10:45am UTC+1 / 2:45am PST:
We are receiving reports from customers experiencing performance issues. Our team is looking into it.
11:20am UTC+1 / 3:20am PST:
Our team is still looking into the performance issue impacting some of our customers. Apologies for the disruption
11:40am UTC+1 / 3:40am PST:
We are continuing to investigate issues with performance that are affecting some customers. Apologies for the inconvenience.
12:05pm UTC+1 / 4:05am PST:Our Operations team found the root cause for the performance issues and are working on the fix. More info to follow shortly.
12:45pm UTC+1 / 4:45am PST:
Service should be returning to normal for most customers but we continue to investigate and monitor until full resolution
12:53pm UTC+1 / 4:53am PST:
All performance issues affecting some customers today have been resolved.
The root cause of this incident was an email loop found in a ticket on a customer's account. The mail loop resulted in an increased load to a server in our EU data centre, causing slowness and reduced performance for all customers located in the same data centre. We continue to add capacity to data centres to be able to better mitigate such incidents as they occur.
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If you have any question or continue to see behavior you suspect to be related to this incident, please send an email to: firstname.lastname@example.org