Intermittent Service Disruption for a subset of customers / ANZ Region / All Releases

Incident Report for TechnologyOne

Postmortem

Issue Summary:

On Tuesday, September 30, 2025, a subset of customers in the ANZ Region experienced sub-optimal performance and connection errors in Ci Anywhere / Ci.

Root Cause:

The degradation was caused by an upstream server going offline due to high resource usage.

Corrective Action:

Affected customers were migrated to alternative infrastructure to restore the service and the upstream provider fixed the impaired server

Preventive Measure:

As part of our ongoing resilience program, there is a focus to optimise resource efficiency.

Posted Oct 13, 2025 - 16:05 AEST

Resolved

After an hour monitoring this incident is now resolved.

We will perform a post incident review to identify underlying cause, and preventive action to avoid a repeat in the future and post here on completion.

We apologise for how you and your business may have been affected by this incident.

Posted Sep 30, 2025 - 19:05 AEST

Monitoring

Our team has verified the implementation of a fix is complete for ANZ Region / All Releases.

We will monitor the logs for the next 1 hour to ensure no further customers are impacted.

Posted Sep 30, 2025 - 17:59 AEST

Identified

Our team has identified a fix which is being implemented now for ANZ Region / All Releases.

This impacted non-production environments predominantly, with various errors observed such as 503 and service unavailable messages.

Posted Sep 30, 2025 - 17:10 AEST

Investigating

We are investigating an issue impacting service for ANZ Region / All Releases.

A subset of customers in ANZ Region for All Releases are experiencing intermittent login issue

Due to the investigation, the next update will be provided in 60 minutes, or sooner if new information becomes available.

Posted Sep 30, 2025 - 16:36 AEST

This incident affected: Software as a Service - Australia & New Zealand (Ci in the Cloud, Ci Anywhere).