SummaryAs our investigation of the incident is complete, we would like to provide you with more detailed information about the incident that occurred on November 5, between 06:40 AM and 08:20 AM \(CET\), and prevented users from accessing their Employee App & Front Door Intranet hosted on the German system.

What happenedDue to a misconfiguration of a required service component, Staffbase’s autoscaling had been blocked. This led to our servers no longer being able to handle the increasing traffic during morning hours which in turn led to an outage of all apps on the German system. By adjusting the faulty configuration and implementing additional resilience measures, we were able to unblock the autoscaling mechanism and fully restore the availability.

ImpactBetween 06:40 AM and 08:20 AM \(CET\), our customers reported issues when accessing their Employee App & Front Door Intranet hosted on the German system. All users could no longer log in and received a connectivity error message. Additionally, third-party services could not interact with customer’s instances during the incident.

Future improvementsWe will implement additional checks for the operation of the affected service component and optimize the subsequent alerting to ensure that no more outages will occur due to potential misconfigurations. Thank you for your patience and understanding while we work to improve our services and prevent future incidents. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at support@staffbase.com.

The issue is resolved and all apps are reachable again. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

After the rollout of a fix, our teams are seeing improvements in app performance and believe customers should be able to use their apps and intranet again. We will continue to monitor the situation and update you shortly.