Resolved after 10 hours 34 minutes, affecting Help & Support and Pagero Online and 1 more, on September 16, 2026.
The issue has now been resolved, and services are available and working as normal. The external service provider has confirmed that instance stability and performance have returned to expected levels and the incident has been declared resolved. The external service provider is conducting a thorough investigation to identify the technical trigger and underlying cause, as well as preventive actions to help avoid a recurrence. We will share further information about the cause of the issue as it becomes available. We apologise for any inconvenience this might have caused.
Affected components
Update timeline
- investigating Sep 16, 2026, 09:49 AM UTC
Dear Customers We are suffering some interruptions in the system that allows you to communicate with us via Chat and Email. While the issue does not prevent the communication, it can make it longer for us to respond. We apologize for any inconvenience this may cause and appreciate your patience. We will update this notice once the issue has been resolved.
- identified Sep 16, 2026, 01:29 PM UTC
We have identified the cause of the current slowness in our Support case handling as a global disruption at our external service provider, Salesforce, confirmed on their own status page. Chat and phone support remain available, and cases submitted are being received as normal. However, processing of cases is currently slower than usual due to this disruption. We are monitoring the situation and will post an update as soon as Salesforce resolves the issue, or with further information. We apologize for any inconvenience.
- identified Sep 16, 2026, 03:55 PM UTC
The slowness as a global disruption in our Support case handling system at our external service provider still persists. Chat and phone support remain available, and cases submitted are being received as normal. However, processing of cases is currently slower than usual due to this disruption. We are still monitoring the situation and will post an update as soon as our vendor resolves the issue, or with further information.
- investigating Sep 16, 2026, 08:23 PM UTC
The issue has now been resolved, and services are available and working as normal. The external service provider has confirmed that instance stability and performance have returned to expected levels and the incident has been declared resolved. The external service provider is conducting a thorough investigation to identify the technical trigger and underlying cause, as well as preventive actions to help avoid a recurrence. We will share further information about the cause of the issue as it becomes available. We apologise for any inconvenience this might have caused.
- resolved Sep 16, 2026, 08:24 PM UTC
This incident has been resolved.
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