Dixa Incident History

### **Post-Mortem: Advanced Insight & Miuros Degraded Performance** **Date of Incident:** July 28, 2026 **Duration:** 12:47 PM – 1:15 PM CEST \(28 minutes\) **Severity:** Medium — degraded performance, partial access issues #### **Summary** On July 28, 2026, at 12:47 PM CEST, users began experiencing degraded performance and intermittent difficulty accessing Advanced Insight & Miuros. Our team identified the issue and began investigating shortly after it was detected. A fix was implemented, and full service was confirmed restored by 1:15 PM CEST. #### **Impact** Between 12:47 PM and 1:15 PM CEST, some users experienced slow load times or were unable to reliably access Advanced Insight & Miuros. No data loss occurred, and access was fully restored once the fix was deployed. #### **Root Cause** The degraded performance was traced to a change introduced during a recent deployment to the Advanced Insight & Miuros environment, which had an unintended impact on service performance. Once flagged, our engineering team investigated the affected components and implemented a corrective fix to restore normal performance. #### **Resolution** Upon detecting the issue at 12:47 PM CEST, our team began investigating the affected services. The root cause was traced to the recent deployment, and a fix was rolled out, resolving the degraded performance. Full functionality was confirmed at 1:15 PM CEST. #### **Preventive Measures** To help prevent similar incidents going forward, we are: * Strengthening pre-deployment validation and performance testing for Advanced Insight & Miuros * Improving monitoring and alerting thresholds to detect performance degradation earlier * Refining our rollback process to reduce time-to-resolution for similar issues #### **Closing Note** We understand how important reliable access to Advanced Insight & Miuros is to your workflows. We apologize for any inconvenience caused during this period and are committed to strengthening the resilience of this service.

All known issues with this incident have been resolved. We thank you for your patience and cooperation.

We are experiencing some difficulties with Advanced Insight & Miuros. We are investigating the matter. Next update at 13:30 CEST

### **Post-Mortem: Conversation Handling & Login Service Disruption** **Date of Incident:** July 28, 2026 **Duration:** 8:53 AM – 9:03 AM CEST \(10 minutes\) **Severity:** High — partial service disruption #### **Summary** On July 28, 2026, at 8:53 AM CEST, Dixa experienced a service disruption affecting conversation handling and user login functionality. The issue was identified quickly by our engineering team, a fix was deployed at 9:03 AM CEST, and full functionality was restored within 10 minutes of the initial impact. #### **Impact** Users may have experienced difficulty logging into Dixa or handling conversations during the affected window. No data loss occurred, and all systems returned to normal operation by 9:03 AM CEST. #### **Root Cause** The disruption was traced to a change introduced during a routine deployment to our production environment, which had an unintended effect on the services responsible for conversation handling and authentication. Our monitoring systems flagged the anomaly shortly after it occurred, allowing our engineering team to identify and roll back the change quickly. #### **Resolution** Engineers on-call were alerted immediately once the anomaly was detected. The team traced the issue to the recent deployment and deployed a corrective fix at 9:03 AM CEST, which resolved the disruption. #### **Preventive Measures** To reduce the likelihood of similar incidents going forward, we are: * Strengthening our pre-deployment validation checks to catch this class of issue before it reaches production * Improving automated rollback triggers so similar anomalies are reverted even faster * Enhancing monitoring coverage on conversation handling and authentication services specifically #### **Closing Note** We know reliability is critical to how you run your business, and we take incidents like this seriously. We apologize for any inconvenience this may have caused and remain committed to continuously improving the resilience of our platform.

At 8:53 AM CEST on 28/07/2026, our services for converastion handling and logging into Dixa were not fully functioning. Our engineers were immediately notified of the issue and started working on identifying the root cause. At 9:03 AM CEST, a fix for this issue was deployed, and the affected services were again fully functioning. We have 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 apologize for any inconvenience that this may have caused.