Now that our investigation of the incident is complete, we would like to share more detailed information on what happened.

The summary from October, 10:

Customers experienced problems logging into and using the Staffbase E-mail web application due to high database load. The issue was resolved after manually clearing stuck processes and requests on the database.

What happened:

The problem was caused by heavy database usage during a period of high demand, combined with a recent update that triggered repeated resource-intensive processes.

Impact:

For about 3 hours and 45 minutes \(19:00–22:45 CEST\), the application was difficult to use, with login attempts failing and operations timing out.

Future Improvements:

We know how important it is for you that the platform is accessible at all times. Ensuring reliable performance is, therefore, our highest priority. We will focus on improving our monitoring to detect and fix similar issues faster in the future.

The issue is resolved. 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!

We have taken steps to resolve the issue with the Staffbase Email Web App, and are seeing improved performance. Users should be able to log in and use the member site as normal. We will continue to monitor the systems until we are sure the issue is fully resolved.

We have identified the root cause of the Staffbase Email Web App's degraded performance, and are taking steps in order to resolve the issue at this moment in time