Actionstep Outage History

Started Aug 15, 2025, 06:03 PM UTC· resolved Aug 15, 2025, 06:16 PM UTC

1. identified Aug 15, 2025, 06:03 PM UTC

   We are writing to inform that our team is aware of an outage affecting the Actionstep Practice Management system that began at 11:51 MDT, 15th August 2025. Our team is investigating this as the top priority and will work to restore the system to full functionality urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. resolved Aug 15, 2025, 06:16 PM UTC

   We are providing additional information about the issue affecting Actionstep Practice Management on August 15, 2025, and confirming that the problem has now been resolved. The issues began at 11:51AM MDT and were resolved by 12:10PM MDT. It is important to confirm that no data was lost and that the issue was related solely to platform performance. Our team prioritized investigating the problem and restored functionality to normal operations. The Actionstep team understands the impact this issue may have had on your business, and we want to reaffirm our commitment to enhancing the experience for all customers using the platform. Regards, Actionstep Support Team

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Started Aug 05, 2025, 02:15 PM UTC· resolved Aug 05, 2025, 03:21 PM UTC

1. identified Aug 05, 2025, 02:49 PM UTC

   Our team has identified an issue with the Actionstep Practice Management Platform, specifically with performance problems and overall slowness across the platform. Our team is investigating this as a priority and will work to restore the system to normal operations urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by reach out to us by way of ticket submission at https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. identified Aug 05, 2025, 02:53 PM UTC

   We would like to give an update on the issue we previously reported. Our team is still working to resolve the issue, which remains our top priority. We appreciate your patience and encourage you to contact us by submitting a ticket at https://support.actionstep.com if you need further assistance. We will keep you updated on our progress to ensure you are back online as soon as possible. Regards, Actionstep Support Team

3. identified Aug 05, 2025, 03:08 PM UTC

   We wanted to provide an update on the performance and slowness issue communicated earlier. Our team has identified the root cause of the problem and is preparing a fix to be released that will restore the system to normal operation. We will provide more information once we have a release date and any additional updates as needed. Regards, Actionstep Support Team

4. monitoring Aug 05, 2025, 03:14 PM UTC

   We wanted to provide an update on the performance and slowness issues communicated earlier. Our team has released a fix, and we are seeing performance return to normal. We will continue to monitor the situation and keep everyone updated. Regards, Actionstep Support Team

5. resolved Aug 05, 2025, 03:21 PM UTC

   We are providing additional information regarding the performance issues that affected the Actionstep Practice Management platform on 05/08/2025 and confirming that the issue has now been resolved. These performance issues occurred from 3:15 PM to 5:20 PM, and customers using the system during this time experienced periods of instability and slowness. We can confirm that no data was lost and that the issue was solely related to platform performance. The Actionstep team appreciates the impact this issue may have had on your business, and we want to reaffirm our commitment to enhancing the experience for all customers who use our platform. We have identified the root cause of the problem and taken steps to prevent it from happening again in the future. Regards, Actionstep Support Team

6. postmortem Aug 14, 2025, 04:35 PM UTC

   We recently experienced a service interruption on our eu-west-1 server on the 5th of August 2025 that caused degraded performance for some customers. The issue was related to unusually high levels of API activity on one of our servers, which impacted system stability. We isolated the source of the high traffic and moved it to a separate environment to restore performance. We are also reviewing our current rate-limiting and monitoring systems to help prevent similar issues in the future. We apologise for any inconvenience this caused and thank you for your understanding as we continue to improve the reliability of our service.

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Started Jun 30, 2025, 04:30 AM UTC· resolved Jun 30, 2025, 04:30 AM UTC

1. resolved Jun 30, 2025, 04:53 AM UTC

   Our team has resolved a performance issue that resulted in slowness and delays when using particular aspects of the Actionstep system. Specifically, these performance issues were affecting customers in ap-southeast-2.actionstep. We apologise for any inconvenience caused. Regards, Actionstep Support Team

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Started Jun 24, 2025, 12:30 AM UTC· resolved Jun 24, 2025, 03:41 AM UTC

1. identified Jun 24, 2025, 03:26 AM UTC

   Our team has identified an issue when creating new matters that is resulting in duplications in both matters and folders. Our team is investigating this as a priority and will work to restore the system to normal operations urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by reach out to us by way of ticket submission at https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. identified Jun 24, 2025, 03:30 AM UTC

   We are continuing to work on a fix for this issue.

3. monitoring Jun 24, 2025, 03:32 AM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Jun 24, 2025, 03:41 AM UTC

   We are reaching out to provide additional information regarding the folder duplication issue that occurred while creating a matter on the Actionstep Practice Management platform on June 24, 2025. We are pleased to confirm that this issue has now been resolved. Please be aware that any duplicate folders created will need to be deleted manually. The issue arose due to a routine release that was subsequently rolled back. The Actionstep team understands the impact this issue may have had on your business, and we want to reaffirm our commitment to enhancing the overall experience for all customers using the platform. We have identified the root cause of the problem and have taken steps to prevent it from happening in future releases. Regards, Actionstep Support Team

5. postmortem Jun 30, 2025, 03:35 PM UTC

   **Post-Incident Summary – Folder Duplication Issue \(June 24, 2025\)** **Status:** Resolved **Summary:** On June 24, 2025, an issue occurred where folders were duplicated when creating a matter in the Actionstep Practice Management platform. This was caused by a routine release, which was quickly rolled back. **Impact:** * Duplicate folders were created when adding new matters. * Affected folders will need to be manually deleted by users. **Resolution:** The issue was identified and resolved promptly. The release responsible was rolled back. **Next Steps:** We have identified the root cause and implemented safeguards to prevent this from occurring in future releases. We sincerely apologize for the inconvenience and appreciate your understanding.

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Started Jun 18, 2025, 10:08 PM UTC· resolved Jun 18, 2025, 10:47 PM UTC

1. investigating Jun 18, 2025, 10:08 PM UTC

   We are writing to inform that our team is aware of an outage affecting the Actionstep Practice Management system that began on 19/06/2025 at 10AM NZ time. Our team is investigating this as the top priority and will work to restore the system to full functionality urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. investigating Jun 18, 2025, 10:10 PM UTC

   We are continuing to investigate this issue.

3. identified Jun 18, 2025, 10:11 PM UTC

   We wanted to provide an update on the outage affecting the Actionstep Practice Management system, which was communicated earlier. Our team has identified the root cause of the problem and is preparing a fix to be released that will return the system to normal operations. We will provide more information once we have a release time and further information as required. Regards, Actionstep Support Team

4. identified Jun 18, 2025, 10:21 PM UTC

   We are continuing to work on a fix for this issue.

5. identified Jun 18, 2025, 10:33 PM UTC

   We are continuing to work on a fix for this issue.

6. monitoring Jun 18, 2025, 10:39 PM UTC

   We would like to provide an update on the outage affecting the Actionstep Practice Management system that we communicated earlier. Our team has identified the root cause of the problem and has released a fix. We are observing improvements in the system and will continue to monitor its performance while providing further updates. Regards, Actionstep Support Team

7. resolved Jun 18, 2025, 10:47 PM UTC

   We are writing to provide additional information regarding the outage that affected the Actionstep Practice Management platform on June 19, 2025 (NZ). We are pleased to confirm that the issue has now been resolved. The outage began at 10 AM NZST and temporarily prevented users from accessing the system. We want to assure you that no data was lost; the issue was solely related to access to the platform. Our team prioritized this issue and released an urgent fix at 10:40 AM, which restored platform access and returned system performance to normal levels. The Actionstep team understands the impact this outage may have had on your business, and we want to reaffirm our commitment to enhancing the experience for all customers who use the platform. A post-mortem update will be published in the coming week with further details. Regards, Actionstep Support Team

8. postmortem Jun 26, 2025, 03:00 PM UTC

   ### **What Happened** On June 18, 2025, our platform experienced a performance issue during a period of high traffic. Some customers may have experienced slow performance or temporary outages. The issue was caused by a failure in an automated process we use to prepare our servers for peak demand. This failure was linked to an outage at GitHub, a third-party service we use to manage parts of our deployment process. As a result, our servers did not scale up as they normally would during busy periods, leading to the disruption. ### **What We Did** Our engineering team was alerted shortly after the issue began. Once the cause was identified, we manually deployed the necessary updates to restore normal service levels. Full functionality was restored quickly after this intervention. ### **How We’re Preventing This in Future** * We are improving our monitoring so failures like this trigger immediate alerts before they can impact customers. * We are updating our deployment processes to remove reliance on this type of step, which will prevent similar issues in the future. * Our teams are conducting a full review to identify and address any additional improvements needed. ### **We’re Sorry for the Disruption** We know how critical our platform is to your daily operations, and we sincerely apologize for this disruption. We are committed to learning from this and continuing to improve the reliability of our services. If you have any questions, please don’t hesitate to reach out to our support team.

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Started Jun 09, 2025, 08:20 AM UTC· resolved Jun 09, 2025, 11:32 AM UTC

1. identified Jun 09, 2025, 08:20 AM UTC

   We are writing to inform that our team is aware of an outage affecting the UK - Server Outage (eu-west-1) system that began on 09/06/2025 at 9:10am Our team is investigating this as the top priority and will work to restore the system to full functionality urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. investigating Jun 09, 2025, 09:04 AM UTC

   Our team has identified an issue with the UK Server (eu-west-1) that is resulting in an outage. Our team is investigating this as a priority and will work to restore the system to normal operations urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by reach out to us by way of ticket submission at https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

3. identified Jun 09, 2025, 09:57 AM UTC

   We wanted to provide an update regarding the ongoing issue affecting the UK Server (eu-west-1). Our engineering team is continuing to investigate the root cause of the outage and is actively working on a resolution with the highest priority. We understand the impact this may be having on your operations and sincerely appreciate your patience. Please be assured that restoring full service remains our top priority, and we will continue to keep you informed of any significant developments or progress. In the meantime, if you need immediate assistance or have questions, please don’t hesitate to submit a ticket at https://support.actionstep.com, and our support team will be happy to help.

4. identified Jun 09, 2025, 10:25 AM UTC

   Our team is still actively working to resolve the issue affecting the UK Server (eu-west-1). While we don’t have a resolution just yet, please know that this remains our highest priority, and we are dedicating all necessary resources to bring services back online as quickly as possible. We understand how disruptive this is and sincerely thank you for your continued patience. We will provide another update as soon as we have further information to share. As always, if you require support in the meantime, please reach out by submitting a ticket at https://support.actionstep.com. Regards, Actionstep Support Team

5. identified Jun 09, 2025, 10:55 AM UTC

   Our team continues to investigate the issue affecting the UK Server (eu-west-1). We are actively working through all possible causes and remain fully committed to restoring full service as soon as possible. We understand the ongoing impact this may have and truly appreciate your patience as we work toward a resolution. Further updates will be shared as new information becomes available. If you need assistance in the meantime, please don’t hesitate to contact us via a support ticket at https://support.actionstep.com. Regards, Actionstep Support Team

6. identified Jun 09, 2025, 11:30 AM UTC

   Our team continues to work on the issue affecting the UK Server (eu-west-1), and we’re pleased to share that our engineers believe they have identified the underlying problem. We are currently in the process of ramping up our infrastructure to handle the anticipated volume of incoming requests. This is a critical step to ensure stability and performance once traffic resumes. As soon as this process is complete, we will begin allowing traffic through and will provide a further update here. We understand how disruptive this has been and sincerely thank you for your continued patience. In the meantime, if you require assistance, please reach out by submitting a ticket at https://support.actionstep.com. Regards, Actionstep Support Team

7. resolved Jun 09, 2025, 11:50 AM UTC

   We are communicating to provide further details regarding the performance issues that impacted the UK Server (eu-west-1) platform on 09/06/2025, and to confirm that the issue has now been fully resolved. The disruption lasted approximately three and a half hours, during which users were unable to access the system. We want to reassure you that no data was lost during this incident; the issue was limited solely to platform performance. Our engineering team treated this as their highest priority and worked throughout the day to identify and resolve the problem. A critical fix was deployed at 12:32 PM, which successfully restored the platform to normal performance levels. We understand the disruption this may have caused and sincerely apologise for the inconvenience. At Actionstep, we are committed to continually improving the platform and the experience of all our users. A thorough review of the incident is underway to identify the root cause and implement measures to prevent recurrence. We will also be compiling a detailed report of our findings, which we will share once completed. Thank you for your patience and continued support. The Actionstep Team Regards, Actionstep Support Team

8. postmortem Jun 26, 2025, 03:27 PM UTC

   ## **Post-Incident Report – Europe Service Outage \(9 June 2025\)** **Status:** Resolved **Impact:** Full Service Outage – Europe Region \(eu-west-1\) ### **Summary** On 9 June 2025, Actionstep’s Europe-hosted environment experienced a full outage. Customers hosted in the EU region were unable to access the platform from **09:16 to 12:46 BST** — a total of **3 hours and 30 minutes**. This report outlines the confirmed cause, the impact, the actions taken during the incident, and the steps being implemented to improve platform resilience. ## **Incident Overview** ### **What Happened** As the UK business day began, the Europe-hosted environment experienced a rapid surge in demand. The platform’s automated scaling did not react quickly enough, leading to all application servers in the region becoming overwhelmed and failing. This was a failure within Actionstep’s application infrastructure. It was not related to AWS infrastructure, not a cybersecurity event, and not a data breach. Customer data remained secure and intact throughout. ### **Root Cause** * The auto-scaling process was not fast enough to meet the surge in demand. * Server startup times were insufficiently responsive, causing the entire server fleet to become overloaded. * Once servers failed, the system could not recover without manual intervention. ## **Impact** * **Service:** Complete outage of the EU-hosted platform for 3 hours and 30 minutes. * **Users:** All customers in the EU region were unable to access the platform. * **Data:** No data loss, corruption, or compromise occurred. ## **Immediate Actions Taken** * Increased the minimum number of application servers in the EU region. * Introduced manual scaling procedures as an interim safeguard. * Updated monitoring thresholds and alerts to ensure faster detection of scaling issues. ## **Next Steps and Improvements** * **Business Day Warm-Up:** Automatically scaling servers ahead of the UK business day to handle expected demand spikes. * **Startup Time Optimisation:** Improving server startup speeds to prevent scale lag. * **Infrastructure Review:** Evaluating options for enhanced resilience. ## **Summary of Key Points** | **Cause** | Scaling failure within Actionstep’s EU-hosted environment | | --- | --- | | **Data Safety** | No data was lost, corrupted, or compromised | | **Responsibility** | Actionstep infrastructure failure – fully owned by Actionstep | | **Immediate Fixes** | Increased server capacity; improved monitoring; manual safeguards | | **Next Focus** | Resilience improvements, scaling reliability, infrastructure review | ## **Our Commitment** We fully acknowledge the severity of this incident and the disruption it caused. Our teams are prioritising the necessary changes to address the technical weaknesses identified and strengthen the reliability of the platform going forward.

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Started May 15, 2025, 09:52 PM UTC· resolved May 16, 2025, 04:01 AM UTC

1. monitoring May 15, 2025, 09:52 PM UTC

   We are aware that some customers in the Auckland region are currently experiencing difficulties accessing the Actionstep platform. After a thorough investigation, we've determined that these issues are due to widespread outages with local Internet Service Providers (ISPs), not with the Actionstep platform itself. Our systems remain fully operational. We recommend that affected customers contact their ISP or visit their ISP's website for the latest outage information. Customers have reported being able to access Actionstep using a mobile network. We will continue to monitor the situation and provide updates as necessary.

2. resolved May 16, 2025, 04:01 AM UTC

   It has been confirmed that this is an issue with a local Internet Service Provider (One NZ) and not with Actionstep. This incident has since been resolved and users are now able to log in successfully.

3. postmortem Jun 30, 2025, 03:36 PM UTC

   **Post-Incident Summary – NZ Connectivity Issue \(May 16, 2025\)** **Status:** Resolved **Summary:** On May 16, 2025, some customers in the Auckland region experienced issues accessing the Actionstep platform. After investigation, it was confirmed that the disruption was caused by a widespread outage with a local Internet Service Provider \(One NZ\) and not with the Actionstep platform. **Impact:** * Customers in New Zealand \(primarily Auckland\) were unable to access Actionstep via affected ISPs. * Service remained accessible via mobile networks or unaffected ISPs. **Resolution:** The ISP outage was resolved, and users were able to log in successfully. Actionstep systems remained fully operational throughout the incident. **Next Steps:** No Actionstep system changes were required. Customers are encouraged to contact their ISP for any future connectivity issues of this nature.

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Started Apr 22, 2025, 09:38 AM UTC· resolved Apr 22, 2025, 11:28 AM UTC

1. investigating Apr 22, 2025, 09:38 AM UTC

   Our team are aware of a performance issue that is resulting in slowness and delays when using particular aspects of the Actionstep system. Specifically, these performance issues are affecting on eu-west-1.actionstep.com. Our team is investigating this as a priority and will work to restore the system to normal operations urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. investigating Apr 22, 2025, 10:01 AM UTC

   We are continuing to investigate this issue.

3. investigating Apr 22, 2025, 11:11 AM UTC

   We are continuing to investigate this issue. We thank you for your patience and apologise for the inconvenience.

4. monitoring Apr 22, 2025, 11:22 AM UTC

   We wanted to provide an update on the outage affecting the Actionstep system, which was communicated earlier. Our team have identified the root cause of the problem and are preparing a fix to be released that will return the system to normal operations. We will provide more information once we have a release time and further information as required. Regards, Actionstep Support Team

5. resolved Apr 22, 2025, 11:28 AM UTC

   We are communicating to provide further information on the outage that affected the Actionstep platform on 22/04/2025 and confirm that the issue is now resolved. This outage started at 10 AM (GMT) and prevented user access to the system—some customers who managed to log in experienced error messages and periods of instability and slowness. It is important to confirm that no data was lost and that the issue is only related to platform performance. Our team investigated the issue as the sole priority and released an urgent fix at 12:25 PM. This fix restored platform access and brought system performance back to normal levels. The Actionstep team appreciates the impact this outage may have had on your business and reiterates our commitment to improving the experience of all customers who use the platform. We have identified the root cause of the issue and implemented steps to prevent it from occurring again. Regards, Actionstep Support Team

6. postmortem Apr 23, 2025, 09:18 AM UTC

   ## Post-Incident Review: Invoice Payments List Performance Degradation **Date of Incident:** Tuesday, April 22, 2025 **What Happened?** During our routine software release on Tuesday, an update to the invoice payments list introduced performance degradation, causing slower query execution. This, combined with a high volume of users accessing the invoice payments list \(which also functions as a report\), led to server overload and timeouts. The root cause was a surge in long-running queries. While individually these queries might have been manageable under normal load, the increased latency from the update triggered numerous user retries. This resulted in the simultaneous execution of many resource-intensive queries, creating a significant backlog and further compounding the performance issues into a negative feedback loop of retries and slowdowns. **What We Did:** To address the immediate impact and restore service stability, we took the following actions: * **Resource Scaling:** We doubled the available resources on the affected server, allowing the backlog to clear and restoring normal performance. * **Release Rollback:** We rolled back the Tuesday release to the previous stable version, immediately removing the problematic code changes. **What We Are Doing to Prevent Recurrence:** To prevent similar incidents in the future, we are taking the following steps: * **Server Capacity Management:** We are adding more servers and will migrate users to distribute load and improve overall performance. * **Query Optimization:** We are thoroughly investigating and tuning the slow-running queries powering the invoice payments list to improve efficiency.

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Started Apr 09, 2025, 10:24 AM UTC· resolved Apr 09, 2025, 10:56 AM UTC

1. investigating Apr 09, 2025, 10:24 AM UTC

   Our team are aware of a performance issue that is resulting in slowness and delays when using particular aspects of the Actionstep system. Specifically, these performance issues are affecting customers in eu-west-1.actionstep. Our team is investigating this as a priority and will work to restore the system to normal operations urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. resolved Apr 09, 2025, 10:56 AM UTC

   We are communicating to provide further information on the performance issues that affected the Actionstep platform on 09/04/2025 and confirm that the issue is now resolved. This performance issues lasted from 10:45 am GMT to 11:38 am GMT, and customers using the system during this time experienced periods of instability and slowness. It is important to confirm that no data was lost, and the issue related to platform performance only. Our team investigated the issue as the sole priority during the day and released an urgent fix at 11:38 am GMT which restored system performance back to normal levels. The Actionstep team appreciate the impact that this issue may have had on your business, and we want to reiterate our commitment to improving the experience of all customers who use the platform. We have identified the root cause of the issue and implemented steps to prevent it from occurring again in future. Regards, Actionstep Support Team

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Started Mar 26, 2025, 10:51 PM UTC· resolved Mar 26, 2025, 10:51 PM UTC

1. resolved Mar 26, 2025, 11:29 PM UTC

   We are communicating to provide information on the outage that affected Actionstep Customers on 27/03/2025 and confirm that the issue is now resolved. This outage started at 8:51 AM (AEST) and prevented user access to the system. Some customers who managed to log in experienced error messages It is important to confirm that no data was lost and the issue was related to platform performance only. Our team investigated the issue as its sole priority and, once reported, released an urgent fix at 9:09 AM (AEST). This fix restored platform access and brought system performance back to normal levels. The Actionstep team appreciates this outage's impact on your business and reiterates our commitment to improving the experience of all customers who use the platform. We have identified the root cause of the issue and implemented steps to prevent it from occurring again. Regards, Actionstep Support Team

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