Integration Service Outage in EU region

Customer impact

Between April 3, 2025 at 13:32 UTC and April 4, 2025 at 01:52 UTC, a subset of customers in EU region experienced degraded service when accessing certain Integration Service metadata APIs—specifically, Connections, Connectors, and Triggers. This caused intermittent instability in the UI for impacted users. All other regions and services dependent on the Integration Service remained unaffected.

Root cause

The incident was triggered by a single database query from one tenant that, under increased traffic, became highly resource-intensive. This query consumed a significant number of database connections, saturating the connection pool. As a result, other customer requests were unable to establish new database sessions, leading to intermittent timeouts and degraded performance when accessing metadata APIs.

Detection

The issue was not detected by our service-specific alerting systems. It was first brought to our attention through our Site Reliability team, globally monitoring our Platform Gateway status.

Response

Once identified, the offending process was promptly disabled, and the system was stabilized by releasing the saturated database connections. This action restored the availability and performance of the impacted services.

Follow-up

To prevent similar incidents in the future, we are taking the following steps:

• Optimizing the specific query that contributed to the database connection pool saturation, ensuring it performs efficiently under high traffic conditions.
• Tuning database connection pool configurations to improve resilience and reduce the likelihood of contention during traffic spikes.
• Enhancing monitoring and alerting mechanisms to proactively detect unusual query patterns and potential resource exhaustion scenarios before they impact customers.