Between 2026-02-07 02:00 AM EST and 2026-02-07 02:30 PM EST, several customers in the North America region experienced an issue where pages in VSA 10 were slow to load or loaded into a 500 internal server error.
The root cause was determined to be an overrunning maintenance job which caused memory pressure on several databases. This led to resource exhaustion which caused the intermittent errors users were experiencing.
The Operations team stopped the maintenance job and restored the service to a healthy state.
To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps:
Enhanced Maintenance Logic and Deployment: The Kaseya R&D Team is updating maintenance jobs to implement pre-flight checks, staggered rollout of maintenance jobs and guardrails against these jobs running past their expected duration.
Enhanced Monitoring, Alerting, and Response: The Kaseya R&D Team is refining monitoring and alerting, including that of maintenance jobs runtimes and impact on database resources, in order to expedite the identification and triage of issues that may degrade the service
Enhanced Incident Management and Response: The Global Kaseya Teams will continue to receive training and coaching on the Incident Management playbooks to ensure all internal stakeholders are promptly informed of events and that incident response teams are assembled without delay.