Customer Impact

Regions Affected: Global (all regions)

Services Affected: Customer Portal - Support Cases, Account & Company Data, Self-Registration, File Downloads

Timeframe:

• Impact Start: September 16, 2026, 8:15 am UTC

• Impact End: September 16, 2026, 12:00 pm UTC

• Total Duration: ~3 hours 45 minutes

Impact Type: Partial / intermittent - a subset of requests failed across all regions while the portal remained largely available throughout.

Customer Experience - Failed Operations:

• Support Cases: Creating and updating support cases, viewing existing case details and replies, and handling attachments

• Account & Company Data: Loading account and company information

• Self-Registration: Checking case status during self-registration

• File Downloads: Downloading files

No customer data was lost. Affected operations failed cleanly (requests were rejected or timed out) and could be completed by retrying once the service recovered; no data was corrupted or dropped.

Root Cause

On September 16, 2026, our upstream service experienced a major global service disruption affecting multiple production instances worldwide. This was a significant outage, impacting their customers globally. While the provider's outage was global in scope, its effect on Customer Portal was intermittent: a subset of API calls failed while the majority continued to succeed.

Customer Portal services rely on this service provider as the source of truth for support cases, user/contact information, and account data. As a result, the disruption to the service provider’s APIs led to failures and degraded performance across all dependent functionalities.

Detection

The issue was detected automatically through our monitoring system within minutes of the first customer-facing error. The first customer-facing errors were observed at 8:15 am UTC on September 16, 2026, and an automated alert for Customer Portal fired at 8:17 am UTC.

Because the failures were intermittent, with a portion of API calls continuing to succeed, the impact initially presented as sporadic errors rather than a clear, sustained outage. The upstream service provider publicly acknowledged the outage on their status page shortly afterward (at approximately 8:33 am UTC), confirming the root cause.

Response

Because the errors were intermittent, the initial period was spent confirming that the sporadic failures represented an upstream provider outage rather than a transient blip. At 9:14 am UTC, we published a public status update identifying degraded Customer Portal performance caused by the ongoing upstream outage.

Based on our own monitoring, Customer Portal error rates returned to normal by approximately 12:00 pm UTC, after which no further customer-facing failures were observed. Because the upstream provider's incident remained unresolved, we kept the public incident open and continued to post regular status updates (10:21 am, 11:29 am, 12:29 pm, 1:29 pm, 2:31 pm, 3:34 pm, and 4:51 pm UTC) while validating stability, until the upstream outage was fully resolved.

Follow-Up

Since the disruption originated entirely within the upstream service provider, there was no direct mitigation possible from our side during the outage. Our focus was therefore on timely communication, continuous monitoring, and validating end-to-end flow recovery as soon as the service was restored.