Error 404 after planned maintenance

Dear customer,

As a follow up to our last communication on the this issue, we are providing now more details on the identified root cause.
In order to standardize the configuration across all environments, the code for Backup and Ingress components was adjusted to new parameters.
Such code change triggered an unforeseen event at the panned maintenance time, affecting a significant portion of Jedox customers.
This resulted in the “404 error” page being displayed for the affected customers, making the access to environment impossible.

As an outcome of our investigation, the following Corrective and Preventive Actions have been taken:

• Jedox has implemented a solution on all affected environments to quickly restore the availability of customers login pages after the error occurred.
  This should help preventing further occurrences of such problems to our customers.
• We have also taken several other actions to help us to better foresee the effects after implementing actions to standardize the configuration of the
  environments of our customers.
• Additionally we have reviewed and updated our internal Code Review and Quality Assurance (QA) policies to prevent code errors which could trigger issues.

Please rest assured that our top priority is to provide you with the best possible service and we apologize for any
inconvenience this may have caused you.

If you have any further questions or concerns, please do not hesitate to contact our Support Team via Jedox Customer Portal

Your satisfaction is of utmost importance to us, and we are here to assist you.

Thank you for your understanding.

The current issue that triggered the incident this morning has been solved.

We will provide communication on the root cause and remediation actions that would follow-up.

If you have any further questions or concerns, please do not hesitate to contact our Support Team via Jedox Customer Portal

Thank you for your continued partnership and patience!

Dear customer,

This is an update on the current major incident that was opened this morning: we have deployed a patch that fixes the current issues with the login page. Customers should not experience any issues with login page.

We are continuing our investigation to make sure no other problems are occurring.
We will follow-up with another communication once the incident will be closed. We will provide communication on the root cause and remediation actions that would follow-up.

If you have any further questions or concerns, please do not hesitate to contact our Support Team via Jedox Customer Portal

Thank you for your continued partnership and patience!

Dear customers,

we are experiencing issues after the planned maintenance activities, which are impacting clients from all cloud regions.

All affected users are expected to see “404 error” at the login page.

Our Engineers are working actively on making the necessary adjustments, to restore the availability all impacted instances as soon as possible.

We are working to determine the root cause of the incidents, and then we will provide all necessary details via this communication.

Apologies for any inconvenience caused and Jedox remains committed to drive corrective actions to avoid future recurrences.

If you have any further questions or concerns, please do not hesitate to contact our Support Team via Jedox Customer Portal.

Thank you for your continued partnership and patience!