Resolved after 3 hours 16 minutes, affecting us.nexl.cloud and eu.nexl.cloud & 360.nexl.io and 1 more, on August 28, 2025.
The issue has been fully resolved. Root cause analysis shows the problem was introduced during the most recent deployment, which included a change to a database view for an upcoming feature. This change caused one of our queries (triggered when loading contact lists) to put excessive load on the database server. As a result, users experienced performance degradation and timeouts. We have deployed a fix, and all systems are now stable and fully operational.
Affected components
Update timeline
- identified Aug 28, 2025, 07:31 PM UTC
We have identified an issue with our US and EU infrastructure, causing users to experience slow page loads and server timeouts on some pages. Our team is aware of the issues and has been working on a resolution.
- resolved Aug 28, 2025, 10:47 PM UTC
The issue has been fully resolved. Root cause analysis shows the problem was introduced during the most recent deployment, which included a change to a database view for an upcoming feature. This change caused one of our queries (triggered when loading contact lists) to put excessive load on the database server. As a result, users experienced performance degradation and timeouts. We have deployed a fix, and all systems are now stable and fully operational.
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