Postmortem: Network connectivity issues – 2026-01-29

We have concluded our investigation into the brief connectivity disruption that occurred today. Please find the details regarding the cause and our resolution below.

Summary

Between 12:09 and 12:13 CET, consumers and clients experienced intermittent issues accessing the Viskan eCom engine and other Viskan services. This was caused by an external service disruption with our network hardware’s cloud management provider.

Root cause

The issue originated from an upstream outage within the cloud platform used to manage our core network switches. Even though our physical hardware was healthy, the disruption in the external management system caused temporary instability in how data was routed through our network.

We have confirmed this was an external provider issue and was not caused by our scheduled maintenance from the previous evening, though the two events occurred in close proximity.

Incident timeline

• 2026-01-29 12:09 CET: Connectivity issues were first detected and confirmed by our monitoring team.

• 2026-01-29 12:13 CET: The external provider’s service stabilized, and all connectivity to Viskan eCom engine and other Viskan services was fully restored.

Next steps

We will continue to look into how we can reduce disruptions caused by upstream network providers like this in the future.

We value your patience and apologize for any inconvenience this may have caused.

This incident has been resolved.

Services are back up, and we are continuing to monitor the situation, and look for the root cause.

Incident summary: Helpdesk automation issues

Incident period: 2026-01-26 19:45 CET – 2026-01-27 09:50 CET
Status: Resolved

What happened?

We experienced a service disruption that affected several core automation features within the Viskan Helpdesk component. During the time frame mentioned above, the following services were non-functional:

• Ticket labeling: Automatic labeling and categorization of new incoming tickets.

• Auto-replies: Automated confirmation emails and response triggers.

• Legacy BI reporting: Data synchronization for Helpdesk-ticket related information were paused, which may result in temporary gaps in legacy Business Intelligence reports.

What was NOT affected?

Our Webhook services and API remained fully operational. Customers utilizing custom integrations or third-party automations built on our API were not impacted by this specific issue.

Commitment

We sincerely apologize for the disruption this caused to your operations. We have restored all services and are taking the necessary steps to improve the stability of these systems moving forward.

We have identified the cause of the problem and are working on a fix.

This incident has been resolved. A postmortem will be available within a few days.

We have identified the cause of the disturbance and are currently working on a fix.

After looking into and following up on this incident, we can now give more information about what happened.

Root cause

On 2025-12-11 between 02:59 CET and 03:44 CET, Viskan services experienced intermittent unavailability. This issue was caused by a technical disturbance affecting network connectivity within our primary production environment. Services were fully restored by 03:44 CET, and all systems are currently operating normally.

Incident timeline

• 02:59 CET: Technical disturbance affecting network connectivity began, resulting in intermittent access issues for customer websites.

• 03:44 CET: Network connectivity was fully stabilized and all services were verified as restored.

Follow up

We are currently coordinating with our hosting partner to investigate the specific root cause and are awaiting an incident report with a more detailed timeline of the disturbance.

We are sorry for any inconvenience this might have caused you.