Pulse Software - Notice history

A hotfix has been deployed and all services are now restored. Our team is currently validating system health and will be retriggering any failed workflows as soon as possible.

We will continue to monitor closely and provide a final update once validation is complete. Thank you for your patience throughout this incident.

We have identified the cause of the ongoing service disruption: an expired TLS certificate is causing connection failures across our services. Our engineering team is working to rotate the certificate and restore service.

Escalation update: the workflow failures reported earlier have expanded — we are now seeing impact across all microservices. We are currently experiencing a major service disruption affecting all of our major services. The issue has been identified as related to SSL certificate validation, and our engineering team is actively working on a fix.

Customers may experience failures or degraded performance across the platform during this period.

Earlier today, all our sites became temporarily unavailable due to a faulty infrastructure resource that impacted some of our core services. The issue has been resolved and all sites are now operating normally.

Impact

During the affected window, customers were unable to access our sites as core services were disrupted by the faulty infrastructure resource.

Root Cause

One of our infrastructure resources became faulty, which impacted several core services that our sites depend on, resulting in the outage.

Resolution

Our team identified the faulty resource and remediated it as quickly as possible. Core services were restored and all sites are back online and operating normally.

Next Steps

We are conducting a full review of the faulty resource and the dependent services to understand why this caused a site-wide impact and will implement safeguards to improve resilience and prevent recurrence.

We sincerely apologize for the disruption and appreciate your patience while we worked to restore service.

We added additional capacity to our email service, which cleared the backlog instantly. Notifications resumed triggering normally. We are also adding monitoring and autoscaling improvements to prevent this from happening again. No action is required on your part

We sincerely apologize for any inconvenience this may have caused. If you have any concerns, please reach out to our support team.

Due to heavy load on our email service, notifications queued up and were not delivered as expected during this window

What happened

A configuration issue in our email delivery system caused a subset of notifications to be rejected rather than delivered during 1:00 PM on April 23rd and 11:00 AM on April 24th.

What we've done

Our team identified the root cause and restored normal delivery on April 24th at 11:00 AM. Email notifications are now operating as expected.

What's next

We are in the process of retriggering the notifications that were missed during 1:00 PM on April 23rd and 11:00 AM on April 24th, so you should receive any pending notifications shortly. No action is required on your part.

We sincerely apologise for any inconvenience this may have caused and appreciate your patience while we worked to resolve it. If you have any concerns, please reach out to our support team.