Voyado Outage History

Started Oct 21, 2026, 09:49 AM UTC· resolved Oct 21, 2026, 10:06 AM UTC

1. investigating Oct 21, 2026, 09:49 AM UTC

   We have reports on registration links not working from SMS. We are working on a fix.

2. resolved Oct 21, 2026, 10:06 AM UTC

   A fix was deployed and confirmed working. Service is restored.

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Started Oct 19, 2026, 09:49 AM UTC· resolved Oct 20, 2026, 07:43 AM UTC

1. investigating Oct 19, 2026, 09:49 AM UTC

   We are currently seeing longer response times in our APIs - investigation ongoing.

2. monitoring Oct 19, 2026, 10:22 AM UTC

   Changes was made to remediate the slowness, and things are looking better since 11:59 CEST.

3. resolved Oct 20, 2026, 07:43 AM UTC

   Monitoring has shown stabilized operational status of the response time. We are conducing a post mortem to understand what was the root cause and will update with an incident report.

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Started Oct 19, 2026, 09:00 AM UTC· resolved Oct 20, 2026, 10:00 PM UTC

1. scheduled Oct 19, 2026, 09:00 AM UTC

   Every Tuesday at 21:00 CET/CEST we reserve the right to perform scheduled maintenance on Voyado Engage. Normally this won't affect availability at all, but on some rare occasions unresponsiveness or degraded performance may be experienced during the upgrade. We do apologize in advance for any impact on your work and/or availability, but hope that the things we release to production will make it all worth it in the end.

2. in progress Oct 20, 2026, 07:00 PM UTC

   Scheduled maintenance is currently in progress. We will provide updates as necessary.

3. completed Oct 20, 2026, 10:00 PM UTC

   The scheduled maintenance has been completed.

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Started Oct 12, 2026, 09:00 AM UTC· resolved Oct 18, 2026, 03:00 AM UTC

1. scheduled Oct 12, 2026, 09:00 AM UTC

   Every Sunday at 03:00 CET/CEST we reserve the right to perform scheduled maintenance on our databases. During this time we make sure that the databases are fine tuned and all your data is protected. Normally this won’t affect availability, but some unresponsiveness or degraded performance may be experienced for short periods during the maintenance.

2. in progress Oct 18, 2026, 01:00 AM UTC

   Scheduled maintenance is currently in progress. We will provide updates as necessary.

3. completed Oct 18, 2026, 03:00 AM UTC

   The scheduled maintenance has been completed.

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Started Oct 07, 2026, 12:39 PM UTC· resolved Oct 07, 2026, 02:26 PM UTC

1. identified Oct 07, 2026, 12:39 PM UTC

   The issue has been identified and a fix is being implemented.

2. identified Oct 07, 2026, 12:57 PM UTC

   A fix has been implemented, and deployment is in progress.

3. monitoring Oct 07, 2026, 01:33 PM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Oct 07, 2026, 02:26 PM UTC

   This incident has been resolved.

5. postmortem Oct 09, 2026, 12:18 PM UTC

   **Date:** October 7, 2026 **Duration:** 14:13–15:32 CEST \(approximately 1 hour and 20 minutes\) **Affected service:** Engage Web Application ### Summary On October 7, 2026, between approximately 14:13 and 15:32 CEST, the Voyado Engage web application was unavailable to customers. During this period, users were unable to log in or access the web application. Our team identified the cause and restored service at 15:32 CEST. Following a period of monitoring, the incident was confirmed as resolved. ### Customer impact The incident affected access to the Engage web application for nearly all production environments. Users attempting to access the application experienced continuous loading, preventing them from logging in or using the interface. The partner portal remained accessible, and no data was lost during the incident. ### Root cause The incident was caused by a software update that introduced an issue with how the web application handles security tokens used during user sessions. ### Mitigation Once the issue was identified, our development team initiated a new deployment that removed the problematic change. In parallel, we restored a previously working version of the affected application components to accelerate recovery. This allowed functionality to return progressively while the updated deployment was completed. Full access was confirmed restored at approximately 15:32 CEST. ### Next steps To reduce the risk of similar incidents and improve our ability to recover quickly, we are focusing on the following improvements: * **Faster recovery:** Improve our deployment processes to enable quicker rollbacks to previously working application versions. * **Improved monitoring:** Introduce automated checks for login and application loading to help detect issues before customers are affected. * **Enhanced testing:** Strengthen testing procedures to better cover differences between production and testing environments. We sincerely apologize for the disruption this caused and appreciate your patience while we worked to restore the service.

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Started Oct 05, 2026, 01:16 PM UTC· resolved Oct 06, 2026, 02:09 PM UTC

1. investigating Oct 05, 2026, 01:16 PM UTC

   There is currently a buildup of messages queued up on one of our processes, this is causing delays to automations triggered by interactions as well as webhooks related to contact events. It is being investigated.

2. identified Oct 05, 2026, 02:15 PM UTC

   We have identified a likely cause and taken steps to address it. We are now monitoring the results and will continue working on the issue until we can confirm it has been resolved.

3. monitoring Oct 05, 2026, 03:18 PM UTC

   We are seeing continued progress, with delays gradually decreasing. Delays remain, but we expect the service to recover during the evening. We will continue to monitor the service closely as it recovers.

4. monitoring Oct 06, 2026, 09:08 AM UTC

   Some delays remain. We currently expect the service to return to normal around 13:00 CEST and will continue to monitor it closely.

5. monitoring Oct 06, 2026, 12:47 PM UTC

   Unfortunately, some delays remain, but they continue to decrease. We currently expect the service to return to normal in about 30 minutes.

6. resolved Oct 06, 2026, 02:09 PM UTC

   This incident has been resolved. We have not observed any further delays since around 15:15 CEST.

7. postmortem Oct 13, 2026, 07:52 AM UTC

   ## Summary Between 5 October and 6 October 2026, processing of some events in Voyado Engage was delayed. The cause was an internal update to one of our background processes, which unexpectedly triggered a large amount of extra processing. The issue was limited to this process and has been corrected. ## Customer Impact Automations triggered by contact interactions ran later than normal. Webhooks for contact, consent and preferences changes were delayed as well. ## Root Cause and Mitigation A safeguard in the update did not work as intended, so existing data was processed again as if it were new. This happened on two occasions, 5 and 6 October. Our engineering teams stopped the process, cleared the extra processing and confirmed that everything was back to normal. ## Next Steps We are adding stronger safeguards and checks for this type of update, as well as earlier alerts so we can react faster if something similar happens. We apologize for the disruption and appreciate your patience.

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Started Sep 29, 2026, 08:24 AM UTC· resolved Sep 29, 2026, 12:40 PM UTC

1. identified Sep 29, 2026, 08:24 AM UTC

   We have identified an issue with Targeting affecting a subset of customers who use specific contact filters. This may impact point calculation, automations, and messages for affected customers.

2. identified Sep 29, 2026, 08:39 AM UTC

   A fix is currently being deployed. Impact may continue until the deployment is complete.

3. monitoring Sep 29, 2026, 09:51 AM UTC

   A fix has been deployed. We're monitoring the result.

4. resolved Sep 29, 2026, 12:40 PM UTC

   This incident has been resolved.

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Started Sep 16, 2026, 02:29 PM UTC· resolved Sep 16, 2026, 04:23 PM UTC

1. investigating Sep 16, 2026, 02:56 PM UTC

   When a shopper selects a facet value that has a translated label. The response may contain that value twice; once with the correct product count and once marked as selected with a count of 0. Filtering itself works correctly and the correct products are returned. The impact is limited to how the facet value list is presented, which can cause the value to appear duplicated, or not highlighted as selected in your storefront UI. Facet values without translations are not affected.

2. resolved Sep 16, 2026, 05:35 PM UTC

   This incident has been resolved

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Started Sep 04, 2026, 12:39 PM UTC· resolved Sep 07, 2026, 06:40 AM UTC

1. investigating Sep 04, 2026, 12:39 PM UTC

   At the moment, there are intermittent issues with email deliveries at Microsofts Exchange Online services. This means that you may see more emails in status "Unknown" for your sendouts than you normally do in Engage. This is a know issue at Microsoft and they are looking into this. Please see here more more information: https://portal.office.com/adminportal/home#/servicehealth (Note that you have to be a 365-admin to be able to access this link) We are also seeing this affecting responses from our support ticketing system not being delivered. If you have sent in tickets and not received any response, you can log in to our help center to check for responses. https://explore.voyado.com

2. monitoring Sep 04, 2026, 02:31 PM UTC

   Microsoft has acknowledged this issue here: https://x.com/MSFT365Status and we kindly ask our customers to re-visit this page for more updates in this matter.

3. resolved Sep 07, 2026, 06:40 AM UTC

   The email delivery issues affecting Microsoft Exchange Online on Friday have been resolved later that evening. Microsoft identified the cause as an incorrectly triggered anti-spam throttling rule, and they have confirmed that delivery has returned to normal levels. Emails affected during the incident may have remained in “Unknown” status in Engage until Microsoft processed the queued messages. More information is available in the Microsoft 365 Service Health portal under incident EX1467029. Note: Microsoft 365 administrator access is required.

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Started Sep 02, 2026, 06:58 AM UTC· resolved Sep 02, 2026, 08:15 AM UTC

1. identified Sep 02, 2026, 06:58 AM UTC

   The issue has been identified and a fix is being implemented.

2. resolved Sep 02, 2026, 08:15 AM UTC

   This incident has been resolved.

3. postmortem Sep 03, 2026, 07:42 AM UTC

   # **Incident report** ## **Summary** On September 1, an issue with an underlying service used by Voyado caused parts of the platform to stop working as expected. The issue affected Abandoned Cart, the Revenue Overview Dashboard, new Analytics reports, and the Automation Overview Dashboard for all tenants using these features. We identified the cause and implemented a fix that restored the affected functionality. ## **Customer impact** During the incident, customers using the affected features experienced errors or were unable to access the expected information. The following features were affected: * Abandoned Cart * Revenue Overview Dashboard * New Analytics reports * Automation Overview Dashboard No customer data was lost, modified, or exposed as a result of the incident. ## **Root Cause** The incident was caused by a change made to an underlying service that Voyado uses to retrieve information for these features. The change altered what information was available to Voyado. This prevented the affected features from retrieving the information they needed to operate correctly. ## **Mitigation** Once we identified the cause, we adjusted our service to work with the change and restored the affected functionality. We also added safeguards to better handle this type of situation should it occur again. ## **Next steps** We are reviewing how we use the underlying service to make the affected functionality less sensitive to similar changes in the future. We are also improving our monitoring so that failures affecting these features can be detected and addressed more quickly.

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Started Aug 21, 2026, 10:41 AM UTC· resolved Aug 23, 2026, 09:44 AM UTC

1. investigating Aug 21, 2026, 10:41 AM UTC

   We are seeing issues with a subset of emails not being sent by our email provider, it is being investigated.

2. monitoring Aug 22, 2026, 11:05 AM UTC

   We are seeing improved results following the actions taken and are now monitoring the situation.

3. resolved Aug 23, 2026, 09:44 AM UTC

   The issue affecting email sending has been resolved. During the monitoring period, we have seen no indications of the issue recurring. The disruption affected some email sendouts for a subset of customers between approximately 19:30 on Thursday and 17:30 on Friday. For affected sendouts, some emails were sent successfully, while a percentage were not sent due to the issue. The delivery information shown in Engage is correct. Emails with an unknown delivery status were not delivered and will not be resent automatically. We will conduct a post-mortem to further investigate the incident and determine the underlying root cause. We apologize for the inconvenience caused.

4. postmortem Sep 08, 2026, 12:19 PM UTC

   ## Summary Between the late evening of Thursday 20 August and approximately 17:15 CEST on Friday 21 August 2026, a subset of emails sent from Voyado Engage were not delivered to recipients. This was not a complete sending outage. Within affected sendouts, some emails were delivered as expected while others were not sent. The issue occurred when batches of emails were passed from Voyado Engage to our email delivery provider. As no error was recorded, the issue was not detected by our automated monitoring and took longer than expected to identify. The issue was mitigated on Friday afternoon and has not recurred since. ## Customer impact Affected customers may have seen some recipients in sendouts or automations reported with an **unknown delivery status**. Emails with this status during the affected period were not delivered. The impact varied between sendouts. In affected cases, 30–50% of recipients did not receive the email, although in some cases the proportion was higher. Both Send-outs and Classic email were affected. Automated and transactional communication, such as order confirmations and gift card emails, may also have been impacted. Affected emails were not resent automatically. Customers who still need to reach these recipients should resend the communication manually. Statistics and reporting were otherwise unaffected, and no customer data was lost or exposed. ## Root Cause Some batches of emails were lost between Voyado Engage and our email delivery provider. Our systems recorded the batches as successfully submitted, while the provider confirmed they were never received. We have not yet established a definitive root cause. Our investigation has ruled out recent application changes, our messaging and statistics infrastructure, and a general outage at our delivery provider. Current findings indicate that the issue was related to the infrastructure responsible for sending email requests to the provider. ## Mitigation We mitigated the issue by restarting and redeploying the affected email services on Friday 21 August at approximately 17:15 CEST. No further impact was observed after this point. We continued monitoring throughout the weekend before marking the incident as resolved. ## Next steps We have added more detailed logging for communication with our email delivery provider and improved monitoring so that partial delivery failures can be detected earlier. We are continuing our investigation together with our delivery provider and infrastructure teams to establish the definitive root cause and will update this report if further relevant findings emerge. We apologise for the disruption and the impact this had on your communication with your customers.

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Started Jul 13, 2026, 11:00 AM UTC· resolved Aug 04, 2026, 10:34 AM UTC

1. investigating Jul 13, 2026, 11:00 AM UTC

   We are currently experiencing an issue affecting the Shopify App for all customers. The Shopify App is currently offline due to an ongoing technical issue. We are actively investigating the problem and working to restore service as quickly as possible. We will provide another update as soon as we have more information.

2. monitoring Jul 13, 2026, 01:56 PM UTC

   A fix has been implemented, and the Shopify App is now back online. We are seeing promising results and are continuing to monitor the platform closely to ensure the service remains stable. Orders and contacts created during the incident will be recovered, but this process will take some time to complete. The following data will not be recovered: * Back in Stock subscribers * Inventory data for Back in Stock * Web tracking data We will provide another update once recovery has been completed or if there are any significant changes.

3. monitoring Jul 14, 2026, 08:54 AM UTC

   The situation remains stable, and the Shopify App continues to operate normally. We are still working on recovering data from the incident, as well as on long-term remediation to prevent a recurrence. We will provide another update once recovery has been completed or if there are any significant changes.

4. resolved Aug 04, 2026, 10:34 AM UTC

   The Shopify App has been operating normally, and the service has remained stable. Additional information has been shared directly with the customers affected by the incident.

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Started Jul 10, 2026, 11:00 AM UTC· resolved Jul 10, 2026, 12:48 PM UTC

1. investigating Jul 10, 2026, 11:23 AM UTC

   We are experiencing an ongoing intermittent outage affecting the Elevate App. We have contacted the 3rd party host provider and they are working on solving it.

2. identified Jul 10, 2026, 11:32 AM UTC

   The 3rd party provider has applied a mitigation that should resolved the problem temporarily, while they are investigate the root cause.

3. monitoring Jul 10, 2026, 12:00 PM UTC

   The mitigation made by the 3rd party provider resolved the problem. We will continue by monitor it closely for some time..

4. resolved Jul 10, 2026, 12:48 PM UTC

   The 3rd party provider has resolved the issue.

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Started Jul 07, 2026, 01:29 PM UTC· resolved Jul 07, 2026, 02:32 PM UTC

1. investigating Jul 07, 2026, 01:29 PM UTC

   We are currently investigating a potential issue affecting the performance or availability of our APIs. Users may experience slow response times, timeouts or intermittent errors.

2. monitoring Jul 07, 2026, 02:01 PM UTC

   We have implemented measures to restore normal API performance, and response times have improved. We are continuing to monitor the platform closely to ensure stability following the earlier disruption. Some users may have experienced slow response times, timeouts, or intermittent API errors during the incident. We will provide another update once we have confirmed the issue is fully resolved.

3. resolved Jul 07, 2026, 02:32 PM UTC

   The issue affecting API performance has been resolved, and API response times have returned to normal.

4. postmortem Jul 10, 2026, 08:47 AM UTC

   ## Summary On July 7, 2026, between approximately 14:50 and 16:32 CEST, some Engage customers experienced degraded platform performance. This included slow response times, timeouts, and intermittent error messages. The issue was caused by an infrastructure event that temporarily affected the platform’s ability to process requests as expected. The incident was fully resolved at 16:32 CEST, and performance returned to normal. ## Customer impact During the incident, affected customers may have experienced slower than normal response times, request timeouts, and intermittent error messages when using Engage. The impact was limited to parts of the platform, and no customer data was lost. ## Root cause The incident was triggered by an infrastructure event in one part of the platform. This led to an increased number of queued requests and higher load than normal. To protect the overall stability of the platform, an automatic protective mechanism was activated. In this case, the mechanism also affected some customers who were indirectly impacted by the original event, which made the issue more noticeable. ## Mitigation Once the issue was identified, we added more capacity to help the platform process the increased load and reduce the queue of requests. When the load returned to normal, the protective mechanism was lifted for affected customers. Performance then recovered, and the incident was resolved. ## Next steps We are reviewing how similar infrastructure events are handled by the platform, with the goal of reducing the risk of increased load building up in the future. We are sorry for the disruption this caused and appreciate your patience while we worked to restore normal platform performance.

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Started Jun 02, 2026, 01:44 PM UTC· resolved Jun 02, 2026, 04:17 PM UTC

1. investigating Jun 02, 2026, 01:44 PM UTC

   We are seeing issues with short-URLs in reg forms not redirecting properly. This is being investigated.

2. investigating Jun 02, 2026, 02:00 PM UTC

   The issue is limited to links to registration forms sent via SMS.

3. identified Jun 02, 2026, 02:32 PM UTC

   The issue has been identified and a fix is currently being tested before hotfix can be deployed.

4. monitoring Jun 02, 2026, 03:56 PM UTC

   A fix has been implemented and we are monitoring the results.

5. resolved Jun 02, 2026, 04:17 PM UTC

   This incident has been resolved.

6. postmortem Jun 15, 2026, 07:37 AM UTC

   ### **Summary** On 2 June 2026, we identified an issue where short links used in SMS campaigns did not redirect users to the intended destination. Instead, recipients were redirected to the login screen. The issue was resolved the same day. ### **Customer impact** The issue affected customers using short links in SMS campaigns, including links to registration forms and mobile swipes. The impact period was approximately 15:40–18:17 CEST. ### **Root cause** A code change introduced in the release on 2 June changed how short link redirects were handled. As a result, some SMS short links redirected to the login screen instead of the intended page. ### **Mitigation** A hotfix was developed, verified, and deployed to production. The fix was confirmed working in production before the incident was marked as resolved. ### **Next steps** We have updated the relevant test coverage and will continue improving end-to-end testing for features using short links.

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Started May 22, 2026, 09:28 AM UTC· resolved May 22, 2026, 12:45 PM UTC

1. investigating May 22, 2026, 09:28 AM UTC

   We are currently investigating an issue with displaying Design Studio messages. At this stage, information is limited, further updates will be shared as soon as possible.

2. identified May 22, 2026, 09:50 AM UTC

   We have identified the issue and are preparing a hotfix.

3. identified May 22, 2026, 10:02 AM UTC

   We are currently experiencing issues affecting the display and creation of messages in Design Studio. Sending messages is not impacted.

4. monitoring May 22, 2026, 10:40 AM UTC

   A fix has been implemented and is working. We are monitoring for now.

5. resolved May 22, 2026, 12:45 PM UTC

   The system has been stable since the fix earlier today. Post mortem will be performed and an incident report will be added.

6. postmortem Jun 02, 2026, 09:54 AM UTC

   ### Summary On Friday, May 22, between approximately 11:15 and 12:45 CEST, users experienced issues when opening the Design Studio in Engage to list send-out messages. Message sending was not impacted. Scheduled send-outs, automation send-outs, and message delivery to recipients continued to work as expected. The issue was resolved after deploying a hotfix to the affected frontend services. ### Customer impact Customers using Design Studio in Engage were affected, the classic email editor was not impacted. During the incident, affected users could experience problems with: * Viewing existing send-outs * Working with send-outs * Opening the Design Studio There was no impact on recipients or outbound message delivery. ### Root cause The issue was caused by a recent frontend change related to new functionality in Engage. A component connected to this new functionality resulted in an issue failing to load the send-out list and Design studio. ### Mitigation Internal and external reports about the issue was notified to the Engineering team who started investigating immediately. The affected area was quickly identified, and a hotfix was prepared. The fix was then deployed to the affected frontend services in batches to reduce risk. The fix was verified during the deployment and the incident was resolved at approximately 12:45 CEST. ### Next steps We are reviewing both technical safeguards and release routines to reduce the risk of similar incidents. We apologize for the disruption this caused for affected users and thank you for your patience while we worked on the resolution.

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Started May 22, 2026, 07:40 AM UTC· resolved May 22, 2026, 02:01 PM UTC

1. identified May 22, 2026, 07:40 AM UTC

   We currently have a problem with classification of new or changed product data. Already existing data is unaffected. Investigation to resolve the issue is ongoing.

2. resolved May 22, 2026, 02:01 PM UTC

   The classification issue has been fixed. New and changed product data is now being processed again. We are working through the backlog, so classification for some recently added products may take some time to complete.

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Started Apr 23, 2026, 02:12 PM UTC· resolved Apr 23, 2026, 02:45 PM UTC

1. investigating Apr 23, 2026, 02:12 PM UTC

   We are currently noticing issues with our FTP server. We are investigating.

2. resolved Apr 23, 2026, 02:45 PM UTC

   This incident has been resolved.

3. postmortem Apr 30, 2026, 12:37 PM UTC

   ## Summary On April 23rd, approximately between 15:55 and 16:27 CET, our FTP service experienced an outage after the underlying infrastructure became unresponsive due to a spike in CPU usage. The service was restored after corrective actions were taken. After recovery, we verified stability and completed follow-up maintenance to reduce operational risk. ## Customer Impact During the incident, FTP connections and transfers were unavailable for customers using the FTP service. Once recovery actions were completed, the service resumed normal operation. ## Root Cause The incident was triggered by an unexpected spike in CPU usage that caused the underlying infrastructure to become unresponsive. As a result, the FTP service stopped responding and could not be reached for troubleshooting until corrective actions were taken. ## Mitigation * Took corrective actions on the affected infrastructure to restore FTP availability. * Confirmed the FTP service was running normally and serving traffic after recovery. * Performed follow-up maintenance to reduce operational risk. ## Next Steps Improve resilience for the FTP service to reduce the risk of similar outages. We apologize for the disruption this caused, and we appreciate your patience while we worked to restore the service.

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Started Apr 09, 2026, 09:38 AM UTC· resolved Apr 10, 2026, 11:13 AM UTC

1. investigating Apr 09, 2026, 09:38 AM UTC

   The issue with intermittent degraded performance from yesterday has returned, the remediations made yesterday seems not to be sufficient. Investigation ongoing.

2. investigating Apr 09, 2026, 12:41 PM UTC

   We are currently seeing that system performance has stabilized following the recurrence of yesterday’s issue. We are continuing the investigation to identify the root cause and is actively testing additional measures to fully resolve the problem. Further updates will follow as we progress.

3. monitoring Apr 09, 2026, 02:41 PM UTC

   We are currently seeing stable system performance since 12:30. The issue causing intermittent degraded performance appears to be mitigated, and we are continuing to monitor closely.

4. resolved Apr 10, 2026, 11:13 AM UTC

   Resolved: Following earlier performance degradation, all services have been operating normally since yesterday. We will continue to monitor to ensure stability.

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Started Apr 08, 2026, 08:49 AM UTC· resolved Apr 09, 2026, 08:27 AM UTC

1. investigating Apr 08, 2026, 08:49 AM UTC

   The issue with intermittent degraded performance from yesterday has returned, the remediations made yesterday seems not to be sufficient. Investigation ongoing.

2. monitoring Apr 08, 2026, 03:37 PM UTC

   Following actions taken to address the issue, we are seeing improvements in system performance and stability. We will continue to monitor closely to ensure the situation remains stable.

3. resolved Apr 09, 2026, 08:27 AM UTC

   All services are now operating normally. We will continue to monitor to ensure stability.

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Started Mar 20, 2026, 04:27 PM UTC· resolved Mar 20, 2026, 05:19 PM UTC

1. investigating Mar 20, 2026, 04:27 PM UTC

   We are currently investigating an issue where external API call activities are failing for a subset of customers. The issue is impacting our Vipps and CowHills integrations and appears to be related to a third-party integration service. We will provide an update as soon as more information is available.

2. resolved Mar 20, 2026, 05:19 PM UTC

   The issue affecting external API call activities for a subset of customers has been identified and resolved. The disruption was caused by a high volume of updates, which overloaded the integration service and impacted our Vipps and CowHills integrations. We are continuing to monitor the situation. A more detailed post-mortem will be shared.

3. postmortem Apr 01, 2026, 10:18 AM UTC

   ## Summary On the afternoon of 20 March, we experienced a disruption affecting Vipps and Treazure integrations. The investigation showed that the issue was caused by a very large burst of webhook-triggering updates from one customer workflow. The issue was mitigated the same day by disabling the affected workflow, after which service returned to normal. ## Customer Impact Multiple customers experienced failed or interrupted external API call activities connected to Vipps flows, and some impact was also seen in Treazure flows. This resulted in timeouts and failed processing during the incident window. ## Root Cause The incident was caused by a massive simultaneous burst of webhook-triggering updates from one customer workflow, which overloaded the shared integration service. This created performance issues in the integration layer and affected Vipps and Treazure integrations using the same service. ## Mitigation After the source of the traffic spike was identified, the affected webhook endpoint was disabled and the customer integration with Treazure was temporarily deactivated. This reduced the load on the integration service and restored normal behaviour for other tenants. ## Next Steps To reduce the risk of similar incidents in the future, we are: * Reviewing throttling and rate-limiting for webhook traffic * Reviewing monitoring and alerting for the integration * Strengthening guidance and communication around high-volume customer automations We apologize for the inconvenience this incident may have caused and appreciate your understanding.

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Started Mar 16, 2026, 10:45 AM UTC· resolved Mar 17, 2026, 12:48 PM UTC

1. identified Mar 16, 2026, 10:45 AM UTC

   During the weekend, data exported through Delta Share unintentionally used a different timestamp format. Timestamps in the exported Parquet files were stored as UNIX timestamps. Depending on your implementation, this may affect how timestamps are interpreted. We are currently rolling back the change to restore the previous format. No data has been lost, and we will run all exports again after rollback.

2. resolved Mar 17, 2026, 12:48 PM UTC

   This incident has been resolved.

3. postmortem Apr 01, 2026, 10:06 AM UTC

   ## Summary On March 15th 2026, an issue affecting Delta Share was identified. The issue was caused by a change in how timestamp values were stored. This change was introduced as part of an infrastructure upgrade on March 13, 2026. The incident was limited in scope and, based on our investigations, only one tenant/partner was affected. ## Customer impact One tenants/partners Delta Share integration failed when loading data containing timestamp fields. This meant that some shared data could not be processed correctly in their integration. At this time, no other Delta Share users have been identified as affected. ## Root cause As part of an upgrade, the infrastructure used to prepare shared data was moved to a newer cluster setup. Following this change, timestamp values were written in a different format than before. While the data itself remained correct and available, one partner integration was not able to handle the new timestamp format. ## Mitigation We worked directly with the partner that was affected by the issue after the issue was reported. The partner updated their integration to support the new timestamp format, which resolved the issue. We also evaluated whether to revert to the previous format, but decided not to do so since no other users appeared to be affected and a rollback would have required significant additional work for the impacted partner. ## Next steps To reduce the risk of similar issues in the future, we are taking the following actions: * Evaluating validation of data types when making infrastructure changes We are sorry for the inconvenience this caused.

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Started Feb 10, 2026, 08:13 AM UTC· resolved Feb 10, 2026, 09:33 AM UTC

1. investigating Feb 10, 2026, 09:33 AM UTC

   Elevate 3 API partially unavailable. We are currenty investigating the issue.

2. resolved Feb 10, 2026, 09:37 AM UTC

   This incident has been resolved.

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Started Feb 03, 2026, 01:39 PM UTC· resolved Feb 03, 2026, 02:36 PM UTC

1. investigating Feb 03, 2026, 01:39 PM UTC

   We are currently investigating this issue.

2. resolved Feb 03, 2026, 02:36 PM UTC

   This incident has been resolved.

3. postmortem Feb 06, 2026, 03:32 PM UTC

   A recent network configuration update unintentionally interrupted communication between the Elevate App backend and a subset of Elevate clusters. Because DNS records were still being served from cache, the change didn’t take effect right away. Once those cached entries expired, the loss of connectivity surfaced. This timing gap made it harder to connect the incident to the earlier change, which extended our troubleshooting and recovery time.

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Started Jan 28, 2026, 08:03 AM UTC· resolved Jan 28, 2026, 01:14 PM UTC

1. identified Jan 28, 2026, 08:03 AM UTC

   We have been alerted by our provider that they are having an issue with our telephony services and we are currently unreachable by phone. Please contact us through https://help.elevate.voyado.com or https://help.engage.voyado.com. You may also email [email protected].

2. resolved Jan 28, 2026, 01:14 PM UTC

   This has been reported as resolved from our provider. We apologize for any inconvenience caused by the outage.

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