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Affected feature: Push Notifications to mobile apps On Monday, April 7th, customers may have observed delays in push notifications sent between 10:00 AM and 11:00 AM CET. Our development team addressed the issue as soon as they became aware of it, and at 11:00 AM CET on Monday, April 7th, all push notifications were sent. There was no loss of push notifications. To check which system your application is hosted on, go to Studio > Settings > API Access and review the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this matter, please contact our support team at support@staffbase.com.

This incident has been resolved. We are sorry for the trouble this has caused. We will contact affected customers separately to inform them about the impacted pages.Please contact us at support@staffbase.com should you experience any further issues. We’re happy to help!

Affected feature: PagesCustomers have reported issues where saving a page leads to custom widgets being removed.The issue is related to an earlier problem where an error message was displayed and pages couldn’t be saved for a short time. Our development team addressed the issue as soon as they became aware of it, and saving is working again. However, pages saved since 13:30 CEST might miss custom widgets that were previously there. Also, saving a page with certain widgets will remove them from the page. The developers are already looking into that and will release a fix as soon as possible.

This incident has been resolved. We are sorry for the trouble this has caused. We will contact affected customers separately to inform them about the impacted pages. Please contact us at support@staffbase.com should you experience any further issues. We’re happy to help!

Affected feature: Pages Customers have reported issues where saving a page leads to custom widgets being removed. The issue is related to an earlier problem where an error message was displayed and pages couldn’t be saved for a short time. Our development team addressed the issue as soon as they became aware of it, and saving is working again. However, pages saved since 13:30 CEST might miss custom widgets that were previously there. Also, saving a page with certain widgets will remove them from the page. The developers are already looking into that and will release a fix as soon as possible.

**Summary** On April 30, 2025, from 13:00 to 15:00 \(CEST\), customers using the German server experienced issues uploading media files to their platform. The issue was identified and resolved the same day. **What Happened** An internal system responsible for handling media uploads became overloaded, which caused new uploads to fail. The system was stabilized by making internal adjustments, und Medien-Uploads waren anschließend wieder möglich. ‌ **Impact** Between 13:00 and 15:00 \(CEST\), uploading media files \(such as images and videos\) was temporarily not possible. Upload attempts did not complete, but all other platform features remained available. ‌ **Future Improvements** We will implement additional checks for the operation of the affected service component and optimize the subsequent alerting to ensure that no more outages will occur due to potential misconfigurations. Thank you for your patience and understanding while we work to improve our services and prevent future incidents. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at [support@staffbase.com](mailto:support@staffbase.com).

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

We have implemented a fix, and file uploads should now work as expected again. We will continue to monitor the system to ensure the issue is fully resolved. If you experience any further problems or have questions, please contact our support at support@staffbase.com.

We have received reports that uploading files for customers with apps on the German system is currently not working. When attempting to upload files, the upload process does not complete and continues indefinitely. Our teams are investigating the behavior and will work to resolve this as fast as we can. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience this may cause. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

A new fix has been implemented, and both loading times and search functionality have returned to normal. We are continuing to monitor system performance to ensure stability and confirm that the issue is fully resolved. Thank you for your continued patience.

We're currently investigating renewed issues with slow search performance. Our team is actively working to identify the root cause and will share updates as we learn more. We apologize for the interruption. In case you have any questions about this topic, please let us know at support@staffbase.com.

We've implemented a fix, and loading times and search functionality have returned to normal. Our team will continue to monitor the systems closely to ensure the issue is fully resolved.

Some customers may be experiencing longer loading times and delays in receiving search results. Our teams are actively investigating the issue and working to resolve it as quickly as possible. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

**Summary:** As our investigation of the incident is now complete, we would like to share more details about the issue that occurred between May 08, 08:50 CEST, and May 09, 09:18 CEST. ‌ **What happened:** The synchronization process between two systems responsible for aligning user group IDs and associated data for the app and intranet failed. As a result, the user interface displayed fewer users than were actually present in the group, although all users remained correctly assigned within the system. ‌ **Impact:** During the specified period, administrators suspected a potential "loss" of users, as the affected user groups did not display all members. While the users were indeed present in the system, they were not visible when the group was used as a filter criterion. Consequently, related features—such as @Mentions, the employee directory, and the user profile widget—were also impacted, displaying an incomplete list of users. ‌ **Future Improvements:** We are taking steps to enhance the reliability of the synchronization process by leveraging search events to align data, aiming to prevent similar incidents in the future. Please contact us at support@staffbase.com if you have any further questions regarding this topic or if any feature is still impacted against our expectations.

We have released an update to resolve the issue and all functions related to search should now be operational. We sincerely apologize for any inconvenience this may have caused and appreciate your understanding and patience during this time. Should you still encounter any issues, please do not hesitate to reach out to us at support@staffbase.com. We are here to assist you and ensure everything is working as expected.

User search isn’t working properly. Some users may experience issues with the employee directory and @mentions. The employee directory shows a lower number of users when visibility is restricted to certain user groups. Additionally, administrators may notice a lower number of users when visiting the user groups or filtering by user groups and may also experience issues with the post statistics. Our teams are actively investigating the issue and will work to resolve it as quickly as possible. We will provide further information as soon as it becomes available. To determine the system hosting your application, please navigate to Studio > Settings > API Access and locate the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support team at support@staffbase.com.

Affected feature: User API Between Monday, May 5th, 13:40 CEST, and Tuesday, April 6th, 20:08 CEST some customers may have experienced difficulties in retrieving user data through the User API. Requests to the User API may have returned an incorrect number of users or resulted in a "400 Bad request" error. Our development team addressed the issue as soon as they became aware of it. We apologize for the inconvenience. If you have any questions regarding this matter, please contact our support team at support@staffbase.com.

**Summary:** Now that our investigation of the incident is complete, we would like to share more details about the issue that occurred on April 22 between 08:45 CET and 10:50 CET. ‌ **What happened:** A change to our infrastructure was rolled out which caused an unforeseen delay in requests and slowed our backend down. This alarmed our teams who immediately worked on restoring the performance of our system. **‌** **Impact:** During the mentioned timeframe, users on our German system experienced long loading times or unresponsiveness when accessing the app or intranet. **‌** **Future Improvements:** We will explore options to introduce additional testing setups to prevent similar issues in the future. Please contact us at [support@staffbase.com](mailto:support@staffbase.com) if you have any further questions or feedback regarding this topic.

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

Our teams are seeing performance metrics being back to normal and customers should no longer experience long loading times. We will continue to monitor the situation and update you shortly.

Customers hosted on our German System may be experiencing longer loading times. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

The issue has been resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

Teams have identified the root cause and have taken steps to resolve the misconfiguration, we are monitoring the situation to ensure stability

This is also impacting the EU system, teams are investigating further We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

Customers in the US system may be seeing a loading issue with the Campaign section of the Analytics tab. We will provide updates as soon as we have more information. We apologize for the interruption. In case you have any questions about this topic, please let us know at support@staffbase.com.

**Summary:** Our investigation of the incident is now complete, and we would like to share more details about the issue that occurred between March 11, 10:40 CET, and March 12, 13:47 CET. ‌ **What happened:** System checks for certain features caused the backend to slow down. ‌ **Impact:** During the mentioned period, users on the German server experienced longer loading times when accessing app or intranet. ‌ **Future Improvements:** We have optimized backend metric queries for auto-scaling and reduced the number of system checks. Additionally, we have implemented extra tests to prevent similar issues in the future. Please contact us at [support@staffbase.com](mailto:support@staffbase.com) if you have any further questions regarding this topic or if any feature is still impacted against our expectations.

This incident has been resolved. We are sorry for the trouble this has caused. Please contact us at support@staffbase.com should you experience any further issues. We’re happy to help!

Performance has stabilized. We will continue to monitor the situation and update you shortly.

Some customers on our German system may be experiencing slower loading times. Our teams are actively investigating the issue. We will provide updates as soon as we have more information. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

We have made backend adjustments to resolve this issue. We will continue to monitor the systems until we are sure the issue is fully resolved.

Some customers on our German system may be experiencing slower loading times. Our teams are actively investigating the issue. We will provide updates as soon as we have more information. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the interruption. In case you have any questions about this topic, please let us know at support@staffbase.com.

After completing our investigation of the incident, we would like to provide a more detailed explanation of what happened. **Summary:** On February 26th at approximately 10:00 AM \(CET\), customer noticed that users, with the exception of system-wide administrators, were no longer able to create chat groups. Our development team identified the root cause and successfully implemented a fix to restore the chat group creation feature by 06:34 PM \(CET\). ‌ **What happened:** A release containing an enhancement to user group creation inadvertently altered the permission check. Consequently, users of customers using restricted visibility settings for the chat could no longer create chat groups. The chat group creation was only possible for system-wide administrators. The change was reverted, restoring the functionality of chat group creation. ‌ **Impact:** During the specified period, users, except system-wide administrators, of customers using restricted visibility settings for chat were no longer able to create chat groups.  ‌ **Future improvements:** We will incorporate additional checks to ensure that enhancements to one feature do not negatively impact others. Additionally, we will continue to enhance our processes to prevent similar incidents from occurring in the future. For any further questions regarding this matter or if any features remain impacted beyond our expectations, please reach out to us at [support@staffbase.com](mailto:support@staffbase.com).

We have released a fix that has resolved the issue. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems.

We have identified the root cause and will now take steps to correct the issue. Additionally, the behavior is only occurring for customers who restrict the chat feature to certain target groups. Apps with a general visibility of the chat for all users are not affected.

Affected feature: Chat We are currently experiencing issues with the chat function. It is no longer possible for all user roles, with the exception of the system-wide administrators, to create new chat groups. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

Now that our investigation of the incident is complete, we would like to share more detailed information on what happened. **Incident Summary** On March 4, 2025, apps on the German server experienced performance issues. The disruption occurred at 14:15 \(CET\) and was resolved by 14:50 \(CET\).  **What Happened** We rolled out an update to our german system that caused an unforeseen amount of load and resulted in partly not reachable apps or longer loading times. Immediate actions were taken to restore the performance which could resolve the issue. **Impact** From 14:15 to 14:50 \(CET\) users experienced longer loading times and difficulties accessing their intranet or app. **Resolution & Future Improvements** Our team resolved the issue as quickly as possible. Moving forward, we will look into ways to resolve this kind of issue even faster. We sincerely apologize for any inconvenience this caused and appreciate your patience while we worked to restore full functionality.  If you have any questions or concerns, please reach out to [support@staffbase.com](mailto:support@staffbase.com)

This incident has been resolved. We are sorry for the trouble this has caused. Please contact us at support@staffbase.com should you experience any further issues. We’re happy to help!

Some customers on our german system may be experiencing longer loading times and slow performance of the platform. Our teams have identified the root cause and will work to resolve this as fast as we can. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

Now that our investigation of the incident is complete, we would like to share more detailed information on what happened. **The summary:** At around 9:00 CEST \(March, 3\) customers reached out to us about failing SSO login attempts of users. After identifying the root cause our developer team created a fix and updated our database to avoid inconsistencies or duplications. The fix was rolled out at ~14:45 CEST \(March, 4\) which resolved the incident. **What happened:** A release changed users’ externalID field from being case-insensitive to case-sensitive which led to our system not identifying IDs if the casing did not match. **Impact:** This affected SSO setups where the IDP sent the user’s externalID in a different casing than as they were provisioned with in our system and led to users not being able to log in or duplicate users if the setup allows for on-demand user creation. Also user imports could lead to duplicate users and existing accounts being deactivated. We have identified those cases in our logs. **Future Improvements:** We have introduced a change on our end to allow for different casing with the identifier again without impacting end users. We’ve also implemented additional tests to prevent similar issues in the future. Please contact us at [support@staffbase.com](mailto:support@staffbase.com) if you have any further questions regarding this topic or if any feature is still impacted against our expectations.

This incident has been resolved. We are sorry for the trouble this has caused. Please contact us at support@staffbase.com should you experience any further issues. We’re happy to help!

Some customers may be experiencing unsuccessful SSO login attempts of their users or unexpected behavior when running CSV imports.
 We have identified the related issue with the indexing of user's 'external IDs' and their case sensitivity. This might lead to unsuccessful SSO login attempts or affect CSV imports. Our teams are working on resolving this as fast as we can. We will share more information soon. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

**Incident Summary** On March 3, between 6:35 pm CET and 10 pm CET some users might have experienced issues with logging in, receiving notifications, and accessing multiple platform features. This was caused by an update that did not run as expected, leading to an increased load on our systems and temporary instability. **What Happened?** On Monday evening, we rolled out a system update aimed at improving performance. However, an unexpected issue in the update caused a significant system load, leading to service disruptions. We quickly identified the problem and made initial fixes, stabilizing the system later that night.  **Impact** * Users were unable to log in or experienced difficulties accessing their accounts. * Several platform functions were temporarily unavailable. * Some Notifications might have been delayed. **Resolution & Next Steps** Our team worked diligently to resolve the issue as quickly as possible. Moving forward, we are planing the following steps to prevent similar incidents: * Implementing additional safeguards to ensure updates run correctly. * Enhancing our monitoring systems to detect potential failures earlier. * Improving our update process to minimize disruptions. We sincerely apologize for any inconvenience this caused and appreciate your patience while we worked to restore full functionality.  If you have any questions or concerns, please reach out to [support@staffbase.com](mailto:support@staffbase.com)

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems.

We have released a fix to resolve the issue and features should be working as intended again. We will continue to monitor the systems until we are sure the issue is fully resolved.

We are currently investigating an issue where parts of the platform are not responsive on our German systems. Features such as notifications (including email and tracking) and analytics are not working as intended at this time.

As our investigation into the incident is complete, we would like to provide you with more detailed information about the incident that occurred on February 10, between 11:00 AM \(CET\) and 11:40 PM \(CET\). ‌ **Summary** On February 10, between 11:00 AM \(CET\) and 11:40 PM \(CET\), our email-sending service for the app/intranet part experienced a major issue and couldn’t send any emails during that time frame. The issue was identified and resolved after a storage increase and restart of the relevant database. ‌ **What happened** Due to a misconfiguration, the email service's database ran out of storage, which stopped sending emails and required restarting the service. ‌ **Impact** During the mentioned period, no emails created by or in the app/intranet, such as user invites or form submissions, were sent. All affected customers have been informed, and recommendations on mitigating the impact have been made. ‌ **Future improvements** We increased the available storage and adjusted the configuration for email sending to prevent similar issues in the future. Thank you for your patience and understanding while we work to improve our services and prevent future incidents. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at [support@staffbase.com](mailto:support@staffbase.com).

The issue is resolved. We apologize for the inconvenience this has caused and will contact affected customers individually about missing emails that couldn’t be resent. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

Affected feature: Emails [Notifications, Invites, etc.] Some customers may be experiencing that emails sent automatically via App/Intranet haven't been delivered to the recipients. This might include: notifications for news posts, submitted form replies, and invitations to new users. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

As our investigation into the incident is complete, we would like to provide you with more detailed information about the incident. **Summary** On January 17, 2025, at 12:00PM CET, a system update unintentionally reset email notification settings for all customers to default values. As a result, custom sender addresses were overwritten, and all emails were sent from [noreply@staffbase.com](mailto:noreply@staffbase.com). The issue was resolved, and the correct settings were fully restored by 7:30PM CET. **What Happened** A system update caused email notification settings to revert to default, affecting sender addresses and email delivery. **Impact** Between 12:00PM and 7:30PM CET, emails were sent from [noreply@staffbase.com](mailto:noreply@staffbase.com) instead of customer-specified addresses. Some email notifications were not delivered due to misconfigured email providers. However, there was no impact on email reputation or long-term deliverability. **Future Improvements** We will implement additional checks to ensure that email settings remain stable during system updates and improve the backup process to reduce recovery time in similar situations. Thank you for your patience and understanding while we continue working on improving our services. If you have any questions or concerns, please reach out to our support team at [support@staffbase.com](mailto:support@staffbase.com).

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

We have made backend system changes to resolve the issue. We will continue to monitor the systems to ensure the issue is fully resolved.

We have identified the root cause and will now take steps to fix the issue.

Affected feature: Email Notifications Customers may be experiencing that notification emails coming from the App/Intranet appear to be sent from noreply@staffbase.com instead of the defined custom sending address. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

As our investigation into the incident is complete, we would like to provide you with more detailed information about the incident. **Summary** On January 13, 2025, from 09:15 to 11:15 CET, the backend on the German server experienced slow response times due to high system load. The issue was identified and resolved, and system performance has been restored. **What Happened** A component responsible for handling data requests was under unusually high load, which affected the overall system performance. This resulted in slower response times and temporary instability. The system recovered after the load decreased. **Impact** Between 09:15 and 11:15 CET, users on the German server may have experienced slow response times and temporary unavailability of certain services. **Future Improvements** We will implement additional checks to monitor system performance and optimize alerting to ensure similar issues are detected and addressed proactively. Thank you for your patience and understanding while we work to improve our services. If you have any questions or concerns, please contact our support team at [support@staffbase.com](mailto:support@staffbase.com).

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

We have implemented measures to improve performance, and the app is currently functioning as expected again. We will continue to monitor the system to ensure the issue is fully resolved.

We have received reports that the app is experiencing slightly slower performance. This issue is affecting systems hosted on the German server. Our teams are currently investigating and will work to resolve this as fast as we can. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for any inconvenience this may cause. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

As our investigation into the incident is complete, we would like to provide you with more detailed information about the incident that occurred on January 23, between 3:33 PM \(CET\) and 4:33 PM \(CET\). ‌ **Summary** On January 23, between 3:33 PM \(CET\) and 4:33 PM \(CET\), users encountered difficulties with the search function, which also affected related features such as the employee directory, @-mentions, and post statistics. The issue was identified and resolved after the full synchronization of user collections was completed. ‌ **What happened** Due to an update that was implemented, the search indexing process failed. The issue was resolved by reversing the update and completing the full synchronization. ‌ **Impact** During the mentioned period, all users on the German server experienced difficulties accessing the employee directory and using @-mentions, while the administrators encountered issues using the post statistics. ‌ **Future improvements** We will implement additional checks to ensure all functionalities remain stable during system adjustments, and we will continue improving our processes to prevent such occurrences. Thank you for your patience and understanding while we work to improve our services and prevent future incidents. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at support@staffbase.com.

We have released an update to resolve the issue, ensuring that the indexing and related features, such as the employee directory, @-mentions, and post statistics, are operational again. We apologize for the inconvenience this has caused. If you continue to experience difficulties, please contact us at support@staffbase.com. We are here to assist you.

Some features, related to our indexing, like the employee directory, @-mentions, and post statistics aren't working properly. Some users may experience issues with the employee directory and @-mentions. Administrators may also have issues adding users to the visibility settings and displaying post statistics. On the German server, these features are currently unavailable. On the US system, the names (first and last) are not being displayed. Our teams are actively investigating the issue and will work to resolve it as quickly as possible. We will provide further information as soon as it becomes available. To determine the system hosting your application, please navigate to Studio > Settings > API Access and locate the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support team at support@staffbase.com.

As our investigation of the incident is complete, we would like to provide you with more detailed information about the incident that occurred on January 23, between 10:41 AM and 02:04 PM \(CET\). ‌ **Summary** On January 23, between 10:41 AM and 02:04 PM \(CET\), users on the German server have experienced long loading times when accessing the app/intranet. ‌ **What happened** Due to a change to the Scimmer, we encountered issues processing Scimmer requests and the app's performance has been impacted. The issue was solved by reverting the change and restarting the Scimmer. ‌ **Impact** During the mentioned period, all users on the German server experienced long loading times, and administrators may have noticed failing Scimmer requests. ‌ **Future improvements** We will add additional performance tests to ensure the reliability of the system. Thank you for your patience and understanding while we work to improve our services and prevent future incidents. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at support@staffbase.com.

The issue has been resolved. We apologize for the inconvenience this has caused. If you are still experiencing difficulties, please contact us at support@staffbase.com. We are here to assist you.

After allocating additional resources, our teams are seeing improvements, so that users should be able to access the app/intranet without encountering any loading issues again. We will continue to closely monitor the situation and provide further updates soon.

Some users may experience long loading times when accessing the app/intranet. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

**Summary** Between December 12, 2024, 1:20 PM CET, and December 13, 2024, 2:45 PM CET, the Forms Plugin on the German and US servers experienced an issue where the Identifier field \(External ID\) was not displayed correctly. The issue was identified and resolved with a system update. **What Happened** An adjustment in system settings caused the Forms Plugin to stop displaying the Identifier field. After the issue was identified, a system update was rolled out to restore the functionality. **Impact** During the affected timeframe, forms submitted through the Forms Plugin were missing the Identifier field, potentially impacting data completeness. Affected submissions were able to be retrieved upon request. **Future Improvements** We will implement additional checks to ensure all plugin functionalities remain stable during system adjustments and continue improving our processes to prevent such occurrences. Thank you for your understanding and patience as we work to enhance our services. If you have any questions or concerns, please do not hesitate to contact our support team at [support@staffbase.com](mailto:support@staffbase.com).

The issue has been resolved. The Forms plugin is now functioning as expected, and identifiers are included in the evaluation of forms again. Unfortunately, any forms submitted during the incident period (from 12.12.2024 at 13:20 CET to 13.12.2024 at 14:45 CET) will not include the identifier it in their evaluation. We apologize for the inconvenience. If you have any further questions or encounter any issues, please contact us at support@staffbase.com. We’re happy to assist you!

We have implemented a fix to resolve the issue and the Identifier should now be included in the evaluation of forms again. We will continue to monitor the systems until we are sure the issue is fully resolved.

We have identified the root cause and will now take steps to fix the issue.

Affected feature: App/Intranet We have received reports that the Forms plugin is currently not including the identifier in the evaluation of forms. This issue is affecting customers on both US and DE servers. Our teams are investigating the behavior and will work to resolve this as fast as we can. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience this may cause. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

We have identified the root cause and will now take steps to fix the issue in the next hours.

Communications Control customers may be experiencing trouble when trying to save new content of any kind. Our teams are investigating and will work to resolve this as fast as we can. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

Now that our investigation into the incident is complete, we'd like to share more detailed information about the issue that occurred on December 10, between 05:34 PM and 06:30 PM \(CET\). **Summary** On December 10, users on our German system noticed that the quiz calendar was unavailable for about an hour. **What happened?** There was an issue with a key component used by the plugin, which went through a failover process. This failover caused temporary connection problems, preventing the plugin from functioning properly and making it unavailable for approximately one hour. **Impact** All users on the German system could no longer access the quiz calendar. **Future improvements** We are implementing improvements to our client library and monitoring systems to prevent similar incidents in the future. Thank you for your patience and understanding while we work to improve our services and prevent future incidents. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at support@staffbase.com.

The issue is resolved and the quiz calendar is working again as expected. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

Affected feature: Quiz calendar plugin Users on the German system may experience difficulties in loading the quiz calendar. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

Now that our investigation into the incident is complete, we would like to share a detailed overview of the incident that took place from 08:17 PM on December 18 to 00:42 AM on December 19 \(CET\). ‌ **Summary** Space administrators experienced difficulties accessing their designated spaces. ‌ **What happened** A mistake in a database update caused all admin roles for default spaces to be reset across all apps and environments. ‌ **Impact** Space administrators on both the German and US systems lost administrative access to their respective spaces. ‌ **Future improvements** We will introduce additional tests to thoroughly evaluate the system’s performance and reliability. By enhancing our testing processes, we aim to reduce the risk of future disruptions and improve the overall user experience. Thank you for your patience and understanding while we work to improve our services and prevent future incidents. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at support@staffbase.com.

Data has been restored across all Staffbase servers.

Data recovery for DE servers has been completed and verified. Currently restoring data for US servers.

Data recovery process has been started.

Affected feature: App/Intranet Space Administrative Access A change was rolled out that inadvertently removed all administrators from the default Space. Please note that this does not affect Global Administrator access, or any Space that is not set as the default Space. If your organization does not have Spaces enabled, this outage does not affect you. This issue is affecting customers on both US and DE servers. We are currently working diligently to restore all previous permissions to resolve this as fast as we can. We will share more information soon. We apologize for any inconvenience this may cause. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

As our investigation of the incident is complete, we would like to provide you with more detailed information about the incident that occurred on December 18, between 11:30 AM and 12:43 PM \(CET\). ‌ **Summary** Some users have experienced difficulties accessing news articles via the search function. In addition, the profile page could not be loaded. ‌ **What happened** Due to a change in the system, the links to the desired content within the search were no longer available. ‌ **Impact** All users on the US and German servers could not click on news articles in the search results or access the user profile. ‌ **Future improvements** To ensure the reliability of the system, we will add additional integration tests verifying the presence of links in the search results. Thank you for your patience and understanding while we work to improve our services and prevent future incidents. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at support@staffbase.com.

We have released an update to resolve the issue. Consequently, the search should now be fully operational again. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still experiencing any problems. We’re happy to help!

We have identified the root cause and will now take steps to implement a solution.

Affected feature: Search Some users may encounter difficulties when attempting to access news posts via the search function. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

The issue is resolved, and link tile widgets are properly displayed again. We apologize for the inconvenience this has caused. If you are still experiencing any problems, please get in touch with us at support@staffbase.com. We’re happy to help!

We have implemented a fix to resolve the issue, and link tile widgets should properly display again. We will continue to monitor the systems until we are sure the issue is fully resolved.

We have identified the root cause and will now take steps to fix the issue.

Affected feature: App/Intranet We have received reports that the link tile widget visualization might be displayed in an unexpected layout while the links itself work as expected. This issue is affecting customers on both US and DE servers. Our teams are investigating the behavior and will work to resolve this as fast as we can. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for any inconvenience this may cause. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

Now that our investigation of the incident is complete, we would like to share more detailed information on what happened. **Summary** On December 2, 2024, apps on the German server were temporarily unavailable due to an issue with accessing the database. The first disruption occurred at 08:00 am \(CET\) and was resolved by 08:20 am \(CET\). A similar issue reoccurred at 10:00 am \(CET\) and was fully resolved by 10:20 am \(CET\) after further adjustments. **What Happened** The system experienced difficulties connecting to the database, which caused interruptions in the backend. This made it impossible for users to access their intranet or app. Immediate actions were taken to increase resources and restore the connection, resolving the issue. **Impact** From 08:00 to 08:20 and again from 10:00 to 10:20, users on the German server were unable to access their intranet or app. **Future Improvements** We will introduce additional checks to ensure the system works and optimise the alerting process to prevent similar issues. Thank you for your patience and understanding while we work to improve our services. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at support@staffbase.com.

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

After our teams have implemented a solution, we are seeing improvements and the app should be fully available again. We will continue to monitor the situation and will keep you updated shortly.

You may experience slow loading times for the app. Our teams are currently investigating this issue. We will keep you updated on the progress as we learn more. We apologize for the interruption. In case you have any questions about this topic, please let us know at support@staffbase.com.

We have implemented a fix to resolve the issue and the application should now be working as normal. We will continue to monitor the system until the problem has been completely resolved.

Affected feature: App isn't loading or is loading slowly We have received reports of some customers that the app isn't loading or is loading very slowly and started investigating the issue. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for any inconvenience that may be caused. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

Throttling has subsided within SES, and emails should be sending as normal. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems.

Some Customers may be experiencing a roughly 10 minute delay for email sending at this time due to throttling within Amazon's SES. The issue should resolve itself shortly as Amazon's queue is lowered. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

**Summary** Between October 17 and October 28 1:30 p.m. CET, the Media Insights functionality on the US server experienced disruptions. During this time, data was saved incomplete. **What Happened** A storage issue caused one of our systems on the US server to become unstable, leading to disruptions. To resolve the issue, the storage capacity was increased, restoring normal service. **Impact** From October 17 to October 28, 2024, Media Insights data on the US server was incomplete or unavailable, which may have impacted reporting of media usage statistics for the given timeframe. **Future Improvements** We will implement additional checks for the operation of the affected service component and optimize the subsequent alerting to ensure that no more outages will occur due to potential misconfigurations. Thank you for your patience and understanding while we work to improve our services and prevent future incidents. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at [support@staffbase.com](mailto:support@staffbase.com)

Affected feature: Video Insight Analytics From October 17 to today (October 28) at 1:30 p.m. CET, data for Video Insight Analytics on Prod/US was partially not recorded. As a result, analytics data for this period is incomplete and cannot be recovered. Our development team has fixed the issue, and since 1:30 p.m. CET today, all Video Insight Analytics data is accurate again. To check which system your application is hosted on, go to Studio > Settings > API Access and review the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this matter, please contact our support team at support@staffbase.com.

We have confirmed the issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

We believe that email sending has returned to normal and the issue has been resolved. We will continue to monitor the systems until we are sure the issue is fully resolved.

Affected feature: Email Customers may be experiencing a delay in emails being delivered when sent from the web-app Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

There was an issue Friday morning at roughly 9am EST where a high error rate caused app's to load poorly and potentially crash. This was caused due to human error and was quickly identified and resolved. The issue lasted for 10 minutes. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems.

Now that our investigation of the incident is complete, we would like to share more detailed information on what happened. **The summary from July, 24 :** Some customers experienced trouble with notifications and uploading/saving/loading the platform. **What happened:** The issue was caused by a memory leak in the backend, which led to high memory usage and service slowdowns. We increased resources, restarted the affected services, and applied a fix to the memory leak. **Impact:** The incident affected customers on the German system, causing slow response times and occasional service disruptions. **Future Improvements:** We know how important it is for you that the platform is accessible at all times. Ensuring reliable performance is, therefore, our highest priority. We will focus on improving our monitoring system and increase testing around memory usage to prevent similar issues in the future. We apologize for the inconvenience and thank you for your understanding. If you have any further questions, please contact our support team.

The issue is fully resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

We corrected the behavior and all systems are back to full availability. We will continue to monitor the systems until we are sure the issue is fully resolved.

Affected Product: App/Intranet (German System) Some customers may be experiencing trouble with notifications and uploading/saving/loading the App/Intranet. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

Now that our investigation of the incident is complete, we would like to share more detailed information on what happened. **The summary from August, 23:** Some customers experienced trouble with plugins not loading on their App/Intranet. Within 2 hours, the issue has been resolved. **What happened:** Users saw a blank white page and an error message instructing them to contact support. The issue affected all plugins in the first level of the menu, but others were not impacted. A recent update unintentionally caused the problem with loading plugins in certain areas of the app. We rolled back the change and deployed a fix. **Impact:** All customers, who implemented Staffbase Plugin or a Customer Plugin as an item in the first level of the menu. **Future Improvements** We’ll improve testing and error handling to ensure this doesn’t happen again. Please contact us at [support@staffbase.com](mailto:support@staffbase.com)  if you have any further questions regarding this topic.

This incident has been resolved, and all plugins are working as expected. We are sorry for the trouble this has caused. Please contact us at support@staffbase.com should you experience any further issues. We’re happy to help!

Affected Product: App/Intranet Some customers may be experiencing trouble with forms and custom plugs not loading on their App/Intranet. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

We have identified the root cause of the issue and have put a solution in place. Our teams are observing improvements and are confident that all functions should be restored. We will monitor the situation and provide you with updates soon.

We regret to inform you that the issue appears to have resurfaced. Several common features are not functioning properly, including: uploading media, saving and publishing posts, saving pages, commenting, sending chat messages, and sending push notifications. Our teams are actively looking into these issues. We will provide you with updates on our progress as we gather more information. We sincerely apologize for the disruption. Should you have any inquiries regarding this matter, please feel free to reach out to us at support@staffbase.com.

We have identified the root cause, applied a solution, and released an update to restore all app functionality. We will keep monitoring the systems to ensure that the issue is completely resolved. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

We are continuing to investigate this issue.

Affected feature: Media, Chat, Commenting, Saving & Publishing posts. Some users may be experiencing issues uploading media files, sending chat messages, saving or publishing posts. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

Now that our investigation of the incident is complete, we would like to share more detailed information on what happened. **The summary from October, 10:** Customers experienced problems logging into and using the Staffbase E-mail web application due to high database load. The issue was resolved after manually clearing stuck processes and requests on the database. **What happened:** The problem was caused by heavy database usage during a period of high demand, combined with a recent update that triggered repeated resource-intensive processes. **Impact:** For about 3 hours and 45 minutes \(19:00–22:45 CEST\), the application was difficult to use, with login attempts failing and operations timing out. **Future Improvements:** We know how important it is for you that the platform is accessible at all times. Ensuring reliable performance is, therefore, our highest priority. We will focus on improving our monitoring to detect and fix similar issues faster in the future.

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

We have taken steps to resolve the issue with the Staffbase Email Web App, and are seeing improved performance. Users should be able to log in and use the member site as normal. We will continue to monitor the systems until we are sure the issue is fully resolved.

We have identified the root cause of the Staffbase Email Web App's degraded performance, and are taking steps in order to resolve the issue at this moment in time

Affected feature: Staffbase Email Some users may be experiencing longer than normal load times for various areas of the Web App, including Drafts and Sent Emails Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

Postmortem Now that our investigation of the incident is complete, we would like to share more detailed information on what happened. **The summary from October, 14:** We experienced an issue where customers using SSO were unable to log in. **What happened:**  The issue was caused by a recent update. The updated version introduced changes that were not compatible with our user profile logic. **Impact:** Customers with SSO configured were unable to access their accounts during the incident. **Future Improvements:** The immediate issue was resolved by rolling back the update. To prevent similar incidents in the future, we will explore implementing additional testing strategies for major dependency updates.

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

We are currently experiencing issues with our Single Sign-On (SSO) system that may prevent some users from logging in successfully. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

We have rolled back some changes to resolve the issue, and media files are showing up again. We will continue monitoring the systems until we are sure the problem is resolved.

Please know we are continuing to work hard to resolve the issue. The media handling is working again for now. However, we are still investigating the root cause and monitoring for a potential outage. Thank you for bearing with us.

Affected feature: Pages, News, and all Media related features Your media files might be loading periodically slow or might be unreachable. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

**Summary of the Issue** We have completed our investigation of the incident and would like to provide you with detailed information regarding the incident that occured on November 12 between 11:30 AM and 12:53 PM. During this period, users may have encountered slow response times or failing requests when trying to access the platform. **What happend** The increase in requests on the German server resulted in a degradation in backend performance, resulting in slower response times due to the high load. The issue has been resolved by increasing the backend capacity. **Impact** All users who were active during the designated timeframe may have encountered delays in response times or unsuccessful requests. **Future Improvements** We will continue to closely monitor the backend performance and make any necessary adjustments to prevent similar incidents from occurring in the future.

This incident has been resolved. We are sorry for the trouble this has caused. Please contact us at support@staffbase.com should you experience any further issues. We’re happy to help!

We are seeing an improvement in performance which is resulting in the Employee App and Front Door Intranet working without delays. We will continue to monitor the systems until we are sure the issue is fully resolved.

Affected feature: Employee App & Front Door Intranet Some customers may be experiencing slower/degraded performance in their Employee App & Front Door Intranet hosted on the German server. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

**Summary** As our investigation of the incident is complete, we would like to provide you with more detailed information about the incident that occurred on November 4 between 09:30 AM and 10:45 AM \(CET\). This prevented users from logging in via SSO into their Employee App & Front Door Intranet hosted on the German system. **What happened** A version update of the SSO microservice led to an increased collection of SSO metrics and overwhelmed the storage. This resulted in an out-of-memory error, causing the microservice to crash. Increasing the available memory and rolling back the SSO microservice to the previous stable version allowed SSO to work again. **Impact** Between 09:30 AM and 11:00 AM \(CET\), our customers reported issues when logging in via SSO into their Employee App & Front Door Intranet hosted on the German system. Users relying on SSO received a “no healthy upstream” error and were unable to access their environment. **Future improvements** We will implement additional checks and alerts for the SSO microservice. Thank you for your patience and understanding while we work to improve our services and prevent future incidents. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at [support@staffbase.com](mailto:support@staffbase.com).

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

We have identified the root cause and will now take steps to reenable the SSO login for all customers on the German system. We will update you as soon as the necessary changes take place. To check which system your application is hosted on, go to Studio > Settings > API Access and review the tag next to the title.

**Summary** As our investigation of the incident is complete, we would like to provide you with more detailed information about the incident that occurred on November 5, between 06:40 AM and 08:20 AM \(CET\), and prevented users from accessing their Employee App & Front Door Intranet hosted on the German system. **What happened** Due to a misconfiguration of a required service component, Staffbase’s autoscaling had been blocked. This led to our servers no longer being able to handle the increasing traffic during morning hours which in turn led to an outage of all apps on the German system. By adjusting the faulty configuration and implementing additional resilience measures, we were able to unblock the autoscaling mechanism and fully restore the availability. **Impact** Between 06:40 AM and 08:20 AM \(CET\), our customers reported issues when accessing their Employee App & Front Door Intranet hosted on the German system. All users could no longer log in and received a connectivity error message. Additionally, third-party services could not interact with customer’s instances during the incident. **Future improvements** We will implement additional checks for the operation of the affected service component and optimize the subsequent alerting to ensure that no more outages will occur due to potential misconfigurations. Thank you for your patience and understanding while we work to improve our services and prevent future incidents. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at [support@staffbase.com](mailto:support@staffbase.com).

The issue is resolved and all apps are reachable again. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

After the rollout of a fix, our teams are seeing improvements in app performance and believe customers should be able to use their apps and intranet again. We will continue to monitor the situation and update you shortly.

Our teams are investigating issues with apps on the German system that are no longer accessible and displaying a connectivity error instead. We will keep you updated on the progress as we learn more. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the interruption. In case you have any questions about this topic, please let us know at support@staffbase.com.

Now that our investigation of the incident is complete, we are in a position to provide you with more detailed information about what occurred. ‌ **Summary** Between October 9, 12:30 PM and 15:45 PM \(CEST\) certain users reported issues with various plugins, including the calendar plugin, forms plugin, custom plugins and the launchpad. These plugins displayed error messages and failed to load successfully. The issue affected both iOS and Android devices, but not the web version. ‌ **What happened** An update was released, which was intended to implement improvements, but unfortunately resulted in a previously undetected issue that prevented the plugins from functioning as intended. ‌ **Impact** Users attempting to open a plugin from the menu encountered an unresponsive menu item. An attempt to open a plugin from a different location resulted in the generation of an error message that effectively prevented further access to the plugins. ‌ **Future improvements** We will implement additional testing procedures to ensure we are able to flag such a wrong behaviour internally before a public release.

We have released an update to resolve the issue and all functions of the app have been restored. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

We have identified the root cause of the issue and will now take steps to fix it.

The Launchpad and several plugins, including forms and the calendar plugin, are currently not working in the native app. Some users will experience that opening plugins in the native app is currently not possible. Our teams are investigating the issue and working to resolve it as soon as possible. We will provide more information soon. You can see which system your app is hosted on by going to Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience. If you have any questions about this issue, please contact our support team at support@staffbase.com.

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

Our teams are seeing improvements to the system, and believe customers should be able to send emails without issue again. We will continue to monitor the situation and update you shortly. Please let support@staffbase know if you are still having issues.

Affected feature: Staffbase Email Some customers may be experiencing issues sending and receiving emails. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

**Summary** As our investigation of the incident is complete, we would like to provide you with more detailed information about the incident that occurred on September 19, 2024, between 13:40 CEST and 14:10 CEST. **What happened:** During a migration, all DNS entries for prod/de1 were accidentally deleted but restored within 10 minutes. **Impact:** During the incident period, users encountered an error message stating that the page was not accessible. Due to DNS caching on the client side, some users may have experienced issues for up to 30 minutes. **Future Improvements:** We know how important it is for you that the platform is accessible at all times. Ensuring reliable performance therefore is our highest priority. We will focus on improving our internal review processes and do our best to avoid such incidents in the future. For further inquiries or assistance, please feel free to contact us at [support@staffbase.com](mailto:support@staffbase.com).

This incident has been resolved and all apps are available again. We are sorry for the trouble this has caused. Please contact us at support@staffbase.com should you experience any further issues. We’re happy to help!

Affected feature: App/Intranet Customers with an app hosted on prod/de1 may be experiencing issues while accessing their apps. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

Affected Feature: Core API We are aware of reports from some customers experiencing longer loading times. Our investigation has confirmed that the issue is connected to ongoing service disruptions from our provider, Cloudflare. You can monitor Cloudflare’s status directly here: Cloudflare Status - https://www.cloudflarestatus.com/incidents/f116htkkp7hn We apologize for any inconvenience this may cause and appreciate your patience. For any further questions or concerns, please contact our support team at support@staffbase.com.

**Summary** As our investigation of the incident is complete, we would like to provide you with more detailed information about the incident that occurred on July 8, 2024, between 5:00 CET and 5:40 CET. **What happened:** We implemented a mechanism to check if all activated features for a customer app are applicable, which was not as performant as we anticipated from our tests. This caused the general performance to degrade, causing requests getting queued or not being processed. Our developer team could identify the root cause quickly and rolled out a fix right away, which restored the general performance.  **Impact:** During the incident period, users experienced delays in system responsiveness, with some unable to access the apps on momentarily. **Future Improvements:** We know how important it is for you that the platform is accessible at all times. Ensuring reliable performance is, therefore, our highest priority. We will focus on improving our internal review processes and do our best to avoid such incidents in the future. For further inquiries or assistance, please feel free to contact us at [support@staffbase.com](mailto:support@staffbase.com).

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

Administrators may notice that the Staffbase Studio is currently not responsive or taking longer times to load. We have identified the root cause and will now take steps to fix the issue.

**Summary:** As our investigation of the incident is complete, we would like to provide you with more detailed information about the incident that occurred between July 30th, 2024 at 18:50 CEST and July 31st, 2024 at 15:25 CEST. **What happened:** The incident was triggered by a sudden influx of e-mails being sent from our systems at the same time. This influx created a load which our system could not handle at this given time, which caused our service to automatically throttle the sending of emails. **Impact:** During the incident, sent e-mails were not being received by up to several hours. **Future Improvements:** Our team is proactively taking steps to expand our available IP addresses that can be used by our e-mail service For further inquiries or assistance, please feel free to contact us at [support@staffbase.com](mailto:support@staffbase.com).

This incident has been resolved.

We have identified the root cause of the issue and have implemented a fix. E-mails have been confirmed to be sent and delivered within expected service levels. We will be continuing to monitor this issue to ensure there is no further degradation.

At the start of this incident, it was identified that e-mails were not being delivered to recipients. After further investigation, it was discovered that emails are being received, albeit with major delays. We have identified that this service interruption was due to throttling, and are working diligently to return service levels back to normal.

Affected feature: Staffbase Email Some customers may be experiencing issues receiving emails. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

We have implemented a fix for the problem and the news editor is working as intended again. If blank lines, which are not intended, have been created during the incident, you can remove them in the editor. We will continue to monitor the systems until we are sure the issue is fully resolved.

Affected feature: News Articles, German and US System Some editors may be experiencing duplicated and incorrectly displayed line breaks in news. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

The fix for the beta feature is fully implemented and the analytics for newly assigned campaigns and posts added to campaigns are displayed again. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

Some customers might experience missing analytics for newly assigned campaigns or posts added to campaigns caused by an error in the current calculation for campaign metrics. We have identified the root cause and are in the process of rolling out the fix. Once this is live, all the updated numbers will be available. We will post an update once the fix is fully implemented.

This incident has been resolved and embedding Forms with the Plugin Widget is working again. We are sorry for the trouble this may has caused. Please contact us at support@staffbase.com should you experience any further issues. We’re happy to help!

We have identified the root cause of the issue and are currently working on implementing a solution to resolve it.

Affected feature: Embedding Forms with the Plugin Widget Customers are experiencing that embedding a form on a page with the plugin widget doesn't work and an error message is displayed instead. It is still possible to access forms directly or linking to them instead of embedding. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.

This incident has been resolved. We are sorry for the trouble this has caused. Please contact us at support@staffbase.com should you experience any further issues. We’re happy to help!

We are pleased to inform you that our teams have made substantial progress in enhancing the performance of the server. As a result, we anticipate that customers should now be able to use their apps without encountering issues. We will continue to closely monitor the situation to ensure sustained improvements and will provide you with further updates as soon as possible.

Affected feature: Core API Some customers may experience extended loading times. Our teams are actively investigating this issue and are committed to resolving it promptly. More details will be shared shortly. To identify the system where your application is hosted, you can navigate to Studio > Settings > API Access and verify the tag displayed next to the title. We apologize for any inconvenience this may have caused. If you have any inquiries regarding this matter, please don't hesitate to contact our support team at support@staffbase.com.

Now that our investigation of the incident is complete, we would like to provide you with more detailed information about what occurred. **Summary of the issue:** Between June 20th, 01:34 PM and 03:07 PM \(CEST\), certain customers reported encountering 500 internal errors when trying to access custom third-party plugins without credentials. **What happened:** An update intended to bring improvements triggered an issue that not occurred in our pre-release tests, causing the third-party widgets to become inaccessible. **Impact:** Users attempting to open a plugin without proper credentials encountered a non-descriptive server response, rendering these plugins inaccessible. **Future improvements:** To prevent similar incidents in the future, we will ensure to conduct additional internal test setups for new features related to custom plugins. We appreciate your understanding and patience while we continue to improve our systems. If you have any questions or concerns, please don’t hesitate to reach out to our support team at support@staffbase.com.

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still having any problems. We’re happy to help!

We’ve implemented a solution, so that accessing the custom plugins is possible again. Rest assured, we’ll continue monitoring the systems until we’re certain that everything is back to normal.

We are currently looking into the issues related to the functionality of custom plugins. We will provide you with updates on our findings as we make progress. We regret any inconvenience this may have caused. If you have any queries regarding this matter, please feel free to reach out to us at support@staffbase.com.

The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at support@staffbase.com in case you're still experiencing any issues. We’re happy to help!

We have identified the root cause and implemented a solution that should address the issue and allow push notifications to be delivered. We will monitor the systems to ensure that the issue is fully resolved.

Affected feature: Push notifications Some customers may be experiencing issues with receiving push notifications. Our teams are investigating and will work to resolve this as fast as we can. We will share more information soon. We apologize for the inconvenience. If you have any questions regarding this topic, please reach out to our support at support@staffbase.com.