Issue Discovered - Service disruption in European Region - Multiple Services

Update timeline

1. investigating Oct 20, 2026, 06:24 AM UTC

   xMatters monitoring tools have identified a potential issue with xMatters On-Demand for some clients located in the Europe region. We are currently investigating the issue and will update as information becomes available. Please see incident details for specific services impacted. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

2. identified Oct 20, 2026, 06:31 AM UTC

   The xMatters Incident Response team has identified the source of the issue and is working on a fix. We will update once a solution has been identified and implemented.

3. monitoring Oct 20, 2026, 06:36 AM UTC

   The xMatters Incident Response team has deployed a fix for the issue. We are currently monitoring the situation to ensure the implementation is stable and that all services are restored.

4. resolved Oct 20, 2026, 10:27 PM UTC

   The issue has been addressed, and all services have been restored. Thank you for your patience while we addressed this matter.

5. postmortem Oct 24, 2026, 12:21 AM UTC

   **What happened?** On October 19, 2026, xMatters internal monitoring tools detected service degradation at 10:03 PM Pacific. Shortly after, some customers reported experiencing problems accessing xMatters or using integration and notification services. **Why did it happen?** Google Cloud experienced an outage affecting its EU-West-2 region. This disrupted xMatters services in the affected region. **How did we respond?** xMatters Support, Engineering, and Operations teams initiated the Major Incident Management process and mitigated the impact of the outage by failing affected systems over to another region. Services became available as systems transitioned. xMatters remained in Monitoring and verified service stability while Google continued recovery work in its affected region. **What are we doing to prevent it from happening again?** xMatters is designed with regional resiliency to mitigate the impact of infrastructure provider outages. During this incident, those resiliency measures operated as intended and enabled affected services to be transitioned to another region. Engineering and Operations are reviewing the incident resolution response to identify opportunities to further streamline recovery procedures and reduce recovery time during similar events.