Flexera Status

Resolved: Validation of the corrective fix has been successful, and previously impacted inventory import workflows are now processing normally. Our teams have continued to monitor performance and processing activity across affected regions over the weekend and have observed stable system behavior with no further signs of the issue. As a result, this issue is now considered resolved.

Monitoring: Validation of the corrective fix continues to produce positive results. Previously impacted inventory import workflows are processing successfully, and teams are continuing to monitor performance and processing activity across affected regions to confirm sustained recovery.

Monitoring activities will continue through the weekend to ensure stability and consistent processing. We will provide further updates as additional validation is completed.

Monitoring: Validation following the corrective fix continues to show positive results. Previously affected third-party inventory import workflows are now completing successfully, and teams continue to monitor processing behavior across impacted regions.

We will continue monitoring through the weekend and provide updates as validation progresses.

Monitoring: Post deployment of a corrective fix, initial observations are encouraging and indicate improved processing behavior following the change. Validation efforts are ongoing to confirm that affected workflows are completing successfully from end to end. Teams continue to closely monitor system performance and recovery progress to ensure the issue has been fully addressed. We will provide further updates as additional information becomes available.

Monitoring: Teams have completed the production deployment of the fix and are monitoring upload behavior across impacted regions.

Initial production results are positive, and larger third-party inventory uploads are now being received successfully. Teams are continuing to validate downstream processing to confirm imports complete as expected.

We will provide another update once additional production validation is complete.

Identified: Our teams have completed additional validation of the fix in the test environment, including larger uploads and multiple import paths. Results continue to be positive, and teams are working through the next steps needed for a controlled production rollout.

We are continuing to validate remaining scenarios and review upload-processing behavior to ensure the fix addresses the issue safely before broader deployment.

We will provide another update as rollout planning and validation progress.

Investigating: Our teams have developed and deployed a fix to address the issue affecting data uploads in a test environment. Initial validation indicates improved upload success rates, and teams are currently performing comprehensive testing to verify end-to-end processing and data integrity before proceeding with a broader rollout.

In parallel, the investigation into intermittent request-processing behavior remains ongoing. Teams are continuing to analyze system performance and stability to ensure the underlying issues are fully addressed .

We will continue to monitor progress closely and provide additional updates as more information becomes available.

Investigating: Incident Description: We are investigating an issue affecting third-party inventory imports in IT Asset Management. As a result, some customers may experience third-party inventory imports timing out, failing, or remaining in progress longer than expected.

Priority: P2

Restoration Activity: Technical teams have identified that some third-party inventory uploads are not completing successfully after the import package is created. Teams are applying backend mitigation where available while continuing work to restore the standard upload flow.

Resolved: Validation of the corrective fix has been successful, and previously impacted inventory import workflows are now processing normally. Our teams have continued to monitor performance and processing activity across affected regions over the weekend and have observed stable system behavior with no further signs of the issue. As a result, this issue is now considered resolved.

Monitoring: Validation of the corrective fix continues to produce positive results. Previously impacted inventory import workflows are processing successfully, and teams are continuing to monitor performance and processing activity across affected regions to confirm sustained recovery.

Monitoring activities will continue through the weekend to ensure stability and consistent processing. We will provide further updates as additional validation is completed.

Monitoring: Validation following the corrective fix continues to show positive results. Previously affected third-party inventory import workflows are now completing successfully, and teams continue to monitor processing behavior across impacted regions.

We will continue monitoring through the weekend and provide updates as validation progresses.

Monitoring: Post deployment of a corrective fix, initial observations are encouraging and indicate improved processing behavior following the change. Validation efforts are ongoing to confirm that affected workflows are completing successfully from end to end. Teams continue to closely monitor system performance and recovery progress to ensure the issue has been fully addressed. We will provide further updates as additional information becomes available.

Monitoring: Teams have completed the production deployment of the fix and are monitoring upload behavior across impacted regions.

Initial production results are positive, and larger third-party inventory uploads are now being received successfully. Teams are continuing to validate downstream processing to confirm imports complete as expected.

We will provide another update once additional production validation is complete.

Identified: Our teams have completed additional validation of the fix in the test environment, including larger uploads and multiple import paths. Results continue to be positive, and teams are working through the next steps needed for a controlled production rollout.

We are continuing to validate remaining scenarios and review upload-processing behavior to ensure the fix addresses the issue safely before broader deployment.

We will provide another update as rollout planning and validation progress.

Investigating: Our teams have developed and deployed a fix to address the issue affecting data uploads in a test environment. Initial validation indicates improved upload success rates, and teams are currently performing comprehensive testing to verify end-to-end processing and data integrity before proceeding with a broader rollout.

In parallel, the investigation into intermittent request-processing behavior remains ongoing. Teams are continuing to analyze system performance and stability to ensure the underlying issues are fully addressed .

We will continue to monitor progress closely and provide additional updates as more information becomes available.

Investigating: Incident Description: We are investigating an issue affecting third-party inventory imports in IT Asset Management. As a result, some customers may experience third-party inventory imports timing out, failing, or remaining in progress longer than expected.

Priority: P2

Restoration Activity: Technical teams have identified that some third-party inventory uploads are not completing successfully after the import package is created. Teams are applying backend mitigation where available while continuing work to restore the standard upload flow.

Resolved: Validation of the corrective fix has been successful, and previously impacted inventory import workflows are now processing normally. Our teams have continued to monitor performance and processing activity across affected regions over the weekend and have observed stable system behavior with no further signs of the issue. As a result, this issue is now considered resolved.

Monitoring: Validation of the corrective fix continues to produce positive results. Previously impacted inventory import workflows are processing successfully, and teams are continuing to monitor performance and processing activity across affected regions to confirm sustained recovery.

Monitoring activities will continue through the weekend to ensure stability and consistent processing. We will provide further updates as additional validation is completed.

Monitoring: Validation following the corrective fix continues to show positive results. Previously affected third-party inventory import workflows are now completing successfully, and teams continue to monitor processing behavior across impacted regions.

We will continue monitoring through the weekend and provide updates as validation progresses.

Monitoring: Post deployment of a corrective fix, initial observations are encouraging and indicate improved processing behavior following the change. Validation efforts are ongoing to confirm that affected workflows are completing successfully from end to end. Teams continue to closely monitor system performance and recovery progress to ensure the issue has been fully addressed. We will provide further updates as additional information becomes available.

Monitoring: Teams have completed the production deployment of the fix and are monitoring upload behavior across impacted regions.

Initial production results are positive, and larger third-party inventory uploads are now being received successfully. Teams are continuing to validate downstream processing to confirm imports complete as expected.

We will provide another update once additional production validation is complete.

Identified: Our teams have completed additional validation of the fix in the test environment, including larger uploads and multiple import paths. Results continue to be positive, and teams are working through the next steps needed for a controlled production rollout.

We are continuing to validate remaining scenarios and review upload-processing behavior to ensure the fix addresses the issue safely before broader deployment.

We will provide another update as rollout planning and validation progress.

Investigating: Our teams have developed and deployed a fix to address the issue affecting data uploads in a test environment. Initial validation indicates improved upload success rates, and teams are currently performing comprehensive testing to verify end-to-end processing and data integrity before proceeding with a broader rollout.

In parallel, the investigation into intermittent request-processing behavior remains ongoing. Teams are continuing to analyze system performance and stability to ensure the underlying issues are fully addressed .

We will continue to monitor progress closely and provide additional updates as more information becomes available.

Investigating: Incident Description: We are investigating an issue affecting third-party inventory imports in IT Asset Management. As a result, some customers may experience third-party inventory imports timing out, failing, or remaining in progress longer than expected.

Priority: P2

Restoration Activity: Technical teams have identified that some third-party inventory uploads are not completing successfully after the import package is created. Teams are applying backend mitigation where available while continuing work to restore the standard upload flow.

Monitoring: Recovery has progressed significantly, and the platform remains stable.

A workaround has been implemented for the imports affected by the remaining issue. Most of those imports have now completed successfully, and the remaining processing is being closely monitored.

We will continue monitoring processing progress and provide further updates as available.

Monitoring: Further remediation actions have been implemented to speed up the process, and imports are no longer blocked for the organizations affected by the identified issue. Imports have successfully completed for some of the impacted organizations, while processing continues for the remaining organization and is expected to complete later today. The platform remains stable, with incoming imports processing within expected timeframes. The team has identified the probable root cause of the remaining issue and is actively working on a permanent fix. The current target is to complete deployment of the permanent fix next week, pending validation and release readiness.

Monitoring: The recovery efforts continue to progress, with only a very small number of imports remaining under investigation. The platform remains stable, and the vast majority of imports are processing successfully within expected timeframes. Teams are implementing additional improvements to further optimize processing capacity while continuing to monitor recovery progress and validate sustained platform stability. Enhanced monitoring remains in place as we work toward confirming full recovery and incident closure.

Identified: Our teams continue to monitor recovery progress related to inventory processing delays and timeout status behavior. The recovery efforts continue to advance, with the number of remaining timed-out imports significantly reduced. Teams are reviewing the remaining impacted imports individually to ensure processing completes successfully. We are continuing to apply mitigation measures as needed, investigate the underlying factors contributing to the remaining delayed imports, and maintain enhanced monitoring to confirm continued recovery and full restoration of normal processing behavior. We will provide further updates as additional information becomes available.

Identified: Recovery efforts remain ongoing. The latest review shows that the number of inventory imports displaying timeout status has decreased overall compared to earlier recovery checks, although progress has been uneven while remaining queued activity is processed.

The technical team has deployed an additional fix to improve processing behavior during recovery and is continuing to monitor its effectiveness. Teams are also continuing recovery actions to help remaining queued inventory processing move through the system.

We will continue monitoring processing progress and platform stability, and will provide further updates as recovery continues.

Monitoring: Recovery efforts continue to progress as expected. The latest review from the technical team shows the processing activity steadily reducing the remaining backlog. The environment remains stable, and teams are continuing to monitor processing throughput and platform health to confirm sustained recovery. Monitoring will remain in place until inventory processing has fully returned to expected levels.

We will provide further updates as additional information becomes available.

Monitoring: Recovery efforts continue to show positive progress. Based on the latest review by the technical team, the number of inventory imports reporting timeout status has continued to decline and the backlog is steadily being reduced.

The team will continue to closely monitor processing activity and platform stability to ensure recovery progresses as expected. We will provide further updates as additional information becomes available.

Monitoring: Recovery progress continues to improve. The technical team’s latest review shows the number of inventory imports displaying timeout status has decreased compared to the previous review.

The team will continue monitoring processing progress over the weekend to confirm continued recovery and stability. We will provide another update as monitoring continues.

Monitoring: Our teams continue to monitor recovery progress, and the service remains stable following the corrective actions implemented previously. We will continue to monitor processing and overall platform health over the weekend to confirm full recovery and will provide further updates as they become available.

Identified: The technical team has confirmed that the underlying service issue has stabilized, and the system has been scaled up to support recovery. A corrective fix has also been deployed for an issue that may have contributed to longer-than-expected processing times and timeout statuses.

We are continuing to monitor inventory processing progress over the weekend to confirm continued recovery and stability. We will provide another update as monitoring continues.

Identified: Recovery efforts remain ongoing in North America. Our technical teams continue to monitor the corrective fix that was deployed to address a condition that may have contributed to processing delays and additional system load.

Recovery progress continues to be impacted by underlying service instability. To support recovery, traffic has been adjusted while the affected service continues to stabilize. Processing of the existing backlog is ongoing, and some inventory imports may continue to take longer than expected while queued activity is processed.

We are continuing to monitor recovery progress and overall platform stability, and will provide another update as more information becomes available.

Identified: Our technical teams continue to work on recovery efforts and monitor system performance. As part of the ongoing investigation, a corrective fix has been deployed to address a condition that may have contributed to processing delays and increased system load. Early monitoring is underway to validate the effectiveness of this change. While recovery activities continue, processing of the existing backlog is ongoing and may take additional time as the system works through queued activity. Teams are closely monitoring recovery progress and overall platform stability.

We will continue to provide updates as more information becomes available.

Identified: Recovery efforts remain ongoing in North America. Our technical team continues to review remaining inventory processing delays while monitoring processing activity and recovery progress.

In parallel, we are continuing targeted work to improve the reliability and recoverability of IT Visibility inventory updates. We will provide further updates as recovery progresses and additional information becomes available.

Identified: Recovery and monitoring efforts remain ongoing in North America. While processing activity continues, some inventory imports may still show a timeout status. Our teams are actively reviewing the remaining affected imports and monitoring processing trends to validate continued recovery and system stability.

We will provide further updates as additional information becomes available.

Identified: The technical team has confirmed that the EU region is operating normally at this time, and processing activity appears stable. We will continue monitoring the EU environment to ensure it remains stable.

Investigation and recovery efforts are continuing for North America, where some inventory imports may still display a timeout status while processing activity continues. The team is actively reviewing the remaining timed-out imports and tracking processing progress to confirm continued recovery. We will provide another update as more information becomes available.

Monitoring: Services are operating currently. Our teams are monitoring backlog processing and collecting data to track progress and validate that queue volumes are decreasing as expected.

We will continue to provide updates as more information becomes available.

Investigating: Our teams continue to investigate the issue and review the current processing activity across the platform. While some operations are completing successfully, we are still assessing the extent of the impact and validating overall system behavior.

Investigation and monitoring efforts remain ongoing as we work to better understand the underlying cause and identify any additional corrective actions that may be required. We will continue to provide updates as more information becomes available.

Investigating: The team has identified examples where inventory uploads and collection activity completed successfully, but some results are taking longer than expected to finish processing and may continue to display a timeout status. Further review is ongoing to better understand the current processing state and overall scope. We are continuing to monitor progress and will provide another update as more information becomes available.

Investigating: Incident Description: We are investigating an issue affecting inventory processing in Flexera One IT Visibility in the North America and Europe regions. Customers may experience longer-than-expected inventory processing times, and some inventory imports may display a timeout status while processing continues.

Priority: P2

Restoration Activity: Our technical team is actively investigating the issue and reviewing current processing activity to confirm scope and progress. We are monitoring the situation closely and will provide updates as more information becomes available.

Monitoring: Recovery has progressed significantly, and the platform remains stable.

A workaround has been implemented for the imports affected by the remaining issue. Most of those imports have now completed successfully, and the remaining processing is being closely monitored.

We will continue monitoring processing progress and provide further updates as available.

Monitoring: Further remediation actions have been implemented to speed up the process, and imports are no longer blocked for the organizations affected by the identified issue. Imports have successfully completed for some of the impacted organizations, while processing continues for the remaining organization and is expected to complete later today. The platform remains stable, with incoming imports processing within expected timeframes. The team has identified the probable root cause of the remaining issue and is actively working on a permanent fix. The current target is to complete deployment of the permanent fix next week, pending validation and release readiness.

Monitoring: The recovery efforts continue to progress, with only a very small number of imports remaining under investigation. The platform remains stable, and the vast majority of imports are processing successfully within expected timeframes. Teams are implementing additional improvements to further optimize processing capacity while continuing to monitor recovery progress and validate sustained platform stability. Enhanced monitoring remains in place as we work toward confirming full recovery and incident closure.

Identified: Our teams continue to monitor recovery progress related to inventory processing delays and timeout status behavior. The recovery efforts continue to advance, with the number of remaining timed-out imports significantly reduced. Teams are reviewing the remaining impacted imports individually to ensure processing completes successfully. We are continuing to apply mitigation measures as needed, investigate the underlying factors contributing to the remaining delayed imports, and maintain enhanced monitoring to confirm continued recovery and full restoration of normal processing behavior. We will provide further updates as additional information becomes available.

Identified: Recovery efforts remain ongoing. The latest review shows that the number of inventory imports displaying timeout status has decreased overall compared to earlier recovery checks, although progress has been uneven while remaining queued activity is processed.

The technical team has deployed an additional fix to improve processing behavior during recovery and is continuing to monitor its effectiveness. Teams are also continuing recovery actions to help remaining queued inventory processing move through the system.

We will continue monitoring processing progress and platform stability, and will provide further updates as recovery continues.

Monitoring: Recovery efforts continue to progress as expected. The latest review from the technical team shows the processing activity steadily reducing the remaining backlog. The environment remains stable, and teams are continuing to monitor processing throughput and platform health to confirm sustained recovery. Monitoring will remain in place until inventory processing has fully returned to expected levels.

We will provide further updates as additional information becomes available.

Monitoring: Recovery efforts continue to show positive progress. Based on the latest review by the technical team, the number of inventory imports reporting timeout status has continued to decline and the backlog is steadily being reduced.

The team will continue to closely monitor processing activity and platform stability to ensure recovery progresses as expected. We will provide further updates as additional information becomes available.

Monitoring: Recovery progress continues to improve. The technical team’s latest review shows the number of inventory imports displaying timeout status has decreased compared to the previous review.

The team will continue monitoring processing progress over the weekend to confirm continued recovery and stability. We will provide another update as monitoring continues.

Monitoring: Our teams continue to monitor recovery progress, and the service remains stable following the corrective actions implemented previously. We will continue to monitor processing and overall platform health over the weekend to confirm full recovery and will provide further updates as they become available.

Identified: The technical team has confirmed that the underlying service issue has stabilized, and the system has been scaled up to support recovery. A corrective fix has also been deployed for an issue that may have contributed to longer-than-expected processing times and timeout statuses.

We are continuing to monitor inventory processing progress over the weekend to confirm continued recovery and stability. We will provide another update as monitoring continues.

Identified: Recovery efforts remain ongoing in North America. Our technical teams continue to monitor the corrective fix that was deployed to address a condition that may have contributed to processing delays and additional system load.

Recovery progress continues to be impacted by underlying service instability. To support recovery, traffic has been adjusted while the affected service continues to stabilize. Processing of the existing backlog is ongoing, and some inventory imports may continue to take longer than expected while queued activity is processed.

We are continuing to monitor recovery progress and overall platform stability, and will provide another update as more information becomes available.

Identified: Our technical teams continue to work on recovery efforts and monitor system performance. As part of the ongoing investigation, a corrective fix has been deployed to address a condition that may have contributed to processing delays and increased system load. Early monitoring is underway to validate the effectiveness of this change. While recovery activities continue, processing of the existing backlog is ongoing and may take additional time as the system works through queued activity. Teams are closely monitoring recovery progress and overall platform stability.

We will continue to provide updates as more information becomes available.

Identified: Recovery efforts remain ongoing in North America. Our technical team continues to review remaining inventory processing delays while monitoring processing activity and recovery progress.

In parallel, we are continuing targeted work to improve the reliability and recoverability of IT Visibility inventory updates. We will provide further updates as recovery progresses and additional information becomes available.

Identified: Recovery and monitoring efforts remain ongoing in North America. While processing activity continues, some inventory imports may still show a timeout status. Our teams are actively reviewing the remaining affected imports and monitoring processing trends to validate continued recovery and system stability.

We will provide further updates as additional information becomes available.

Identified: The technical team has confirmed that the EU region is operating normally at this time, and processing activity appears stable. We will continue monitoring the EU environment to ensure it remains stable.

Investigation and recovery efforts are continuing for North America, where some inventory imports may still display a timeout status while processing activity continues. The team is actively reviewing the remaining timed-out imports and tracking processing progress to confirm continued recovery. We will provide another update as more information becomes available.

Monitoring: Services are operating currently. Our teams are monitoring backlog processing and collecting data to track progress and validate that queue volumes are decreasing as expected.

We will continue to provide updates as more information becomes available.

Investigating: Our teams continue to investigate the issue and review the current processing activity across the platform. While some operations are completing successfully, we are still assessing the extent of the impact and validating overall system behavior.

Investigation and monitoring efforts remain ongoing as we work to better understand the underlying cause and identify any additional corrective actions that may be required. We will continue to provide updates as more information becomes available.

Investigating: The team has identified examples where inventory uploads and collection activity completed successfully, but some results are taking longer than expected to finish processing and may continue to display a timeout status. Further review is ongoing to better understand the current processing state and overall scope. We are continuing to monitor progress and will provide another update as more information becomes available.

Investigating: Incident Description: We are investigating an issue affecting inventory processing in Flexera One IT Visibility in the North America and Europe regions. Customers may experience longer-than-expected inventory processing times, and some inventory imports may display a timeout status while processing continues.

Priority: P2

Restoration Activity: Our technical team is actively investigating the issue and reviewing current processing activity to confirm scope and progress. We are monitoring the situation closely and will provide updates as more information becomes available.

Postmortem: Description: Snow Atlas – APAC – Login Failures and HTTP 500 Errors

Timeframe: May 28, 2026, 20:57 PDT to May 29, 2026, 03:32 PDT

‌

Incident Summary

‌

On Thursday, May 28, 2026, at 20:57 PDT, an incident was identified impacting a subset of Snow Atlas customers in the APAC production environment. Affected users were unable to access the platform or experienced degraded application functionality. This included HTTP 500 and 404 errors, as well as instances where pages loaded incompletely with no data before ultimately returning service unavailability messages.

Technical teams engaged immediately and identified degraded performance within a core routing component responsible for handling traffic. As the issue progressed, backend services were unable to communicate reliably, leading to increased request failures and overall application instability for impacted tenants.

Initial mitigation actions, including targeted service restarts, successfully restored access for affected customers. Teams continued to investigate the underlying cause while maintaining enhanced monitoring to validate platform stability. A subsequent controlled restart and recovery of the impacted routing services fully resolved the contention conditions.

Following these actions, no further customer impact was observed. The platform remained stable throughout the monitoring period, and the incident was formally resolved after normal service operations were confirmed.

‌

Root Cause

‌

The incident was triggered by an automated infrastructure upgrade initiated by the cloud service provider. This upgrade resulted in a sequential restart of infrastructure nodes supporting the Snow Atlas platform, causing a large number of application services to restart within a compressed timeframe.

During the recovery phase, a critical routing component responsible for service discovery and request routing became saturated due to the high volume of service registration activity. Consequently, routing information was intermittently unavailable to dependent services, leading to application errors, request failures, and overall service instability for a subset of APAC customers.

Contributing Factors:

• The provider-initiated infrastructure upgrade was unplanned from an application perspective and triggered a large-scale, simultaneous service restart across the environment.
• The routing service had limited redundancy, increasing the potential for service disruption under certain conditions.
• During recovery, the temporary unavailability of the routing service prevented dependent services from resolving required routes, resulting in HTTP 404 and HTTP 500 errors across multiple application functions.
• Elevated recovery activity, combined with the lack of redundancy, amplified both the impact and duration of the incident.

‌

Remediation Actions

‌

The following remediation steps were implemented to restore service functionality:

• Technical teams identified the affected routing component and performed targeted recovery actions to restore service.
• Service restarts were completed to re-establish routing functionality and stabilize affected platform services.
• A controlled restart procedure was executed to ensure clean recovery of the impacted components.
• Enhanced monitoring was maintained throughout the recovery process to validate platform stability and detect any recurrence.
• Root cause analysis was completed and corrective actions were implemented to address the underlying infrastructure and resiliency gaps.

‌

Future Preventative Measures

‌

• Controlled Infrastructure Maintenance - Automatic upgrades have been disabled for the affected environment. Future infrastructure upgrades will be performed through planned maintenance activities with appropriate scheduling, oversight, and validation.
• Increased Service Redundancy - The routing service has been scaled up to run multiple replicas across separate infrastructure nodes.
• Improved Platform Resiliency - Platform resiliency controls have been reviewed and enhanced to better handle large-scale service restart events and reduce the risk of service discovery or routing bottlenecks during recovery operations.
• Enhanced Monitoring and Early Detection - Additional monitoring and alerting have been implemented to provide earlier visibility into service degradation and infrastructure events that could impact platform availability.

Resolved: Our teams identified an issue affecting the database server and performed a restart, which successfully restored service. We will continue to investigate the underlying root cause to determine what led to the issue and identify any necessary preventative measures. Additional details and findings will be shared in a post-mortem report.

Investigating: Incident Description: We are investigating an issue affecting a small subset of customers in the Australia production environment using Snow Atlas. Affected users may be unable to access certain Snow Atlas pages, including the Home page and SAM Core Overview page.

Priority: P2

Restoration Activity: Technical teams have engaged and are actively investigating the issue. Current analysis confirms the impact is limited to a small subset of customers in the Australia region. We are closely monitoring the environment and will provide further updates as additional information becomes available.

Postmortem: Description: Snow Atlas – APAC – Login Failures and HTTP 500 Errors

Timeframe: May 28, 2026, 20:57 PDT to May 29, 2026, 03:32 PDT

‌

Incident Summary

‌

On Thursday, May 28, 2026, at 20:57 PDT, an incident was identified impacting a subset of Snow Atlas customers in the APAC production environment. Affected users were unable to access the platform or experienced degraded application functionality. This included HTTP 500 and 404 errors, as well as instances where pages loaded incompletely with no data before ultimately returning service unavailability messages.

Technical teams engaged immediately and identified degraded performance within a core routing component responsible for handling traffic. As the issue progressed, backend services were unable to communicate reliably, leading to increased request failures and overall application instability for impacted tenants.

Initial mitigation actions, including targeted service restarts, successfully restored access for affected customers. Teams continued to investigate the underlying cause while maintaining enhanced monitoring to validate platform stability. A subsequent controlled restart and recovery of the impacted routing services fully resolved the contention conditions.

Following these actions, no further customer impact was observed. The platform remained stable throughout the monitoring period, and the incident was formally resolved after normal service operations were confirmed.

‌

Root Cause

‌

The incident was triggered by an automated infrastructure upgrade initiated by the cloud service provider. This upgrade resulted in a sequential restart of infrastructure nodes supporting the Snow Atlas platform, causing a large number of application services to restart within a compressed timeframe.

During the recovery phase, a critical routing component responsible for service discovery and request routing became saturated due to the high volume of service registration activity. Consequently, routing information was intermittently unavailable to dependent services, leading to application errors, request failures, and overall service instability for a subset of APAC customers.

Contributing Factors:

• The provider-initiated infrastructure upgrade was unplanned from an application perspective and triggered a large-scale, simultaneous service restart across the environment.
• The routing service had limited redundancy, increasing the potential for service disruption under certain conditions.
• During recovery, the temporary unavailability of the routing service prevented dependent services from resolving required routes, resulting in HTTP 404 and HTTP 500 errors across multiple application functions.
• Elevated recovery activity, combined with the lack of redundancy, amplified both the impact and duration of the incident.

‌

Remediation Actions

‌

The following remediation steps were implemented to restore service functionality:

• Technical teams identified the affected routing component and performed targeted recovery actions to restore service.
• Service restarts were completed to re-establish routing functionality and stabilize affected platform services.
• A controlled restart procedure was executed to ensure clean recovery of the impacted components.
• Enhanced monitoring was maintained throughout the recovery process to validate platform stability and detect any recurrence.
• Root cause analysis was completed and corrective actions were implemented to address the underlying infrastructure and resiliency gaps.

‌

Future Preventative Measures

‌

• Controlled Infrastructure Maintenance - Automatic upgrades have been disabled for the affected environment. Future infrastructure upgrades will be performed through planned maintenance activities with appropriate scheduling, oversight, and validation.
• Increased Service Redundancy - The routing service has been scaled up to run multiple replicas across separate infrastructure nodes.
• Improved Platform Resiliency - Platform resiliency controls have been reviewed and enhanced to better handle large-scale service restart events and reduce the risk of service discovery or routing bottlenecks during recovery operations.
• Enhanced Monitoring and Early Detection - Additional monitoring and alerting have been implemented to provide earlier visibility into service degradation and infrastructure events that could impact platform availability.

Resolved: Our teams identified an issue affecting the database server and performed a restart, which successfully restored service. We will continue to investigate the underlying root cause to determine what led to the issue and identify any necessary preventative measures. Additional details and findings will be shared in a post-mortem report.

Investigating: Incident Description: We are investigating an issue affecting a small subset of customers in the Australia production environment using Snow Atlas. Affected users may be unable to access certain Snow Atlas pages, including the Home page and SAM Core Overview page.

Priority: P2

Restoration Activity: Technical teams have engaged and are actively investigating the issue. Current analysis confirms the impact is limited to a small subset of customers in the Australia region. We are closely monitoring the environment and will provide further updates as additional information becomes available.