THIS IS A SCHEDULED EVENT Aug <var data-var='date'>23</var>, <var data-var='time'>08:00</var> - <var data-var='time'>10:00</var> UTC Jul <var data-var='date'>24</var>, <var data-var='time'>12:44</var> UTC Update - We have postponed the previously scheduled database maintenance. The maintenance window is now planned for August 23, 04:00–06:00 EDT (New York time), which is August 23, 08:00–10:00 UTC. Jul <var data-var='date'>16</var>, <var data-var='time'>10:24</var> UTC Scheduled - Piano will perform scheduled database maintenance affecting the US environment on Sunday, July 26, 04:00–06:00 EDT (New York time) — equivalent to July 26, 08:00–10:00 UTC. While we do not expect any customer-visible impact, users may experience brief service interruptions, elevated latency, or intermittent errors on Piano services in the US region during the maintenance window — including Composer experiences, checkout, login, and the Publisher Dashboard.

[Piano Subscriptions] Database Maintenance (US region)

Aug <var data-var='date'>16</var>, <var data-var='time'>01:00</var> UTC Completed - The scheduled maintenance has been completed. Aug <var data-var='date'>15</var>, <var data-var='time'>23:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'>24</var>, <var data-var='time'>12:36</var> UTC Update - We have postponed the previously scheduled database maintenance. The maintenance window is now planned for August 16, 01:00–03:00 CEST, which is August 15, 23:00 UTC – August 16, 01:00 UTC. Jul <var data-var='date'>16</var>, <var data-var='time'>10:22</var> UTC Scheduled - Piano will perform scheduled database maintenance affecting the EU environment on Sunday, July 26, 01:00–03:00 CEST — equivalent to Saturday, July 25, 23:00 UTC to Sunday, July 26, 01:00 UTC. While we do not expect any customer-visible impact, users may experience brief service interruptions, elevated latency, or intermittent errors on Piano services in the EU region during the maintenance window — including Composer experiences, checkout, login, and the Publisher Dashboard.

[Piano Subscriptions] Database Maintenance (EU region)

Aug <var data-var='date'>15</var>, <var data-var='time'>09:24</var> UTC Resolved - This incident has been resolved. Aug <var data-var='date'>15</var>, <var data-var='time'>09:12</var> UTC Update - We are continuing to monitor for any further issues. Aug <var data-var='date'>15</var>, <var data-var='time'>09:00</var> UTC Monitoring - Piano identified an issue affecting access to Piano Insight for some users. The certificate causing the errors has been renewed, and the fix has been verified internally. We are monitoring to confirm the issue is fully resolved and will share a further update shortly.

[Piano Audience] SSL Certificate Errors Affecting Insight Access

Aug <var data-var='date'> 8</var>, <var data-var='time'>15:00</var> UTC Completed - The scheduled maintenance has been completed. Aug <var data-var='date'> 8</var>, <var data-var='time'>14:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'>24</var>, <var data-var='time'>12:40</var> UTC Update - We have postponed the previously scheduled database maintenance. The maintenance window is now planned for August 9, 00:00–01:00 AEST (Sydney time), which is August 8, 14:00–15:00 UTC. Jul <var data-var='date'>22</var>, <var data-var='time'>13:40</var> UTC Update - We have postponed the previously scheduled database maintenance due to preparation delays. The maintenance window is now planned for July 31, 00:00–01:00 AEST (Sydney time), which is July 30, 14:00–15:00 UTC. Jul <var data-var='date'>16</var>, <var data-var='time'>10:12</var> UTC Scheduled - Piano will perform scheduled database maintenance affecting the AU environment on Thursday, July 23, 00:00–01:00 AEST (Sydney time) — equivalent to July 22, 14:00–15:00 UTC. During the maintenance window, users may experience brief service interruptions, elevated latency, or intermittent errors on Piano services in the AU region, including Composer experiences, checkout, login, and the Publisher Dashboard.

[Piano Subscriptions] Database Maintenance (AU region)

Aug <var data-var='date'> 5</var>, <var data-var='time'>12:40</var> UTC Resolved - This incident has been resolved. Aug <var data-var='date'> 5</var>, <var data-var='time'>10:59</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Aug <var data-var='date'> 5</var>, <var data-var='time'>10:01</var> UTC Investigating - We are experiencing an issue with report generation. Our team is aware and actively working to resolve it.

[Piano Subscriptions] Reports issue (all regions)

Aug <var data-var='date'> 1</var>, <var data-var='time'>20:00</var> UTC Completed - The scheduled maintenance has been completed. Aug <var data-var='date'> 1</var>, <var data-var='time'>18:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'>16</var>, <var data-var='time'>11:21</var> UTC Scheduled - Piano will perform scheduled maintenance on Saturday, August 1, 18:00–20:00 UTC to upgrade the ESP database infrastructure to newer, higher-performance hardware. The maintenance will affect Piano ESP services in the AP and AU regions. A brief service interruption is expected during the window — typically 1–2 minutes, with a maximum of approximately 10 minutes. During this period, users may not be able to access ESP dashboards, send email campaigns, or interact with ESP-powered features such as on-site recommendations and data collection in the AP and AU regions.

[Piano Subscriptions - ESP] Database Maintenance (AP and AU regions)

Jul <var data-var='date'>28</var>, <var data-var='time'>00:22</var> UTC Resolved - The data gap affecting the Subscription Log has now been fully resolved, and all recent purchases in the AP region are correctly reflected in the report. Combined with the earlier fix to Subscription Insights, both affected areas of the Publisher Dashboard have been restored to normal. This incident is now resolved. Thank you for your patience while we completed the data regeneration. Jul <var data-var='date'>27</var>, <var data-var='time'>08:39</var> UTC Update - We have restored the affected data for Subscription Insights, and measurements there should now be displaying correctly. The Subscription Log report has not yet been fully recovered, and some recent purchases may still be missing from this view. Our team continues to regenerate the remaining data. We will share an update as soon as we have more information. Jul <var data-var='date'>27</var>, <var data-var='time'>08:04</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'>07:51</var> UTC Investigating - Following recent scheduled database maintenance in the AP region, we have identified a data gap affecting the Subscription Log and Subscription Insights sections of the Publisher Dashboard. Some clients may notice that recent purchases are not yet reflected in the Subscription Log report, and some measurements in Subscription Insights may appear temporarily inconsistent. Our team is regenerating the affected data and expects this to be resolved within the next few days. We will share an update as soon as we have more information.

[Piano Subscriptions] Publisher Dashboard Data Gap (AP region)

Jul <var data-var='date'>27</var>, <var data-var='time'>14:50</var> UTC Resolved - This incident has been resolved. Jul <var data-var='date'>27</var>, <var data-var='time'>09:20</var> UTC Monitoring - Piano has implemented a fix across all affected regions and environments, including Sandbox. Login and registration functionality has been restored and is operating normally. We will continue to monitor the situation and will provide a further update should any issues arise. Jul <var data-var='date'>27</var>, <var data-var='time'>08:57</var> UTC Update - Piano can confirm this issue in fact only affects the US and EU regions, as well as Sandbox environment. AP and AU are not affected. We apologize for any confusion caused by the earlier update. Sandbox does not have a dedicated status page component since it's not part of production infrastructure, this update is provided for visibility. Our team continues to deploy the fix. We will share an update as soon as further information is available. Jul <var data-var='date'>27</var>, <var data-var='time'>08:35</var> UTC Update - We are continuing to work on a fix for this issue. Jul <var data-var='date'>27</var>, <var data-var='time'>08:34</var> UTC Update - Piano has identified that this issue affects login and registration across all regions, not only the EU as initially reported. Users in all regions may experience the same symptoms — the login window failing to open, or becoming unresponsive. Our team continues to deploy the fix. We will share an update as soon as further information is available. Affected components: Registration + Login - US - id.piano.io Registration + Login - Australia - id-au.piano.io Registration + Login - Asia - id-ap.piano.io Registration + Login - EU - id.piano.io Jul <var data-var='date'>27</var>, <var data-var='time'>08:30</var> UTC Identified - Piano is experiencing an issue affecting login and registration for users in the EU region. The login window may fail to open, or may be unresponsive. We have identified the cause and our team is deploying a fix. We will share an update as soon as further information is available.

[Identity Management] Login Failures

Jul <var data-var='date'>24</var>, <var data-var='time'>20:38</var> UTC Resolved - The incident has been resolved after monitoring for more than 24 hours. We are seeing the processing of the data in real-time Jul <var data-var='date'>22</var>, <var data-var='time'>06:30</var> UTC Monitoring - Data processing on the Piano Audience User Profiles backend has returned to near real-time and the backlog is cleared. We are setting this incident to Monitoring while our team completes residual cleanup from the earlier data change. We will share a further update once the incident is fully resolved. Jul <var data-var='date'>21</var>, <var data-var='time'>11:52</var> UTC Update - Data processing delays continue on the User Profiles backend, with current delays of 1–2 hours. We have identified that a recent data change led to a significant increase in data volume for a subset of customers, which is the primary driver of the backlog. Our team is carefully increasing processing throughput while closely monitoring overall system stability to avoid introducing further issues. We are optimistic about stabilizing the situation soon and will share an update as soon as we have more information. Jul <var data-var='date'>20</var>, <var data-var='time'>20:36</var> UTC Identified - We are observing data processing delays on the User profile backend caused by data improvement efforts for managing the cx prefix and the composer application ID. If you are using the cxense's external profile update API (https://api.cxense.com/profile/user/external/update) you will observe 1-2 hours of delays when reading the same profile using (https://api.cxense.com/profile/user/external/update). Our team is now reconciling the data back into a single, correct view, and this reconciliation is the source of the ongoing delay. No data has been lost, all events are being processed, currently with an approximate delay of 1–2 hours. We apologize for the inconvenience and will share an update as the backlog clear

[Piano Audience] User Profiles Update Backend Processing Delays

Jul <var data-var='date'>23</var>, <var data-var='time'>16:00</var> UTC Completed - The scheduled maintenance has been completed. Jul <var data-var='date'>23</var>, <var data-var='time'>15:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'>16</var>, <var data-var='time'>10:15</var> UTC Scheduled - Piano will perform scheduled database maintenance affecting the AP environment on Friday, July 24, 00:00–01:00 JST (Tokyo time) — equivalent to July 23, 15:00–16:00 UTC. During the maintenance window, users may experience brief service interruptions, elevated latency, or intermittent errors on Piano services in the AP region, including Composer experiences, checkout, login, and the Publisher Dashboard.

[Piano Subscriptions] Database Maintenance (AP region)

Jul <var data-var='date'>23</var>, <var data-var='time'>15:50</var> UTC Resolved - An internal infrastructure issue affecting a backend system dependency in our Tokyo data center caused authentication failures that cascaded into request failures for the Audience API. Because Composer traffic for Asia (AP) and Australia (AU) routes through this instance, both regions saw failures of Composer requests. This incident has been resolved. Our engineering team identified the cause and restored the affected system; service has returned to normal in all regions. We apologize for any inconvenience this may have caused. Jul <var data-var='date'>23</var>, <var data-var='time'>13:07</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'>23</var>, <var data-var='time'>13:00</var> UTC Identified - The issue has been identified and a fix is being implemented. Jul <var data-var='date'>23</var>, <var data-var='time'>12:31</var> UTC Investigating - We are currently investigating an issue affecting the delivery of paywalls and experiences for publishers in Asia and Australia. Some requests are failing to complete successfully. Our engineering team is actively working to identify the root cause and restore normal service. We will share an update as soon as we have more information.

[Composer Experience Execution] – Experience Failures – Asia & Australia

Jul <var data-var='date'>18</var>, <var data-var='time'>07:00</var> UTC Completed - The scheduled maintenance has been completed. Jul <var data-var='date'>18</var>, <var data-var='time'>06:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'> 9</var>, <var data-var='time'>13:06</var> UTC Scheduled - Piano is performing an infrastructure upgrade in the US region to modernize our ingress infrastructure. This change affects the network layer in front of all US Subscriptions services. During the maintenance window, brief and intermittent API disruptions of up to 15 minutes are possible for: Subscription Management + Billing / Checkout (US) – buy.piano.io Identity Management: Registration + Login (US) – id.piano.io API Endpoints (US) – api.piano.io Publisher Dashboard (US) – dashboard.piano.io Composer Experience Execution (US) No action is required. Any affected requests are expected to recover automatically. Window: July 18, 2026 | 06:00–07:00 UTC

[Piano Subscriptions] Ingress Controller Upgrade (US region)

Jun <var data-var='date'>23</var>, <var data-var='time'>01:02</var> UTC Resolved - This incident has been resolved. Jun <var data-var='date'>22</var>, <var data-var='time'>17:30</var> UTC Monitoring - The incident has been mitigated, along with our provider's resolution. We will continue to monitor the situation. Jun <var data-var='date'>22</var>, <var data-var='time'>14:59</var> UTC Investigating - We are currently experiencing a minor service disruption affecting user logins to the Piano dashboards, caused by an ongoing outage on Cloudflare's side. Our team is actively monitoring the situation. We apologize for any inconvenience this may cause and appreciate your patience. Further updates will be provided as soon as more information becomes available. For reference: https://www.cloudflarestatus.com/incidents/v3yl7jqmqj51

[Activation] Publisher Dashboard degraded performance due to Cloudflare outage (US region)

Jun <var data-var='date'>10</var>, <var data-var='time'>09:55</var> UTC Resolved - The incident has been resolved and is no longer affecting Piano Analytics. We apologise for the inconvenience caused. Jun <var data-var='date'> 9</var>, <var data-var='time'>09:52</var> UTC Investigating - Since approximately 11:00 PM (UTC) on June 8, 2026, there have been intermittent delays loading files into Snowflake. The average load duration is currently about 10 minutes, compared to the usual under 2 minutes. The issue has been identified and a ticket has been opened with Snowflake.

[Piano Analytics] Real-time data latency

May <var data-var='date'>29</var>, <var data-var='time'>14:03</var> UTC Resolved - This incident has been resolved. May <var data-var='date'>29</var>, <var data-var='time'>09:24</var> UTC Monitoring - A fix has been implemented and all Content pipeline services have been restored. Some processing delays may persist while the crawling backlog clears. We will continue to monitor and confirm full resolution. May <var data-var='date'>29</var>, <var data-var='time'>08:39</var> UTC Identified - The issue has been identified and a fix is being implemented. May <var data-var='date'>29</var>, <var data-var='time'>02:31</var> UTC Update - We are continuing to investigate this issue. May <var data-var='date'>29</var>, <var data-var='time'>02:31</var> UTC Investigating - We are currently experiencing an issue with the Content Crawler, which is failing to crawl content. Our team is actively investigating the root cause. We will provide further updates as more information becomes available.

Content Crawler Service Disruption

May <var data-var='date'>29</var>, <var data-var='time'>03:53</var> UTC Resolved - This incident has been resolved. May <var data-var='date'>28</var>, <var data-var='time'>17:10</var> UTC Monitoring - A fix has been implemented and we are currently monitoring the results. At this time, API performance has returned to normal operation levels and the platform is behaving as expected again. We will continue monitoring closely to ensure stability. May <var data-var='date'>28</var>, <var data-var='time'>16:27</var> UTC Identified - We identified an issue in our systems starting around 10:20 UTC that is currently degrading CXSense platform responsiveness over the /public/user/id endpoint. As a result, some users may experience failed requests, while others may experience longer response times and timeouts. Our engineering team is actively investigating and working on mitigation efforts. We will continue to provide updates as more information becomes available.

Audience - API Failures happening in Europe environment.

Jun <var data-var='date'> 1</var>, <var data-var='time'>09:47</var> UTC Update - The scheduled maintenance has been completed. May <var data-var='date'>26</var>, <var data-var='time'>02:00</var> UTC Completed - The scheduled maintenance has been completed. May <var data-var='date'>25</var>, <var data-var='time'>22:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'>19</var>, <var data-var='time'>08:11</var> UTC Scheduled - Technical maintenance for (Piano Analytics) products is scheduled for 25/05/2026 between 8.00 pm and 12.00 am (UTC). Real-time data will be retrieved after the maintenance has been completed. Scheduled exports will be sent once the data is ready. We apologise for any inconvenience this may cause.

Piano Analytics Maintenance

May <var data-var='date'>20</var>, <var data-var='time'>12:41</var> UTC Resolved - The incident has been resolved. All services are operating normally. Between approximately 09:58 and 10:11 UTC, users in the US region may have experienced issues accessing the Piano Dashboard, signing in via Piano ID, or completing checkout flows. This was caused by a routine configuration update to our US environment that introduced a conflict and disrupted traffic routing to the affected services. Our team identified the issue, rolled back the change, and confirmed full recovery shortly after. To prevent this from happening again, we are reviewing our release process and will validate the change in a controlled manner before re-applying it. We apologize for the inconvenience and thank you for your patience. May <var data-var='date'>20</var>, <var data-var='time'>10:19</var> UTC Monitoring - On 20 May 2026, starting at approximately 09:58 UTC, we identified an issue affecting Piano Activation in the US environment, impacting the Dashboard, Piano ID authentication, and checkout flows. A fix has been applied and the platform is now operating normally. We are continuing to monitor the situation and further details will follow. We apologise for any inconvenience caused.

[Activation] Service disruption (US region)

May <var data-var='date'>16</var>, <var data-var='time'>07:16</var> UTC Resolved - This incident has been resolved. May <var data-var='date'>15</var>, <var data-var='time'>08:03</var> UTC Identified - We are currently experiencing degraded performance across the Publisher Dashboard in the AP environment, with data taking up to 3 hours longer than usual to reflect recent changes. This may affect any section of the Dashboard — including user search, reporting, and other data views. Our engineering team has identified the underlying cause and is actively working on a resolution. We will provide updates as the situation progresses.

[Activation] Publisher Dashboard Degraded Performance (AP region)

May <var data-var='date'>13</var>, <var data-var='time'>18:00</var> UTC Resolved - This incident has been resolved. May <var data-var='date'>13</var>, <var data-var='time'>14:02</var> UTC Monitoring - The issue has been identified and fixed; we're currently monitoring the experience executions. May <var data-var='date'>13</var>, <var data-var='time'>13:48</var> UTC Investigating - We are currently investigating issues affecting the execution of experiences in our European region for segmentation that relies on custom field rules. Impacted users may notice that experiences are not triggering as expected, not reaching the desired outcome. Our engineering team is actively investigating the issue.

Europe - Composer - Experiences targeting custom fields are failing

May <var data-var='date'>13</var>, <var data-var='time'>08:52</var> UTC Resolved - Between 07:42 and 07:52 AM UTC, Piano experienced elevated error rates affecting the Publisher API and ID API in the EU environment. The incident occurred during an ingress upgrade from a deprecated version to the current supported version, which caused a routing configuration incompatibility. The issue lasted approximately 10 minutes and has been fully resolved. Publisher Dashboard, Checkout, and access controls in Composer operated normally throughout the incident and were not affected.

[Activation] Elevated API Error Rates (EU region)

May <var data-var='date'>12</var>, <var data-var='time'>05:00</var> UTC Completed - The scheduled maintenance has been completed. May <var data-var='date'>12</var>, <var data-var='time'>04:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'>29</var>, <var data-var='time'>10:53</var> UTC Scheduled - Piano is planning an infrastructure upgrade for the US region. This update is needed in order to modernize our ingress controller architecture by transitioning from ingress-nginx to F5 Nginx ingress. While we do not expect any impact, brief API disruptions (up to 15 minutes) may affect: Piano ESP API Endpoints Piano ESP Data Collection Piano ESP On-Site Recommendations Piano ESP Dashboard (US) Timings: May 12, 2026 | 04:00 - 05:00 UTC

Ingress Controller Upgrade (US region)

May <var data-var='date'> 8</var>, <var data-var='time'>22:21</var> UTC Resolved - The issue has been resolved and all Piano Analytics tools and interfaces are fully available. We are currently catching up the delay in real-time data retrieval. May <var data-var='date'> 8</var>, <var data-var='time'>22:21</var> UTC Investigating - We are currently experiencing a production incident on Piano Analytics products. Please excuse us for any inconvenience caused.

[Piano Analytics] Incident supported by the on-call team

May <var data-var='date'> 8</var>, <var data-var='time'>17:36</var> UTC Resolved - The incident has been resolved. May <var data-var='date'> 8</var>, <var data-var='time'>09:26</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. May <var data-var='date'> 8</var>, <var data-var='time'>06:04</var> UTC Investigating - Composer is experiencing a service incident affecting C1X segmentation in both EU and US regions. Impact includes high error rates, degraded segment lookup, and degraded widget performance. The issue started at approximately 22:00 UTC on May 7 and continues with periods of instability. Our team is actively investigating the issue.

Composer C1X segmentation issues (EU & US regions)

May <var data-var='date'> 7</var>, <var data-var='time'>06:28</var> UTC Resolved - This incident has been resolved. May <var data-var='date'> 6</var>, <var data-var='time'>13:44</var> UTC Update - We are continuing to monitor for any further issues. May <var data-var='date'> 6</var>, <var data-var='time'>13:43</var> UTC Monitoring - The team has deployed a fix, and the issue has been resolved. Experiences are executing, and the Composer module is working normally. We will continue monitoring the remediation. May <var data-var='date'> 6</var>, <var data-var='time'>13:17</var> UTC Identified - We are currently experiencing an issue with Composer in our sandbox environment; the Composer module and experiences fail to load. Our team has identified the root cause and is actively working to resolve the issue. We will provide updates as more information becomes available.

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Lastest published events

[Piano Subscriptions] Database Maintenance (EU region)

[Piano Audience] SSL Certificate Errors Affecting Insight Access

[Piano Subscriptions] Database Maintenance (AU region)

Piano Software Services, Components and Regions

Recent Piano Software events

[Piano Subscriptions] Database Maintenance (US region)

[Piano Subscriptions] Database Maintenance (EU region)

[Piano Audience] SSL Certificate Errors Affecting Insight Access

[Piano Subscriptions] Database Maintenance (AU region)

[Piano Subscriptions] Reports issue (all regions)

[Piano Subscriptions - ESP] Database Maintenance (AP and AU regions)