Platform Unavailable

Summary:

On 13th October 2025, a subset of customers experienced a service disruption in the PROD – North Europe environment. Investigation by the Production Services (PSE) and Site Reliability Engineering (SRE) teams determined that the issue was triggered when a specific node within the infrastructure experienced a performance degradation that affected service operations. The SRE team acted promptly to isolate and replace the affected component, restoring platform performance and stability. The service has now fully recovered and is operating as expected.

Customer Impact:

A subset of customers in the PROD – North Europe environment experienced temporary service disruption affecting platform access and performance.

Root Cause:

The issue was caused by a malfunction on one of the infrastructure nodes and auto-detection not working as expected, consequently this affected normal service operations.

Remediations:

The affected node was isolated and replaced, restoring service stability.

Future Mitigating Actions:

• Implementing advanced monitoring and proactive operational procedures to detect potential system issues earlier.
• Enhanced runbooks to accelerate resolution.

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

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.