Aera Platform is unavailable

Summary:

On 25th November 2025, a subset of customers experienced a service disruption that affected access to the platform. Our investigation by the Production Services (PSE) and Site Reliability Engineering (SRE) teams found that the disruption was caused by reduced cloud resource availability in one of the regions where our infrastructure operates. This limitation prevented new compute resources from being provisioned during scale-up activities, which led to instability in one of the underlying infrastructure components. The affected component was replaced, and platform stability has been fully restored.

Customer Impact:

Customers were unable to access the platform during the disruption.

Root Cause:

The issue occurred because reduced cloud resource availability prevented the platform from provisioning the additional compute resources it required.

Remediations:

Our teams replaced the affected infrastructure component and restored the platform to normal operation. We carried out checks to confirm that all services were working correctly before declaring the issue resolved.

Future Mitigating Actions:

We are continuing to work with our cloud provider regarding resource availability.

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.