Piano Software Incident History

1. postmortemOct 30 · 11:12 UTC

   Incident explanation

   • Due to inconsistencies in our delivery process, two services with incompatible versions were deployed to production during a full redelivery of all services, aimed at quickly resolving a security vulnerability
   • These services are part of our data ingestion pipeline, which became blocked. As all consolidation and aggregation jobs depend on this step, they could not be computed, delaying data availability.

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   Action performed

   • Both services were rolled back to their last stable versions, which unblocked the process.

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   Actions to come

   • Strengthen validation of this part of the pipeline during deliveries.
     Set up an on-call rotation for the D-1 data feed (details to be defined).

Reported by Piano Software on their status page.

1. postmortemOct 22 · 07:58 UTC

   Incident explanation:

   • Snowflake outage affecting multiple core Snowflake services and features. (AWS - Europe (Ireland))
   • Many of Snowflake's services were unavailable, which affected part of the data processing chain, certain types of exports, and the analytics API.
   • Incident Report : https://status.snowflake.com/incidents/bfh045zclk5k

   Actions performed:

   • Monitoring the situation while awaiting the fix from Snowflake, along with several actions on our end aimed at resolving issues caused by this incident (fixing data processing delays on our end, fixing delays in certain exports, etc.).

Reported by Piano Software on their status page.

1. resolvedOct 21 · 18:00 UTC

   Between approximately 18:00 UTC and 20:21 UTC on October 21, 2026, some users were unable to log in to the Piano ESP dashboard, as the login page was timing out. Some new newsletter sign-ups may also not have been recorded during this time. The issue was caused by a disruption at an external service provider. A fix has been deployed and the ESP dashboard is now operating normally. We apologize for the inconvenience.

Reported by Piano Software on their status page.

1. resolvedOct 16 · 07:00 UTC

   Between approximately 06:54 and 15:51 UTC on October 16, posts sent to LinkedIn through SocialFlow failed to publish, and collection of LinkedIn post statistics was also affected. The issue was caused by a change on LinkedIn's side and has been resolved. Publishing and statistics collection have worked normally since 15:51 UTC. Posts that failed during this window were not retried automatically and will need to be rescheduled. No reauthentication of LinkedIn pages is required.

Reported by Piano Software on their status page.

1. postmortemOct 12 · 08:33 UTC

   Root cause: An internal component responsible for retrieving content from client feeds stopped processing on October 10 and was not automatically restarted. This reduced the amount of content reaching the publishing system, and automated posts to connected social networks were delayed or not published. Posts scheduled directly by users were not affected.

   Resolution: The component was restarted on October 12 at 07:20 UTC, and publishing returned to normal. Content that had been queued was published shortly afterwards.

   Next steps: We are improving our monitoring and automated recovery so that this type of issue is detected and resolved faster. We apologize for the disruption.

Reported by Piano Software on their status page.

1. ResolvedOct 12 · 08:15 UTC

   This incident has been resolved. Automated publishing in SocialFlow is working normally again, and new content from feeds is appearing in publishing queues and being posted to connected social networks. We apologize for any inconvenience caused.

Reported by Piano Software on their status page.