Summary:
Between 2026-07-03 11:41 UTC and 2026-07-03 15:09 UTC, some Autotask PSA customers hosted in the UK02 region experienced intermittent application performance degradation. Impacted customers may have encountered slow or unresponsive GUI behavior, widget timeout errors, and delays in workflow rule processing while queued workflow events were processed.
Root Cause:
An intermittent hardware failure within the infrastructure supporting the UK02 environment caused unexpected database restarts. As a result, some application services experienced disrupted database connectivity, leading to intermittent application performance degradation and workflow processing delays until recovery actions were completed.
Incident Timeline:
- Identified: 2026-07-03 11:41 UTC
- Public Notification: 2026-07-03 13:58 UTC
- Resolved: 2026-07-03 15:09 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
- Review storage path failover configurations to improve resilience during intermittent connectivity events within redundant infrastructure paths.
- Evaluate additional infrastructure resiliency improvements that may enhance automatic recovery during hardware connectivity failures.
Enhancements to Application Resiliency
- Improve application resilience to database connectivity interruptions to reduce service impact during infrastructure failover or recovery events.
- Enhance automated recovery mechanisms so application services can restore normal operation more quickly following unexpected database disruptions.
Enhancements to Incident Management and Response
- Reinforce established incident response procedures across operational teams to ensure recovery actions are executed consistently and efficiently during similar events.
- Provide additional cross-functional training to strengthen shared understanding of application and database interactions, enabling faster diagnosis and restoration of service.