Platform Unavailable

Summary:

On 27 August 2025, a subset of customers experienced unavailability of services in the UAT EASTUS environment. The disruption was caused by an operator error that impacted the supporting infrastructure, which led to service instability. The Site Reliability Engineering (SRE) team recovered the affected environment and restored the necessary components, after which normal operations resumed.

Customer Impact:

A subset of customers in the UAT EASTUS environment experienced service unavailability.

Root Cause:

The root cause was an operator error that impacted the availability of the environment.

Remediations:

Remediation was completed by rebuilding the affected infrastructure components and restoring services, with additional safeguards implemented to prevent recurrence.

Future Mitigating Actions:

We are introducing additional safeguards and procedural checks to strengthen our infrastructure operations and minimise the risk of similar issues in the future.

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

Our platform teams have restored the majority of tenants, we continue to work towards full resolution. Our SRE team continues to investigate and isolate the root cause affecting the remaining environments. We will provide regular updates as progress is made, and we sincerely appreciate your patience as we work toward full resolution.

Our platform teams have restored a subset of tenants, we continue to work towards full resolution. Our SRE team continues to investigate and isolate the root cause affecting the remaining environments. We will provide regular updates as progress is made, and we sincerely appreciate your patience as we work toward full resolution.

We are continuing to work towards restoring service for the Platform Unavailable. Our engineers are diligently working to narrow down the root cause. We will continue to keep you informed as the investigation progresses. We appreciate your continued patience whilst we work towards resolution.

We are continuing to investigate the 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.