Emergency maintenance for EU2

Incident Report for Auvik Networks Inc.

Postmortem

Service Disruption - The EU2 cluster was unavailable

Root Cause Analysis

Duration of the incident

Discovered: Dec 15, 2025 20:00 – UTC
Resolved: Dec 16, 2025 02:00 – UTC

Customer impact

During the incident window, customers hosted in the EU2 region experienced intermittent service degradation. This included slower system responsiveness, temporary inconsistencies in monitoring data, and brief periods where alerts may have been delayed or inaccurate.
Most customers regained access as services were progressively restored, and complete stability was confirmed before the incident was closed.

Cause

The incident was caused by an elevated load in the EU2 service environment, resulting in an uneven workload distribution across backend resources. As the load increased, automated recovery mechanisms were unable to stabilize the environment fully, necessitating a controlled restart of the regional service to restore normal operations.

Effect

The imbalance led to reduced service performance and temporary unavailability for some customers until recovery actions were completed. Engineering teams were required to intervene to safely restart the affected region and validate service health before returning operations to normal.

Future consideation(s)

Improve automated workload balancing to absorb regional load increases.
Strengthen early indicators for backend saturation to enable earlier intervention.
Refine operational procedures to further reduce recovery time in similar scenarios.

Posted Dec 22, 2025 - 03:52 EST

Resolved

The incident has been fully resolved. Regular service has been restored, and all systems operate as expected.

Impact:
Users should no longer experience any issues related to this service disruption.
If you are still experiencing issues, please do not hesitate to reach out to the support team and update your ticket or report any problems you haven't reported yet.

Service has been fully restored. We apologize for any disruption to our services. We thank you for your understanding. If you continue to experience issues, please don't hesitate to contact our support team.
We will post an RCA after an internal investigation.

Posted Dec 15, 2025 - 20:57 EST

Monitoring

A restart of the EU2 cluster has resolved the issue. We will monitor the situation to ensure stability and confirm that the service remains fully functional.

Impact:
Services should be operating normally; however, we continue monitoring for irregularities.
If you are still experiencing issues, please do not hesitate to reach out to the support team and update your ticket or report any problems you haven't reported yet.

Next Steps:
We will provide a final update once the issue is resolved.

We appreciate your patience as we work through this issue.

Posted Dec 15, 2025 - 20:40 EST

Investigating

Affected Services: Access
Cluster(s): EU2

We are currently performing emergency maintenance, which requires a restart of the EU2 cluster.

Impact:
During this time, users in the EU2 region may experience login issues or intermittent service disruptions.

Next Steps:
We will provide updates as we learn more.

We appreciate your patience as we work to resolve this issue.

Posted Dec 15, 2025 - 18:28 EST

This incident affected: Network Mgmt (eu2.my.auvik.com).