Summary: 

Between 2026-03-26 14:22 UTC and 2026-03-26 15:30 UTC, Datto RMM partners in the Concord platform (US East) were intermittently unable to create new Monitoring Policies or edit existing ones, receiving an error when attempting to save their work. 

Scope: 

The impact was limited to creating and updating Monitoring Policies in the Web UI on the Concord platform (US East region). All other functionalities in the Web UI, as well as Managed Device connections and interactions, were unaffected. 

Root Cause: 

A temporary spike in internal database activity caused write operation timeouts and subsequent retries that degraded performance for policy create/update requests.  

The service automatically recovered when database activity returned to normal levels. 

Incident Timeline: 

• First report to Kaseya Support: 2026-03-26 13:22 UTC 

• Engineering Investigation Began: 2026-03-26 14:10 UTC 

• Resolved: 2026-03-26 14:30 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: The R&D team is continuing the collaboration with AWS to better understand and mitigate database activity spikes, including analysis of query throughput, transaction contention, and connection utilization patterns in order to reduce the risk of a repeated occurrence. 

• Enhancements to Observability and Diagnostics: The R&D team is expanding log analysis and telemetry efforts to identify recurring patterns in database engine behavior, helping to reduce the time needed to detect and respond to early indicators of similar issues in the future.