Degraded performance

Incident Report for Dixa

Postmortem

Summary

On the 18th of November 2025 at 12:55 PM CET we received reports of Dixa Knowledge help centers not being available due to a Cloudflare error. At roughly the same time, we were made aware internally that we were receiving a lot of errors on AI-related functionality from one of our upstream sub-processors handling AI requests.‌

Root cause

The incident originated from a major Cloudflare service disruption (https://www.cloudflarestatus.com/incidents/8gmgl950y3h7)) caused by a configuration file used for Cloudflare’s Bot Management system. The file was auto-generated and due to a bug became too large, subsequently crashing Cloudflare services and causing major disruption across the globe.

Dixa is using Cloudflare solely for the purpose of serving Dixa Knowledge's Knowledge Bases. Cloudflare helps us handle verification of custom host names and generating certificates for these custom host names, as well as protect the knowledge bases from malicious third parties.

We quickly learned that one of our upstream sub-processors for AI-related features also uses Cloudflare for similar reasons, therefore also breaking AI Co-Pilot, Mim, Intent Detection and other AI-powered features inside Dixa.

Timeline

At 12:55 pm CET: We started observing increased errors on services handling AI-related features inside Dixa and received the first report about Dixa Knowledge KBs being inaccessible. We triggered our internal incident process and communicated here at 12:59 PM CET.

At 1:06 pm CET: The full impact on Dixa services started to become clear, and we were confident only AI-related features and Knowledge Bases were affected.

For the next hour and a half, we monitored the situation closely and saw alternating service recovery and disruption on the before-mentioned services while Cloudflare was recovering.

At 2:49 pm CET: We were made aware by our AI sub-processor that they saw slight improvements in connectivity.

At 3:46 pm CET: The impacted systems have fully recovered. The incident status was moved to Monitoring.

At 5.43 pm CET: We changed the incident on our status page from 'Monitoring' to 'Resolved' as no further problems have been reported nor detected.

At 6:44 pm CET: Cloudflare confirmed that the incident is fully resolved on their end.

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We sincerely apologize for the inconvenience this has caused.

Posted Nov 20, 2025 - 09:23 CET

Resolved

Although Cloudflare is still reporting problems, we are confident that the issues impacting Dixa services have been resolved.

Dixa Knowledge Bases and AI-powered features have been fully operational as of 15:45 CET (14:45 UTC).

A post-mortem will be posted within 5 days.

Posted Nov 18, 2025 - 16:43 CET

Update

The issues at Cloudflare appear to have been fully resolved.

As a result, all related impact on Dixa services has also been mitigated. Dixa Knowledge and AI-powered features such as Co-Pilot, Mim, Intent detection and smart replies are now operating normally again.

We will continue to monitor performance closely, but no further disruption is expected.

Our sincere apologies for any inconvenience this may have caused.

Posted Nov 18, 2025 - 15:47 CET

Monitoring

Posted Nov 18, 2025 - 15:46 CET

Update

Our AI sub-processor reports seeing a small number of requests being processed successfully with the majority still failing while Cloudflare continues to work on restoring their services.

We continue to monitor both our AI provider as well as Cloudflare for any changes, and will update you here when there is more information to share.

Thank you for your patience and our apologies once again for the disruptions you may be experiencing today.

Posted Nov 18, 2025 - 14:49 CET

Update

We are continuing to monitor service disruptions affecting our AI-related features due to ongoing issues with Cloudflare infrastructure.

We have observed intermittent improvements in service availability and Dixa Knowledge KBs appear to be mostly working as of right now, though KB visitors may still experience intermittent issues.

Cloudflare provides critical internet infrastructure for thousands of services worldwide. When they experience issues, it may have a serious impact on services that depend on their infrastructure.

Our team is closely monitoring the situation alongside both Cloudflare and our AI subprocessor as they work toward resolution.

We apologize for any inconvenience and will continue to provide updates as the situation develops.

Posted Nov 18, 2025 - 14:02 CET

Update

We've identified that the problems are caused by an outage at a third party, Cloudflare.

Dixa only uses Cloudflare for Dixa Knowledge and is therefore largely unaffected. However, some of our sub-processors may also use Cloudflare for some or all of their services.

Currently, we've identified that our AI-powered features are not, or only partially, working. Dixa Knowledge Help Centers may also be throwing intermittent errors.

We will keep you informed of any changes in the situation.

Posted Nov 18, 2025 - 13:44 CET

Update

We are seeing signs of improvement, and services are slowly recovering. Dixa Knowledge help centers appear to be intermittently available again.

The outage is related to an ongoing issue with a third-party provider (Cloudflare). We will continue to monitor the situation and provide updates as full service is restored.

We will update you again in 30 minutes.

Posted Nov 18, 2025 - 13:31 CET

Identified

We've identified that the problems are caused by an outage at a third party, Cloudflare.

Dixa only uses Cloudflare for Dixa Knowledge and is therefore largely unaffected. However, some of our sub-processors may also use Cloudflare for some or all of their services.

Currently, we've identified that our AI-powered features are not, or only partially, working.

We will keep you informed of any changes in the situation.

Next update in half an hour.

Posted Nov 18, 2025 - 13:06 CET

Investigating

We are experiencing some difficulties with Dixa Knowledge an AI Co-Pilot functionality. We are investigating the matter.

Next update at 12.15 PM UTC

Posted Nov 18, 2025 - 12:59 CET

This incident affected: AI Features (AI Copilot, Mim AI agent, Intent detection, Smart Replies) and Dixa Knowledge (Knowledge Bases).