Duration: 57 minutes

Affected Components: Viskan Backoffice, Viskan API, Viskan Automations, Viskan Citrix (Legacy)

Oct 28, 01:57:23 GMT+0
Completed - Maintenance has completed successfully. **Timeline:** 01:46 - Scheduled jobs are disabled. 02:25 - Upgrade of database server is initiated, and automatic preparations are starting. 02:41 - Automatic preparations done, failover starting. 02:44 - Failover done, upgrade is completed. 02:47 - Scheduled jobs are resumed. The gap of potential downtime is between 02:41-02:44 (\~2 minutes and 40 seconds), where Viskan Backoffice and Viskan API is unstable. No sites affected. Note that the actual upgrade got started with a bit of delay, due to a running job that had to complete first..

Oct 28, 01:00:01 GMT+0
Identified - Maintenance is now in progress.

Oct 23, 10:05:00 GMT+0
Identified - We have scheduled maintenance for the night between Tuesday and Wednesday, 2026-10-28 02:00–04:00 CEST. We expect about 5 minutes of downtime at some point during this window. This maintenance affects part of our customer base. We did a similar maintenance for the other part of the customer on 2026-10-22\. If you are unsure whether you are affected, please contact our support. Scheduled tasks will be paused from 02:00 until the maintenance is complete, so they don't interfere with the work. They will start running again once we're done. The scheduled tasks will be paused for all customers. We will update this page when the maintenance is complete..

Duration: 48 minutes

Affected Components: Viskan eCom engine

Oct 22, 10:41:28 GMT+0
Postmortem - # 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..

Oct 22, 08:19:06 GMT+0
Resolved - This incident has been resolved. A postmortem will follow..

Oct 22, 07:57:47 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Oct 22, 07:43:36 GMT+0
Identified - We are continuing to work on a fix for this incident..

Oct 22, 07:31:04 GMT+0
Investigating - We are currently investigating this incident..

Duration: 52 minutes

Affected Components: Viskan Backoffice, Viskan API, Viskan Automations, Viskan Citrix (Legacy)

Oct 22, 00:51:39 GMT+0
Completed - Maintenance has completed successfully. **Timeline:** 02:00 - Scheduled jobs are disabled. 02:09 - Upgrade of database server is initiated, and automatic preparations are starting. 02:26 - Automatic preparations done, failover starting. 02:29 - Failover done, upgrade is completed. 02:40 - Scheduled jobs are resumed. The gap of potential downtime is between 02:26-02:29, where Viskan Backoffice and Viskan API is unstable. No sites affected..

Oct 22, 00:00:01 GMT+0
Identified - Maintenance is now in progress.

Oct 20, 11:30:19 GMT+0
Identified - We have scheduled maintenance for the night between Wednesday and Thursday, 2026-10-22 02:00–05:00 CEST. We expect about 15 minutes of downtime at some point during this window. This maintenance affects part of our customer base. The remaining customers will be covered by a separate maintenance window, which will be announced here later. If you are unsure whether you are affected, please contact our support. Scheduled tasks will be paused from 02:00 until the maintenance is complete, so they don't interfere with the work. They will start running again once we're done. The scheduled tasks will be paused for all customers. We will update this page when the maintenance is complete..

Duration: 1 hour and 37 minutes

Affected Components: Viskan eCom engine

Oct 8, 08:23:57 GMT+0
Postmortem - # **Summary** On 2026-10-07, between 19:05 and 21:35, some customers had slow responses and timeouts. The cause was unusually high traffic, above the levels we had covered in our load tests. It used up all the network bandwidth on our load balancers. ### **Impact** Requests to the affected customers were slow or timed out for about 2.5 hours. ### **Timeline** * 19:05 - Response times start to get worse for some customers. * 19:58 - We start investigating. * 20:20 - We find the cause: the load balancers have reached their maximum network bandwidth. * 21:15 - We increase the load balancers' resources to raise the available bandwidth. This has no effect. * 21:32 - We apply a temporary workaround that sends traffic around the overloaded load balancers. * 21:35 - Response times are back to normal. ### **Root cause** Traffic was higher than the levels our load tests cover, and it reached the bandwidth limit on our load balancers. We are still working out what kind of traffic caused the increase. We increased the load balancers' resources, which should have raised the available bandwidth, but it made no difference. We have opened a support case with Microsoft to find out why. ### **Resolution** To get service back, we set up a temporary workaround that sends traffic around the overloaded load balancers. It is still in place while we work on a permanent fix. ### **Next steps** * Analyse the traffic – find out what traffic caused the increase. * Increase the bandwidth – work with Microsoft to make sure the load balancers actually get more bandwidth. * Upgrade the load balancers – move the load balancer servers to a newer server generation. * Remove the workaround – once the steps above are done, remove the temporary workaround. * Update our load tests – raise our load tests to cover higher traffic before Black Month..

Oct 7, 19:35:00 GMT+0
Resolved - Response times are back to normal. The workaround stays in place while we work with our cloud provider on a permanent fix. We will publish a full incident report soon..

Oct 7, 19:32:00 GMT+0
Monitoring - We have applied a workaround that sends traffic around the overloaded load balancers. We are monitoring the results..

Oct 7, 19:15:00 GMT+0
Identified - We increased the load balancers' resources to raise the available bandwidth, but this did not fix the problem. We are trying another fix..

Oct 7, 18:20:00 GMT+0
Identified - We have found the cause. Our load balancers have reached their maximum network bandwidth, which is slowing down traffic to some customers. We are working on a fix.We increased the load balancers' resources to raise the available bandwidth, but this did not fix the problem. We are trying another fix..

Oct 7, 17:58:00 GMT+0
Investigating - Since around 19:05, some customers have been seeing slow responses and timeouts. We are investigating..

Duration: 52 minutes

Affected Components: Viskan eCom engine

Oct 7, 07:30:05 GMT+0
Postmortem - # Incident report: web store disruption on 6 October 2026 ## Summary On 6 October 2026, web stores loaded slowly or failed to load for a period. A data service that the web stores rely on ran out of working memory and could not keep up with requests. Once we identified the cause, we restored normal operation by restarting the affected service. We are now adding capacity and reorganising how data is stored in that service, so this does not happen again. ## Timeline All times are CEST on 6 October 2026. | Time | Event | | ----- | ------------------------------------------------------------ | | 13:52 | Web store pages are failing to load | | 13:56 | We detect the problem and start investigating | | 13:59 | Viskan Status page is updated | | 14:14 | The affected service is restarted and the web stores recover | ## Impact During the incident, web store pages could load slowly or show errors. ## Cause The disruption was caused by a lack of memory in a data service we use (Elasticsearch). The data in this service is divided into many small parts, and each part needs some memory regardless of how much data it holds. Over time, our data had been split into far more parts than needed. Together, they used up the available memory, and the service slowed down until it could no longer answer requests. ## Resolution We restored normal operation by restarting the affected service, which freed up its memory. We then removed unused data and restarted the related services. ## What we are doing to prevent this * **More capacity, now:** we are increasing the memory available to the service, to give it a safety margin. * **Leaner data structure, over the coming period:** we are reorganising the data into far fewer parts. This removes the underlying cause and reduces memory use substantially. * **Cleanup of unused data:** we have removed unused data that was no longer needed, and will make this part of our routine to keep unused data to a minimum.

Oct 6, 12:51:37 GMT+0
Resolved - This incident has been resolved, after restarting affected services. We have a plan for a long term solution, and we will put this in place as soon as possible..

Oct 6, 12:17:31 GMT+0
Identified - We have identified the root cause of the problem and are working on a fix. One service has been restarted, and some web stores are coming back to life..

Oct 6, 11:59:39 GMT+0
Investigating - We are currently investigating this incident..

Affected Components: Viskan eCom engine

Oct 5, 19:06:00 GMT+0
Resolved - Between 21:06 and 21:18 CEST today (5 October), most web stores on the Viskan platform were intermittently unavailable. This happened during a scheduled platform upgrade. All stores have been running normally since 21:18. We're still investigating the root cause and will share our findings here once the investigation is complete..

Duration: 50 minutes

Affected Components: Viskan Automations

Oct 5, 12:33:07 GMT+0
Resolved - **Update:** Automations are running again. We will continue to monitor the platform closely and will post further updates here if needed..

Oct 5, 11:42:39 GMT+0
Identified - We are upgrading the resources on the database servers in our hosting environment. The upgrade is taking longer than planned. Automations in Viskan are paused until it is finished. No action is needed on your side. Automations will start running again once the upgrade is complete, and we will post an update here when they do. This work is part of our ongoing effort to address the performance issues described here: <https://status.viskan.com/cmu3xctpi00ox1mnkq2ojtzwf> We apologise for the inconvenience and appreciate your patience..

Duration: 2 hours and 15 minutes

Affected Components: Viskan Backoffice, Viskan API, Viskan Automations

Oct 1, 14:45:37 GMT+0
Resolved - The environment has been stable for some time, so we're now closing this incident. We're still investigating the root cause. We've traced it to our database servers in Microsoft Azure and are working with Microsoft to find the exact cause. We'll update this incident with a full incident report once it's ready. We apologise for the disruption and thank you for your patience..

Oct 1, 12:37:13 GMT+0
Monitoring - We had a short networking issue in our environment, and services are back to normal. We are continuing to monitor and look into the root cause of this issue..

Oct 1, 12:31:07 GMT+0
Investigating - We are currently investigating this incident..

Duration: 12 hours and 6 minutes

Affected Components: Viskan Backoffice

Sep 29, 16:30:04 GMT+0
Postmortem - **Incident summary — Brief Backoffice unavailability** **Period:** 29 September 2026, 11:50–11:55 CEST **Affected services:** Viskan Backoffice **Impact** For about five minutes, Backoffice and some related services were slow or unresponsive. No data was lost, and all services recovered fully by 11:55 CEST. **Cause** An unusually high volume of automated image requests from an external crawler caused the incident. Our media service, which resizes and optimizes images on demand, came under heavy load while processing these requests. This load affected the performance of other internal components, including Backoffice, until the requests subsided. **What we have done** We have set resource limits on the media service and guaranteed resource allocations for Backoffice and other critical components. A similar spike in image requests would now be contained within the media service without affecting the rest of the platform. **What we will do** * Introduce rate limits on image requests, so a high volume from a single source cannot overload the media service. * Limit how many images the media service processes at once, so large bursts are handled gradually instead of all at once. * Adjust our monitoring and alert thresholds so we detect this type of load pattern before it affects customers..

Sep 29, 09:56:00 GMT+0
Resolved - This incident has been resolved..

Sep 29, 09:50:00 GMT+0
Investigating - We have received notifications about issues affecting Backoffice and are investigating..

Duration: 25 days and 22 hours

Affected Components: Viskan Backoffice, Viskan API, Viskan Automations

Oct 12, 07:54:38 GMT+0
Resolved - We have deployed a series of improvements, and performance is now at an acceptable level and has stayed stable since. We are therefore closing this incident. Improving performance remains a priority, and we will keep working on making the platform faster. Thank you for your patience. If you still have problems, please contact support..

Sep 28, 14:36:20 GMT+0
Monitoring - The performance improvements deployed last week have had a clear positive effect, and overall platform performance is significantly better than at the start of this incident. We continue to monitor closely. Some routines are still running slower than we expect. We have identified these areas and are preparing a further round of performance work targeting them. We will share another update as these improvements are rolled out. We apologise for the inconvenience and thank you for your patience..

Sep 22, 13:43:52 GMT+0
Monitoring - We have now deployed a series of performance improvements to the platform, and we are seeing measurable results. Updates are reaching web stores faster, and the larger routines are completing more quickly than they have in recent weeks. We are not declaring the issue resolved yet. Our team will continue to monitor performance closely, and further improvements are already planned and underway. We will post another update as the work continues, and of course when we consider the situation fully stable. Thank you for your patience throughout this..

Sep 17, 12:30:55 GMT+0
Monitoring - We have increased the capacity of the systems behind the platform. In short, the servers that handle data updates and heavier routines now have significantly more processing power and memory available to them. We expect this to improve performance, but we want to be careful not to promise more than we can confirm at this stage. We will be monitoring the effects closely over the coming days, and we are continuing to investigate additional improvements. You may still experience delays while we evaluate the situation. We will post another update as soon as we know more. Thank you for your continued patience..

Sep 16, 09:55:04 GMT+0
Investigating - We are currently experiencing degraded performance across the Viskan platform. The issue has developed gradually as we have been migrating customers to our new Azure environment. Affected areas include: \- Delays before updates reach web stores \- Longer-than-usual run times for larger routines, such as shipment creation Our team is actively working to resolve this. Updates will be posted here as the situation develops. Thank you for your patience..

Duration: 2 hours and 10 minutes

Affected Components: Viskan API, Viskan Backoffice, Viskan Automations

Aug 25, 13:52:52 GMT+0
Postmortem - # Incident summary — Degraded performance and delayed order visibility **Period:** 22 August 2026 from approx. 23:00 CEST until 23 August 2026 at 13:12 CEST **Affected services:** Viskan Backoffice, Viskan API, Viskan Automations ### Impact From late Saturday evening, response times were degraded across Backoffice, the API and automations. During Sunday morning the situation worsened, and web orders began queuing before becoming visible in Backoffice and via the API. Orders were received and processed correctly throughout; none were lost or dropped. The backlog cleared during the morning and normal performance was restored at 13:12 CEST. ### Cause The incident was caused by insufficient capacity headroom in one part of our platform. As we have gradually moved more customers onto this environment, its capacity has not been scaled at the same pace, leaving a smaller buffer than we consider acceptable. From Saturday evening, an unusually high volume of automated requests from a single integration pushed load beyond what the available capacity could absorb. ### What we have done We added capacity to the affected environment, which restored performance and allowed the order queue to drain. All queued orders were processed and made available without data loss. ### What we will do * Review capacity and headroom across our environments, so that growth in usage is matched by scaling in advance. * Adjust our monitoring and alert thresholds so that this type of load pattern is detected before it affects customers. * Introduce guardrails on request volumes, so that traffic from a single integration cannot affect service for others..

Aug 23, 11:12:33 GMT+0
Resolved - This incident has been resolved. A summary of this incident will be posted here in the coming days..

Aug 23, 10:36:35 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result. Some orders are still being processed from the queue and do not yet appear in Viskan Backoffice..

Aug 23, 10:07:43 GMT+0
Identified - We are still working on a solution. We are currently provisioning more compute resources in our cloud environment..

Aug 23, 09:17:31 GMT+0
Identified - We have identified the cause of this problem and are working on a fix..

Aug 23, 09:02:11 GMT+0
Investigating - We are currently investigating this incident. Web orders successfully go through, but some of them get stuck in a queue before being available in Viskan Backoffice and the API..

Duration: 2 hours and 43 minutes

Affected Components: Viskan API, Viskan Backoffice, Viskan Citrix (Legacy)

Aug 5, 12:14:07 GMT+0
Resolved - This incident has been resolved..

Aug 5, 10:05:53 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Aug 5, 09:31:29 GMT+0
Identified - We are continuing to work on a fix for this incident..

Duration: 1 hour and 7 minutes

Affected Components: Viskan Backoffice

Jun 22, 14:06:19 GMT+0
Resolved - This issue was caused by an issue in how traffic was being distributed across our servers, which put too much load on one of them. The issue has been identified and remedied, and everything is now back to normal..

Jun 22, 13:24:09 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Jun 22, 13:05:40 GMT+0
Identified - We are continuing to work on a fix for this incident..

Jun 22, 12:59:33 GMT+0
Investigating - A part of the older generation of Viskan Backoffice is currently experiencing degraded performance. Specifically the one that handles in-store related features, such as click & collect. We are investigating..

Duration: 3 hours and 28 minutes

Affected Components: Viskan eCom engine

Jun 9, 10:15:01 GMT+0
Resolved - This incident is now marked as resolved. We have adjusted the server resources to minimize future risk..

Jun 9, 08:49:55 GMT+0
Monitoring - The issues are still under control and are being monitored. We are adjusting server resources to minimize risk of this happening again..

Jun 9, 06:57:31 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Jun 9, 06:47:15 GMT+0
Investigating - We are currently investigating this incident..

Duration: 26 minutes

Affected Components: Viskan eCom engine

May 4, 16:26:21 GMT+0
Resolved - This incident has been resolved. The issue was traced back to a small configuration oversight. Our team is refining our deployment workflows to ensure better stability moving forward..

May 4, 16:11:03 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

May 4, 16:00:51 GMT+0
Investigating - We are currently investigating this incident..

Duration: 48 minutes

Affected Components: Viskan API, Viskan Automations, Viskan Backoffice

Apr 23, 06:48:44 GMT+0
Resolved - This incident has been resolved..

Apr 23, 06:00:44 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Duration: 1 hour and 32 minutes

Affected Components: Viskan API, Viskan Automations, Viskan Backoffice, Viskan eCom engine, Viskan Citrix (Legacy)

Apr 20, 21:41:09 GMT+0
Resolved - This incident has been resolved..

Apr 20, 20:08:59 GMT+0
Investigating - We are currently investigating this incident..

Duration: 41 minutes

Affected Components: Viskan eCom engine

Apr 1, 12:56:28 GMT+0
Resolved - This incident has been resolved..

Apr 1, 12:41:17 GMT+0
Monitoring - The connectivity issues have been resolved. Services are returning to normal operation as network stability at our hosting provider has been restored. We are currently monitoring the environment to ensure continued stability. A full incident report will be shared once our internal investigation is complete. **Current status:** All systems operational..

Apr 1, 12:15:43 GMT+0
Investigating - We are currently investigating this incident..

Affected Components: Viskan API

Mar 30, 12:56:43 GMT+0
Resolved - This incident has been resolved..

Mar 30, 12:26:00 GMT+0
Resolved - **\[Resolved\]** We have corrected a misconfiguration that caused the Viskan API to be inaccessible for approximately 4 minutes. All systems are now operating normally, and no further action is required from users..

Duration: 1 hour and 4 minutes

Affected Components: Viskan API, Viskan Automations, Viskan Backoffice, Viskan Citrix (Legacy), Viskan eCom engine

Mar 26, 08:16:47 GMT+0
Postmortem - # **Incident Postmortem: March 25, 2026** ### **Executive summary** Yesterday (2026-03-25) our services experienced a brief connectivity interruption lasting approximately 4 minutes. The issue was isolated to our upstream hosting provider and has since been resolved. ### **Details** * **Duration:** 4 minutes * **Impact:** Intermittent service unavailability/latency for all users. * **Root cause:** A brief network interruption occurred due to a routing issue at our upstream provider, and was quickly resolved, restoring normal connectivity. * **Status:** All systems are currently stable and monitoring shows 100% recovery..

Mar 25, 12:26:46 GMT+0
Resolved - This incident has been resolved. A postmortem will be posted here shortly..

Mar 25, 11:24:08 GMT+0
Monitoring - The connectivity issues are resolved. We are still investigating what caused the outage..

Mar 25, 11:22:50 GMT+0
Investigating - We are currently investigating this incident..

Duration: 57 minutes

Affected Components: Viskan eCom engine

Mar 9, 08:00:05 GMT+0
Resolved - This incident has been resolved..

Mar 9, 07:14:03 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Mar 9, 07:13:34 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Mar 9, 07:02:39 GMT+0
Identified - We are continuing to work on a fix for this incident..

Duration: 2 hours and 36 minutes

Affected Components: Viskan Citrix (Legacy)

Feb 24, 21:35:39 GMT+0
Completed - Maintenance has completed successfully..

Feb 24, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Feb 24, 19:00:00 GMT+0
Identified - We are planning for a scheduled maintenance for our Citrix environment. We don't expect any extended periods of downtime but Citrix sessions may be disconnected..

Duration: 3 hours and 26 minutes

Affected Components: Viskan Backoffice, Viskan API, Viskan Automations, Viskan Citrix (Legacy), Viskan eCom engine

Jan 29, 15:33:51 GMT+0
Postmortem - # 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..

Jan 29, 14:41:41 GMT+0
Resolved - This incident has been resolved..

Jan 29, 11:18:53 GMT+0
Monitoring - Services are back up, and we are continuing to monitor the situation, and look for the root cause..

Jan 29, 11:15:34 GMT+0
Investigating - We are currently investigating this incident..

Duration: 4 hours

Affected Components: Viskan eCom engine, Viskan API, Viskan Automations, Viskan Backoffice, Viskan Citrix (Legacy)

Jan 29, 04:00:00 GMT+0
Completed - Maintenance has completed successfully.

Jan 29, 00:00:01 GMT+0
Identified - Maintenance is now in progress.

Jan 29, 00:00:00 GMT+0
Identified - We would like to inform you about a scheduled maintenance window on Thursday, the 29th of January, between 01:00 and 05:00 (CET). During this time, we will be switching our network infrastructure to a new provider. This includes changes to incoming and outgoing IP addresses as part of an improvement to our overall platform stability and scalability. We expect the impact to be minimal and aim to keep any downtime as short as possible. However, should unforeseen issues occur during the transition, the maintenance window allows us sufficient time to resolve them safely. If you have any questions or notice anything unexpected after the maintenance window, please contact our support team. Thank you for your understanding..

Duration: 2 hours and 6 minutes

Affected Components: Viskan Automations

Jan 27, 09:48:33 GMT+0
Postmortem - ### **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. .

Jan 27, 08:50:00 GMT+0
Resolved - This incident has been resolved..

Jan 27, 08:25:00 GMT+0
Identified - We have identified the cause of the problem and are working on a fix..

Jan 27, 06:44:00 GMT+0
Investigating - We are currently investigating this incident..

Duration: 41 minutes

Affected Components: Viskan eCom engine

Dec 25, 12:09:35 GMT+0
Resolved - This incident has been resolved. A postmortem will be available within a few days..

Dec 25, 11:47:05 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Dec 25, 11:39:59 GMT+0
Identified - We have identified the cause of the disturbance and are currently working on a fix..

Dec 25, 11:29:02 GMT+0
Investigating - We are currently investigating this incident..

Duration: 23 minutes

Affected Components: Viskan API, Viskan Automations, Viskan Backoffice, Viskan Citrix (Legacy), Viskan eCom engine

Dec 18, 22:53:23 GMT+0
Completed - Maintenance has completed successfully..

Dec 18, 22:30:01 GMT+0
Identified - Maintenance is now in progress.

Dec 18, 22:30:00 GMT+0
Identified - We are planning for a scheduled maintenance during that time. This is essential work to ensure the continued reliability and performance of our services..

Duration: 45 minutes

Affected Components: Viskan API, Viskan Backoffice, Viskan Citrix (Legacy), Viskan eCom engine, Viskan Automations

Dec 11, 13:38:09 GMT+0
Postmortem - 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..

Dec 11, 02:44:00 GMT+0
Resolved - This incident has been resolved..

Dec 11, 01:59:00 GMT+0
Investigating - We are currently investigating this incident..