Unavailability of services in North Europe

Dear valued Jedox customers,

as communicated earlier, from 2024-12-09 at 13:30 UTC until 2024-12-09 at 14:40 UTC, during a regular operational activity, a network link between several underlying infrastructure components was severed and all customers with cloud environments hosted in North Europe have experienced unavailability of the integrator (ETL) application.

Root cause: during the change, the engineer executing the necessary actions overlooked that the same Virtual network has the subnets of the Postgres Database. This removal resulted in the Postgres database and ETL service being unavailable in NE.

In order to prevent this situation from happening in the future the following actions were taken immediately:

• A thorough review was conducted with all stakeholders to understand the incident’s handling and identify further improvements for our internal processes;
• All internal checklists and procedures for such activities were assessed and updated accordingly to cover any gaps in the process.

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.

Thank you for your understanding.

Dear valued customers,

during a regular operational activity, a network link between several underlying infrastructure components was severed.

Customers with environments hosted in the cloud region North Europe have experienced symptoms like the unavailability of the integrator (ETL) during the outage period.

The link has been reconfigured and all the services have been restored.

Should you still experience any issues, please report them via our Customer Portal.

We apologize for any inconvenience this may cause to your business, and appreciate your understanding as we are working continuously to improve our services.

Our teams will work on a Postmortem of whose details will be published within 7 days via this communication in Stasupage.