On December 19, 2024, we experienced a significant service degradation affecting several content integrations, including Contentful, Storyblok, Zendesk Guide, HubSpot, and ContentStack. The incident began at 22:32 UTC and lasted approximately 9 hours, primarily impacting our customers in the US and APAC regions during their business hours. The issue was first reported by one of our customers.

The incident was triggered by a late release that introduced a misconfiguration on our production environment.

Upon receiving the customer complaint at 01:00 UTC on December 20, our team promptly initiated a rollback of the faulty release. By 08:15 UTC, we successfully restored services to a stable state.

If you had scheduled imports or exports during the affected hours, it is likely that they failed due to this incident. We understand how important these operations are for your business, and we apologize for any disruption this may have caused.

To prevent similar incidents in the future, we are taking the following steps:

• We will ensure consistent configurations across all environments to catch potential issues early.
• We are enhancing our testing protocols to include scenarios that replicate customer-reported issues.
• We will reassess our release schedule, particularly regarding significant changes, to avoid late releases before critical periods.

We sincerely apologize for the inconvenience this incident caused to our customers. We appreciate your understanding and patience as we work to improve our systems and ensure reliable service in the future. Your trust is important to us, and we are committed to enhancing our processes to prevent such occurrences.