Degraded performance in Sympa

Incident Report for Sympa

Postmortem

What happened?

Customers experienced a period of degraded performance. During this time, some actions, including saving employee data and processing approvals, were slow or intermittently unavailable.

Why it happened?

The incident was caused by an internal processing issue that affected the system’s ability to handle requests reliably during the affected period. As a result, some customer-facing actions were delayed or did not complete as expected.

What we are doing to prevent this in the future:

Improved Alerting: We are improving automated monitoring and alerting so our on-call engineers are notified earlier when similar error patterns begin to appear. This will help us investigate and respond before customers are significantly impacted.
Resilience Improvements: We are improving how the affected areas of the platform handle increased load and temporary internal failures, reducing the likelihood of similar degradation in the future.
Development follow-up: High-priority work items have been created for our development teams to improve the affected services and strengthen recovery handling for similar situations.

Posted Jun 02, 2026 - 23:03 EEST

Resolved

Dear Customer,

Service performance has now been restored, and the incident is resolved.

We are continuing our internal investigation to confirm the root cause of the issue. We will share further information once the investigation has been completed.

We apologize for the disruption and thank you for your patience.

Your Sympa Team

Posted Apr 29, 2026 - 18:21 EEST

Update

Dear Customer,

We have taken mitigation actions to reduce the impact of the ongoing issues, including increasing capacity in the affected parts of the Sympa service. Based on our current observations, this appears to be helping to improve the situation with Sympa.

Our investigation is still ongoing, and we are continuing to assess the full scope of the issue and whether there are additional related impacts.

We will share another update as soon as more information becomes available.

We apologize for the continued disruption and appreciate your patience.

Your Sympa Team

Posted Apr 29, 2026 - 15:57 EEST

Investigating

At the moment, the issue appears to impact at least Data Cards, including for example adding new employees, as well as approval-related functionality.

Our team is actively investigating the situation to confirm the full scope and root cause. We will share more information as soon as it becomes available.

We apologize for the disruption and will provide an update as soon as possible.

Your Sympa Team

Posted Apr 29, 2026 - 12:41 EEST

This incident affected: System availability.