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Issue Summary - We are currently experiencing an issue that is preventing Digital Docket reports from loading in the Insights module for customers in Australia and New Zealand. Affected users may see error messages or empty data when attempting to access these reports. Current Status - Our engineering team has identified the root cause and is actively working to resolve the issue. We are implementing a fix and expect service to be restored shortly. Workaround - None available at this time. We will provide an update within the next hour or sooner if the issue is resolved. We apologise for any inconvenience this may cause and appreciate your patience while we work to restore full functionality.

This incident has been resolved.

We are observing recovery in message delays to a subset of Australian Phone Numbers. Our partner's Engineers are continuing to work with SMS carrier to resolve the issue. We will provide another update as soon as more information becomes available.

The issue has been identified and a fix is being implemented.

The issue causing message delays to a subset of Australian Phone Numbers has been identified. Customers may continue to experience latency in receiving SMS messages from various mobile networks in Australia. Our SMS partner Engineers are continuing to work with the SMS carrier to resolve the issue. We will provide another update as soon as more information becomes available.

The issue causing message delays to a subset of Australian Phone Numbers has been identified. Customers may experience latency in receiving SMS messages from various mobile networks in Australia. Our service provider's engineers are working with carrier partner to resolve the issue. We will provide another update in 1 hour or as soon as more information becomes available.

This incident has been resolved, and all scheduled reports are running as usual.

We have implemented a fix, and our Insights and Reporting platform is operational. However, due to the incident, all `scheduled reports` will be paused for the next 6–12 hours as our team restores normal operations. We expect `scheduled reports` to be fully operational by the end of the day. We appreciate your patience, and the team will continue to monitor it and provide further updates as needed.

We are currently experiencing an issue impacting all customers using our Insights and Reporting platform. Our team has identified the problem and is actively working on a resolution. We will provide updates as progress is made. We appreciate your patience.

This Insights reporting issue has been solved; the service is operating as usual.

A fix has been implemented, and Insights services have been restored. The team will continue to monitor for any further issues.

We are aware of an Insights reporting issue affecting our users. Insights reports are running slowly and, in some cases, failing to load at all. The team is working on resolving this issue as soon as possible and apologises for the impact it has had on customer operations.

Insight reporting issue has been resolved and reporting services are back to normal operations.

A fix has been implemented, and the team is monitoring the situation.

We are continuing to work on a fix for this issue.

We have identified the issue affecting some users' Insights reports, and our team is actively working to resolve it. If you are experiencing this issue, retrying the report after 10-15 minutes may help resolve it. Thank you for your patience and understanding.

This has been resolved. We will continue to monitor to ensure there are no further issues

A fix for this issue has been implemented. We will continue to monitor this to ensure there are no further issues.

We are currently working on a fix for this issue and expect for it to be available shortly for users.

We are currently investigating the underlying cause of an issue that is resulting in some users being logged out of the Assignar Dashboard when attempting to access a page they do not have permission to view. We will provide an update as soon as possible.

Slowness related to AU Insights Data Analytics reporting has been resolved.

Slowness related to 'Data Analytics' in the Dashboard has been resolved. The team will continue to monitor the service.

We are aware that some Australian customers are experiencing slower-than-usual response times when using 'Data Analytics' in the Dashboard. Our team is actively working on resolving the issue. The issue does not affect the 'Reporting' functionality in the dashboard.

This issue has been resolved. We will continue to monitor performance.

This issue has been resolved. The team will continue to monitor for any issues.

We are currently investigating an issue that is causing some users to be unable to view their custom Insight Reports.

This issue has been resolved. Document merges and custom prints are working as expected for all customers. If you have an issue with previously generated merges still having the 'SAMPLE' watermark, please log a support ticket so the team can help you regenerate them.

We are aware that some customers are experiencing an issue with our 'Document Merge' functionality, where PDFs and documents display a "SAMPLE" watermark across the merged documents and custom prints. The team has identified the issue and is working to resolve it as soon as possible.

This incident has now been resolved. If you have any further issues, please log a ticket with Assignar Support

A fix has been implemented and is being monitored. Affected users will need to close and re-open or refresh their Assignar Mobile application to resolve the issue.

The team has identified an issue affecting the links in allocation SMS's sent to workers using Assignar Mobile App version 8.11.1. The workers can still view their allocations as normal, however the "Team" page is currently not displaying any information for the affected users. Users on other versions are not impacted.

This issue has now been resolved.

This has been resolved. "Data Analytics" services are functioning as expected. The team will continue to monitor the situation.

We have identified an issue which is causing delays in the refresh of data to our "Data Analytics" services within the Assignar Dashboard. There is no impact to the "Reporting" functionality. The data refresh impact is only to the "Data Analytics" services. We are actively working on resolving the issue.

Issues experienced with uploading new custom print and document merge templates have been resolved.

A fix has been implemented and we are monitoring the results.

The issue related to uploading new or updated templates has been identified. The team are working to resolve the issue, and the estimated resolution is due within the next 24 hours. Please note: this issue only affects uploading new or modified templates and does not affect custom print or document merges from existing templates.

We are investigating an issue affecting uploading new custom print templates for forms and dockets within Assignar. Custom print and document merges using existing templates are not affected by this issue.

This issue has now been resolved.

A fix has been implemented, and we will continue to monitor this issue.

The team has identified an issue with the "All Insights" page in our Assignar dashboard. For some users, their Insights report list and favourites do not load, and an error message is displayed - "Looks like you have no reports setup. Click here to get started." If you experience this issue, please try refreshing the page after 2-3 minutes. The team is working to resolve this issue as soon as possible.

This incident has been resolved. All messaging services are working as per usual.

Our service provider has resolved the issue causing the delay or non-delivery of SMS/TEXT messages. We will continue to monitor the service.

Our SMS/TEXT messaging provider is experiencing technical issues delivering some messages. Messages sent from the Assignar platform are being delayed or not delivered to the recipients. Our technical team is in contact with the provider and investigating the issue.

Based on our monitoring, we're now satisfied that this incident is fully resolved.

We have resolved the issue with previously-generated documents showing a SAMPLE watermark. Please re-download and forms or dockets that had a watermark showing.

New printed documents will now not have a SAMPLE watermark. We are working on regenerating documents that were generated while this issue was in progress, which currently still show a SAMPLE watermark.

We are continuing to work on a fix for this issue.

The team has identified the issue with document merges being incorrectly watermarked with "SAMPLE" and working on resolving the issue.

Team has monitored our platform for past hours and all services back to normal and stable. Incident resolved.

All dashboard and mobile app across AU and US regions are back and operating normally now. We continue to monitoring all systems to make sure all services in stable state. Issue is resolved.

We are currently investigating an issue with our platform. Users across US and AU regions are struggling to log into our dashboard and mobile applications.

We are no longer experiencing SMS delivery failures to Australia. This incident has been resolved.

We are observing successful SMS delivery to Australia. We will continue to monitor to ensure full service recovery. We expect to provide another update in 2 hours or as soon as more information becomes available.

We are experiencing SMS delivery failures when sending messages to Australia. Our engineering team is working with our carrier partner to resolve the issue. We expect to provide another update in 1 hour or as soon as more information becomes available.

This incident has been resolved

We have implemented a fix and will continue to monitor as performance returns to normal

We have identified an issue that is causing degraded performance of the Assignar Web App (dashboard) for Australian customers. Engineers are working to implement a fix now.

This incident has been resolved. All services are operational.

A fix has been deployed and production of PDF documents is operational. We will continue to monitor the service.

The issue has been identified, and we are working on resolving it as soon as possible.

We are currently investigating an issue affecting the production of PDF documents for dockets, order summaries and form results for some users.

All services are now back to normal operations. This incident has been resolved.

A fix has been implemented, and successful synchronization of data to the Data Insights services has been restored. We will continue to monitor the situation, and expect all data will be up to date within the next 15-20 minutes. Thank you for your patience while we resolved this issue.

Thank you for being so patient as we continue working with our data sync service provider to resolve the issue. A fix is currently being tested and will be rolled out as soon as possible.

We are continuing to work with our data sync service providers to resolve the issue causing sync delays in our Data Insights service.

We have identified an issue which is causing delays in the refresh of data to our "Data Analytics" services within the Assignar Dashboard. There is no impact to the "Reporting" functionality. The data refresh impact is only to the "Data Analytics" services. We are actively working on resolving the issue.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and we are working with our hosting partner. We currently do not have an ETA.

We are continuing to investigate this issue.

We are currently investigating this issue.

All services are now back to normal operations. This incident has been resolved.

A fix has been implemented, application responses should be back to normal. We will continue to monitoring the application performance.

Some users may experience slower than usual responses in the web portal and mobile application. The issue has been identified and in the process of being remediated.

This incident has been resolved. Insights data refreshes are back to normal.

Data updates have returned to a regular update cadence for all customers, and we will continue to monitor it.

We are aware that customers are experiencing delays to data updates in our Insights module within the Web App. Please be aware that your reports and dashboards in Insights may be out of sync. Our data platform provider has experienced an outage impacting our ability to refresh your data in our Insights module. We are monitoring the situation and will provide updates as soon as possible.

This incident has been resolved

We have implemented a fix and are monitoring the results

We are investigating an issue where some users are seeing intermittent errors and timeouts when using the web app.

A fix has been released to all customers. The incident is resolved now.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

We have identified an incident which is currently impacting dashboard and mobile app. We are working on the fix to resolve the issue and will update again once the fix is released.

This incident has been resolved, and data is successfully syncing to your reports and dashboards in Insights.

Data updates have returned to a regular update cadence for all customers, and we will continue to monitor it. Apologies for any disruptions caused by delayed data updates in our Insights module.

We are aware that some customers are still experiencing delays to data updates in our Insights module within the Web App. Please be aware that your reports and dashboards in Insights may be out of sync. The team is working with our data platform provider and monitoring data sync operations to reduce the impact on our users.

This incident has been resolved, and data is successfully syncing to your reports and dashboards in Insights. Thank you for your patience while we resolved this issue.

Data updates in our Insights module have returned to a regular update cadence. We will continue to monitor the Insight services.

We have identified and are working to resolve an issue affecting some customers, causing delays to data updates in our Insights module within the Web App. Please be aware that your reports and dashboards in Insights may be out of sync. We are working with the 3rd party provider to resolve the issue as soon as possible.

We have identified and resolved the issue. The web portal is now operational. We will continue to monitor.

We are currently investigating this issue.

All test results on production are positive in a good way. New release has resolved the issue on prod. Incident is closed now

A fix is deploying into production at the moment. Teams will carry out tests once deployment completes. Update will be provided in the next half an hour for the test results

The issue appears only impact uploading files with size of 60kb and up. Smaller files under 60kb are still ok to be uploaded. Engineer teams are working on identifying the impacted area from earlier release. Potential solution should be updated in the next hour.

We are having incident that prevents customers from uploading documents/competencies in web app. This appears only impact dashboard users. Engineer teams are investigating the issue. Will update again once we have progress

This incident has been resolved and service is fully restored

Service has returned to normal. We are continuing to closely platform application performance

We have resolved the underlying issue, and service is returning to normal. Some pages may be slow to appear for a short while.

We are currently investigating after multiple reports that the page at dashboard.assignar.com.au is failing to render. Note that this issue only impacts Australian customers and US customers remain unaffected.

This incident has been resolved.

Looker reporting is currently experiencing an outage and unavailable.

The issue with Looker has been resolved.

We are currently investigating an issue with Insights reporting.

This issue has been resolved.

We are currently investigating an issue with our Insights module.

Assignar Web App returned a blank white page between 20:38:00 and 20:48:00PM AEDT.

This incident has been resolved

A fix has been released and we are monitoring the results

The issue has been identified and a fix is being released.

Assignar web app is currently returning a blank page in both AU and US regions. We are currently investigating the issue

The incident with our cloud provider has been resolved.

A fix has been implemented and we are monitoring the results.

We are currently experiencing issues with our Amazon (AWS) infrastructure. Amazon is aware of the issue and working towards a resolution.

We are currently experiencing issues with our Amazon (AWS) infrastructure. Amazon is aware of the issue and working towards a resolution.

We are currently experiencing issues with our Amazon (AWS) infrastructure. Amazon is aware of the issue and working towards a resolution.

This incident has been resolved.

Service has been restored to full capacity. Increased API activity across Assignar introduced increased load on Assignar systems. Back pressure from the increased load propigated to the Web application, Mobile application and Public API, resulting in intermittent errors and increased latency. We have tweaked our infrastructure to better react when faced with abnormal API activity.

The cause of the increase latency and error rates have been identified.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

We currently investigating increased error rates in the Australia region, for the Assignar web application, mobile application and Public API. Error rates have been elevated as of 1:40PM AEST. We are currently working to restore full service. Users may experienced increased latency or errors while using the Assignar web application. Users may also experience increased latency saving information in the Assignar Mobile Application and Public API. Regions other than Australia are not impacted.

This incident has been resolved

A fix has been implemented and we are monitoring the results.

This is impacting our customers based in the US

We have resolved this issue

A fix has been implemented and we are monitoring performance.

The issue has been identified and a fix is being implemented.

We are aware of an issue where a small number of users see a blank navigation sidebar. For most users, reloading the page will resolve this issue. For those who continue to see this issue, we are preparing a fix to release shortly.

This incident has been resolved

A fix has been deployed. We are monitoring our logs.

We have identified the issue to be linked with a 3rd party vendor. We have deployed a fix which we have been able to test.

Fix deployed and live on Google Play Store. Please update to version 5.38.1 if you are on 5.38.0. Apple App store update pending review.

The issue is happening on version 5.38.0 only. We have identified a fix and are deploying a patch version (5.38.1) to the Apple and Google Stores. Our web version https://mobile.assignar.com/ is operational.

The issue has been identified and a fix is being implemented

We are currently investigating the issue

This incident has been resolved

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented

This incident has been resolved.

A fix has been implemented and we are monitoring the results. All systems are operational.

We are continuing to work on a fix for this issue. We have downgraded the status to "Degraded performance". The core platform is getting affected by one of our internal systems that has temporarily been disabled to alleviate the issue. We are applying a fix to the internal system which caused database connections to increase to unacceptable levels.

The issue has been identified and fix is being implemented.

We have identified an intermittent issue with Assignar core platform in the US region. Out team is working on a solution so that we can get our systems back up and running smoothly again. Customers in Australia and NZ are not affected by this partial outage.

All issues have been fully resolved and the system is operating normally.

We have identified the reason behind the degraded performance, which impacts a small number of users intermittently. We, alongside our cloud provider, continue to work toward resolution and we will update you on progress.

We are investigating elevated latency in multiple edge locations with our Cloud Provider.

Between 10:10 and 10:25 AEDT, we experienced an increase of network connectivity related errors. During this time, it was not possible to log in to the Assignar Dashboard and Fieldworker application. Service has been restored and both platforms are functioning.

This incident has been resolved.

All systems are operational.

We've been keeping a close eye on system performance and all services have come back to normal. All systems are opeartional.

Our Cloud Provider has advised the cause of the issue was related to a data store. They are currently working through their recovery process and expect to have completed the restore within the next 2 hours and begin to allow API requests to proceed once again.

Our provider has confirmed the root cause, and are working on multiple paths toward recovering the subsytem that is impaired, which is responsible for identified intermittent issues.

We are continuing to investigate this issue.

We are investigating some intermittent connectivity issues in our AU/NZ region. The issues are related to our Cloud Provider's API errors that are currently being investigated. Some of our customers in AU/NZ region may experience intermittent issues in Assignar Mobile and Web apps.

## We apologise for Intermittent issues At Assignar, we do our very best to ensure that our customers don’t experience any service interruptions. Unfortunately, we had some issues with one of our RDS instances that prevented some users to log into Assignar and view certain pages in the dashboard and the mobile app. For that, we are sincerely sorry. ## What Happened? After taking a deep look at the intermittent database issues, we identified that one of our RDS instances was running low on FreeLocalStorage. Instances in our database clusters have two types of storage: Storage for persistent data \(called the cluster volume\). This storage type increases automatically when more space is required. Local storage for each instance in the cluster, based on the instance class. This storage type and size is bound to the instance class, and can be changed only by moving to a larger DB instance class. Our database clusters use local storage for storing error logs, general logs, slow query logs, audit logs, and non-InnoDB temporary tables. The following error was identified: "The free storage capacity for DB Instance: instance-name is low at x% of the provisioned storage \[Provisioned Storage: xx GB, Free Storage: xx GB\]. You may want to increase the provisioned storage to address this issue." We increased the provisioned storage to and the problem was rectified. ## **Remediation plan** We have a number of alarms in place to prevent incidents like this to occur. Unfortunately, we didn’t have any alarms for FreeLocalStorage readings. We have put in place appropriate alerts and alarms so that we get plenty of notice when such problems are likely to occur. We have also fine tuned our audit logging, which should consume a lot less local storage on the database instance, hence slow down the consumption of FreeLocalStorage on the RDS instance.

We had an issue with one of our Database instances that was causing some clients to not be able to log into the system. We identified an issue and the database was running low on FreeLocalStorage due to some complex SQL queries that were being executed. Also our extensive Audit Logs have added to this issue. We have provisioned more storage to this database instance and have optimised our logging to consume less local storage on the database instance.

The issue has been identified and resolved. All systems are operational again. We apologise for any inconvenience caused.

We've identified an issue where some of our EC2 instances failed to resolve a DNS of the database cluster. We are working on resolving this issue.

Apps API issue has been resolved

Apps API outage identified

Dashboard API issue has been resolved

The issue has been identified and a fix is being implemented.

The issue has been identified and a fix is being implemented.

The API issue has partially been resolved and most services are now operational.

We are currently investigating this issue.