Jama IT Dashboard

Tenant Logs and Group Memberships Impacted on US-5 Public Cloud

We have applied the mitigation and are monitoring the recovery.

We are providing an update on the ongoing service disruption. The Middle East (UAE) Region (ME-CENTRAL-1) has suffered damage as a result of the conflict in the Middle East and is currently unable to reliably support customer applications. While some workloads continue to function normally, we strongly recommend customers migrate all accessible resources to other Regions and restore inaccessible resources from remote backups as soon as possible. Relevant billing operations are currently suspended while we restore normal operations in this AWS Region. This process is expected to take several months.

**Investigating** We are currently investigating an issue affecting OCR Processing Some customers may experience service unavailability, or slower OCR processing times. Our engineering team is actively investigating the issue and working to restore normal service as quickly as possible. We will provide the next update within 60 minutes, or sooner if additional information becomes available. Thank you for your patience and understanding. Mitigated The issue affecting access to Nexonia has been mitigated, and service has been restored. Between 13:35 UTC and 14:17 UTC, customers were unable to access their Nexonia accounts due to the Nexonia Sign-in page failing to load and returning 504 Gateway Timeout errors. During this period, both the nexonia-na1 and nexonia-na2 services experienced degraded performance, preventing users from successfully authenticating. The incident affected all customers attempting to sign in through the Nexonia Sign-in page and resulted in approximately 42 minutes of service unavailability for authentication-related access. Our team implemented mitigation measures and restored normal service at 14:17 UTC. We are continuing to monitor the environment to ensure stability and are conducting post-incident review activities to determine the underlying cause and identify any additional preventative actions. We apologize for the disruption and appreciate your patience while we worked to resolve the issue. Service has returned to normal operating levels, and we are continuing to monitor the system to ensure stability. We appreciate your patience and understanding while we worked to resolve this matter.

We identified an intermittent issue preventing customers in the USA from reporting transactions. All other product functionalities was performing as expected. Customers were being presented with an error message: "Synchronous Smart Event execution was unsuccessful." Customer reports transactions were succeeding only after multiple retries. The service is performing as expected. Avoiding a reoccurrence is our priority as we closely monitor the service.

The monitor is down in the following regions: us-east and us-west