Platform Unavailable

Summary:

On 4th August 2025, the Aera Platform experienced an issue that affected system performance and availability within the UAT–East US environment. Our Platform Service Engineering (PSE) and Site Reliability Engineering (SRE) teams found that parts of the system became unavailable due to reduced capacity in the hosting platform, caused by a temporary limitation in the underlying infrastructure. Capacity returned to normal automatically, restoring all affected services to normal operation.

Customer Impact:

A subset of customers experienced temporary unavailability of services.

Root Cause:

A temporary limitation in the hosting infrastructure reduced capacity, causing parts of the system to become unavailable.

Remediations:

Capacity in the hosting infrastructure recovered automatically, restoring all affected services.

Future Mitigating Actions:

Enhance capacity monitoring and implement safeguards to maintain service availability during periods of resource constraints.

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 platform unavailability 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 that 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.