Intermittent connectivity issue on EU region

Introduction

• Purpose: This report provides an overview of the recent service disruption impacting users in the EU region.
• Apology: We sincerely apologize for the inconvenience this may have caused and remain committed to maintaining a high level of service reliability.

Incident Overview

• Duration: 45 minutes, from 2025-04-22 13:45 to 14:30 UTC
• Region Affected: EU
• Services Affected: /v1/customers endpoint and business-events service

Root Cause Analysis

• Primary Issue: A misconfigured feature flag initiated the disruption.
• Secondary Factor: A related configuration change caused service instability.

Impact

• Service Accessibility: Intermittent connectivity issues were experienced throughout the incident window.
• Service Downtime: The business-events service was fully unavailable for part of the duration.
• Summary: intermittent connectivity issues across the EU region during the affected window.

Corrective Actions and Improvements

• Immediate Response: The misconfiguration was reverted and services were promptly restored.
• Ongoing Improvements: We are implementing additional safeguards around configuration changes and enhancing monitoring across regional environments.

Conclusion

• Commitment: We remain focused on delivering dependable and resilient services to all partners.
• Appreciation: Thank you for your understanding and continued trust.