PRODUS - Aera platform services are degraded

Summary:

On 27 March 2025, the Aera Platform experienced an issue that impacted system performance and availability. Following an investigation by our Production Services and Site Reliability Engineering teams, it was determined that the issue arose from unexpected system behaviour related to data storage management, along with an unforeseen interaction with a security tool. Our SRE team promptly took corrective actions, implemented adjustments to stabilise the platform, and fully restored functionality.

Customer Impact:

Some users experienced an issue accessing the Aera application, impacting availability and delaying business operations.

Root Cause:

The issue was caused by an unexpected system behaviour related to data storage management, along with an unintended interaction with a security tool.

Remediations:

Our team implemented corrective adjustments to stabilise the platform and fully restore functionality.

Future Mitigating Actions:

Refining internal processes to accelerate detection and response times.
Planned infrastructure upgrades to negate any future occurrences.

We have confirmed internally and with our customers that the Aera platform is now fully restored.

We appreciate your patience during this incident and apologise for any inconvenience that this issue may have caused. Our teams are now working on documenting a comprehensive root cause analysis which we will share with you shortly.

If you have any questions or experience any further problems please don’t hesitate to reach out to our Support team at Aera Support Portal

We are continuing to investigate the issues with Platform services. Our engineers are actively working to restore service as quickly as possible. Thank you for bearing with us whilst we work through these issues.

This notice is to advise you that we are receiving reports that a subset of our customers are experiencing difficulties with the platform. We are actively investigating and will provide regular updates until the issues are resolved.

Our apologies for the inconvenience this may be causing and we appreciate your patience as we investigate further.