Issue Discovered - Service disruption in North American Region - Multiple Services

Update timeline

1. investigating Oct 01, 2026, 05:22 PM UTC

   xMatters monitoring tools have identified a potential issue with xMatters On-Demand for some clients located in the North America region. We are currently investigating the issue and will update as information becomes available. Please see incident details for specific services impacted. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

2. investigating Oct 01, 2026, 05:30 PM UTC

   We are continuing to investigate this issue.

3. identified Oct 01, 2026, 05:40 PM UTC

   The xMatters Incident Response team has identified the source of the issue and is working on a fix. We will update once a solution has been identified and implemented.

4. monitoring Oct 01, 2026, 05:45 PM UTC

   The xMatters Incident Response team has deployed a fix for the issue. We are currently monitoring the situation to ensure the implementation is stable and that all services are restored.

5. resolved Oct 01, 2026, 06:56 PM UTC

   The issue has been addressed, and all services have been restored. Thank you for your patience while we addressed this matter.

6. postmortem Oct 13, 2026, 08:12 PM UTC

   **What happened?** On October 1, 2026, xMatters monitoring first detected service degradation at 9:27 AM Pacific, and the first customer report was received at 10:03 AM. Customers in US-EAST1 experienced intermittent Web Interface access issues, API timeouts, and delays or failures when integrations initiated alerts and notifications. Some customers in US-CENTRAL1 may also have experienced voice notification issues during the same period. **Why did it happen?** During automated infrastructure scaling in US-EAST1, multiple application services became concentrated on the same compute resource. That resource reached its processing capacity, reducing the capacity available to serve customer requests. Service degradation continued across dependent xMatters functions while additional processing capacity was being added. **How did we respond?** As soon as the first customer reported an issue, xMatters Customer Support initiated the internal Major Incident Management process and engaged the Engineering and Operations teams. The incident response team increased service capacity, monitored the affected services, and verified recovery across the Web Interface, APIs, integrations, and notification processing. Service began stabilizing by 10:37 AM, and primary customer impact ended at 10:46 AM. The team continued monitoring before resolving the public incident at 11:56 AM. **What are we doing to prevent it from happening again?** Engineering is reviewing service capacity and workload distribution controls to reduce the risk of multiple critical services competing for the same compute resources. The team is also reviewing service health checks and alerting so that capacity issues are identified earlier to ensure required capacity is always available.