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OutageDeck

Incident detail

Investigating Potential Service Issues

Resolved incidentMajor2 affected services

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  1. Investigating

    Please be aware that on May 11, starting at 10:30 AM EEST, we experienced a service outage affecting the AI Assistant. During this window, users across all accounts may have experienced non-responsive behavior when attempting to create charts or submit general queries to the Assistant.

  2. Identified

    Following a technical investigation, the issue was traced back to the Shared Gateway Service, which was preventing requests from reaching the AI processing engine.

  3. Monitoring

    Our engineering team applied mitigation steps and re-applied configuration to clear the gateway bottleneck and restore the flow of traffic.

  4. Resolved

    2:00 PM EEST The fix was verified, and the service was confirmed as fully operational.

    Root Cause:

    The outage was corrupted configuration in the AI Shared Gateway Service, affecting its ability to handle Assistant-specific traffic.

    We sincerely apologize for the impact this had on your workflow. We are currently reviewing our gateway capacity and alerting thresholds to prevent a recurrence of this specific issue.