Störungsverlauf von Actionstep

1. 28. August 2026 um 00:17 UTCinvestigating

   Wir sind uns bewusst, dass einige Benutzer 500 Fehler in verschiedenen Teilen des Systems auftreten. Dieses Problem betrifft eine Teilmenge von Kunden auf einem einzigen Server. Unser Engineering-Team untersucht aktiv und wir werden ein Update bereitstellen, sobald wir weitere Informationen haben.

2. 28. August 2026 um 01:09 UTCidentified

   Wir sind uns bewusst, dass unsere Server erneut auf ein Problem gestoßen sind und einige Benutzer möglicherweise Störungen erfahren. Unser Team arbeitet daran, die volle Funktionalität wiederherzustellen, und wir werden Updates bereitstellen, sobald mehr Informationen verfügbar sind. Wir entschuldigen uns für die damit verbundenen Unannehmlichkeiten.

3. 28. August 2026 um 03:54 UTCmonitoring

   Ein Fix wurde implementiert, und wir überwachen weiterhin die Systemleistung, um die Stabilität zu gewährleisten. Wir werden diese Seite aktualisieren, sobald wir sicher sind, dass das Problem vollständig gelöst ist.

4. 28. August 2026 um 04:18 UTCresolved

   Dieses Problem wurde nun behoben, und unser Engineering-Team hat bestätigt, dass die Actionstep Practice Management-Plattform jetzt wieder stabil und voll funktionsfähig ist.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 27. August 2026 um 23:30 UTCinvestigating

   Wir schreiben Ihnen, um Sie darüber zu informieren, dass unser Team Kenntnis von einem Ausfall des Actionstep Practice Management-Systems hat, das am 28/08/2026 11:10 Uhr NZT begann. Dieses Problem ist auf einen einzelnen Server beschränkt, der einen Teil unserer Kunden betrifft. Benutzer stoßen auf 500 Fehler in verschiedenen Teilen des Systems. Unser Team Engineering Team untersucht dies bereits als oberste Priorität und wird daran arbeiten, das System dringend wieder voll funktionsfähig zu machen. Wir werden regelmäßig mit Ihnen über den Fortschritt dieser Arbeit kommunizieren, um sicherzustellen, dass Sie so schnell wie möglich wieder online sind. In der Zwischenzeit ist unser Support-Team über die Einreichung von Tickets unter https://support.actionstep.com verfügbar, wenn Sie Unterstützung benötigen.

2. 27. August 2026 um 23:37 UTCmonitoring

   Ein Fix wurde implementiert und wir überwachen die Ergebnisse.

3. 27. August 2026 um 23:45 UTCresolved

   Die Probleme, die die Actionstep Practice Management Plattform betreffen, sind nun gelöst. Das Engineering-Team bestätigte, dass die Dienste nun voll funktionsfähig sind. Wir entschuldigen uns für alle Unannehmlichkeiten, die dadurch entstanden sind.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 27. August 2026 um 02:57 UTCinvestigating

   Wir schreiben Ihnen, um Sie darüber zu informieren, dass unser Team Kenntnis von einem Ausfall des Actionstep Practice Management-Systems hat, das am 27.08.2026 12:50 Uhr AEST begann. Insbesondere ist dieses Problem auf einen einzelnen Server beschränkt, der einen Teil unserer Kunden betrifft. Fehler reichen von der Langsamkeit der Plattform bis zu 500 Fehlern in verschiedenen Teilen des Systems. Unser Team untersucht dies als oberste Priorität und wird daran arbeiten, das System dringend wieder voll funktionsfähig zu machen. Wir werden regelmäßig mit Ihnen über den Fortschritt dieser Arbeit kommunizieren, um sicherzustellen, dass Sie so schnell wie möglich wieder online sind. In der Zwischenzeit ist unser Support-Team über die Einreichung von Tickets unter https://support.actionstep.com verfügbar, wenn Sie Unterstützung benötigen. In Bezug auf Actionstep Support Team

2. 27. August 2026 um 03:09 UTCmonitoring

   Das Problem wurde identifiziert, und wir überwachen das System, da der betroffene Server nun wieder auf ein normales Leistungsniveau zurückkehrt.

3. 27. August 2026 um 03:13 UTCresolved

   Die Probleme, die sich auf die Actionstep Practice Management-Plattform auswirken, wurden nun behoben, und unsere technischen Teams haben bestätigt, dass alle Dienste jetzt voll funktionsfähig sind. Wir möchten uns für etwaige Unannehmlichkeiten entschuldigen, die dadurch entstanden sind. In Bezug auf Das Actionstep Team

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 10. August 2026 um 12:47 UTCinvestigating

   Our team is investigating reports of access issues with Actionstep. This is a priority and will work to restore the system to normal operations urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by reach out to us by way of ticket submission at https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. 10. August 2026 um 13:11 UTCresolved

   This incident has been resolved.

3. 10. August 2026 um 13:16 UTCpostmortem

   **Resolved** - Between 00:15–01:00 NZST, some Actionstep users were unable to log in to the website. The issue affected users on UK servers, particularly eu-west-1.actionstep.com. Impact: Login access only. No customer data was affected. Cause: Currently investigating Working Solution: Clearing cookies and cache or restarting your machine has shown to resolve the issue. For further help, log a ticket at [https://support.actionstep.com](https://support.actionstep.com/)

1. 30. Juli 2026 um 14:23 UTCresolved

   Zwischen 19:39 und 22:00 Uhr NZST konnten sich einige Actionstep-Benutzer nicht auf der Website anmelden. Das Problem betraf Benutzer bestimmter ISPs, insbesondere Virgin Media. Auswirkung: Nur Login-Zugriff. Es wurden keine Kundendaten betroffen oder bewegt. Ursache: Wahrscheinliche Netzwerk- oder Routing-Änderungen bei den betroffenen ISPs, die den Zugriff auf die Aktionsschritt-Anmeldeseite beeinträchtigen. Betroffene Kunden sollten sich an ihren ISP wenden, um nach den jüngsten Änderungen zu suchen. Klärung des Datenstandorts: In AP Southeast 2 werden keine Kundendaten gespeichert. Diese Region dient nur der Login-Seite. Sobald Sie Ihre Systemkachel ausgewählt haben, werden Sie zu dem Rechenzentrum weitergeleitet, in dem sich Ihr System tatsächlich befindet (UK-Region für britische Kunden). Ihre Daten wurden nicht verschoben und bleiben in Ihrer angegebenen Region gespeichert. Workaround: Wenn Sie immer noch betroffen sind, verwenden Sie einen mobilen Hotspot, um die Anmeldeseite zu erreichen und sich anzumelden, und wechseln Sie nach der Anmeldung zu Ihrem normalen WLAN. Für weitere Hilfe melden Sie sich ein Ticket unter https://support.actionstep.com an

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 30. Juli 2026 um 07:39 UTCinvestigating

   Wir untersuchen derzeit dieses Problem.

2. 30. Juli 2026 um 07:57 UTCidentified

   Die Untersuchung hat bestätigt, dass dieses Konnektivitätsproblem nicht durch die Actionstep-Plattform verursacht wird, sondern stattdessen mit bestimmten Internetdienstanbietern, insbesondere Virgin Media, verbunden ist. Wir empfehlen, Ihren ISP zu kontaktieren, um nach aktuellen Netzwerk- oder Routingänderungen zu suchen, die den Zugriff auf die Aktionstep-Anmeldeseite beeinträchtigen könnten. Keine Ihrer Actionstep-Daten wird in der Region ap-südost-2 gespeichert, nur die Anmeldeseite wird von dort aus bedient. Sobald Sie auf Ihr Systemkachel klicken, werden Sie zu dem Rechenzentrum weitergeleitet, in dem sich Ihr System tatsächlich befindet (für britische Kunden ist dies die Region Großbritannien). Ihre Daten wurden nicht verschoben und werden nicht außerhalb Ihrer angegebenen Region gespeichert. Als temporärer Workaround können Sie einen mobilen Hotspot verwenden, um auf die Anmeldeseite zuzugreifen und sich anzumelden, und dann wieder zu Ihrem normalen WLAN wechseln, um weiter zu arbeiten, sobald Sie angemeldet sind. Wenn Sie weitere Hilfe benötigen, ist unser Support-Team per Ticket unter https://support.actionstep.com verfügbar.

3. 30. Juli 2026 um 08:08 UTCmonitoring

   Die Untersuchung hat bestätigt, dass dieses Konnektivitätsproblem nicht durch die Actionstep-Plattform verursacht wird, sondern stattdessen mit bestimmten Internetdienstanbietern, insbesondere Virgin Media, verbunden ist. Wir empfehlen, Ihren ISP zu kontaktieren, um nach aktuellen Netzwerk- oder Routingänderungen zu suchen, die den Zugriff auf die Aktionstep-Anmeldeseite beeinträchtigen könnten. Keine Ihrer Actionstep-Daten wird in der Region ap-südost-2 gespeichert, nur die Anmeldeseite wird von dort aus bedient. Sobald Sie auf Ihr Systemkachel klicken, werden Sie zu dem Rechenzentrum weitergeleitet, in dem sich Ihr System tatsächlich befindet (für britische Kunden ist dies die Region Großbritannien). Ihre Daten wurden nicht verschoben und werden nicht außerhalb Ihrer angegebenen Region gespeichert. Als temporärer Workaround können Sie einen mobilen Hotspot verwenden, um auf die Anmeldeseite zuzugreifen und sich anzumelden, und dann wieder zu Ihrem normalen WLAN wechseln, um weiter zu arbeiten, sobald Sie angemeldet sind. Wenn Sie weitere Hilfe benötigen, ist unser Support-Team per Ticket unter https://support.actionstep.com verfügbar

4. 30. Juli 2026 um 09:06 UTCmonitoring

   Folgen Sie dem Login-Verbindungsproblem. Die Untersuchung bestätigt, dass dies kein Problem mit der Actionstep-Plattform ist. Es ist mit bestimmten isps verbunden, insbesondere virgin media. Bitte kontaktieren Sie Ihren ISP, um nach aktuellen Netzwerk- oder Routingänderungen zu suchen, die den Zugriff auf die Aktionstep-Anmeldeseite beeinflussen. Keine Ihrer Daten wird in ap southeast 2 gespeichert. Nur die Login-Seite wird von dort aus bedient. Sobald Sie auf Ihr Systemkachel klicken, werden Sie zu dem Rechenzentrum weitergeleitet, in dem sich Ihr System tatsächlich befindet, was für britische Kunden die Region Großbritannien ist. Ihre Daten wurden nicht verschoben und werden nicht außerhalb Ihrer angegebenen Region gespeichert. Temporäre Problemumgehung: Verwenden Sie einen mobilen Hotspot, um die Anmeldeseite zu erreichen und sich anzumelden, und wechseln Sie dann nach der Anmeldung zu Ihrem normalen WLAN. Wenn Sie weitere Hilfe benötigen, ist unser Support-Team per Ticket unter https://support.actionstep.com verfügbar

5. 30. Juli 2026 um 09:44 UTCmonitoring

   Folgen Sie dem Login-Konnektivitätsproblem. Unsere Untersuchung bestätigt, dass dies kein Problem mit der Actionstep-Plattform ist. Es ist mit bestimmten isps verbunden, insbesondere virgin media. Bitte kontaktieren Sie Ihren ISP, um nach aktuellen Netzwerk- oder Routingänderungen zu suchen, die den Zugriff auf die Aktionstep-Anmeldeseite beeinflussen. Zum Datenstandort: Keine Ihrer Daten wird in AP Southeast 2 gespeichert. Nur die Login-Seite wird von dort aus bedient. Sobald Sie Ihre Systemkachel ausgewählt haben, werden Sie zu dem Rechenzentrum weitergeleitet, in dem sich Ihr System tatsächlich befindet, was für britische Kunden die Region Großbritannien ist. Ihre Daten wurden nicht verschoben und werden nicht außerhalb Ihrer angegebenen Region gespeichert. Temporäre Problemumgehung: Verwenden Sie einen mobilen Hotspot, um die Anmeldeseite zu erreichen und sich anzumelden, und wechseln Sie dann nach der Anmeldung zu Ihrem normalen WLAN. Wenn Sie weitere Hilfe benötigen, ist unser Support-Team per Ticket unter https://support.actionstep.com verfügbar

6. 30. Juli 2026 um 10:02 UTCresolved

   Follow-up, um dies zu bestätigen, ist gelöst. Unsere untersuchung verfolgte das problem der anmeldeverbindung zu bestimmten isps, insbesondere virgin media, und bestätigte, dass es sich nicht um ein actionstep-plattformproblem handelt. Wenn Sie dies erneut erleben, wenden Sie sich bitte an Ihren ISP, um nach Netzwerk- oder Routingänderungen zu suchen, die den Zugriff auf die Actionstep-Anmeldeseite beeinflussen. Zum Datenstandort: Keine Ihrer Daten wird in AP Southeast 2 gespeichert. Von dort aus wird nur die Anmeldeseite bedient, und sobald Sie Ihre Systemkachel ausgewählt haben, werden Sie zu dem Rechenzentrum weitergeleitet, in dem sich Ihr System tatsächlich befindet, was für britische Kunden die Region Großbritannien ist. Ihre Daten wurden nicht verschoben und werden nicht außerhalb Ihrer angegebenen Region gespeichert. Wir schließen dieses Ticket wie beschlossen. Wenn etwas auftaucht, erreichen Sie uns per Ticket unter https://support.actionstep.com.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 3. Juni 2026 um 01:38 UTCinvestigating

   We are aware that some users are currently experiencing issues with the Actionstep Gmail Add-on and logging into the Actionstep Mobile App using their Google/Gmail account. We believe this may be related to a recent Google Workspace outage that affected multiple Google products. While Google has since resolved their incident (https://www.google.com/appsstatus/dashboard/incidents/vagmms1y6yRxwg6RMQZp), we are continuing to investigate and monitor the impact on Actionstep's side. Our team is investigating this as a priority and will work to restore the system functions to operate normally. We will provide further updates as our investigation progresses. Regards, Actionstep Support Team

2. 4. Juni 2026 um 00:31 UTCresolved

   We are communicating to provide further information on the issues that affected the Actionstep Gmail Add-on platform which started the 1st of June, 2026 and confirm that the issue is now resolved. What happened: The Gmail Add-on was running on the deprecated Google Apps Script Rhino runtime. Google ended support for the Rhino runtime, which caused the add-on to fail before any app logic could execute. What we did: Our team migrated the Apps Script project to the V8 runtime, created a new deployment version, and redeployed the Gmail Add-on. The add-on is now fully operational. What we're doing to prevent this: We have reviewed our runtime dependencies to ensure we are not relying on deprecated infrastructure going forward. We apologise for any disruption this caused and thank you for your patience. Regards, Actionstep Support Team

1. 22. Mai 2026 um 01:25 UTCidentified

   Our team has identified an issue with our APIs causing slowness and intermittent 500 errors for some users. Our engineering team is actively investigating the root cause and working toward a resolution. We will provide updates regularly until service is fully restored. Regards, Actionstep Support Team

2. 22. Mai 2026 um 04:18 UTCidentified

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

3. 22. Mai 2026 um 06:22 UTCresolved

   The root cause of this issue has now been resolved. If you are still experiencing performance degradation and seeing 500 errors, please reach out to [email protected].

1. 10. Mai 2026 um 23:53 UTCmonitoring

   We are aware that some users may be experiencing difficulties accessing Xero. This is due to an ongoing incident on Xero's platform, which is unrelated to Actionstep system but may affect some features. According to Xero's status page, their team has been working through a series of incidents stemming from a third-party hardware issue with AWS that impacted their platform. A fix has been implemented and Xero has reported that the platform is now stable, however a small number of customers may still be experiencing intermittent issues navigating Xero. What this means for you: If you rely on Xero for accounting or financial data, you may experience delays or errors when accessing the platform. Our systems are operating normally and are not the cause of this disruption. What we're doing: We are monitoring Xero's status page closely and will update this notice if the situation changes. What you can do: - Check Xero's status page for real-time updates - https://status.xero.com/ - Contact Xero Support via Xero Central if you need direct assistance - https://central.xero.com/ We apologise for any inconvenience this may cause and appreciate your patience while Xero works to fully restore service.

2. 11. Mai 2026 um 00:50 UTCresolved

   Xero has resolved the issue impacting customers. Xero is now stable and customers should be able to use the platform normally.

1. 16. März 2026 um 20:42 UTCidentified

   We are writing to inform that our team is aware of the system outage that began on 17/03/2026, 9:15am NZT. Our team is investigating this as the top priority and will work to restore the system to full functionality urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. 16. März 2026 um 20:52 UTCmonitoring

   A fix for this issue being implemented and we are monitoring our app servers

3. 16. März 2026 um 21:00 UTCresolved

   We are communicating to provide further information on the outage that affected the Actionstep platform and confirm that the issue is now resolved. This outage started from 9:15am NZT, and prevented user access to the system. Some customers who managed to log in experienced error messages and periods of instability and slowness. It is important to confirm that no data was lost, and the issue related to access to platform only. Our team investigated the issue as the sole priority and released an urgent fix at 9:51am NZT which restored platform access and brought system performance back to normal levels. The Actionstep team appreciate the impact that this outage may have had on your business, and we want to reiterate our commitment to improving the experience of all customers who use the platform. We have identified the root cause of the issue and implemented steps to prevent it from occurring again in future. Regards, Actionstep Support Team

1. 11. März 2026 um 05:07 UTCidentified

   We are currently experiencing an outage affecting the Actionstep Staging system that began on 11/03/2026, 3:44nzt. Our team is investigating this as the top priority and will work to restore the system to full functionality urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. 11. März 2026 um 08:04 UTCresolved

   This incident has been resolved. Staging systems are now accessible and back online.

1. 22. Januar 2026 um 20:26 UTCmonitoring

   We are aware of a widespread outage affecting Microsoft 365 services that is currently impacting users who rely on Microsoft Authenticator for multi-factor authentication (MFA) when signing in to Actionstep Practice Management and Legal Accounting. As a result of this issue, some users may be unable to complete MFA challenges and sign in successfully. This outage is originating from Microsoft and is outside of Actionstep’s control. Microsoft has acknowledged the issue and is actively investigating. You can view the official Microsoft service status updates here: Microsoft Service Status page: https://status.cloud.microsoft/ What you can expect: - Actionstep services themselves remain operational - Login failures are limited to MFA flows using Microsoft Authenticator We are actively monitoring the situation and will provide updates as more information becomes available We appreciate your patience and will update this page as soon as Microsoft confirms progress or resolution.

2. 22. Januar 2026 um 20:29 UTCmonitoring

   We are continuing to monitor. You can view the current status here: Microsoft Service Status page: https://status.cloud.microsoft/

3. 22. Januar 2026 um 21:49 UTCmonitoring

   We are continuing to monitor Microsoft's status as the issue continues. You can find a direct link to Microsoft's status page here: https://status.cloud.microsoft/

4. 22. Januar 2026 um 22:45 UTCmonitoring

   We’re continuing to monitor Microsoft’s status as the issue persists. You can view Microsoft’s status page directly here: https://status.cloud.microsoft/

5. 23. Januar 2026 um 00:04 UTCmonitoring

   Microsoft has identified the source of the issue, we are continuing to monitor. Microsoft's most recent status update is below: Current status: We're carefully rebalancing traffic across all affected infrastructure in the region, while monitoring the corresponding health telemetry, to ensure the environment enters into a balanced state as our remediation efforts continue. We’re proceeding as quickly as possible and this incremental approach will also help us identify whether any additional actions may be required to ensure longstanding recovery. Scope of impact: Any users served through an affected section of service infrastructure in the North America region may be intermittently impacted. Root cause: A portion of dependent service infrastructure in the North America region isn't processing traffic as expected. You can view the Microsoft status page here: https://status.cloud.microsoft/

6. 23. Januar 2026 um 04:18 UTCmonitoring

   While Actionstep Practice Management is not impacted by this Microsoft issue. We are still monitoring Microsoft's status as their issue continues. Current status from Microsoft: We’re continuing to see steady improvements in service availability for Exchange Online and Microsoft Teams and our broader recovery efforts remain actively underway. Engineers are further refining load balancing measures to accelerate recovery and are methodically addressing the remaining impacted services. You can find a direct link to Microsoft's status page here: https://status.cloud.microsoft/

7. 23. Januar 2026 um 06:41 UTCresolved

   We are pleased to report that Microsoft have resolved the issues that were impacting users who rely on Microsoft Authenticator for multi-factor authentication (MFA) when signing in to Actionstep Practice Management and Legal Accounting. Thank you for your patience during this Microsoft service outage.

1. 5. Dezember 2025 um 14:39 UTCinvestigating

   We are informing you that our team is aware of a connectivity issue affecting the Actionstep system for some users on the Sky internet service provider, beginning on 04/12/2025 at 2:30 pm GMT. Users impacted by this issue may see a “Can't reach this page” message when attempting to access the login page. Our team is actively working with affected customers to identify the underlying cause, but we also recommend contacting your internet service provider for more information if any changes were made. As a temporary workaround, you can use your mobile phone as a Wi Fi hotspot to connect and access the system. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. 5. Dezember 2025 um 14:42 UTCinvestigating

   We are providing an update on the connectivity issue affecting the Actionstep system for some users on the Sky internet service provider, which began on 04/12/2025 at 2:30 pm GMT. Impacted users may continue to see a “Can’t reach this page” message when attempting to access the login page. At this stage, we still believe the issue is related to Sky’s network. We have seen cases where restarting the router and ensuring the web browser (such as Chrome) is fully up to date has resolved the problem for some customers.

3. 5. Dezember 2025 um 14:43 UTCinvestigating

   We are continuing to work closely with affected customers to gather more information. If you are still seeing the “Can’t reach this page” message, we recommend contacting your internet service provider to check whether any recent changes have been made. As a temporary workaround, you can connect via your mobile phone’s Wi Fi hotspot to access the system.

4. 5. Dezember 2025 um 15:43 UTCresolved

   The investigation has confirmed that this connectivity problem is not being caused by the Actionstep platform, but is instead linked to certain internet service providers, particularly Sky Broadband. We recommend contacting your ISP to check for any recent network or routing changes that could be affecting access to the Actionstep login page. You may also find more details in this Sky Community thread, which covers problems reaching sites hosted in the AWS ap-southeast-2 region: https://helpforum.sky.com/t5/Broadband/Certain-web-addresses-fail-to-load/td-p/5159647. Our login page is hosted in ap-southeast-2, and these connections are currently timing out primarily for Sky Broadband customers. None of your Actionstep data is stored in the ap-southeast-2 region, only the login page is served from there. As soon as you click your system tile, you are redirected to the data centre where your system actually resides (for UK customers, this is the UK region). Your data has not moved and is not being stored outside your designated region. As a temporary workaround, you can use a mobile hotspot to access the login page and sign in, then switch back to your normal Wi‑Fi to continue working once you are logged in. If you need any further help, our support team is available via ticket at https://support.actionstep.com.

5. 9. Dezember 2025 um 14:37 UTCpostmortem

   **Post-Incident Summary:** United Kingdom – External Connectivity Issue – December 4, 2025 **Incident Overview** On December 4, 2025, some customers in the United Kingdom – primarily those using Sky Broadband – experienced difficulty accessing the Actionstep login page. This login page \(also known as the Launchpad\) is hosted in the ap-southeast-2 region; however, no customer data for UK systems is stored or processed in this region. Once a user selects their system, they are directed to the appropriate UK/region-specific server where their data resides. Our investigation confirmed that this incident was caused entirely by a Sky ISP routing/connectivity issue preventing requests from reaching a wide variety of services hosted in ap-southeast-2. Actionstep also contacted AWS, who confirmed we were one of hundreds of services affected by the Sky outage. There was no issue with the Actionstep platform, AWS infrastructure, or our regional hosting. The issue began at approximately 2:30 pm GMT on December 4, 2025, and normal access was fully restored by December 9, 2025 **Impact** Customers in the UK using Sky Broadband were intermittently or completely unable to reach the Actionstep login page due to Sky’s network routing issue. Customers using other ISPs, or those switching to an alternative connection such as mobile data, were able to access Actionstep normally. At all times, the Actionstep platform itself remained operational. **Resolution** Once Sky resolved their connectivity issue, normal access to the Actionstep login page was restored. Throughout the incident, Actionstep systems continued to perform normally, and users connecting from unaffected networks experienced no disruption. **Next Steps** No Actionstep changes are required, as the root cause was external to our systems and infrastructure. If customers encounter similar symptoms in the future, we recommend testing an alternative connection \(such as a mobile hotspot\) and contacting their ISP to confirm whether a localised network issue is occurring. **Acknowledgement** We recognise that this caused inconvenience for affected customers and appreciate everyone’s patience while Sky resolved their network routing issue. Ensuring reliable access to Actionstep remains our priority.

1. 11. November 2025 um 16:20 UTCinvestigating

   Our team is aware of a performance issue Bad Gateway error, when navigating through the Actionstep system. Specifically, these performance issues are affecting US-West-2 Our team is investigating this as a priority and will work to restore the system to normal operations urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. 11. November 2025 um 16:22 UTCidentified

   Our team has identified an issue with a Bad Gateway error when logging into Actionstep Our team is investigating this as a priority and will work to restore the system to normal operations urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by reach out to us by way of ticket submission at https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

3. 11. November 2025 um 16:30 UTCresolved

   We are communicating to provide further information on the outage that affected the Actionstep system on 11/11/2025 and confirm that the issue is now resolved. This outage started at 8:30 am EST and prevented user access to the system. Some customers who managed to log in experienced error messages and periods of instability and slowness. It is important to confirm that no data was lost, and the issue is related to platform performance only. Our team investigated the issue as the sole priority and released an urgent fix at 11:20 am EST, which restored platform access and brought system performance back to normal levels. The Actionstep team appreciates the impact that this outage may have had on your business, and we want to reiterate our commitment to improving the experience of all customers who use the platform. We have identified the root cause of the issue and implemented steps to prevent it from occurring again in the future. Regards, Actionstep Support Team

1. 6. November 2025 um 15:58 UTCinvestigating

   Users with Actionstep Payments may see a 403 Forbidden error when attempting to use the feature. We are currently investigating the cause.

2. 6. November 2025 um 16:22 UTCresolved

   Actionstep Payments should now be available for all users. Thank you for your patience.

3. 6. November 2025 um 21:36 UTCpostmortem

   **Post-Incident Summary: US – Actionstep Payments Outage – October 17, 2024** ### Incident Overview On October 17, 2024, Actionstep experienced a service outage affecting the Actionstep Payments platform in the US. A configuration update inadvertently restricted access to a required system resource, which caused payment processing and related services to become temporarily unavailable. ### Impact US-based customers were unable to process payments or access related payment features for approximately one hour. ### Resolution The engineering team identified the configuration issue, restored access to the affected resource, and confirmed that all payment services were operating normally. Service was fully restored once functionality was verified across multiple customer accounts. ### Next Steps We are strengthening our change control and rollout processes to ensure configuration updates are thoroughly tested and deployed safely, with improved monitoring and communication to detect and address issues more quickly. ### Acknowledgement We sincerely apologize for the disruption this caused to our US customers. Maintaining reliable and uninterrupted access to Actionstep Payments remains a priority.

1. 6. November 2025 um 09:03 UTCinvestigating

   We are writing to inform you that our team is aware of an outage affecting the Actionstep system that began on 06/11/2025 08:45 am GMT. Our team is investigating this as the top priority and will work to restore the system to full functionality urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. 6. November 2025 um 09:15 UTCidentified

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

3. 6. November 2025 um 09:18 UTCmonitoring

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

4. 6. November 2025 um 09:26 UTCresolved

   We are communicating to provide further information on the outage that affected the Actionstep platform on 06/11/2025 and confirm that the issue is now resolved. This outage started at 8:45 am GMT and prevented user access to the system. It is important to confirm that no data was lost, and the issue is related to platform performance only. Our team investigated the issue as the sole priority and released an urgent fix at 9:10 am GMT, which restored platform access and brought system performance back to normal levels. The Actionstep team appreciates the impact that this outage may have had on your business, and we want to reiterate our commitment to improving the experience of all customers who use the platform. We have identified the root cause of the issue and implemented steps to prevent it from occurring again in the future. Regards, Actionstep Support Team

5. 6. November 2025 um 21:35 UTCpostmortem

   **Post-Incident Summary: EU-West-1 \(UK\) – System Outage – October 17, 2024** ### Incident Overview On October 17, 2024, Actionstep experienced a service outage affecting customers in the UK region \(EU-West-1\). A configuration update inadvertently restricted access to a required system resource, which caused login failures and prevented users from accessing the platform. ### Impact All UK-based customers were unable to log in or use Actionstep for about one hour. Internal testing environments in the same region were also affected. ### Resolution The engineering team identified the configuration issue, restored access to the affected resource, and confirmed that all systems were operating normally. Service was fully restored once access was verified across multiple customer accounts. ### Next Steps We are improving our change control and rollout processes to ensure configuration updates are tested and deployed safely, with enhanced communication and monitoring to detect issues earlier. ### Acknowledgement We sincerely apologize for the disruption this caused to our UK customers. Ensuring consistent access and reliability remains our highest priority.

1. 29. Oktober 2025 um 16:50 UTCidentified

   Microsoft is currently experiencing a service degradation affecting multiple Microsoft 365 services, including Exchange Online, Microsoft 365 Suite, Microsoft Intune, and Microsoft Purview. As a result, Actionstep functionality that relies on Office 365 services is impacted, including but not limited to: The Outlook Add-in Office OneDrive integrations Impact: Users may experience issues accessing these features or see delays when performing Office 365-related operations within Actionstep. Microsoft’s Current Status (as of 10:36 AM MDT): Microsoft is rerouting affected traffic to alternate healthy infrastructure as a near-term mitigation while continuing to investigate the root cause. We’ll continue monitoring Microsoft’s progress and will provide updates as more information becomes available.

2. 29. Oktober 2025 um 17:40 UTCidentified

   Microsoft has confirmed that the current outage stems from an issue with Azure Front Door (AFD), beginning at approximately 16:00 UTC. The incident is affecting the availability of multiple Microsoft 365 and Azure services. As a result, Actionstep functionality that depends on Microsoft 365 services continues to be impacted, including but not limited to: The Outlook Add-in Office OneDrive integrations Microsoft’s Current Status (as of 17:18 UTC / 11:18 AM MDT): Microsoft has identified an inadvertent configuration change as the likely cause of the issue. They are currently: Blocking all further configuration changes to Azure Front Door Rolling back to the last known good configuration state Failing the management portal away from AFD to restore access Customers should now be able to access the Azure Management Portal directly. Microsoft has not yet provided an ETA for full recovery but will issue updates approximately every 30 minutes. Impact to Actionstep: Users may continue to experience degraded performance or intermittent issues with Office 365–related features within Actionstep until Microsoft completes their rollback and services stabilize. We are actively monitoring the situation and will provide further updates as they become available.

3. 29. Oktober 2025 um 17:56 UTCidentified

   Microsoft has provided an update regarding the ongoing Azure Front Door (AFD) outage, which continues to impact multiple Microsoft 365 and Azure services. As a result, Actionstep functionality that relies on Office 365 operations remains affected, including but not limited to: The Outlook Add-in Office OneDrive integrations Microsoft’s Current Status (as of 17:18 UTC / 11:18 AM MDT): Microsoft has confirmed that an inadvertent configuration change triggered the issue at approximately 16:00 UTC, resulting in latency, timeouts, and service errors across affected systems. They are currently taking several actions to restore stability: Blocking all configuration changes to Azure Front Door (including customer changes) Rolling back AFD to the last known good configuration Ensuring that the faulty configuration does not reapply after recovery Redirecting portal traffic away from AFD to restore access to the Azure Management Portal Most portal functions are now accessible directly, though a small number of endpoints (such as Marketplace) may still experience loading issues. Microsoft has not yet provided an ETA for full restoration but will continue to post updates approximately every 30 minutes. They have also advised customers who use Azure Front Door to consider temporary failover strategies using Azure Traffic Manager: 🔗 Implement failover strategies with Azure Traffic Manager Impact to Actionstep: Users may continue to experience degraded performance or intermittent issues with Office 365–related functionality within Actionstep until Microsoft’s rollback and recovery are complete. We’re actively monitoring Microsoft’s progress and will share further updates as more information becomes available.

4. 29. Oktober 2025 um 18:38 UTCidentified

   Microsoft has confirmed that an inadvertent configuration change was the trigger event for the ongoing Azure Front Door (AFD) outage affecting multiple Microsoft 365 and Azure services. As a result, Actionstep functionality that relies on Office 365 services continues to be impacted, including but not limited to: The Outlook Add-in Office OneDrive integrations Microsoft’s Current Status (as of 18:24 UTC / 12:24 PM MDT): Microsoft has initiated the deployment of their last known good configuration, which is expected to complete within approximately 30 minutes. As the deployment progresses, customers may begin to see initial signs of recovery. Once completed, Microsoft will begin restoring nodes and routing traffic through healthy infrastructure. Microsoft has not yet provided an ETA for full restoration but will issue another update within 30 minutes once the rollback deployment completes. Impact to Actionstep: Users may continue to experience degraded or inconsistent performance in Office 365–related features within Actionstep until Microsoft’s rollback and recovery processes are complete. We are actively monitoring Microsoft’s progress and will continue to provide updates as new information becomes available.

5. 29. Oktober 2025 um 19:06 UTCmonitoring

   Microsoft 365 Outage – Ongoing Recovery Microsoft has confirmed that an inadvertent configuration change to Azure Front Door caused connectivity issues affecting Microsoft 365 services. Mitigation is now in progress, and customers may begin seeing signs of recovery as Microsoft restores healthy nodes. Actionstep features that rely on Office 365 (including Outlook add-ins, OneDrive integrations, and email services) may continue to experience intermittent issues during this process. We’ll continue monitoring Microsoft’s progress and will provide updates as more information becomes available.

6. 29. Oktober 2025 um 19:38 UTCmonitoring

   Microsoft has confirmed that an inadvertent configuration change to Azure Front Door (AFD) triggered widespread connectivity issues affecting multiple Microsoft 365 and Azure services. As a result, Actionstep functionality that relies on Office 365 services may continue to experience degraded performance or intermittent issues. This includes, but is not limited to: The Outlook Add-in Office OneDrive integrations Microsoft’s Current Status (as of 19:20 UTC / 1:20 PM MDT): Microsoft has stated that full mitigation is anticipated within the next four hours, with an expected recovery by 23:20 UTC on October 29, 2025, as they continue restoring and routing traffic through healthy nodes. Customer configuration changes within Azure Front Door remain temporarily blocked during this process. Microsoft will provide another update on progress within two hours or sooner if warranted. We are actively monitoring Microsoft’s recovery efforts and will continue to update this page as new information becomes available.

7. 29. Oktober 2025 um 20:33 UTCmonitoring

   Microsoft has confirmed that an inadvertent configuration change to Azure Front Door (AFD) caused latency, timeouts, and errors affecting multiple Microsoft 365 and Azure services. As a result, Actionstep features that rely on Office 365 services may continue to experience intermittent disruptions, including: The Outlook Add-in OneDrive integrations Microsoft’s Current Status (as of 19:57 UTC / 1:57 PM MDT): Microsoft has successfully completed the deployment of their last known good configuration, and customers should now be seeing early signs of recovery. The recovery process is ongoing as Microsoft restores and routes traffic through healthy nodes. Microsoft anticipates full mitigation within the next four hours, with recovery expected by 23:20 UTC on October 29, 2025. They plan to provide another update within two hours or sooner if warranted. We will continue to monitor the situation closely and provide updates as new information becomes available.

8. 29. Oktober 2025 um 21:06 UTCmonitoring

   Microsoft has confirmed that an inadvertent configuration change to Azure Front Door (AFD) led to widespread latency, timeouts, and errors across several Microsoft 365 and Azure services. As a result, Actionstep features that depend on Office 365 services may still experience intermittent disruptions, including: The Outlook Add-in OneDrive integrations Microsoft’s Current Status (as of 19:57 UTC / 1:57 PM MDT): Microsoft has completed deployment of their last known good configuration, and customers are beginning to see early signs of recovery. The recovery process remains ongoing as Microsoft continues to restore service and route traffic through healthy infrastructure. Microsoft expects full mitigation within the next four hours, with recovery anticipated by 23:20 UTC on October 29, 2025. Another update will be provided within two hours or sooner if necessary. We are continuing to closely monitor Microsoft’s progress and will share additional updates as new information becomes available.

9. 29. Oktober 2025 um 21:28 UTCmonitoring

   Microsoft has confirmed that an inadvertent configuration change to Azure Front Door (AFD) caused widespread latency, timeouts, and errors across multiple Microsoft 365 and Azure services. As a result, Actionstep features that depend on Office 365 services have experienced intermittent disruptions, including: The Outlook Add-in OneDrive integrations Some users have reported that this functionality has returned. Microsoft’s Current Status (as of 19:57 UTC / 1:57 PM MDT): Microsoft has completed the deployment of their last known good configuration, and some users are now regaining access to the Outlook Add-in as recovery progresses. Service restoration continues as Microsoft brings additional nodes online and routes traffic through healthy infrastructure. Microsoft anticipates full mitigation within the next four hours, with recovery expected by 23:20 UTC on October 29, 2025. They plan to provide another update within two hours or sooner if warranted. We are continuing to monitor the situation closely and will share further updates as more information becomes available.

10. 29. Oktober 2025 um 22:39 UTCmonitoring

    Microsoft has reported significant progress in mitigating the earlier Azure Front Door (AFD) outage that caused latency, timeouts, and service errors across Microsoft 365 and Azure services. This recovery effort involves reloading configurations and rebalancing traffic across a large number of nodes to restore full operational scale. The process is gradual by design to ensure stability and prevent overload as dependent services recover. Microsoft is seeing strong signs of improvement across affected regions and remains on track for full mitigation by 23:20 UTC on October 29, 2025, though full recovery may occur sooner. Impact to Actionstep: Users should now be able to access Microsoft-related functionality, including the Outlook Add-in, OneDrive integrations, and Office 365 email services. Some users may still experience intermittent issues while Microsoft’s recovery completes. We are continuing to monitor Microsoft’s progress and will provide confirmation once full restoration is achieved.

11. 29. Oktober 2025 um 22:54 UTCmonitoring

    Access to Microsoft-related functionality — including the Outlook Add-in, OneDrive integrations, and Office 365 email services — has been restored. Users should now experience normal performance. We will continue to monitor Microsoft’s service health to ensure stability but consider this incident resolved.

12. 29. Oktober 2025 um 22:55 UTCresolved

    Access to Microsoft-related functionality — including the Outlook Add-in, OneDrive integrations, and Office 365 email services — has been restored. Users should now experience normal performance. We will continue to monitor Microsoft’s service health to ensure stability but consider this incident resolved.

13. 6. November 2025 um 19:48 UTCpostmortem

    **Post-Incident Summary:** Microsoft Dependency Disruption – Global – October 29, 2025 **Incident Overview** On October 29, 2025, a widespread outage affecting Microsoft’s Azure Front Door service caused latency, timeouts, and service errors across Microsoft 365 and Azure platforms. This impacted Actionstep features that rely on Microsoft services. **Impact** During the incident, some users experienced difficulty accessing Microsoft-related functionality, including the Outlook Add-in, OneDrive integrations, and Office 365 email services. Service availability improved as Microsoft began recovery efforts, though intermittent issues persisted for some users. **Resolution** Microsoft reloaded configurations and rebalanced traffic across its network to restore full operational capacity. As of 23:20 UTC, Microsoft reported significant progress, and Actionstep services dependent on Microsoft systems have largely returned to normal operation. **Next Steps** Actionstep will continue monitoring Microsoft’s recovery and ensure all integrations remain stable. We are also reviewing dependency monitoring to improve early detection of third-party disruptions. **Acknowledgement** We appreciate your patience during this incident and apologize for the inconvenience. Ensuring reliable access to all integrated services remains a top priority for Actionstep.

1. 21. Oktober 2025 um 23:05 UTCmonitoring

   Our main website (actionstep.com) is currently undergoing maintenance and may be temporarily unavailable. This does not affect access to Actionstep itself. If you normally sign in via the website, you can log in directly at: 👉 https://go.actionstep.com/ We’ll post an update once the website is back online.

2. 21. Oktober 2025 um 23:40 UTCresolved

   Our main website (actionstep.com) is now operational.

3. 6. November 2025 um 19:45 UTCpostmortem

   On November 6, 2025, Actionstep’s main website \([actionstep.com](http://actionstep.com)\) became temporarily unavailable during a scheduled maintenance activity. The maintenance affected only the public website and did not impact access to the Actionstep application.

1. 20. Oktober 2025 um 15:39 UTCidentified

   We are writing to inform that our team is aware of an outage affecting Us-East-1 that began on October 20. Our team is investigating this as the top priority and will work to restore the system to full functionality urgently. However, this is linked to the outage caused by our 3rd party server host, AWS. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. 20. Oktober 2025 um 15:51 UTCidentified

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

3. 20. Oktober 2025 um 15:52 UTCidentified

   We’re currently experiencing an outage affecting customers in the US-East-1 region. The issue has been identified as part of a broader AWS service disruption, and our team is monitoring their recovery efforts closely. We’ll provide updates as soon as AWS confirms resolution. Thank you for your patience. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance.

4. 20. Oktober 2025 um 16:09 UTCmonitoring

   Update – Ongoing AWS US-East-1 Outage The AWS outage impacting our US-East-1 region remains ongoing. While some recovery progress has been reported by AWS, our affected services are not yet fully operational. We continue to monitor AWS’s recovery efforts and will restore full functionality as soon as their systems stabilize. Our support systems are operational, and our team remains available for assistance via https://support.actionstep.com/support/tickets/new or emailing us directly at [email protected] We’ll post another update once AWS confirms full resolution.

5. 20. Oktober 2025 um 16:33 UTCmonitoring

   Update – AWS US-East-1 Outage AWS continues to make progress in restoring services within the US-East-1 region, and we are beginning to see partial recovery across some customer environments. Our team is actively monitoring the situation and validating system stability as services come back online. Access may continue to be intermittent during this period. Our support systems remain available — if you need assistance, please submit a ticket at https://support.actionstep.com/support/tickets/new or email us directly at [email protected] We’ll share another update once AWS confirms full resolution.

6. 20. Oktober 2025 um 17:19 UTCmonitoring

   Update – Practice Management Platform (AWS US-East-1) AWS has reported continued recovery across the US-East-1 region, and we are observing improved availability within our Practice Management Platform. Our team continues to monitor AWS’s recovery efforts and validate all affected environments. If you require assistance, please submit a ticket at https://support.actionstep.com/support/tickets/new or email us directly at [email protected] We’ll provide another update once full restoration is confirmed.

7. 20. Oktober 2025 um 17:50 UTCmonitoring

   AWS is reporting that errors within the US-East-1 region are beginning to subside, and we’re seeing improving availability across the Practice Management Platform. Our team remains actively monitoring AWS’s progress and validating all affected environments. If you need assistance, please reach out at support.actionstep.com/support/tickets/new or email [email protected] We’ll continue to share updates until full service restoration is confirmed.

8. 20. Oktober 2025 um 18:06 UTCmonitoring

   AWS has reported that errors in the US-East-1 region are beginning to subside. We’re seeing some improvement in availability across the Practice Management Platform. Our team is closely monitoring AWS’s recovery and validating all affected environments. We’ll continue to post updates until full service restoration is confirmed. If you need assistance, please contact us at support.actionstep.com/support/tickets/new or email [email protected]

9. 20. Oktober 2025 um 18:28 UTCmonitoring

   AWS continues to report steady recovery within the US-East-1 region, and we’re seeing some availability across the Practice Management Platform. Our team remains actively monitoring AWS’s progress and validating all impacted environments. If you need assistance, please reach out at support.actionstep.com/support/tickets/new or email [email protected] We’ll continue to share updates until full service restoration is confirmed.

10. 20. Oktober 2025 um 18:38 UTCmonitoring

    AWS has reported that errors in the US-East-1 region are beginning to subside. We’re seeing some improvement in availability across the Practice Management Platform. Our team is closely monitoring AWS’s recovery and validating all affected environments. We’ll continue to post updates until full service restoration is confirmed. If you need assistance, please contact us at support.actionstep.com/support/tickets/new

11. 20. Oktober 2025 um 19:18 UTCmonitoring

    AWS has reported that errors in the US-East-1 region are still beginning to subside. We’re seeing some improvement in availability across the Practice Management Platform. Our team is closely monitoring AWS’s recovery and validating all affected environments. We’ll continue to post updates until full service restoration is confirmed. If you need assistance, please contact us at support.actionstep.com/support/tickets/new

12. 20. Oktober 2025 um 19:37 UTCmonitoring

    AWS has reported that errors in the US-East-1 region are beginning to subside. We’re seeing improvement in availability across the Practice Management Platform. Some customers may now be able to access the platform, though some may still experience slow performance or intermittent errors as services stabilize. Our team is closely monitoring AWS’s recovery and validating all affected environments. We’ll continue to post updates until full service restoration is confirmed. If you need assistance, please contact us at support.actionstep.com/support/tickets/new

13. 20. Oktober 2025 um 19:40 UTCmonitoring

    Update – Practice Management Platform (AWS US-East-1) AWS has confirmed that services in the US-East-1 region have been restored. We are now seeing our servers fully back online, and the Practice Management Platform should be accessible again. Please note that performance may be slower than usual as systems recover and traffic levels normalize. Our team will continue to monitor stability closely. If you are still experiencing any issues, please contact us via https://support.actionstep.com/support/tickets/new or email [email protected] We’ll post a final confirmation once system performance has fully stabilized.

14. 20. Oktober 2025 um 20:19 UTCresolved

    Resolved – Practice Management Platform (AWS US-East-1) This incident has been resolved. AWS has fully restored services in the US-East-1 region, and the Practice Management Platform is now operating normally. Performance and access have returned to expected levels across all customer environments. A post-mortem report outlining the impact and timeline of this incident will be published on this page once completed. Thank you for your patience while we monitored recovery and validated systems. If you experience any ongoing issues, please contact us at https://support.actionstep.com/support/tickets/new or email [email protected]

15. 20. Oktober 2025 um 20:21 UTCpostmortem

    **Post-Incident Summary: North America \(US-East-1\) – AWS Outage Impact – October 20, 2025** **Incident Overview** On October 20, 2025, Actionstep services in the US-East-1 region were affected by a widespread outage within Amazon Web Services \(AWS\). This incident originated from AWS infrastructure and impacted many cloud-based platforms globally, not just Actionstep. As a result, customers experienced degraded performance and intermittent downtime across the Practice Management and Legal Accounting platforms. **Impact** The outage occurred between approximately **9:39 a.m. and 2:19 p.m. MDT**. During this period, some customers in North America experienced slow performance, timeouts, and temporary unavailability of certain features. The issue was entirely due to an AWS infrastructure failure and was not caused by Actionstep systems or changes. **Resolution** AWS restored functionality in the affected region, after which Actionstep systems automatically recovered. Our engineering team closely monitored the recovery process and validated all environments to confirm full stability and normal operation. For more information about this outage, please see the AWS website: [Service health - Oct 20, 2025 | AWS Health Dashboard | Global](https://health.aws.amazon.com/health/status) **Next Steps** We are reviewing our communication and monitoring processes to ensure faster updates and improved transparency during third-party service disruptions. We are also exploring additional resilience measures to minimize the impact of future upstream provider outages. **Acknowledgement** We understand the disruption this caused and apologize for the impact on your firm’s operations. While this incident originated outside of Actionstep’s control, we remain committed to maintaining system reliability and ensuring clear, timely communication during any service interruption.

1. 20. Oktober 2025 um 15:38 UTCmonitoring

   We are currently investigating an issue related to a widespread AWS outage affecting multiple services globally. Our Practice Management Platform is affected for customers on the US-East-1 Serverl; other regions are functioning. Our support ticketing system (Freshdesk) is also impacted. This may delay responses to support requests. Our Legal Accounting Platform is also fully operational, but its Intercom chat support is currently unavailable due to the same AWS outage. We are monitoring the situation closely and will restore normal support operations as soon as AWS resolves the issue. Further updates will be posted here as they become available.

2. 20. Oktober 2025 um 15:42 UTCmonitoring

   We are continuing to monitor for any further issues.

3. 20. Oktober 2025 um 16:04 UTCresolved

   Final Update – Support System Outage Our support system (Freshdesk) has now been fully restored following the earlier AWS outage. However, our Practice Management Platform—which is hosted on the AWS US-East region—remains impacted due to ongoing AWS service disruption in that region. Customer databases in this region are still unavailable. A separate incident has been created to track the Practice Management platform outage specifically. This post will now be closed to reflect that the original support system disruption has been resolved. We appreciate your continued patience as we monitor AWS’s progress and work to restore full access as soon as possible.

4. 20. Oktober 2025 um 20:27 UTCpostmortem

   **Post-Incident Summary: Global – Third-Party Communication Outage – October 20, 2025** **Incident Overview** On October 20, 2025, a widespread AWS outage in the US-East-1 region affected several third-party platforms, including Freshdesk and Intercom. As a result, Actionstep’s Support and Accounting teams were unable to send or receive tickets, live chats, or email communications during the disruption. **Impact** The issue occurred between approximately **9:38 a.m. and 10:04 a.m. MDT**. During this time, customers were unable to contact Actionstep Support or Accounting through normal channels. The outage originated from AWS infrastructure supporting Freshdesk and Intercom and did not involve any Actionstep systems. **Resolution** Freshdesk restored services once AWS resolved the underlying issue. Actionstep teams verified full functionality and resumed normal support operations immediately after recovery. **Next Steps** We are reviewing backup communication options and evaluating redundancy for critical customer communication tools to ensure we can continue providing updates and assistance during future third-party outages. **Acknowledgement** We understand the inconvenience this caused and apologize for the disruption to your ability to reach our teams. Maintaining reliable communication and support availability is a top priority, and we are taking steps to strengthen our resilience against external service interruptions.