Platform Unavailable

Summary:

On 2nd August 2026, Aera identified a platform availability issue impacting a subset of customers following a scheduled database maintenance activity. The Production Services Engineering (PSE) team promptly initiated an investigation. Remedial actions were undertaken to stabilise the affected environments, following which services were successfully restored. Validation checks and integration reruns confirmed that all impacted environments had been restored to full operation

Customer Impact:

A subset of customers experienced unavailability while accessing the Aera platform. Data integrations and Execution Plans scheduled to run during the impact window were unable to complete as expected.

Root Cause:

The issue was caused by an unexpected instability in the database layer following a scheduled maintenance activity. This resulted in service disruption for a subset of customers. Our teams worked directly with the database vendor to identify and apply corrective measures to restore normal operation.

Remediations:

Aera’s PSE team worked with the database vendor to restore the affected database clusters. Once stability was confirmed, all impacted services were brought back online. Integration reruns were completed for affected customers to ensure data continuity, and monitoring checks confirmed full platform recovery.

Future Mitigating Actions:

We are working with our database vendor to strengthen communication and validation procedures ahead of future maintenance windows. We are also establishing a formal pre-maintenance checklist to be agreed with the vendor prior to each patching activity.

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 work towards restoring impacted services. 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.

This notice is to advise you that post infrastructure maintenance a subset of 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.