Temporary Service Interruption

On 14 January, 2026, 16:30 UTC, we experienced a brief service disruption affecting both BSS & Storefront applications. The issue occurred during a scheduled activity to prepare new backend services, which temporarily impacted database connectivity.

While performing infrastructure preparation work related to onboarding new backend services, a database user account was temporarily locked due to failed authentication attempts. This prevented affected applications from connecting to the database and resulted in the service disruption.

Impact

During the incident window, all customers experienced application unavailability or degraded performance. No data loss or data integrity issues occurred.

How We Fixed It

Our monitoring systems detected the issue promptly and alerted our on-call team. The database account was quickly unlocked, credentials were validated, and full service was restored within approximately 21 minutes of the initial impact.

What We’re Doing Next

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

• Strengthening validation and safeguards around database credentials used during infrastructure activities
• Improving isolation to reduce the impact of account lockouts on running services
• Enhancing monitoring around authentication failures
• Enforcing execution of similar infrastructure preparation activities outside of business hours, where possible, to minimize customer impact

Current Status

All systems are operating normally. No further problems have been detected since resolution.

We apologize for the inconvenience this disruption may have caused and appreciate your understanding. We remain committed to improving the reliability and resilience of our services.