US Region - Database Instability

Summary

US Region - Database Instability

Update - 26 Jul 2026, 16:25 BST All services have been fully restored. Database storage and replication are healthy. Data synchronisation (SCIM, HRIS) has resumed normally. No customer data was lost. We apologise for any inconvenience caused.

• Started

  Jul 25, 2026 · 10:07 PM

• Resolved

  Jul 26, 2026 · 3:24 PM

• Duration

  17h 17m

• Severity

  Major

• ◐

  Investigating

  Jul 25 · 10:07 PM Exclaimer

  We are currently investigating recurring instability affecting our US region Postgres database infrastructure. This is caused by an underlying Azure infrastructure issue (Tracking ID: SRV7-K0G). Some US customers may experience intermittent issues with Active Directory sync and the admin user interface during this window. We are working with Microsoft Azure to resolve this as quickly as possible. We will provide updates every 30 minutes. Started: 25 Jul 2026, 22:20 BST

• ◐

  Investigating

  Jul 25 · 10:10 PM Exclaimer

  We are continuing to investigate this issue.

• ◆

  Identified

  Jul 26 · 12:09 AM Exclaimer

  The issue has been identified and a fix is being implemented. Email delivery and signature application are not affected and continue to operate normally. No customer data has been lost. Following the previous incident in US on July 23rd one of the database replicas did not recover normally after the outage was resolved, and because of this storage was quickly used up on the primary database server. Recovery is in progress and replication is catching up slowly, we expect this to happen over the course of Sunday. The impacts noted still apply as we have temporarily paused data synchronisation attempts (including SCIM and HRIS) in order to complete recovery. We will provide the next update within 12 hours.

• ◉

  Monitoring

  Jul 26 · 9:15 AM Exclaimer

  Update - 26 Jul 2026, 10:15 BST Database recovery has completed overnight ahead of schedule. Storage has returned to normal levels and replication is fully caught up. We are currently in the process of re-enabling paused services. We will update the affected components to Operational once services have been fully restored. Email delivery and signature application continue to operate normally.

• ✓

  Resolved

  Jul 26 · 3:24 PM Exclaimer

  Update - 26 Jul 2026, 16:25 BST All services have been fully restored. Database storage and replication are healthy. Data synchronisation (SCIM, HRIS) has resumed normally. No customer data was lost. We apologise for any inconvenience caused.