On Tuesday the 29th of June 2021 at 9:22 am CEST / 3:22 am EST we received internal alerts that our homepage was not accessible. At the same time, a few users started to report problems accessing via the login page. Users who did not have a verified login token could not get a new one, and were therefore not able to access their Dixa platform. For a user to have an unverified/expired token, they either need to have logged out manually from the system or not have accessed their Dixa platform within 7 days. This limited the impact of the incident. 

After investigation, the root cause was found to be an earlier scheduled maintenance of updating to a new data cluster. This move was imminent to be able to scale and provide new functionalities to the platform. 

The issue was resolved 20 minutes later at 9:42 am CEST / 3:42 am EST. 

We performed a Root Cause Analysis of this incident and are implementing solutions in order to prevent such instances from happening in the future. We sincerely apologise for any inconvenience that this may have caused.