Incident Title

Summary

Incident Title

# Service Disruption - US4 service interruption ## Root Cause Analysis ### Duration of the incident Discovered: Sep 03, 2026 07:05 UTC Resolved: Sep 03, 2026 12:20 UTC ### Customer impact Customers hosted in the US4 environment experienced intermittent service availability while the system was unstable. Impacts included difficulty accessing sites and the user interface, along with interruptions to monitoring visibility. ### Cause A core component in the US4 environment became unavailable. The platform's automated recovery process did not fully stabilize the environment, which led to repeated reconnection and recovery activity. A full restart of the US4 environment was required to restore normal operation. ### Effect The instability prevented parts of the US4 environment from communicating reliably. This caused service interruptions for many customers until the environment restarted and customer sites recovered. ### Future consideration\(s\) * Improve resilience and redundancy for critical components involved in environment recovery. * Strengthen automated monitoring and paging so this failure pattern is identified and escalated more quickly. * Review recovery behavior to reduce the likelihood that a similar component failure requires a full environment restart.

• Started

  Sep 3, 2026 · 7:12 AM

• Resolved

  Sep 3, 2026 · 8:18 AM

• Duration

  1h 5m

• Severity

  Critical

• ◐

  Investigating

  Sep 3 · 7:12 AM Auvik Networks

  We are currently investigating reports of an outage affecting sites on the US4 cluster. Impact: Customers may experience loss of services on these sites All other clusters are functioning properly. Next Steps: Our team is working to identify contributing factors. We will share updates as more information becomes available.

• ◆

  Identified

  Sep 3 · 7:21 AM Auvik Networks

  Customer Impact: Customers on the US4 cluster may remain unable to access their sites while the system recovers. All other clusters are operating normally. Current Status: Our team has identified a potential cause of the outage and is applying mitigation measures. Next Steps: We are monitoring the system’s recovery and will provide another update as more information becomes available. If you continue to experience issues, please contact Auvik Support so we can track the impact and assist you.

• ◆

  Identified

  Sep 3 · 7:52 AM Auvik Networks

  Customer Impact: Customers on the US4 cluster may remain unable to access their sites while the system recovers. All other clusters are operating normally. Current Status: Sites are recovering properly and becoming available. Next Steps: We are monitoring the system’s recovery and will provide another update as more information becomes available. If you continue to experience issues, please contact Auvik Support so we can track the impact and assist you.

• ◉

  Monitoring

  Sep 3 · 8:04 AM Auvik Networks

  We have applied changes to address the issue. Services appear to be operating normally, with the remaining site recovering. We are monitoring closely for stability. Impact: Services should be operating normally; however, if you continue to encounter problems, please report them to Auvik Support. Next Steps: We will post a final update once we confirm the resolution.

• ✓

  Resolved

  Sep 3 · 8:18 AM Auvik Networks

  The incident has been fully resolved, and all services are operating normally. Customers should no longer experience any related issues. If you continue to experience problems, please don't hesitate to contact Auvik Support. We will provide a Root Cause Analysis (RCA) once it is available.

• ✓

  Postmortem

  Sep 17 · 9:32 AM Auvik Networks

  # Service Disruption - US4 service interruption ## Root Cause Analysis ### Duration of the incident Discovered: Sep 03, 2026 07:05 UTC Resolved: Sep 03, 2026 12:20 UTC ### Customer impact Customers hosted in the US4 environment experienced intermittent service availability while the system was unstable. Impacts included difficulty accessing sites and the user interface, along with interruptions to monitoring visibility. ### Cause A core component in the US4 environment became unavailable. The platform's automated recovery process did not fully stabilize the environment, which led to repeated reconnection and recovery activity. A full restart of the US4 environment was required to restore normal operation. ### Effect The instability prevented parts of the US4 environment from communicating reliably. This caused service interruptions for many customers until the environment restarted and customer sites recovered. ### Future consideration\(s\) * Improve resilience and redundancy for critical components involved in environment recovery. * Strengthen automated monitoring and paging so this failure pattern is identified and escalated more quickly. * Review recovery behavior to reduce the likelihood that a similar component failure requires a full environment restart.