This incident was caused by a configuration inconsistency that temporarily downgraded user permissions to viewer level. The issue has now been corrected across all regions, and users have their expected access levels restored. Thank you for your patience while we worked to restore normal service.

We have identified the root cause and have released a fix to ensure that the service degradation will not occur again.

AWS has now fully recovered its systems and trigger queues in our US region are now fully operational. All Relevance systems have now fully recovered.

See https://health.aws.amazon.com/health/status for AWS's full timeline of the incident and mitigation efforts.

OpenAI have made a configuration change that now allows attachments to work in the EU region.

Incident Report: US Database Cluster Outage

Summary

At approximately 04:10 AEST on 1st of October 2025, Relevance experienced a platform outage when our US database cluster entered a failure state. While the cluster appeared online, it was unable to process operations correctly, which caused the global API to become unavailable by 04:30 AEST.

On-call team was automatically paged. They began investigating and identified the issue was in our database infrastructure rather than our ...

Incident Report: Feature Flag Provider Outage

Summary

At ~17:00 UTC, our feature flag provider experienced an outage that led to elevated errors and slower response times in their API. Our caching system initially mitigated the impact, but as the outage worsened, cached values began to expire, resulting in elevated latency and slowness across our platform. Normal service was restored by ~18:40 UTC.

Timeline (UTC)

• 17:00 – Feature flag provider outage begins, causin...