Engage - issue with one server affecting a subset of customers

Update timeline

1. investigating Dec 30, 2025, 11:04 AM UTC

   We have noted that one of our servers is having issues which is affecting a subset of our customers with long response time. Investigation ongoing.

2. monitoring Dec 30, 2025, 11:28 AM UTC

   We believe the source of the issue has been found and stopped. Monitoring performance.

3. resolved Dec 30, 2025, 11:59 AM UTC

   The incident is resolved.

4. postmortem Jan 16, 2026, 11:33 AM UTC

   ## Summary On December 30th, a performance issue on one of our servers led to delayed API response times for a subset of customers. The issue was quickly identified and mitigated within approximately one hour. ## Customer Impact The delays affected API responses for customers hosted on one specific server. All other parts of the platform remained fully functional. ## Root Cause The issue was triggered by a large import job that attempted to process a high volume of transactions in a single run. This created a significant number of internal locks in our database, leading to degraded performance. ## Remediation & Prevention Once the problematic job was identified, it was stopped, and a work-around was made to prevent further issues. ## Next Steps We are reviewing the job and do necessary changes to safe-guard how the platform handles high-volume imports, reducing the risk of similar incidents in the future. We sincerely apologize for the inconvenience this caused and appreciate your patience while we worked to resolve the issue. Preventing disruptions like this remains a top priority, and we are committed to learning from this incident to improve platform resilience.