Platform Unavailable

Summary:

On 15 August 2025, a subset of customers experienced platform unavailability within the EastUS2 production environment due to an operational disruption affecting service availability. The issue was resolved when the Site Reliability Engineering (SRE) and Platform Service Engineering (PSE) teams performed a reconciliation and validation of the environment, restoring normal operations.

Customer Impact:

A subset of customers experienced unavailability of the platform in the East US2 production environment.

Root Cause:

The issue was caused by a temporary operational disruption within the East US2 production environment, which affected the distribution and balancing of workloads across the environment. This led to certain services being temporarily unavailable, impacting platform availability for a subset of customers.

Remediations:

The Site Reliability Engineering (SRE) and Platform Service Engineering (PSE) teams performed a reconciliation and validation of the environment, restoring normal operations.

Future Mitigating Actions:

Long-term measures are being evaluated to improve operational reliability and reduce the likelihood of similar disruptions.

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 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.