Phrase incident
Performance Disruption of All Phrase TMS (EU) Components between October 10, 2025, 12:16 PM CEST and 12:26 PM CEST
Resolved after 17 minutes, on October 10, 2025.
# **Root Cause Analysis** October 10, 2025 ### **Introduction** We would like to share more details about the events that occurred with Phrase between 12:17 PM CEST and 12:26 PM CEST on October 10, 2025, which led to a performance disruption of all Phrase TMS \(EU\) components and what Phrase engineers are doing to prevent these issues from reoccurring. ### **Timeline** 12:16 PM CEST: Platform & Engineering team was alerted by the monitoring system 12:18 PM CEST: The Tech Support team was alerted to an issue affecting access to Phrase TMS \(EU\). 12:26 PM CEST: Platform engineers restarted unresponsive database nodes and increased instance size ### **Root Cause** For a few minutes, the _Custom Metadata Service_ experienced a temporary overload due to a sudden increase in load. This caused the service to become inaccessible. Because the TMS UI was incorrectly dependent on this internal service, customers using _Custom Metadata_ were unable to access the TMS during this period. Service was restored once the system load normalized. ### **Actions to Prevent Recurrence** * Updated the UI API endpoint to remove the dependency on the Custom Metadata Service. TMS will now remain accessible, with only Custom Metadata functionality limited during similar conditions. * Increased the database node instance size to better handle sudden spikes in resource utilization and prevent similar overloads.
Update timeline
- resolved Oct 13, 2025, 08:12 AM UTC
Between 12:17 and 12:40 PM CEST on October 10, 2025, some users were unable to access Phrase TMS (EU). Service availability returned to normal by 12:40 PM CEST. No further impact has been observed since.
- postmortem Nov 05, 2025, 08:14 AM UTC
# **Root Cause Analysis** October 10, 2025 ### **Introduction** We would like to share more details about the events that occurred with Phrase between 12:17 PM CEST and 12:26 PM CEST on October 10, 2025, which led to a performance disruption of all Phrase TMS \(EU\) components and what Phrase engineers are doing to prevent these issues from reoccurring. ### **Timeline** 12:16 PM CEST: Platform & Engineering team was alerted by the monitoring system 12:18 PM CEST: The Tech Support team was alerted to an issue affecting access to Phrase TMS \(EU\). 12:26 PM CEST: Platform engineers restarted unresponsive database nodes and increased instance size ### **Root Cause** For a few minutes, the _Custom Metadata Service_ experienced a temporary overload due to a sudden increase in load. This caused the service to become inaccessible. Because the TMS UI was incorrectly dependent on this internal service, customers using _Custom Metadata_ were unable to access the TMS during this period. Service was restored once the system load normalized. ### **Actions to Prevent Recurrence** * Updated the UI API endpoint to remove the dependency on the Custom Metadata Service. TMS will now remain accessible, with only Custom Metadata functionality limited during similar conditions. * Increased the database node instance size to better handle sudden spikes in resource utilization and prevent similar overloads.
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