Jul <var data-var='date'>24</var>, <var data-var='time'>14:04</var> UTC Resolved - This incident has been resolved. Jul <var data-var='date'>24</var>, <var data-var='time'>12:33</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'>24</var>, <var data-var='time'>12:05</var> UTC Investigating - We are currently investigating performance issues that may result in slower than usual asset uploads or Library page loading. Our team is working to restore normal performance as quickly as possible.

Degraded Performance

Mar <var data-var='date'>12</var>, <var data-var='time'>15:07</var> UTC Resolved - This incident has been resolved. Mar <var data-var='date'>12</var>, <var data-var='time'>15:04</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Mar <var data-var='date'>12</var>, <var data-var='time'>14:34</var> UTC Identified - We are currently experiencing degraded performance on the Self-Service environment. Our team is actively investigating the root cause and working to restore stability as quickly as possible. At this stage, the impact is limited to the Self-Service environment; Enterprise customers remain operational.

Jan <var data-var='date'>13</var>, <var data-var='time'>16:52</var> UTC Resolved - This incident has been resolved. Jan <var data-var='date'>13</var>, <var data-var='time'>16:49</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jan <var data-var='date'>13</var>, <var data-var='time'>16:38</var> UTC Investigating - We are currently experiencing degraded performance across the application and are investigating the issue.

Dec <var data-var='date'>21</var>, <var data-var='time'>10:15</var> UTC Completed - The scheduled maintenance has been completed. Dec <var data-var='date'>21</var>, <var data-var='time'>09:53</var> UTC Verifying - Verification is currently underway for the maintenance items. Dec <var data-var='date'>21</var>, <var data-var='time'>07:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Dec <var data-var='date'> 5</var>, <var data-var='time'>16:06</var> UTC Scheduled - Search, indexing, and AI-powered features on the platform will be temporarily impacted during scheduled maintenance (8 hours starting at 8 AM CEST / 2 AM EDT). During this time, new changes and uploads (in guidelines or libraries) may not appear in search results right away. All updates will be fully processed within the maintenance window, and no data will be lost.

Search functionality improvement

Oct <var data-var='date'>21</var>, <var data-var='time'>08:13</var> UTC Resolved - After AWS reported that all issues had been resolved, we were able to migrate the delivery and processing of assets back to the US for US hosted customers this morning. Oct <var data-var='date'>20</var>, <var data-var='time'>15:37</var> UTC Identified - Due to an Amazon Web Services outage, we are temporarily routing the delivery and processing of assets in the Americas via Europe. If you have any concerns, please contact legal@frontify.com

Asset processing and delivery broken for some assets

Oct <var data-var='date'>20</var>, <var data-var='time'>18:22</var> UTC Resolved - This incident has been resolved. Oct <var data-var='date'>20</var>, <var data-var='time'>18:21</var> UTC Update - We are continuing to monitor for any further issues. Oct <var data-var='date'>20</var>, <var data-var='time'>18:20</var> UTC Update - All uploaded assets are processed and should show and search results are up-to-date as well. Oct <var data-var='date'>20</var>, <var data-var='time'>18:08</var> UTC Update - The service is running and catching up with the queue. The search should start showing new content. Oct <var data-var='date'>20</var>, <var data-var='time'>14:18</var> UTC Monitoring - Our SelfService application is still affected by the ongoing AWS issue in the US region, preventing us from launching new servers. This may cause slower processing or temporary outages, mainly in image processing and search. Newly uploaded assets may not appear. AWS is working to resolve the issue.

Partial outage due to AWS issue - SelfService

Oct <var data-var='date'>20</var>, <var data-var='time'>11:56</var> UTC Resolved - We recently experienced a partial outage caused by a global Amazon Web Services (AWS) issue. This led to temporary disruption of file processing and degraded performance across some other functionalities. AWS has since mitigated the issue, and all Frontify services are now fully operational. If you continue to experience any issues, please contact our support team at support@frontify.com.

Partial outage due to AWS issue

Apr <var data-var='date'> 6</var>, <var data-var='time'>10:40</var> UTC Completed - All systems are operating as expected Apr <var data-var='date'> 6</var>, <var data-var='time'>10:32</var> UTC Verifying - All maintenance tasks have been finished successfully. Apr <var data-var='date'> 6</var>, <var data-var='time'>07:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar <var data-var='date'>19</var>, <var data-var='time'>14:21</var> UTC Scheduled - Search, indexing, and AI-powered functionalities on the platform will be temporarily affected during scheduled maintenance (4 hours starting at 9 AM CEST / 3 AM EDT). New changes and uploads (in guidelines or libraries) will not appear in search results immediately. All updates will be processed within the maintenance window, and no data will be lost.

Dec <var data-var='date'>15</var>, <var data-var='time'>13:02</var> UTC Completed - Maintenance finished. All search and indexing functionalities are operational. Dec <var data-var='date'>15</var>, <var data-var='time'>08:21</var> UTC Update - Maintenance finished on DataCenter US. All search and indexing functionalities are operational. Dec <var data-var='date'>15</var>, <var data-var='time'>07:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Dec <var data-var='date'> 2</var>, <var data-var='time'>16:29</var> UTC Scheduled - Search and indexing functionalities on the platform will be temporarily affected during maintenance (5–8 hours starting 8AM CET (2AM EST)). New changes and uploads (in guidelines or libraries) will not appear in search results. All updates will be processed within the maintenance window, and no data will be lost.

Apr <var data-var='date'>16</var>, <var data-var='time'>11:15</var> UTC Resolved - We are continuously working on enhancing our platform. Those ongoing improvements are implemented in small, iterative steps, and rigorously tested. During a database migration, a deadlock situation occurred for yet unknown reasons. This affected all our EU customers and caused a downtime of approximately 10 minutes. At no time did this compromise the security of our platform. Upon detecting the issue, we immediately took corrective actions and fixed the issue promptly. Once the immediate cause was identified and the deadlock resolved, all services were operational again. We are currently conducting a root cause analysis to prevent future occurrences and to extract valuable insights about what happened. Thank you for your understanding as we continue to refine our processes and enhance the reliability of our product.

Service Interruption

Oct <var data-var='date'>10</var>, <var data-var='time'>08:00</var> UTC Resolved - We encountered higher load on our database cluster leading to slower response times.

Degraded performance

Mar <var data-var='date'> 5</var>, <var data-var='time'>08:13</var> UTC Completed - We successfully completed the maintenance. All services are up and running again. Mar <var data-var='date'> 5</var>, <var data-var='time'>08:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Feb <var data-var='date'>15</var>, <var data-var='time'>12:34</var> UTC Scheduled - On Sunday, March 5th from 8:00 am to 8:30 am UTC (convert to local time here: https://mytime.io/8am/UTC) we will perform database scaling maintenance, that will cause Frontify to not load and work for the designated time.

Database Server Maintenance

Dec <var data-var='date'>25</var>, <var data-var='time'>10:54</var> UTC Completed - Scheduled database maintenance has been completed successfully. Thank you for your patience! Dec <var data-var='date'>25</var>, <var data-var='time'>09:01</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Dec <var data-var='date'> 9</var>, <var data-var='time'>09:25</var> UTC Scheduled - On Sunday, December 25th from 9am to 1pm UTC (convert to local time here: https://mytime.io/9am/UTC) we will perform database scaling maintenance that will cause Frontify to not load and work for the designated time.

Nov <var data-var='date'>17</var>, <var data-var='time'>16:32</var> UTC Resolved - All remaining index jobs finished successfully. If you still experience issues with asset display, please contact Frontify support. Nov <var data-var='date'>17</var>, <var data-var='time'>08:00</var> UTC Monitoring - The issue has been addressed. We are monitoring the additional reindexing today to ensure no additional issues come up. Nov <var data-var='date'>17</var>, <var data-var='time'>05:45</var> UTC Update - Still working on the last big libraries. Nov <var data-var='date'>17</var>, <var data-var='time'>02:05</var> UTC Update - We are working on the last big libraries Nov <var data-var='date'>16</var>, <var data-var='time'>23:32</var> UTC Update - We are still recreating the index while more and more libraries should be up to date. Nov <var data-var='date'>16</var>, <var data-var='time'>22:00</var> UTC Update - We are recreating the index for the overview of assets within the libraries. First customers should start to see assets they uploaded today. Nov <var data-var='date'>16</var>, <var data-var='time'>20:35</var> UTC Update - We are currently working on a fix. Nov <var data-var='date'>16</var>, <var data-var='time'>17:07</var> UTC Identified - Currently freshly uploaded assets aren't visible within the libraries.

Newly uploaded assets aren't visible within the libraries.

Nov <var data-var='date'> 7</var>, <var data-var='time'>17:43</var> UTC Resolved - This incident has been resolved. Nov <var data-var='date'> 7</var>, <var data-var='time'>14:20</var> UTC Monitoring - On Monday, on 12:40pm UTC a partial service outage occurred on all application clusters. Service restoration started at 13:05pm UTC with most of the accounts up and running in the following minutes. The service is fully restored. The issue was caused by database maintenance where legacy elements were renamed. We apologise for any inconvenience caused by this outage

Short outage caused by unscheduled database maintenance

Jun <var data-var='date'>26</var>, <var data-var='time'>08:51</var> UTC Completed - Maintenance completed successfully. Jun <var data-var='date'>26</var>, <var data-var='time'>08:24</var> UTC Verifying - Database update looks good. Doing some tests, now. Jun <var data-var='date'>26</var>, <var data-var='time'>08:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jun <var data-var='date'>22</var>, <var data-var='time'>10:03</var> UTC Update - We will be undergoing scheduled maintenance during this time. Jun <var data-var='date'>13</var>, <var data-var='time'>12:45</var> UTC Scheduled - We are scaling our database system which will lead to a short service disruption.

Database Upgrade

Dec <var data-var='date'>26</var>, <var data-var='time'>08:17</var> UTC Completed - Database server maintenance finished successfully. Dec <var data-var='date'>26</var>, <var data-var='time'>08:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Dec <var data-var='date'>20</var>, <var data-var='time'>19:10</var> UTC Scheduled - We will resize our database server cluster to keep up with our growing customer base. During this time you will see some short interruptions.

Database server maintenance / scaling our database server

Dec <var data-var='date'>22</var>, <var data-var='time'>15:01</var> UTC Resolved - The affected service has been restarted and all systems are back to normal. Dec <var data-var='date'>22</var>, <var data-var='time'>13:57</var> UTC Identified - A short 24-minute outage for non-Enterprise users occurred today around 13:21 pm UTC resulting in a 504 timeout error page. This was caused by the failure of one of the servers due to power issues at our hosting provider AWS. The application is running again, but there might be several residual issues that affect some functionalities. We are monitoring them as we expect an update on the issue from AWS. A further statement will provide more details once the hosting provider issue is completely addressed on their end.

Short outage in US DataCenter affecting non-Enterprise users

Dec <var data-var='date'>20</var>, <var data-var='time'>05:19</var> UTC Resolved - On Monday morning, between 5:19 and 5:27 am UTC, one of our application clusters had a service interruption causing a short downtime. The following coincidence caused this: At midnight AWS took one of our application servers offline to mitigate a hypervisor issue. Shortly after, at 5:19 am UTC, our scheduled security update took the second application server out of service, causing the short outage. At 5:27 am UTC, the security updates finished successfully, and the server was retaken into service, ending the downtime. After investigating the issue, we put the first application server into service, so we are fully redundant again. To avoid this in the future, we enhanced monitoring and created automatic alerts notifying when there is only one application server in service. Additionally, any future scheduled security updates will first check for enough healthy resources before starting. We apologize for any inconvenience caused by this outage.

Short outage caused by a scheduled security update

Dec <var data-var='date'> 7</var>, <var data-var='time'>21:49</var> UTC Resolved - Frontify page speed is back to normal. Dec <var data-var='date'> 7</var>, <var data-var='time'>19:59</var> UTC Monitoring - As AWS services are starting to resume the Frontify performance is increasing. Dec <var data-var='date'> 7</var>, <var data-var='time'>17:49</var> UTC Investigating - We can see slower response times for specific requests. These issues are related to the issues our infrastructure and services provider AWS is facing.

Degraded performance due to issues on our hosting provider AWS

Nov <var data-var='date'>28</var>, <var data-var='time'>09:45</var> UTC Completed - Maintenance finished and all systems are up and running, again. Nov <var data-var='date'>28</var>, <var data-var='time'>09:26</var> UTC Update - Maintenance for DataCenter US finished successfully. Nov <var data-var='date'>28</var>, <var data-var='time'>09:04</var> UTC Update - DataCenter CH finishes successfully as well Nov <var data-var='date'>28</var>, <var data-var='time'>08:59</var> UTC Update - Scheduled maintenance for DataCenter EU finished. Nov <var data-var='date'>28</var>, <var data-var='time'>08:01</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Nov <var data-var='date'>16</var>, <var data-var='time'>16:16</var> UTC Scheduled - We are performing some database server maintenance (Operating System and minor version update) which could lead to short service disruptions during the scheduled time window. We appreciate your patience and understanding.

Database server maintenance

Sep <var data-var='date'>29</var>, <var data-var='time'>07:00</var> UTC Resolved - On September 29th a bug was reported that umlauts are not considered in group mapping, during the SSO login process. One of our developers fixed this bug, and, in order to verify the fix, he used some dummy credentials from his favourite show, SpongeBob. Unfortunately, the dummy credentials were shipped to production and affected the SSO login process. As a result, the wrong profile information was shown to already-registered users and the access to certain guidelines or projects was declined. Most importantly, no security breach happened and no external users had access to your account or your data. We rolled back the code and provided a fix shortly after that. We apologize for the circumstances. We learned our lesson from this and will analyze our deployment and peer programming process to avoid such mistakes in the future.

SSO Login Issue

Jun <var data-var='date'>27</var>, <var data-var='time'>10:00</var> UTC Completed - The scheduled maintenance has been completed. Jun <var data-var='date'>27</var>, <var data-var='time'>08:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jun <var data-var='date'>16</var>, <var data-var='time'>14:34</var> UTC Update - We will be updating some networking components which will lead to short outages during the mentioned time period. Jun <var data-var='date'>16</var>, <var data-var='time'>14:12</var> UTC Scheduled - We will be updating some networking components which will lead to short outages during the mentioned time period.

Performing maintenance on the DataCenter CH

May <var data-var='date'>27</var>, <var data-var='time'>09:56</var> UTC Resolved - We are currently investigating a network issue within the data center

Network issues in the DataCenter CH

Jan <var data-var='date'>14</var>, <var data-var='time'>09:04</var> UTC Resolved - Our monitoring falsely reported an outage while there was none. We are sorry for the inconvenience this might have caused to you.

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Search functionality improvement

Asset processing and delivery broken for some assets

Partial outage due to AWS issue - SelfService