{
"vendor": "Voyado",
"slug": "voyado",
"platform": "statuspage",
"status_url": "https://status.voyado.com",
"last_checked": "2026-09-16T12:28:20Z",
"last_state": "ok",
"history_backfilled": true,
"first_watched": "2026-09-04T07:06:16Z",
"incidents": [
{
"body": "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.\n\nEmails affected during the incident may have remained in \u201cUnknown\u201d status in Engage until Microsoft processed the queued messages.\nMore information is available in the Microsoft 365 Service Health portal under incident EX1467029.\nNote: Microsoft 365 administrator access is required.",
"first_seen": "2026-09-04T14:19:03Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-09-07T08:40:30.631+02:00",
"resolved_inferred": false,
"started_at": "2026-09-04T14:39:53.000+02:00",
"state": "resolved",
"title": "Voyado - Microsoft 365 (business) delay in delivery",
"updated_at": "2026-09-07T08:40:30.646+02:00",
"url": "https://stspg.io/4k06y6vmt3fk"
},
{
"body": "# **Incident report**\n\n## **Summary**\n\nOn September 1, an issue with an underlying service used by Voyado caused parts of the platform to stop working as expected.\n\nThe issue affected Abandoned Cart, the Revenue Overview Dashboard, new Analytics reports, and the Automation Overview Dashboard for all tenants using these features.\n\nWe identified the cause and implemented a fix that restored the affected functionality.\n\n## **Customer impact**\n\nDuring the incident, customers using the affected features experienced errors or were unable to access the expected information.\n\nThe following features were affected:\n\n* Abandoned Cart\n* Revenue Overview Dashboard\n* New Analytics reports\n* Automation Overview Dashboard\n\nNo customer data was lost, modified, or exposed as a result of the incident.\n\n## **Root Cause**\n\nThe incident was caused by a change made to an underlying service that Voyado uses to retrieve information for these features.\n\nThe change altered what information was available to Voyado. This prevented the affected features from retrieving the information they needed to operate correctly.\n\n## **Mitigation**\n\nOnce we identified the cause, we adjusted our service to work with the change and restored the affected functionality.\n\nWe also added safeguards to better handle this type of situation should it occur again.\n\n## **Next steps**\n\nWe are reviewing how we use the underlying service to make the affected functionality less sensitive to similar changes in the future.\n\nWe are also improving our monitoring so that failures affecting these features can be detected and addressed more quickly.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-09-02T10:15:50.729+02:00",
"resolved_inferred": false,
"started_at": "2026-09-02T08:58:27.135+02:00",
"state": "postmortem",
"title": "[Engage] Issues with Abandoned Cart, Revenue Overview Dashboard and Automation Performance Dashboard",
"updated_at": "2026-09-03T09:51:40.953+02:00",
"url": "https://stspg.io/ld805zvm337f"
},
{
"body": "## Summary\n\nBetween 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.\n\nThis was not a complete sending outage. Within affected sendouts, some emails were delivered as expected while others were not sent.\n\nThe 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.\n\nThe issue was mitigated on Friday afternoon and has not recurred since.\n\n## Customer impact\n\nAffected 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.\n\nThe impact varied between sendouts. In affected cases, 30\u201350% of recipients did not receive the email, although in some cases the proportion was higher.\n\nBoth 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.\n\nStatistics and reporting were otherwise unaffected, and no customer data was lost or exposed.\n\n## Root Cause\n\nSome 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.\n\nWe 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.\n\nCurrent findings indicate that the issue was related to the infrastructure responsible for sending email requests to the provider.\n\n## Mitigation\n\nWe mitigated the issue by restarting and redeploying the affected email services on Friday 21 August at approximately 17:15 CEST.\n\nNo further impact was observed after this point. We continued monitoring throughout the weekend before marking the incident as resolved.\n\n## Next steps\n\nWe have added more detailed logging for communication with our email delivery provider and improved monitoring so that partial delivery failures can be detected earlier. \n\nWe 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.\n\nWe apologise for the disruption and the impact this had on your communication with your customers.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-08-23T11:44:49.694+02:00",
"resolved_inferred": false,
"started_at": "2026-08-21T12:41:40.102+02:00",
"state": "postmortem",
"title": "Engage - email sending issues",
"updated_at": "2026-09-08T14:28:21.843+02:00",
"url": "https://stspg.io/qhc90ryrt8q1"
},
{
"body": "The Shopify App has been operating normally, and the service has remained stable.\n\nAdditional information has been shared directly with the customers affected by the incident.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "critical",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-08-04T12:34:57.155+02:00",
"resolved_inferred": false,
"started_at": "2026-07-13T13:00:04.454+02:00",
"state": "resolved",
"title": "[Engage] - Shopify App Service Disruption",
"updated_at": "2026-08-04T12:34:57.173+02:00",
"url": "https://stspg.io/gg50r6vk67cw"
},
{
"body": "The 3rd party provider has resolved the issue.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "major",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-07-10T14:48:34.914+02:00",
"resolved_inferred": false,
"started_at": "2026-07-10T13:00:03.000+02:00",
"state": "resolved",
"title": "[Elevate] Partial outage of the Elevate Application",
"updated_at": "2026-07-10T16:15:35.794+02:00",
"url": "https://stspg.io/zxc0v0wgqphv"
},
{
"body": "## Summary\n\nOn 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.\n\nThe issue was caused by an infrastructure event that temporarily affected the platform\u2019s ability to process requests as expected.\n\nThe incident was fully resolved at 16:32 CEST, and performance returned to normal.\n\n## Customer impact\n\nDuring the incident, affected customers may have experienced slower than normal response times, request timeouts, and intermittent error messages when using Engage.\n\nThe impact was limited to parts of the platform, and no customer data was lost.\n\n## Root cause\n\nThe 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.\n\nTo 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.\n\n## Mitigation\n\nOnce the issue was identified, we added more capacity to help the platform process the increased load and reduce the queue of requests.\n\nWhen the load returned to normal, the protective mechanism was lifted for affected customers. Performance then recovered, and the incident was resolved.\n\n## Next steps\n\nWe 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.\n\nWe are sorry for the disruption this caused and appreciate your patience while we worked to restore normal platform performance.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-07-07T16:32:49.692+02:00",
"resolved_inferred": false,
"started_at": "2026-07-07T15:29:42.722+02:00",
"state": "postmortem",
"title": "[Engage] Degraded API performance",
"updated_at": "2026-07-10T10:48:40.331+02:00",
"url": "https://stspg.io/2wjc2t0cngm2"
},
{
"body": "### **Summary**\n\nOn 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.\n\n### **Customer impact**\n\nThe issue affected customers using short links in SMS campaigns, including links to registration forms and mobile swipes. The impact period was approximately 15:40\u201318:17 CEST.\n\n### **Root cause**\n\nA 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. \n\n### **Mitigation**\n\nA hotfix was developed, verified, and deployed to production. The fix was confirmed working in production before the incident was marked as resolved.\n\n### **Next steps**\n\nWe have updated the relevant test coverage and will continue improving end-to-end testing for features using short links.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "major",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-06-02T18:17:21.007+02:00",
"resolved_inferred": false,
"started_at": "2026-06-02T15:44:05.508+02:00",
"state": "postmortem",
"title": "Engage - issues with registration forms redirection not working",
"updated_at": "2026-06-15T09:39:19.275+02:00",
"url": "https://stspg.io/hlbdfxxx7s4m"
},
{
"body": "### Summary\n\nOn 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.\n\nMessage sending was not impacted. Scheduled send-outs, automation send-outs, and message delivery to recipients continued to work as expected.\n\nThe issue was resolved after deploying a hotfix to the affected frontend services.\n\n### Customer impact\n\nCustomers using Design Studio in Engage were affected, the classic email editor was not impacted. During the incident, affected users could experience problems with:\n\n* Viewing existing send-outs\n* Working with send-outs\n* Opening the Design Studio\n\nThere was no impact on recipients or outbound message delivery.\n\n### Root cause\n\nThe 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.\n\n### Mitigation\n\nInternal 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.\n\nThe 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.\n\n### Next steps\n\nWe are reviewing both technical safeguards and release routines to reduce the risk of similar incidents.\n\nWe apologize for the disruption this caused for affected users and thank you for your patience while we worked on the resolution.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "critical",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-05-22T14:45:56.622+02:00",
"resolved_inferred": false,
"started_at": "2026-05-22T11:28:56.476+02:00",
"state": "postmortem",
"title": "[Engage] Issues with displaying Design Studio messages",
"updated_at": "2026-06-02T11:55:34.577+02:00",
"url": "https://stspg.io/rfmh80y8q2r2"
},
{
"body": "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.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-05-22T16:01:05.381+02:00",
"resolved_inferred": false,
"started_at": "2026-05-22T09:40:40.236+02:00",
"state": "resolved",
"title": "Elevate Classification Issue",
"updated_at": "2026-05-22T16:01:05.400+02:00",
"url": "https://stspg.io/t7fb6kv01cmy"
},
{
"body": "## Summary\n\nOn 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.\n\n## Customer Impact\n\nDuring the incident, FTP connections and transfers were unavailable for customers using the FTP service. Once recovery actions were completed, the service resumed normal operation.\n\n## Root Cause\n\nThe 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.\n\n## Mitigation\n\n* Took corrective actions on the affected infrastructure to restore FTP availability.\n\n* Confirmed the FTP service was running normally and serving traffic after recovery.\n\n* Performed follow-up maintenance to reduce operational risk.\n\n## Next Steps\n\nImprove resilience for the FTP service to reduce the risk of similar outages.\n\nWe apologize for the disruption this caused, and we appreciate your patience while we worked to restore the service.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-04-23T16:45:04.664+02:00",
"resolved_inferred": false,
"started_at": "2026-04-23T16:12:30.322+02:00",
"state": "postmortem",
"title": "Engage - FTP server issues",
"updated_at": "2026-04-30T14:37:48.706+02:00",
"url": "https://stspg.io/3lwxzxj4wzdk"
},
{
"body": "Resolved: Following earlier performance degradation, all services have been operating normally since yesterday.\n\nWe will continue to monitor to ensure stability.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-04-10T13:13:02.289+02:00",
"resolved_inferred": false,
"started_at": "2026-04-09T11:38:43.473+02:00",
"state": "resolved",
"title": "Voyado Engage - Performance degradation affecting a subset of customers",
"updated_at": "2026-04-10T13:13:02.306+02:00",
"url": "https://stspg.io/sz03qnvnw8hg"
},
{
"body": "All services are now operating normally. We will continue to monitor to ensure stability.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-04-09T10:27:28.235+02:00",
"resolved_inferred": false,
"started_at": "2026-04-08T10:49:26.648+02:00",
"state": "resolved",
"title": "Voyado Engage- Performance degradation affecting a subset of customers",
"updated_at": "2026-04-09T10:27:28.256+02:00",
"url": "https://stspg.io/fsslqkrhyt4y"
},
{
"body": "**Summary**    \nBetween April 7 and April 9, 2026, parts of the Voyado platform experienced degraded performance related to one of our database clusters.    \nThe issue caused slower response times and intermittent errors in affected parts of the platform, including our APIs and some connected background processing. We took immediate action to reduce the load, mitigate customer impact, and restore stability.    \nCustomers that were most affected by the database load were promptly moved to other database clusters, which resolved the issue for those customers.\n\n**Customer impact**    \nCustomers connected to the affected database cluster may have experienced degraded performance, including slow or failing API requests, delays in background processing, and intermittent issues in some platform functionality.    \nDuring the most affected periods, the increased load also impacted shared platform services, which led to slower API response times for some customers outside the affected database cluster.\n\n**Root Cause**    \nOur investigation is still ongoing. Current findings point to the performance and functionality of a specific database cluster as the main contributing factor. We are continuing the investigation together with experts from our database vendor to isolate the underlying root cause.\n\n**Mitigation**    \nWe acted immediately to reduce the impact and stabilize the platform. This included reducing load on the affected cluster, performing operational failovers, and moving affected customers to other database clusters.    \nCustomers that were moved to other clusters were no longer affected by the issue after the move. These actions helped restore platform stability while the investigation continued.\n\n**Next steps**    \nWe are continuing the root cause investigation together with our vendor\u2019s specialists to fully understand why this specific database cluster degraded.    \nIn parallel, we are reviewing monitoring and alerting around database performance and related platform services, so that similar patterns can be detected and acted on even earlier in the future.\n\n  \nWe apologize for the inconvenience this incident may have caused and appreciate your understanding.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-04-07T20:57:18.084+02:00",
"resolved_inferred": false,
"started_at": "2026-04-07T14:56:20.310+02:00",
"state": "postmortem",
"title": "Voyado Engage- Performance degradation affecting a subset of customers",
"updated_at": "2026-04-24T15:10:29.785+02:00",
"url": "https://stspg.io/g2hnw23hd2xh"
},
{
"body": "## Summary\n\nOn 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.\n\n## Customer Impact\n\nMultiple 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.\n\n## Root Cause\n\nThe 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.\n\n## Mitigation\n\nAfter 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.\n\n## Next Steps\n\nTo reduce the risk of similar incidents in the future, we are:\n\n* Reviewing throttling and rate-limiting for webhook traffic\n* Reviewing monitoring and alerting for the integration \n* Strengthening guidance and communication around high-volume customer automations\n\nWe apologize for the inconvenience this incident may have caused and appreciate your understanding.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "major",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-03-20T18:19:18.731+01:00",
"resolved_inferred": false,
"started_at": "2026-03-20T17:27:23.504+01:00",
"state": "postmortem",
"title": "Engage - Vipps integration issues",
"updated_at": "2026-04-01T12:19:50.971+02:00",
"url": "https://stspg.io/hzvp0f0gx9m8"
},
{
"body": "## Summary\n\nOn 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.\n\n## Customer impact\n\nOne 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.\n\n## Root cause\n\nAs 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.\n\n## Mitigation\n\nWe 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.\n\n## Next steps\n\nTo reduce the risk of similar issues in the future, we are taking the following actions:\n\n* Evaluating validation of data types when making infrastructure changes\n\nWe are sorry for the inconvenience this caused.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "none",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-03-17T13:48:14.861+01:00",
"resolved_inferred": false,
"started_at": "2026-03-16T11:45:46.014+01:00",
"state": "postmortem",
"title": "[Engage] Incorrect timestamp format in Delta Share exports",
"updated_at": "2026-04-01T12:21:13.647+02:00",
"url": "https://stspg.io/g9tqhm3vdkfw"
},
{
"body": "This incident has been resolved.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "none",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-02-10T10:33:34.000+01:00",
"resolved_inferred": false,
"started_at": "2026-02-10T09:13:13.000+01:00",
"state": "resolved",
"title": "Elevate 3 API partially unavailable",
"updated_at": "2026-02-10T10:38:03.936+01:00",
"url": "https://stspg.io/lwcq1qplx07s"
},
{
"body": "## Summary\n\nOn the afternoon of February 5th, we experienced a disruption affecting the delivery of app push notifications for customers using the Vipps integration. The issue was caused by an expired security certificate in a third-party integration service. The problem was identified and resolved the same day, and all delayed events were sent shortly after recovery.\n\n## Customer impact\n\nSome customers experienced **delayed app push notifications**.  \nNo notifications were lost, and no other functionality within the Voyado platform was affected. The impact was considered minor and non-critical.\n\n## Root cause\n\nThe issue was caused by an **expired security certificate** used by a third-party integration service that handles communication between Voyado Engage and Vipps. Once the certificate expired, event delivery was temporarily blocked.\n\n## Mitigation\n\nAfter identifying the expired certificate, a new certificate was issued and applied with support from our IT team. Once the integration was restored, **all queued events were successfully sent**. Vipps was informed after resolution.\n\n## Next steps\n\nTo reduce the risk of similar incidents in the future, we are:\n\n* Improving monitoring and alerting for the integration to detect issues earlier\n* Establishing clearer ownership and reminders for certificate renewals well ahead of expiration\n\nWe apologize for the inconvenience this delay may have caused and appreciate your understanding.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "major",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-02-05T15:09:20.634+01:00",
"resolved_inferred": false,
"started_at": "2026-02-05T11:56:23.943+01:00",
"state": "postmortem",
"title": "Engage - Vipps integration issues",
"updated_at": "2026-02-23T14:53:00.318+01:00",
"url": "https://stspg.io/g4yz0st59pgt"
},
{
"body": "A recent network configuration update unintentionally interrupted communication between the Elevate App backend and a subset of Elevate clusters.\u00a0\n\nBecause DNS records were still being served from cache, the change didn\u2019t take effect right away. Once those cached entries expired, the loss of connectivity surfaced.\u00a0\n\nThis timing gap made it harder to connect the incident to the earlier change, which extended our troubleshooting and recovery time.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "critical",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-02-03T15:36:54.479+01:00",
"resolved_inferred": false,
"started_at": "2026-02-03T14:39:39.923+01:00",
"state": "postmortem",
"title": "App unavailable",
"updated_at": "2026-02-06T16:33:09.027+01:00",
"url": "https://stspg.io/hmljwyy0xybm"
},
{
"body": "This has been reported as resolved from our provider. \nWe apologize for any inconvenience caused by the outage.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "none",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-01-28T14:14:42.446+01:00",
"resolved_inferred": false,
"started_at": "2026-01-28T09:03:26.917+01:00",
"state": "resolved",
"title": "Voyado telecommunications outage for incoming calls",
"updated_at": "2026-01-28T14:14:42.464+01:00",
"url": "https://stspg.io/qxtqz7bw6tv8"
},
{
"body": "## Summary\n\nOn January 23, approximately between 15:20\u201316:25 CET, our FTP service experienced an outage after the underlying server became unresponsive following an unexpected spike in resource usage. The service was restored by restarting the affected server. After recovery, we verified stability and completed follow-up maintenance to reduce operational risk.\n\n## Customer impact\n\nDuring the timeframe of the  incident, FTP connections and transfers were unavailable for customers using the FTP service. Once recovery actions were completed, the service resumed normal operation.\n\n## Root Cause\n\nThe incident was triggered by an unexpected CPU spike that caused the server to stall at the system level. As a result, the FTP service stopped responding and the server could not be reached for troubleshooting until it was restarted.\n\n## Mitigation\n\n* Restarted the affected server to restore responsiveness and FTP availability.\n* Confirmed the FTP service was running normally and serving traffic after recovery.\n* Performed follow-up maintenance to reduce risk.\n\n## Next steps\n\n* Improve resilience for the FTP service to reduce the risk of full outages \\(e.g., moving toward a more redundant setup\\).\n\n\u200c\n\nWe apologize for the disruption of service this caused, and we appreciate your patience while we worked to restore the service.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "critical",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-01-23T16:28:11.080+01:00",
"resolved_inferred": false,
"started_at": "2026-01-23T15:22:15.783+01:00",
"state": "postmortem",
"title": "Engage - FTP unavailable",
"updated_at": "2026-02-09T06:14:05.967+01:00",
"url": "https://stspg.io/smm64t8vfx67"
},
{
"body": "A release of Elevate introduced a bug in the calculation of promotion statistics, which caused CPU exhaustion leading to performance degradation of some Storefront endpoints.\n\nWhen noticed, the release was aborted and rollback was made to the previous version.\n\nThe endpoints primarily affected were the landing-page and the product-page.\n\nNot all customers were affected.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-01-20T12:35:10.634+01:00",
"resolved_inferred": false,
"started_at": "2026-01-20T11:20:12.859+01:00",
"state": "postmortem",
"title": "[Elevate] Increased response times on various storefront API endpoints",
"updated_at": "2026-01-23T15:28:58.055+01:00",
"url": "https://stspg.io/mnz6sdkt372r"
},
{
"body": "## **Summary**\n\nOn January 13th, we experienced an issue that temporarily prevented access to the Design Studio for some customers using the Orders module.\n\n## **Customer Impact**\n\nCustomers with the Orders module enabled and using a specific storage configuration were unable to access data sources and email modules in the Design Studio. Email sending was not affected.\n\n## **Root Cause**\n\nThe issue was caused by a configuration error that prevented necessary data from loading correctly.\n\n## **Mitigation**\n\nWe identified the root cause and applied a fix by adjusting the storage setup. Full functionality was restored by 12:14 CET on the same day.\n\n## **Next Steps**\n\nTo prevent this from happening again, we are improving our internal testing environments and reviewing the need for this specific configuration going forward.\n\nWe sincerely apologize for the inconvenience this may have caused and appreciate your patience while we worked to resolve the issue.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-01-13T12:17:25.119+01:00",
"resolved_inferred": false,
"started_at": "2026-01-13T09:34:24.820+01:00",
"state": "postmortem",
"title": "[Engage] Design Studio: Issues with Design Studio and Data Sources",
"updated_at": "2026-01-14T16:33:31.350+01:00",
"url": "https://stspg.io/r64pzmzhqs7w"
},
{
"body": "## Summary\n\nOn December 30th, a performance issue on one of our servers led to delayed API response times for a subset of customers. The issue was quickly identified and mitigated within approximately one hour.\n\n## Customer Impact\n\nThe delays affected API responses for customers hosted on one specific server. All other parts of the platform remained fully functional.\n\n## Root Cause\n\nThe issue was triggered by a large import job that attempted to process a high volume of transactions in a single run. This created a significant number of internal locks in our database, leading to degraded performance. \n\n## Remediation & Prevention \n\nOnce the problematic job was identified, it was stopped, and a work-around was made to prevent further issues.\n\n## Next Steps\n\nWe are reviewing the job and do necessary changes to safe-guard how the platform handles high-volume imports, reducing the risk of similar incidents in the future.\n\nWe sincerely apologize for the inconvenience this caused and appreciate your patience while we worked to resolve the issue. Preventing disruptions like this remains a top priority, and we are committed to learning from this incident to improve platform resilience.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-12-30T12:59:27.299+01:00",
"resolved_inferred": false,
"started_at": "2025-12-30T12:04:18.322+01:00",
"state": "postmortem",
"title": "Engage - issue with one server affecting a subset of customers",
"updated_at": "2026-01-16T12:36:41.404+01:00",
"url": "https://stspg.io/b3hdvlnljp37"
},
{
"body": "### Summary\n\nOn the morning of November 28, we experienced a delay in the systems responsible for processing message statistics in Voyado Engage. While message delivery worked as expected, statistics\u2014such as opens, clicks, and bounces\u2014were shown with a delay of up to 60 minutes in the user interface.\n\n### Customer Impact\n\n* Message delivery was not affected.\n* Users saw delays of up to 60 minutes when reviewing delivery statistics for email send-outs.\n* Segmentation based on message statistics continued to work, though with a delay.\n* This affected all customers using Engage to send messages during the morning and early afternoon, the impact was isolated to a delay in viewing the statistics for the messages sent.\n\n### Root Cause\n\nThe issue was caused by limitations in how our internal message handler for message statistics in particular is scaled during high load. Specifically, the service handling statistics did not automatically increase its capacity as expected due to how scaling logic was configured. \n\n### Mitigation\n\n* Manual scaling was applied to increase processing capacity.\n* Services were restarted to resolve blocks in the processing.\n* We adjusted the internal message handling strategy to improve throughput.\n* By mid-afternoon, statistics processing had caught up and delays were resolved.\n\n### Next Steps\n\n* Review and update scaling configuration to ensure automatic scaling behaves as expected.\n\nWe sincerely apologize for the inconvenience this may have caused and appreciate your patience while we worked to resolve the issue.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-11-28T17:55:42.092+01:00",
"resolved_inferred": false,
"started_at": "2025-11-28T10:49:09.818+01:00",
"state": "postmortem",
"title": "[Engage] Delays in Processing Message Statistics",
"updated_at": "2025-12-19T13:39:41.235+01:00",
"url": "https://stspg.io/p2j7d13dtsw4"
},
{
"body": "## **Summary**\n\nOn 2025-11-12, an issue was introduced in a morning update that caused registration forms to fail silently on submission for multiple customers. The forms appeared to work but did not process user input.\n\n## **Customer Impact**\n\nEnd-users were unable to submit registration forms or update communication preferences. No error messages were shown, which impacted onboarding and preference management flows.\n\n## **Root Cause**\n\nA bug in the released code affected how registration forms handled certain preference fields, causing submissions to fail without visible errors.\n\n## **Mitigation**\n\nA fix was identified and deployed to resolve the issue.\n\n## **Next Steps**\n\nWe are implementing additional testing safeguards and improving our internal processes to detect similar issues earlier.\n\nWe apologize for the disruption and appreciate your understanding.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "major",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-11-12T13:28:26.770+01:00",
"resolved_inferred": false,
"started_at": "2025-11-12T10:49:27.628+01:00",
"state": "postmortem",
"title": "Engage - Problems submitting registration forms",
"updated_at": "2025-12-03T12:23:18.761+01:00",
"url": "https://stspg.io/4w0n7n4vxd82"
},
{
"body": "## Summary\n\nOn November 7th, an unusually high number of internal events were generated due to a planned feature rollout. This caused delays in processing certain automations.\n\n## Customer Impact\n\nAutomations triggered by customer interactions or audience targeting were delayed by up to 12 hours. All affected automations were eventually executed. Other parts of the platform operated as normal.\n\n## Root Cause and Mitigation\n\nWhen the new Marketing Groups feature was enabled for all customers, a large volume of events \\(hundreds of millions\\) was generated in a short time. The system processing these events could not keep up, which resulted in delays for other events in the same internal queue.\n\nTo restore normal flow, we temporarily cleared out the backlog of non-critical events and performed database synchronizations to ensure data accuracy. Normal operation resumed later the same day.\n\n## Next Steps\n\nWe are improving our monitoring and alerting to detect similar issues earlier, and we are reviewing our event handling capacity and release procedures to prevent future impact from large-scale rollouts.\n\nWe apologize for any inconvenience caused and appreciate your patience while we resolved the issue.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-11-07T16:54:50.118+01:00",
"resolved_inferred": false,
"started_at": "2025-11-07T12:42:00.203+01:00",
"state": "postmortem",
"title": "Voyado Engage - Delay in Event Processing",
"updated_at": "2025-11-13T09:18:09.930+01:00",
"url": "https://stspg.io/mjlrnbtstlh2"
},
{
"body": "**Description**\n\nDuring an A/B test of personalization functionality, an update introduced data that was not compatible with older system versions. This caused search-page errors for some shoppers when their requests were routed between nodes running different versions.\u00a0\n\nThe A/B test was disabled promptly, preventing new incompatible data from being written. This action significantly reduced the error rate. Errors continued to occur for a limited number of shoppers who had already been affected, until all older nodes were fully upgraded.\u00a0\u00a0\n\n* The majority of customers running the test experienced no impact.\u00a0\n\n* Most customers faced none or a few errors.\u00a0\n\nAll systems were upgraded to the new version, eliminating the incompatibility and restoring full stability.\u00a0\n\n**Business impact**\n\n* Some shoppers attempting searches received error messages, which could disrupt their browsing and purchase flow.\u00a0\n\n* Only customers actively running the personalization A/B test were affected. For most, the number of shoppers impacted was very limited.\u00a0\n\n**Review**\n\n* Review of rollout and A/B testing procedures to reduce cross-version risk.\u00a0\n\n* Improve error handling in personalization so that issues cannot cause shopper-facing failures.\u00a0\n\n* Add faster \u201ckill switch\u201d capabilities to disable personalization in case of future incidents.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-10-14T11:45:17.969+02:00",
"resolved_inferred": false,
"started_at": "2025-10-14T11:08:01.298+02:00",
"state": "postmortem",
"title": "[Elevate] Search-page returning sporadic errors",
"updated_at": "2025-10-14T16:36:18.897+02:00",
"url": "https://stspg.io/ddnnl0jctp9d"
},
{
"body": "## Summary\n\nA background system component failed to start due to outdated software. This caused some data to stop updating for a short period.\n\n## Customer Impact\n\nFor a limited time, some customers saw outdated or missing data in the Revenue Overview Dashboard.\n\n## Root Cause and Mitigation\n\nThe issue was caused by an outdated software dependency. The system was updated to the latest version, and we\u2019ve added improved monitoring to detect similar issues earlier in the future.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-10-09T12:10:04.749+02:00",
"resolved_inferred": false,
"started_at": "2025-10-09T11:35:22.287+02:00",
"state": "postmortem",
"title": "[Engage] - Inacurate Data In Revenue Overview Dashboard",
"updated_at": "2025-10-13T11:38:48.837+02:00",
"url": "https://stspg.io/ds94d9125gjz"
},
{
"body": "### Summary\n\nBetween October 7th and October 8th, users could experience delays in the display of message send-out status updates in the Engage interface. While the messages were sent as expected, the visual feedback in the interface did not reflect their actual status.\n\n### Customer Impact\n\nDuring the incident, message send-out status and related statistics were delayed in Engage. No messages were lost or failed to send\u2014this was a display issue only.\n\n### Root Cause\n\nThe delay was caused by an unusually large batch of events from our data processing pipeline that overwhelmed an internal message handler. The large batch occurred due to a change in configuration during refactoring that led to unintentionally re-sending of all historic events. While the initial ingestion layer could handle the load, the downstream system could not process events fast enough, resulting in a backlog. A key process responsible for moving events downstream stopped functioning correctly, and the issue went unnoticed for several hours adding to the backlog and ultimate delay.\n\n### Mitigation\n\n* Redundant subscriptions were removed and recreated to clear the backlog.\n* Processing power was increased for the affected message handler.\n* The rate of downstream event processing was reduced to alleviate pressure.\n* Event processing was monitored until the backlog was fully cleared.\n\nBy the afternoon of October 8th, the system had fully caught up and normal status updates were visible again in Engage.\n\n### Next Steps\n\nTo reduce the risk of similar issues occurring in the future, we are implementing the following improvements:\n\n* Improving autoscaling for the internal message handler system\n* Improving safeguards in our data platform to avoid overwhelming downstream systems\n* Adding delivery time monitoring to our internal dashboards to detect delays earlier\n\nWe apologize for the inconvenience this may have caused and appreciate your patience while we worked to resolve the issue.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-10-08T15:24:09.046+02:00",
"resolved_inferred": false,
"started_at": "2025-10-08T12:02:21.937+02:00",
"state": "postmortem",
"title": "[Engage] Delayed sendout status updates",
"updated_at": "2025-11-06T22:59:49.007+01:00",
"url": "https://stspg.io/3fqtxj6w7cgg"
},
{
"body": "# **Summary**\n\n  \nOn October 1st, 2025, the Order V3 API was unavailable between 12:00 and 14:30 CEST. The issue was caused by a faulty update intended to handle previously failed orders and led to serialization errors that made the API unresponsive. The problem was identified and a fix was deployed to restore normal operations.\n\n# **Customer Impact**\n\n  \nA few customers were affected during the incident. Customers using the Order V3 API were unable to place or manage orders through this version of the API during the downtime. Other versions and platform features remained unaffected.\n\n# **Root Cause**\n\n  \nThe issue derived from a serialization error introduced during a fix deployment aimed at resending failed order messages. This error caused all incoming commands to fail, rendering the Order V3 API temporarily unusable.\n\n# **Mitigation**\n\n  \nThe issue was identified and a fix was prepared and deployed. Full functionality was restored by 14:30 CEST, the system was closely monitored to ensure stability.\n\n# **Next Steps**\n\n  \nWe are taking several actions to prevent similar incidents:\n\n* Improving test coverage and automated validation for critical API updates.\n* Enhancing our developer tools to better simulate and detect serialization issues.\n\nWe apologize for the inconvenience caused and appreciate your patience as we continue to improve the reliability of our platform.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "major",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-10-01T15:02:10.750+02:00",
"resolved_inferred": false,
"started_at": "2025-10-01T12:27:41.528+02:00",
"state": "postmortem",
"title": "[Engage] v3 Orders Currently Unavailable",
"updated_at": "2025-10-15T11:40:33.518+02:00",
"url": "https://stspg.io/zw595rp8wssz"
},
{
"body": "## Summary\n\nOn September 30th, Engage experienced a temporary disruption in email send-outs due to an error in newly deployed code. The issue was quickly identified, and a hotfix was deployed. While no messages were lost, some email messages were delayed as the system worked through a backlog.\n\n## Customer Impact\n\nMajority of customers were potentially affected. Most experienced delays in automation emails. In a few cases, delays were up to 8 hours, but the majority of impacted messages were delivered within 3\u20134 hours. No SMS or priority messages were affected.\n\n## Root Cause\n\nThe disruption was caused by an internal misconfiguration in how the platform determined where to store and retrieve data for email messages. When a new code deployment corrected this configuration, it unintentionally disrupted messages that had already been processed using the old setup. This led to messages being queued and not sent.\n\n## Mitigation\n\nAfter identifying the issue, a hotfix was deployed to prevent further impact. Additional work was done throughout the day to manually resend affected messages and ensure all queued messages were successfully delivered.\n\n## Next Steps\n\nTo reduce the risk of similar issues in the future, we are:\n\n* Implementing automated code checks that will detect and block misconfigurations before deployment.\n* Improving internal processes for incident handling and maintenance tooling, including procedures to quickly resending impacted messages.\n\nWe apologize for any inconvenience caused and appreciate your patience while we resolved the issue.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-09-30T13:40:23.922+02:00",
"resolved_inferred": false,
"started_at": "2025-09-30T09:21:22.877+02:00",
"state": "postmortem",
"title": "[Engage] Email Sendout Disruption",
"updated_at": "2025-10-13T15:00:48.975+02:00",
"url": "https://stspg.io/y94nhxwsw1ft"
},
{
"body": "## Summary\n\nOn September 28th, Engage experienced delays in sending bulk email messages. The issue was caused by part of our internal email processing setup not operating as expected. The delay was resolved the same day, and no messages were lost.\n\n## Customer Impact\n\nBulk emails for a minor sub-set of customers were delayed by up to 3 hours. Priority messages, including automation emails and SMS, were not affected and were delivered as normal.\n\n## Root Cause\n\nThree of the internal services responsible for processing emails were not active due to a system update on September 27th. This caused them to restart without automatically reactivating the needed components. Combined with a high traffic in the system, this led to a backlog in the email messaging pipeline.\n\n## Mitigation\n\nThe inactive services were redeployed, restoring full processing capacity. Once this was done, the message queue was quickly processed, and operations returned to normal.\n\n## Next Steps\n\nTo prevent similar issues in the future, we are:\n\n* Updating our deployment pipeline to ensure the required components are automatically restarted after updates.\n* Introducing additional monitoring and alerts to detect inactive or underperforming internal services sooner.\n\nWe appreciate your understanding and patience while we worked through this issue and apologize for any inconvenience.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-09-28T12:14:22.070+02:00",
"resolved_inferred": false,
"started_at": "2025-09-28T10:34:49.000+02:00",
"state": "postmortem",
"title": "[Engage] Delay in Processing of Sendouts",
"updated_at": "2025-10-13T14:58:17.269+02:00",
"url": "https://stspg.io/rtx4hlnp1thn"
},
{
"body": "The issue was automatically resolved earlier this morning. Any potential customer impact was already cleared before we began investigating.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-09-26T13:20:41.984+02:00",
"resolved_inferred": false,
"started_at": "2025-09-26T10:48:58.029+02:00",
"state": "resolved",
"title": "[Elevate] More Delays with the analytics data",
"updated_at": "2025-09-26T13:20:42.002+02:00",
"url": "https://stspg.io/gmfj0tzvff9k"
},
{
"body": "The incident has now been resolved, and analytics data has been fully updated. Reports are displaying correct and complete statistics again.\n\nThank you for your patience throughout this incident.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "none",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-09-25T15:56:24.947+02:00",
"resolved_inferred": false,
"started_at": "2025-09-23T14:39:35.747+02:00",
"state": "resolved",
"title": "[Elevate] Delay in analytics data",
"updated_at": "2025-09-25T15:56:24.964+02:00",
"url": "https://stspg.io/bjzg71m19m7k"
},
{
"body": "We have monitored the platform closely following the earlier performance issues, and all systems have remained stable. Loading times and processing are back to normal levels.\n\nWhile we are still investigating the underlying root cause to prevent recurrence, the immediate issue has been resolved.\n\nThank you for your patience during this incident.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-09-23T14:01:53.518+02:00",
"resolved_inferred": false,
"started_at": "2025-09-23T12:28:07.843+02:00",
"state": "resolved",
"title": "[Engage] System Performance Degradation",
"updated_at": "2025-09-23T14:01:53.535+02:00",
"url": "https://stspg.io/40kf04vt0n64"
},
{
"body": "### Summary\n\nOn the morning of September 17th, the Engage platform experienced degraded performance primarily affecting messaging and APIs. The root cause was traced to a scenario triggered by the intentional disabling of messaging functionality for a specific tenant. This caused an unusually high load on our infrastructure, causing ripple effects in parts of the system affecting other tenants as well.\n\n### Customer Impact\n\n* **Messaging delays** of 10\u201330 minutes for most customers. One tenant experienced longer delays \\(up to 60 minutes\\) and required minor manual intervention for a small number of messages.\n* **APIs affected**: CreateContact, GetContact, and UpdateContact showed poor response times for a sub-set of customers. \n\nNo messages were lost, and all systems were fully recovered by 11:10 CEST.\n\n### Root Cause\n\nThe incident stemmed from disabling messaging functionality for a specific tenant in combination with messaging activity for that tenant. This generated a lot of activity in the system among other triggering a poorly optimized database query. The query caused significant load on our database servers, leading to cascading delays across queues and APIs.\n\n### Mitigation\n\n* Redeployment of services to free up resources\n* Actions to unblock queued up events\n* A hotfix was deployed to optimize an identified complex query and reduce system strain.\n\n### Next Steps\n\nTo prevent similar issues we are working on improvements for:\n\n* Query handling for stopped messages will be further optimized.\n* Enhanced monitoring and tooling around internal message handling usage and query execution are being introduced.\n\nWe appreciate your patience and understanding, and apologize for any inconvenience. Please reach out if you have any questions or need further clarification.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-09-17T11:21:06.614+02:00",
"resolved_inferred": false,
"started_at": "2025-09-17T09:41:26.923+02:00",
"state": "postmortem",
"title": "[Engage] Message Delays and API Slowness",
"updated_at": "2025-09-25T11:46:49.015+02:00",
"url": "https://stspg.io/d928yjbjd5x1"
},
{
"body": "We experienced an issue affecting a small subset of clusters where product results were not ordered with the expected relevance. \nThe incident occurred between approximately 11:30 UTC and 13:45 UTC.\n\nThe issue has been resolved, and relevance order is now restored for all affected clusters. No further impact is expected.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "none",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-09-15T01:30:00.000+02:00",
"resolved_inferred": false,
"started_at": "2025-09-15T01:30:00.000+02:00",
"state": "resolved",
"title": "[Elevate] Relevance order degradation for a subset of customers",
"updated_at": "2025-09-15T16:37:40.729+02:00",
"url": "https://stspg.io/ypz9r2t8k7wd"
},
{
"body": "## Summary\n\nOn September 8th 2025, our platform experienced degraded performance due to an unexpected surge in traffic. This led to delays in processing and temporary errors across some services.\n\n## Customer Impact\n\nDuring the incident, some customers encountered error responses from APIs and delays in automations, scheduled jobs, and outbound communications. All delayed messages were eventually processed and delivered once the issue was resolved.\n\n## Root Cause and Mitigation\n\nThe disruption was caused by an unexpected increase in usage patterns that placed a heavy load on the underlying systems. This created bottlenecks in message processing, resulting in delays and errors. The issue was resolved by redistributing system load, which restored normal operation.\n\n## Next Steps\n\nWe are reviewing system capacity and safeguards to ensure more resilience against sudden changes in usage. Improvements are planned in monitoring, load management, and isolation to reduce the likelihood of similar incidents in the future.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-09-08T13:15:17.969+02:00",
"resolved_inferred": false,
"started_at": "2025-09-08T12:27:28.024+02:00",
"state": "postmortem",
"title": "[Engage] System Performance Degradation",
"updated_at": "2025-09-25T14:02:33.797+02:00",
"url": "https://stspg.io/041ylm2g46st"
},
{
"body": "**Summary**  \nOn August 20th, we experienced an issue affecting connectivity and performance in our API Gateway. The incident was identified and resolved within a short time frame.  \n  \n**Customer impact**  \nDuring the incident, some customers experienced degraded performance and intermittent connectivity issues when accessing the API Gateway. Other platform functionality remained unaffected.  \n  \n**Root cause**  \nThe issue was caused by an SSL certificate deployment that introduced unexpected connectivity and performance problems.  \n  \n**Mitigation**  \nOnce identified, the deployment was quickly reverted, which immediately stabilized the platform. A permanent fix has since been implemented, and no further performance degradation has been observed.  \n  \n**Next steps**  \nWe have updated our deployment routines and processes to ensure similar issues are avoided in the future.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-08-20T17:17:14.398+02:00",
"resolved_inferred": false,
"started_at": "2025-08-20T14:29:50.356+02:00",
"state": "postmortem",
"title": "[Engage] Service Disruption",
"updated_at": "2025-08-26T09:21:49.554+02:00",
"url": "https://stspg.io/94k7s345g7gw"
},
{
"body": "## Summary\n\nOn August 19th, Voyado Engage experienced degraded performance on the Contact API due to an issue introduced in a recent release.\n\n## Customer Impact\n\nCustomers using the Contact API may have experienced slower response times. Other parts of the platform remained fully operational.\n\n## Root Cause\n\nA code change led to unintended system behavior that affected backend performance. The issue was related to a specific component used to detect changes in contact data.\n\n## Mitigation\n\nThe problematic code was disabled through a targeted hotfix, which restored normal performance.\n\n## Next steps\n\nWe are improving safeguards around this component and enhancing our deployment checks to prevent similar issues in the future.\n\nWe are sorry for the disruption this caused and appreciate your patience while we worked to resolve the issue.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "major",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-08-19T16:49:11.099+02:00",
"resolved_inferred": false,
"started_at": "2025-08-19T10:05:28.000+02:00",
"state": "postmortem",
"title": "[Engage] Slow Response Times on Contact API",
"updated_at": "2025-08-27T14:30:29.459+02:00",
"url": "https://stspg.io/411dxc4blv26"
}
]
}