Is Sympa HR down?

Dear Customers, We are currently experiencing an issue that may cause delays when viewing employee information or updating employee details. Some customers may also notice that changes to employee information take longer than usual to appear in features such as People Chart, FTE reports and Employment module. Our team is working to restore normal performance. We will provide the next update by 12:00 EEST, or sooner if there is significant progress. We apologize for the disruption and appreciate your patience. Your Sympa Team

Dear Customers, We continue to experience slower than normal performance affecting employee information and updates in features such as People Chart, FTE reports and Employment Module. Our team is continuing to monitor the situation and work towards restoring normal performance. We will provide another update by 15.00 EEST, or sooner if there is significant progress. We apologize for the continued disruption and appreciate your patience. Your Sympa Team

Dear Customers, We continue to experience slower than normal performance affecting updates to employee information in People Chart, FTE reports and the Employment module. Our team has taken steps to address the issue and continues to closely monitor the situation. Some customers may still experience delays while we work towards restoring normal performance. We will provide our next update by 19:00 EEST, or sooner if there is significant progress. We apologize for the continued disruption and appreciate your patience. Your Sympa Team

Dear Customer, We continue to experience slower than normal performance affecting updates to employee information in People Chart, FTE reports, and the Employment module. The issue is now also affecting the Pay Transparency feature, where some information may be temporarily unavailable or not reflect the latest updates. Our team continues to work on resolving the issue and restoring normal performance. We will provide our next update by 09:00 EEST on Wednesday, 21 October, or sooner if there is significant progress. We apologize for the continued disruption and appreciate your patience. Your Sympa Team

Dear Customer, We are pleased to inform you that service performance has significantly improved, and the affected features are now operating normally. Our team continues to monitor the situation closely to ensure that services remain stable. Some previously affected information in People Chart and compensation-related features may still require updating. We will provide our next update by 13:00 EEST today, Wednesday, 21 October, or sooner if there are significant changes. We apologize for the disruption and appreciate your patience. Your Sympa Team

Dear Customer, Fixed: The issue causing delays has been fixed, and service performance has returned to normal. New changes to employee information are again appearing in People Chart, FTE reports, the Employment module and Pay Transparency as expected. A small number of changes made during the disruption may not yet be reflected in these features. The underlying employee information is correct and has not been affected. Our technical team is synchronizing these remaining changes. We will provide the next update by 14:00 EEST tomorrow, Thursday, 22 October, or sooner if there is significant progress. We apologize for the disruption and appreciate your patience. Your Sympa Team

Dear Customer, Update: The issue causing the delays was fixed yesterday, and FTE reports, the Employment module and Pay Transparency are now fully up to date. The only remaining effect is in People Chart: in few organizations, changes made to employee information during the disruption may not yet appear there. The employee information itself is correct and has not been affected at any point. Only its display in People Chart may be out of date. We are completing the synchronization of these remaining People Chart changes and expect it to be finished by Friday morning, 23 October. We are keeping this incident open until the synchronization is complete so that we can confirm when all information is up to date. We will provide the next update by 10:00 EEST on Friday, 23 October. Your Sympa Team

Dear Customer, The issue affecting employee information updates in People Chart, FTE reports, the Employment module, and Pay Transparency has been fully resolved. Normal service performance has been restored, and previously delayed updates have been synchronized. All affected features are now operating as expected. We apologize for the disruption and appreciate your patience. Your Sympa Team

Dear Customers, We have applied a fix for the eSign issue that began on Friday, September 11 at approximately 11:50 EETS. The main issue was addressed on Monday, September 14 at approximately 08:30 EETS. The issue affected the eSign process as follows: 1. Documents were successfully sent from Sympa to the eSign service. 2. Recipients were able to open and sign the documents in the eSign service. 3. After signing, information about the completed signing did not return to Sympa as expected. As a result, some signed documents remained incomplete in Sympa. Our team is monitoring the fix and handling the affected documents. If your documents were affected, please do not retry or resubmit them at this time. We are handling the affected documents for you, and no action is currently required from you. We will provide another update as soon as our monitoring and review of the affected documents have progressed. We apologize for the disruption and appreciate your patience. Your Sympa Team

Dear Customers, The eSign disruption has been resolved, and the service has been restored to normal operation. New eSign documents are now being processed normally between Sympa and the eSign service. Our team is continuing to identify documents that were affected during the disruption between Friday, September 11 and Monday, September 14. We will correct the statuses of the affected documents as needed. If your document was affected during this period, no action is required from you at this time. Please do not retry or resubmit the document, as our team is handling the affected documents. We apologize for the disruption and appreciate your patience. Your Sympa Team

**What happened** Limited number of customers experienced a delay in the status updates of electronic signing \(e-signing\) documents. Specifically, between September 11 and September 14, document statuses from our e-signing vendors were not correctly reflected within Sympa. Limited number of customers and some documents were affected, primarily involving the e-sign vendor Scrive, with a few instances involving e-sign vendor Verified. **Why it happened** The issue was caused by a service interruption in our internal message processing system. A limit was reached, which prevented the system from receiving or processing new status updates from our e-signing partners. As a result, when vendors attempted to send document updates to Sympa, the information could not be recorded. Documents processing in e-signing partners system were not impacted and document statuses in Sympa side were fixed 21.9. **What we did** * **Immediate Fix:** We improved message processing system, which restored the system's ability to receive updates. * **Data Recovery:** We have identified all affected documents and have coordinated with our e-signing vendors to re-send the missing status updates to ensure all records are accurate. This fixes status of all documents which status was incorrect. This step was completed 21.9. * **Prevention:** We have found a root cause why the message volume increased and are implementing fixes and improving monitoring and automated alerts to prevent storage limits from being reached in the future. * **Communication:** We are directly contacted all the affected customers to provide specific updates regarding their documents. ‌ Your Sympa Team

Dear Customers, We are currently investigating degraded performance affecting the login service. Customers can still log in, but the login process may take significantly longer than usual. Our team is actively investigating the cause and working to restore normal login performance. We apologize for the disruption and appreciate your patience. Your Sympa Team

Dear Customers, We have taken corrective action to address the degraded performance affecting the login service. According to our monitoring, the login service started operating normally at 10:25 EEST. Our team is continuing to monitor the service closely to confirm that performance remains stable. We apologize for the disruption and appreciate your patience. Your Sympa Team

Dear Customers, The login service has continued to operate normally, and our monitoring confirms that performance remains stable. We are therefore closing this incident. We apologize for the disruption and appreciate your patience. Your Sympa Team

**What happened** Between the evening of 30 August and mid-morning on 31 August, some customers experienced slower than normal login times. Logins completed, but response times were degraded during this period. **Why it happened** An internal configuration item was not renewed on schedule, which caused a background processing job to fall behind. Clearing the resulting backlog created a short load spike that extended the degraded performance before service returned to normal. **What we have done** Restored normal processing and cleared the backlog. Automated the renewal of this class of configuration so it no longer depends on a manual step. Added earlier alerting so the condition is detected before it reaches customers. Added pacing to backlog processing so recovery cannot itself degrade performance. **Timeline \(EEST\)** 30 Aug, evening: first signs of degraded background processing 31 Aug, 09:03: corrective change applied 31 Aug, 09:40: background processing resumes 31 Aug, 10:30: login performance back to normal