Issue Discovered - Service disruption in North American Region – API

Update timeline

1. investigating Apr 01, 2026, 02:06 PM UTC

   xMatters monitoring tools have identified a potential issue with the API for some clients located in the North America region. We are currently investigating the issue and will update as information becomes available. 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. identified Apr 01, 2026, 02:30 PM UTC

   The xMatters Incident Response team has identified an issue with the API for some clients located in the North America region which is causing some intermittent API timeouts. This is also causing issues with running reports in the system. We are currently investigating the issue and will update as information becomes available.

3. monitoring Apr 01, 2026, 02:33 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.

4. resolved Apr 01, 2026, 02:36 PM UTC

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

5. postmortem Apr 06, 2026, 11:21 PM UTC

   **What happened?** On April 1st, 2026, some customers reported an issue to xMatters Customer Support where the Alerts or Notifications reports were timing out and failing to load. **Why did it happen?** This issue occurred because a backend service was experiencing significant unexpected load that caused report processing to be delayed. The ongoing resource constraint resulted in timeouts. **How did we respond?** As soon as customers reported an issue, Customer Support launched an investigation and escalated to the Engineering teams. The teams initiated rolling restart procedures for the applicable backend services to restore functionality. Once the rolling restart was completed, service was fully restored. **What are we doing to prevent it from happening again?** The Engineering teams are currently working to identify any possible bottlenecks that may have caused performance issues. In the interim, they have increased and adjusted resource allocation for several services to handle potential processing delays and prevent potential recurrences.