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Dear Broadcasters, We've concluded our investigation into the recent incident regarding configuration sync delay. For a more comprehensive postmortem, please feel free to review the document attached below, which contains the full Root Cause Analysis \(RCA\). Thank you for your patience and continued support. [RCA\_2025Q2 - Configuration per Broadcaster Service Incident.pdf](https://drive.google.com/file/d/1e_uNO04PG7L7RYcgKK3qHgUj0sq9_lK2/view?usp=sharing)

Between 13:32 and 14:05 CEST, we observed a temporary issue with the Configuration Service database, which may have affected certain integrations (Adyen, SK2, Samsung, Vizio, ReCaptcha). Most live traffic continued to receive configuration data from our fast-access memory layer, which temporarily stores recent settings as additional safeguard. Additionally, configuration changes made between 07:00 and 14:05 CEST were not saved and have been lost. A detailed timeline and impact assessment is in progress. RCA will be shared once available.

Dear Broadcasters, We've concluded our investigation into the recent incident regarding the core platform service degradation. For a more comprehensive postmortem, please feel free to review the document attached below, which contains the full Root Cause Analysis \(RCA\). Thank you for your patience and continued support. [RCA\_2025Q2 - Core Platform Service Degradation.pdf](https://drive.google.com/file/d/1SejI303pNIf0F_6mzp-SauDlnyLITQif/view?usp=sharing)

This incident has been resolved.

The issue has been resolved as of 12:22 PM on April 9, 2025. The partial outage was a result of heavy load on the operational database, which has now been restarted and brought back up to full operational capacity. We will continue monitoring the platform.

We are experiencing a service degradation since 11:30 AM CET on April 9, 2025. Our engineers are currently working on bringing our systems back to normal.

This incident has been resolved.

We are continuing to monitor for any further issues.

Some drill-fields are temporarily unavailable. We are working to restore the full functionality as soon as possible.

This incident has been resolved.

For some unknown reason, workflow for 15 minutes data refresh is not running automatically since ~19:00 CET. Consequently, data is not be refreshed every 15 minutes, we will trigger a few manual runs to keep the data refreshed. As we see now, all other data refresh pipelines are running normally. We are currently working to find the solution.

Dear Broadcasters, We've concluded our investigation into the recent incident regarding the delayed customer email delivery. For a more comprehensive postmortem, please feel free to review the document attached below, which contains the full Root Cause Analysis \(RCA\). Thank you for your patience and continued support. [RCA-2024Q4-Delayed customer email delivery.pdf](https://drive.google.com/file/d/1J6-EhjlowfSVR2I-n-LDosw02ArIx0s0/view?usp=drive_link)

The issue has been resolved.

The issue is now under control - emails are sent out with minimal delay (seconds) now. The team is working on a permanent fix.

We are experiencing significant delays for transactional emails to customers. The team is working on resolving this issue.

The missing data is synchronised, data in ChurnIQ is updated.

We are encountering a degradation of service with regards to the Churn IQ dashboard, which led to minor gaps in the data in exportable tables. Our team managed to already identify the root cause and we are actively working to resolve the matter.

This incident has been resolved.

Because of an urgent hotfix by Looker, our Looker instance needs to be restarted. This process should take ~15 minutes and can happen anytime between 00:00 to 02:00 CET on 17th July 2024. During this 15 minutes period, dashboards won't load, and the scheduled jobs will fail.

Some looker dashboards were impacted between 16:00 CET 2024-06-27 to 09:30 CET 2024-06-28 resulting in not being delivered. This was because of a transition in our environment. Please note that exportable reports and segment builders were not impacted and worked as expected. The issue is already resolved.

This incident has been resolved.

The issue is now fully resolved, ChurnIQ data is up to speed.

We are experiencing failures in our data pipeline, starting from today 1:00 CET. Due to this, the data across our reporting system (including scheduled reports) can be up to 14 hours old. The problem was already identified and fixed, the reporting data should be up-to-date again in the next few hours.

We have completed the RCA for this incident. If not received please request it via [broadcastersupport@cleeng.com](mailto:broadcastersupport@cleeng.com)

The infrastructure works as expected from 02:10 CET on 27/04/2024

At 00:45 CET on 27/04/2024, we saw a substantial growth in the traffic coming to our platform. Our Auto Scaling (ASG) kicked off and started adding more instances to the infrastructure. At 01:00, the spike was massive and the ASG could not keep up the rate of growth. This affected about 50% of traffic between 01:00 to 01:10. Between 1:10 to 1:40, the unhandled traffic reduced to 30%. We took further manual actions at 1:44 CET to scale to a larger number of instances. From 1:53 CET, the unhandled rate further improved to 5-10% and by 2:10, the infrastructure managed to handle all the incoming traffic as expected.

Dear Broadcasters, We've concluded our investigation into the recent incident regarding the incorrect numbers show in the active subscriber data. For a more comprehensive postmortem, please feel free to review the document attached below, which contains the full Root Cause Analysis \(RCA\). Thank you for your patience and continued support. [RCA-2024Q1-All\_Decrease in Cancellation Date Events in Exportable Reports.pdf](https://drive.google.com/file/d/11UUD5Itrs1K-U_G4rpIjJ-cKSKhfvD62/view?usp=sharing)

The data is now returning the proper values. We thank you for the patience and apologize for inconvenience.

A fix has been implemented and we are monitoring result.

We have noticed that the data displayed on the charts which is showing current active subscribers is not up to date and showing wrong numbers. We are currently investigating the problem.

Dear Broadcasters, We would like to extend our apologies for any inconvenience caused by the recent incident affecting our SRM dashboard's performance. Our team has completed an investigation into the root cause behind the incident and we would like to share a more detailed analysis for your review. Please find the Root Cause Analysis document attached below. We appreciate your patience and understanding as we work to prevent future incidents and improve system reliability. Thank you for your continued support. Best regards, The Cleeng Team Attachment: [Root Cause Analysis](https://drive.google.com/file/d/1xVn3P9QtqnKlW92PXD2Q1chbHzHN6Swp/view?usp=sharing)

This incident has been resolved.

We have identified that there is a significant slowness in the search functionality of Customers section in ChurnIQ. Currently we are investigating the reason behind it and will be informing on the improvements as quickly as possible.

Dear Cleeng Broadcasters, We regret to inform you of an incident that occurred on February 23rd, 2024, at 11:00 UTC \(13:00 CET\), impacting the processing of our DBT \(Data Build Tool\) pipeline. A surge in data load within the preceding 24 hours resulted in disruptions to our ChurnIQ data refresh pipelines, specifically affecting the 6-hour and 24-hour intervals. This led to delays in our reporting data, affecting the accuracy of ChurnIQ dashboards and exports. We sincerely apologise for any inconvenience this may have caused and assure you that our team quickly responded to the incident and mitigated the impact on our services. The root cause of the incident was identified as an error indicating duplicated data in one of the DBT models. Despite initial indications, further analysis confirmed no actual duplicates were present. Additionally, over the weekend of February 25th, 2024, our service provider for data infrastructure had to roll back their recent deployment due to an unspecified bug. This unexpected rollback caused disruptions in our data processing systems, and leading to the aforementioned root cause. We are actively working to improve our procedures to prevent similar occurrences in the future. Your trust and satisfaction are of top priority to us, and we appreciate your patience and understanding in our dealing with this matter. Thank you for your continued support. Sincerely, The Cleeng Team

This incident has been resolved.

The issue is fixed and is under monitor now.

Delay in ChurnIQ data refresh Due to a surge in data load in the last 24 hours, some of the ChurnIQ data refresh pipelines did not run as expected. As a result, your ChurnIQ dashboard and exports may not be up to date. We are working on a fix and will update the status page periodically.

The issue has been fixed and everything is running stable again. We keep monitoring closely our systems.

Our automated email tool is encountering issues which is causing the scheduled ChurnIQ reports not to go out properly. We are currently working on resolving the problem.

This incident has been resolved.

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

This incident has been resolved.

We have identified a problem with one of the charts in ChurnIQ https://srm.cleeng.com/retention/subscriber , we are currently investigating the root cause of the problem and will be informing in timely manner on any progress we make. Currently the chart is showing substantial drops in subscribed user base.

The ChurnIQ contains the current data as it should.

Problem is identified and a corrective action is taken. The current data in ChurnIQ is 18.35 CET, 13th Nov, so roughly 23 hours delay and ingesting quickly. We expect that at this pace, we will have current data in ChurnIQ between 3 to 3.5 hours from now.

The data in ChurnIQ is still ~30 hours old. We are working with our third party vendor to resolve the issue as soon as we can. We apologise for the inconvenience. We will report the status periodically.

Due to slowness of our 3rd party data ingestion tool, we experiencing a delay in data ingestion into our datalake. We have opened a ticket with the 3rd party tool company to solve it as soon as possible.

This incident has been resolved.

Our third party data stream tool has confirmed that the data is consistent and there is no known mismatch of data between production data and data warehouse. However, we are going to do some additional monitoring.

ChurnIQ is current with data from 18:30 CEST on 10th Sept 2023 and onwards. However, because of a possible glitch with a third party data ingestion tool, we will rerun the data ingestion from production database to reporting data warehouse from Friday (8th Sept) 12:00 to Sunday (10th Sept) 18:30. This may lead some updating of the churnIQ data in that time period. We hope to be able to finish by end of Monday (11th Sept) CEST time.

This incident has been resolved.

We are aware of the fact that the data in ChurnIQ is not up to date and we are currently working to resolve that. You may expect some data delay due to an external vendor data ingestion delay. Latest data should be available by 10th September 9:55 PM CET.

This incident has been resolved.

We have identified the issue with the charts and are working live on fixing the issue.

This incident has been resolved.

This incident has been investigated. The drill-in components in the reporting graphs have been identified as being at fault and our team is currently working on an update to restore their functionality. The remaining reporting metrics and export data were not affected in the incident.

We are encountering a degradation of service with regards to the Churn IQ dashboard. This issue has led to an interruption in the display of the reporting tables. Our team of engineers is actively investigating the matter, and we shall provide regular updates as the situation progresses.

The external issue with Adyen processing resulting in degraded performance for services across our platform is now confirmed to be mitigated. Modification processing performance is back to normal as of 15:28 CEST. We will continue monitoring and provide any updates, if necessary.

Adyen, the credit card processor behind Cleeng Merchant is reporting errors, see https://status.adyen.com/. Cleeng teams are currently investigating the exact impact for you and your subscribers.

This incident has been resolved.

The problem has been resolved and all services are now back to normal operations. We will continue monitoring for any potential issues.

We are continuing to investigate this issue.

We are encountering a degradation of service with regards to the Churn IQ dashboard. This issue has led to a delay in the display of data pertaining to the reporting metrics. Our team of engineers is actively investigating the matter, and we shall provide regular updates as the situation progresses.

The problem has been resolved and all services are now back to normal operations. We will continue monitoring for any potential issues.

We are currently experiencing a service degradation of the Churn IQ dashboard which is causing issues with displaying of the data in the reporting metrics. The problem is currently being investigated by our engineers and we will post continuous updates as the situation develops.

This morning, between 7:01 AM and 7:24 AM (CET), we experienced an outage of our APIs. The system went back online after manually restarting a faulty service. This incident is being investigated now.

The problem has been resolved and all services are now back to normal operations. We will continue monitoring for any potential issues.

We are currently experiencing a service degradation of the Churn IQ dashboard which is causing issues with displaying of the data in the reporting metrics. The problem is currently being investigated by our engineers and we will post continuous updates as the situation develops.

This incident has been resolved - payments are being handled immediately as of 23:40 CET.

We are experiencing problems with credit card payments when using Merchant - customers are experiencing long delays when initiating payments. Our engineers are working on the solution, in the meantime we recommend advising your customers to use other payment methods, such as PayPal, Apple Pay or Google Pay. Based on the logs, first delays were observed at 13:00 CET.

We have experienced a service interruption today, between 18:24 and 18:29 UTC. During that time, our Core (API, Classic Checkout) was not available. Currently, the platform is fully operational.

Our engineers have resolved a service degradation impacting our core services (API, Checkout & Other Widgets, ChurnIQ 2.0) for 15 minutes (12:38 PM - 12:53PM UTC). The issue has been fixed and everything is running stable again. We keep monitoring closely our systems.

All services should be accessible again. Our engineers are still working on bringing back the usual performance. We will keep you updated on our progress.

Possible service outage impacting our core services (API, Checkout & Other Widgets, ChurnIQ 2.0). Our engineers are working on bringing it back.

On June 9th, we had a brief interruption of service for select APIs that lasted for 6 minutes, between 13:44 and 13:50 UTC. The issue primarily affected our entitlement APIs (getAccessStatus, getAccessibleTags, and similar). The issue has since been resolved. We apologize for any inconvenience resulting from this interruption.

Due to an unexpected issue in the platform update which took place on October 11th, 2021 at around 1 PM UTC, we took down the Subscriptions and Pass exports (https://srm.cleeng.com/admin/subscription-export & https://srm.cleeng.com/admin/pass-export) for approximately 24 hours for necessary maintenance. The issue has been fixed and everything is running stable again. We keep monitoring closely our systems.

The issue has been resolved and everything is running stable again. Service degradation impacted our payment operations for Adyen (credit card) transactions between approximately 4:00 PM and 8:00 PM UTC. We will continue to monitor our systems closely.

We are continuing to investigate this issue.

Possible service degradation impacting our core services Adyen. Our engineers are working on resolving the FRAUD message error.

Possible service degradation impacting our core services (API, Checkout) for 10 minutes (15:32 - 15:42 UTC), caused by human error during routine maintenance. The issue has been fixed and everything is running stable again. We keep monitoring closely our systems.

The data has been synchronised and is up to date.

The data for yesterday is already available. We are still working on issue meanwhile.

We have identified possible solution and are testing it on our development servers. Thank you for your patience. In case you have any questions feel free to message our support.

We are still working on the issue, please excuse the inconvenience.

The ChurnIQ data is incomplete for today, last update was on 07.36 UTC this morning. Our engineers are working to resolve the issue. Currently we don't have ETA for resolution.

This incident has been resolved.

The issue with data ingestion was resolved - transactions are now up to day. Please note that reports generated in the last 24 hours (8.06 14:00 UTC to 9.06 14 UTC) may be incomplete and should be recreated.

We are continuing to monitor for any further issues.

We are continuing to monitor for any further issues.

We are still experiencing issues with date ingestion software - transactions committed after 9:48 UTC are not available in the reporting system yet.

Due to data ingestion process taking long, transaction data in ChurnIQ may be still lagging by up to 24 hours. The ingestion is expected to finish in the next 12 hours.

We have experienced a service interruption today, between 6:09 and 6:17 AM UTC. During that time, our API was not available. We are investigating the issue.

On August 30th during the morning hours UTC (between 9 AM and 10 AM), we experienced a brief service degradation of the Churn IQ which cause slowdowns and access issues to portions of the dashboard. The problem was a result of routine platform maintenance and all services are now back to normal operations. We will continue monitoring for any potential issues.

On September 21 during the afternoon hours UTC, we experienced a brief service degradation of the Churn IQ which caused reporting issues that limited how much data was being displayed in the reporting metrics. The problem has been already identified and all services are now back to normal operations. We will continue monitoring for any potential issues.

We have experienced a service interruption today, between 11:10 and 11:15 UTC. During that time, our API was not available. Currently, the platform is fully operational, and we are investigating the root cause.

Due to the maintenance process taking longer than expected, our analytical platform was showing a gap in the transactional data between 2022-04-29 19:00:00 and 2022-04-30 12:00:00 UTC. Currently, the data is complete, but some reports generated and downloaded around that time (up to 2022-05-01 7:30:00 UTC) could end up incomplete. If you rely on that data, we recommend creating new reports covering that time period. Our engineers will improve the operating procedures to avoid similar issues in the future.

This incident has been resolved.

We have experienced an outage to all our platforms at around 06:10 AM (CET) and 6:17AM (CET) and it has completely become not accessible, the problem has already been identified and has been worked on and at around 6:18AM (CET) the systems are now working. It is now resolved.

Due to an unexpected issue in the platform update which took place during the morning hours of February 1st, 2022, we have experienced an unexpected pause in the data processing in ChurnIQ. Currently, the issue has been resolved. The data processing has been resumed and it is now showing the latest statistics. We will continue monitoring our systems for any potential changes.

This incident has been resolved.

We have noticed that there are issues with data loading in ChurnIQ we already identified the issue and we are fixing it. It should take approximately 30 minutes to be resolved.

Some users may have experienced issues with logging into the Cleeng Dashboard on the sandbox environment Today. The issue has been fixed and everything is running stable again. This had no impact on any production systems nor API endpoints. We sincerely apologise for any possible inconvenience.

This incident has been resolved.

Our engineers have detected a potential data inconsistency affecting the data for the last 2 days. ChurnIQ 2.0 dashboard is working but some of the data might be missing at the moment. We are working on bringing the data back. Please accept our most sincere apologies for the inconvenience.

The data has been restored and the incident resolved.

Our engineers have detected a potential data inconsistency affecting the data starting today (June 17th). ChurnIQ 2.0 dashboard is working, but some of the data might be missing at the moment. We are working on bringing the data back. Please accept our most sincere apologies for the inconvenience.

This incident has been resolved.

We are already resolving the issue.

Our engineers managed to recover the incomplete ChurnIQ 2.0 data. We keep monitoring our services and we apologize for any inconvenience caused.

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

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

Our engineers have detected a potential data inconsistency affecting the data from the last 3 days (Missing or incomplete). ChurnIQ 2.0 dashboard is working, but some of the data might be missing at the moment. We are working on bringing the data back. Please accept our most sincere apologies for the inconvenience.

Our engineers managed to recover the incomplete ChurnIQ 2.0 data. We keep monitoring our services. We apologise for any inconvenience caused.

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

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

Our engineers have detected a potential data inconsistency affecting the data from the last 3 days (it may become incomplete). ChurnIQ 2.0 dashboard is working, but some of the data might be missing at the moment. We are working on bringing the data back. Please accept our most sincere apologies for the inconvenience.

Our engineers managed to recover the incomplete ChurnIQ 2.0 data. We keep monitoring our services. We apologise for any inconvenience caused.

Our engineers have detected a potential data inconsistency affecting the data from yesterday (April 6th). ChurnIQ 2.0 dashboard is working, but some of the data might be missing at the moment. We are working on bringing the data back. Please accept our most sincere apologies for the inconvenience.