Root Cause Analysis - KaseyaOne - Portal Login Outage – 2026-07-15

Summary:

Between 2026-07-15 06:54 UTC and 2026-07-15 07:16 UTC, KaseyaOne customers were unable to login to KaseyaOne and access any downstream modules through SSO, such as the Kaseya Helpdesk.

Root Cause:

A scaling configuration was mistakenly changed during post-release infrastructure work, leaving the production application running with fewer resources than intended. When the remaining instance later experienced a routine restart, the application became unavailable because insufficient resources were available to maintain service. Restoring the correct infrastructure configuration resolved the issue.

Incident Timeline:

• Identified: 2026-07-15 06:54 UTC
• Resolved: 2026-07-15 07:16 UTC
• Public Notification: 2026-07-15 08:56 UTC

Preventative Measures:

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

Enhancements to Infrastructure Governance

• Reinforce the use of Infrastructure as Code (IaC) as the authoritative source for production infrastructure changes.
• Eliminate manual production configuration updates outside approved deployment processes.
• Establish automated controls to ensure production configurations remain aligned with approved infrastructure definitions.

Enhancements to Release Management Practices

• Require enhanced review procedures for infrastructure platform and provider upgrades that may trigger configuration reconciliation.
• Implement pre-deployment validation of critical production endpoints before infrastructure changes are applied.
• Strengthen change review requirements for production edge-routing and traffic-management components.

Enhancements to Infrastructure Resiliency

• Implement automated configuration drift detection and reporting to identify discrepancies between deployed infrastructure and source-controlled configurations.
• Add regular validation of externally facing routing and origin configurations.
• Improve recovery validation procedures to account for platform propagation delays and ensure service restoration is fully confirmed before incident closure.

Enhancements to Incident Management and Response

• Introduce additional deployment validation procedures for infrastructure changes affecting customer-facing services.
• Expand post-deployment verification activities to include end-to-end application availability testing.
• Continue refining incident response processes to further accelerate restoration activities.