Temporary Service Management Disruption in Multiple Regions in Europe

Dear Valued Customers,

On 22nd of January, our underlying cloud infrastructure provider experienced an issue that affected parts of their platform. As a result, some management operations for our service were temporarily disrupted.

During the incident window, customers may have experienced problems when we (or automated systems) attempted to:

• Scale services up or down
• Restart services
• Apply updates or maintenance actions

For most customers, running workloads continued to operate normally, and the issue only became visible when one of the above actions was triggered.

What caused this?

The cloud provider identified a fault in a specific system image used by part of their infrastructure. After running for a certain period of time, this image could stop responding correctly, preventing new or updated components from starting as expected.
Because existing components continued running, the issue was not immediately obvious until a change (such as scaling or updating) was attempted.

Impact to customers

• Some customers may have seen failed service updates, delayed scaling, or temporary inability to restart services.
• There was no data loss associated with this incident.
• Actual impact varied by customer depending on whether service changes were performed during the incident window.

How was this resolved?

The cloud provider deployed a fix across all regions, ensuring that newly created or updated infrastructure is no longer affected.

As of 00:00 UTC on 23 January 2026, the issue was fully resolved.
Following confirmation that the fix was in place, our team verified recovery steps and ensured our services returned to normal operation on most of the infrastructure. Part of the infrastructure might still encounter hiccups, as our team is actively performing recovery actions.

What are we doing next?

• We are reviewing the incident internally to better understand the impact to our services and identify any improvements.
• A Post-mortem will be shared with our customers once completed, in line with our service provider’s processes - typically between 7-14 days.

Need more information?

If you have questions about whether your service was impacted, or if you noticed any unusual behavior during this time, please contact our Support team via the Jedox Customer Portal.

Thank you for your continued trust and partnership.

– The Jedox Team