Summary:

Between 2026-08-07 20:46 UTC and 2026-08-07 23:21 UTC, Autotask PSA customers in zones AU03 and AU04 experienced an interruption accessing the Autotask PSA user interface (GUI) and APIs.

Root Cause:

Critical infrastructure supporting Autotask PSA relied on licenses that expired before the renewal process was completed. While renewal activities were in progress, the affected components reached their license expiration and unexpectedly stopped processing customer traffic, resulting in a service interruption. Service was restored after the renewal process was completed, and updated licenses were generated and installed.

Incident Timeline:

• Identified: 2026-08-07 20:46 UTC
• Public Notification: 2026-08-07 23:00 UTC
• Resolved: 2026-08-07 23:48 UTC

Preventative Measures:

To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps.

Enhancements to Infrastructure Resiliency:

• Reviewing the architecture and deployment strategy for traffic management infrastructure to identify opportunities to further improve resiliency and reduce the impact of component-level failures.

Enhancements to Vendor and Support Management:

• Reviewing support and escalation requirements with our vendors for business-critical infrastructure services to ensure timely engagement during service-impacting events.