Templafy Status

Postmortem: Investigation
The incident began on October 16, 2025, at 6:00 AM CET and was detected on October 22, 2025, at 10:40 AM CET after users reported that the Templafy Desktop onboarding flow failed during manual login. Affected users encountered a blank screen after pressing Logout, logging in again, and then selecting Access Templafy.
The engineering team initiated the investigation on October 22, 2025, at 1:20 PM CET. Early analysis confirmed that the issue primarily affected users whose seamless single sign-on (SSO) was not functioning, forcing them into the manual login path. Upon reviewing recent code updates and deployment history, the team identified a regression in the AddInManagement desktop frontend component, specifically within a React component responsible for handling user interaction state.

Mitigation
Once the issue was identified, engineers began implementing a targeted fix. The correction focused on adjusting the type handling logic for the interactive state within the affected React component.
The updated package was deployed to production for validation. Testing confirmed that the onboarding flow and manual login process were restored, and users were again able to access Templafy Desktop without encountering a blank screen.

Resolution
By 2:33 PM CET on October 22, 2025, the fix had been successfully deployed to production. Validation across multiple tenants confirmed that the login flow functioned correctly, regardless of whether SSO was available.
The restoration of the onboarding process fully resolved the issue, and no further user reports were received after the fix was applied.

Post-Incident Actions
Following the incident, several actions have been planned and initiated to reduce the likelihood of similar issues recurring:

• Add an automated test to cover this login flow and verify correct behavior in the onboarding process.
• Set up automated alerts for AddInManagement frontend errors to enable faster detection and response.

Impact and Scope
The incident affected users across multiple tenants where seamless SSO was not active. These users experienced a blank screen during the Templafy Desktop onboarding process, preventing successful login.
The issue did not impact other areas of the product or users with functional SSO configurations. Once the fix was deployed, all affected tenants confirmed that login functionality had been restored.
We sincerely apologize for the disruption caused by this issue. Maintaining a reliable and seamless login experience remains a top priority, and the engineering team has already implemented additional safeguards to prevent similar issues in the future.

Resolved: The incident has been resolved, and further information will be provided in a postmortem shortly.

We apologize for the impact to affected customers.

Identified: We are continuing to work on a fix for this issue.

Identified: We have identified an issue that affects a subset of customers and are working towards a resolution. Further updates will be posted here soon.

Postmortem: Investigation

The incident began on October 17, 2025, at 8:02 AM CET in West Europe (Production 0) and on October 20, 2025, between 8:48 AM CET and 9:15 AM CET across Production 1–5 clusters. It was detected on October 20, 2025, at 1:44 PM CET, after reports indicated that users were able to access Spaces within their own environment without being members of those Spaces.  The engineering team initiated the investigation at 3:34 PM CET on October 20, 2025. The root cause was traced to a recent change in the Library App that affected the authorization logic used when fetching Space data.

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Mitigation

At 3:58 PM CET, the engineering team began implementing a fix. The first mitigation step involved rolling back the recent changes that introduced the authorization issue. This rollback effectively restored the correct filtering logic, ensuring users could only access Spaces to which they were authorized.

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Resolution

By 4:29 PM CET on October 20, 2025, the rollback had been fully deployed across all production clusters. Following verification and monitoring, normal access restrictions were confirmed to be functioning correctly. The issue was considered resolved at this time.

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Post-Incident Actions

To prevent similar issues from occurring, the following preventive measures are being implemented:

• Expanding automated testing of the Library feature to ensure access controls work as intended.
• Strengthening how internal APIs are protected by moving to a more restrictive allow-list model.
• Providing additional security training for our engineering teams.
• Improving our development environments to better detect access and permission issues before release.

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Impact and Scope

This incident allowed existing platform users from within the same customer environment to view Spaces of which they weren’t members. The issue only affected customers with multiple Spaces. We have directly notified the small number of impacted customers. If you have not been contacted, no assets associated with your account were actively used during the incident window. While certain assets may have been visible to users within your own environment, there is no indication of any interaction, modification or misuse. It is important to note that the visibility issue is strictly confined to users within customers’ own environment — no users from other customers or external third parties had any access. The issue affected all production clusters:

• West Europe (Production 0): October 17, 2025, 8:02 AM CET
• West Europe (Production 1): October 20, 2025, 9:15 AM CET
• East US (Production 2): October 20, 2025, 8:48 AM CET
• Australia East (Production 3): October 20, 2025, 8:48 AM CET
• Canada Central (Production 4): October 20, 2025, 8:48 AM CET
• West Europe (Production 5): October 20, 2025, 9:15 AM CET

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All affected clusters were promptly rolled back following the detection of the issue.We sincerely apologize for the disruption caused by this security-related incident. Protecting our customers’ data and maintaining strict access control standards are our highest priorities. We are taking immediate and long-term actions to strengthen safeguards, improve internal validation and reinforce our commitment to delivering a secure and reliable service.

Resolved: The incident has been resolved, and further information will be provided in a postmortem shortly.

We apologize for the impact to affected customers.

Monitoring: The issue was caused by a bug introduced in a recent Library App update, which temporarily allowed users to view Spaces within their tenant even if they were not members. The root cause has been identified, and the changes that introduced the bug have been rolled back. Access controls are now functioning as expected, and we are actively monitoring the system to ensure stability. Further information will be provided in a postmortem shortly.

Identified: We have identified an issue that affects a subset of customers and are working towards a resolution. Further updates will be posted here soon.

Postmortem: Investigation

The issue began at 8:00 AM CET on October 20, 2025, when users experienced errors while creating documents across West Europe (Production 0) in the Hive environment. It was detected at 8:56 AM CET, prompting an immediate investigation by the engineering team.

Initial observations suggested that the problem originated when document generation was failing due to an authentication issue with the Azure OpenAI integration. Further review of recent changes revealed that the issue was caused by introducing a new dependency which had incorrect authentication configuration set up.

Mitigation

At 9:33 AM CET, the engineering team began implementing a mitigation plan to fix the configuration issue for the new dependency. The fix involved aligning the authentication configuration of the new service.

Resolution

At 12:57 PM CET, the fix was deployed across West Europe (Production 0) in the Hive environment. The authentication alignment successfully restored document generation capabilities for affected users. Post-deployment monitoring confirmed service stability, and no further issues were observed.

Post-Incident Actions

To prevent similar issues from recurring, we’re implementing a smoke test for document generation to detect authentication discrepancies early.

Impact and Scope

This incident affected users creating documents across West Europe (Production 0) in the Hive environment. All other platform functionalities remained stable throughout the event, and no data loss occurred.

We sincerely apologize for the disruption caused by this incident. Maintaining a reliable and consistent customer experience remains our highest priority. We are taking the outlined steps to strengthen testing and validation processes and to prevent similar issues in the future.

Resolved: The incident has been resolved, and further information will be provided in a postmortem shortly.

We apologize for the impact to affected customers.

Identified: We have identified an issue that affects a subset of customers and are working towards a resolution.

Users may experience issues when creating AI-connected documents.

Further updates will be posted here soon.