Aera Platform is unavailable

Summary:

On 18 July 2025, users in the UAT North Europe environment experienced unavailability of the Aera application due to a platform service component becoming unresponsive under system load. A controlled service reset was performed by the SRE team, which successfully restored functionality.

Customer Impact:

Users in the UAT North Europe environment were unable to access the Aera application during the service disruption.

Root Cause:

The issue was triggered by instability in the underlying cloud storage layer, which impacted platform services and led to application unavailability.

Remediations:

To stabilise the platform, our SRE team carried out a controlled reset of the affected component. This action effectively reduced the control plane load and restored normal operations.

Future Mitigating Actions:

We are reviewing and tuning virtual cluster behaviour to prevent recurrence.

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 Aera Platform unavailable issues. 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 of our customers 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.