Post-mortem: Partial outage for the next-generation Viskan eCom engine

Date: October 22, 2026
Duration: 36 minutes (09:21 to 09:57 CEST)
Affected service: Viskan eCom engine (next generation)
Status: Resolved

Summary

On October 22, the next-generation Viskan eCom engine had a partial outage that lasted 33 minutes. During that time some requests to the platform failed or were slow. The cause was that one of the database services behind the platform didn't have enough capacity for the load it was receiving. We increased its capacity, and the service has been stable since.

Timeline (CEST)

09:24 - We saw degraded service and started investigating.
09:31 - We published the incident on our status page.
09:43 - We found that a database service didn't have enough capacity and started working on a fix.
09:57 - We increased the database capacity and service returned to normal.
10:19 - After a period of monitoring, we confirmed the service was stable and closed the incident.

Impact

Some customers had errors or slow responses on the next-generation eCom engine between 09:21 and 09:57 CEST.

Customers on the previous-generation Viskan eCom platform were not affected.

Root cause

One of the database services behind the eCom engine was on a capacity level that was too small. When load went up, it hit a resource limit, and requests to the platform failed or slowed down.

Resolution

We moved the database service to a much higher capacity level, with resources properly sized for our workloads. Performance went back to normal as soon as the change was in place.

What we're doing to prevent this

• Capacity review: We are checking the capacity of all production database services against their actual and expected load.

• Monitoring and alerts: We are improving our monitoring so that we get an alert well before a service runs short on resources.

• Provisioning standards: We are tightening our routines so that every production service starts with properly sized capacity.

We apologise for the disruption this caused you and your customers.

This incident has been resolved. A postmortem will follow.