Störungsverlauf von Snapsheet

We are experiencing a delay in US UAT data replication of approximately 2.5 hours. We are actively working on resolving the issue and will provide another update within 2 hours.

We are continuing to progress on the fix for the issue and performance is improving. We will provide another update by 9am central.

The delay in US UAT data replication has been resolved, and performance and returned to normal levels.

We have identified an issue within the UAT environment that is impacting user access. We are investigating the issue as a high priority and will provide an update within one hour.

This incident has been resolved and access restored. Please reach out to Snapsheet Support with any further questions or concerns.

We are currently experiencing data replication latency in the production environment. We are aware of the issue and working to improve performance. We will provide another update within the next two hours.

Data replication latency has returned to normal levels. We will review the incident and follow up with a post-mortem within the next business week. Please contact the Snapsheet support team if you experience any further issues.

On May 7, 2026, a data pipeline component responsible for replicating production data to the warehouse entered a silent failure state due to an internal schema inconsistency. This caused data replication to stall for over 4 hours, resulting in missing or delayed data for affected clients. The issue was not caught by automated alerting because the pipeline continued to report a healthy status despite being inactive. Once identified, the problem was resolved by removing the affected table from the pipeline configuration, restoring normal data flow. We are in the process of updating our alerting to report this kind of issue going forward.

We have identified some remaining data inconsistencies from the replication delay experienced on April 13. We are working to address the issue with an ETR of end of business today. We will provide another update by 2pm CDT today.

We are continuing to address the data inconsistencies. We will provide another update at 5pm CDT.

We are continuing to address the data inconsistencies. We will provide another update by 8pm CDT.

The data inconsistencies have been addressed, and the incident is resolved.

### **Incident Summary** On the afternoon of **April 13**, a technical capacity limit in our data pipeline caused a temporary halt in data updates. This resulted in a delay of real-time data replication to customer databases. ### **Resolution & Recovery** * **System Fix:** Our engineering team identified the bottleneck and upgraded our database infrastructure to prevent this limit from being reached again. * **Data Restoration:** We performed a comprehensive data reconciliation over the following 48 hours to ensure all missing records were recovered and accurately synced. * **Current Status:** All services are fully restored, and all backfilled data has been verified for accuracy. * **Enhanced Monitoring:** We are taking measures to improve our alerting and response process  **Note:** You may have experienced replication delay and data inconsistencies during this window, but no data was lost. We appreciate your patience while we worked to resolve this. If you notice any remaining discrepancies in your specific reports, please reach out to our support team.

We have identified a delay in data replication, and we are are working to address it as a high priority. We will provide an update by 5pm CDT.

We have resolved the data replication latency. All new data is replicating, and we are working to confirm data integrity for the time during which the issue occurred. We will provide another update within two hours.

This incident has been resolved.

We have observed an issue with Sendgrid that is causing some customers to experience degraded performance of Microsoft Outlook. This issue is resulting in pending deliveries of some emails from Snapsheet to the impacted Microsoft accounts.

We have engaged Sendgrid to remediate the issue that is causing the delays in email deliveries. The next update will be no later than 4pm CST.

We have identified the issue that is causing delayed email deliveries to some recipients with Microsoft associated inboxes. We are seeing some improved performance, but we are continuing to work with Sendgrid to fully resolve the issue. We will provide another update by 10am CST tomorrow.

Sendgrid has resolved the issue that is causing delayed email deliveries to some recipients with Microsoft associated inboxes, and pending emails have been delivered. Please contact Snapsheet Support with any further questions or concerns.

There is currently a delay in search indexing that is causing a delay in claims or policies becoming searchable. We are aware of the issue and working to address it as a high priority.

We have resolved the delay in search indexing and confirmed searches are performing normally.

We have confirmed that users may experience intermittent issues accessing claims in UAT. We have identified that the issues are related to an interruption with the UAT deployment caused by a Github incident (https://www.githubstatus.com/). We will continue to monitor and work to complete the deployment as soon as possible.

We have successfully deployed the latest UAT release, and we are monitoring to confirm no further issues.

This incident has been resolved, and the latest UAT release has been successfully deployed. Please contact Snapsheet Support if you experience and further issues.

Sendgrid is currently investigating an issue with Microsoft that is causing some customers to experience degraded performance of Microsoft Outlook. This issue is resulting in failed deliveries of some emails from Snapsheet to the impacted Microsoft accounts. Updates from Sendgrid are available at https://status.sendgrid.com/.

Sendgrid is continuing to investigate the issue. Updates from Sendgrid are available at https://status.sendgrid.com/.

We are seeing a some recovery in email deliverability following the disruption with our email delivery partner Sendgrid. While we are still awaiting official confirmation of a final resolution. We will continue to monitor the situation closely.

We have received confirmation from SendGrid that the increased Microsoft inbox provider blocks are due to an issue with Microsoft, and that the issue is not isolated to SendGrid’s environment nor specific to their sending configuration. While we are seeing improvement (reduction) of deferrals, Microsoft customers who are continuing to observe excessive deferrals and/or blocks should fill out the OLC Support request form at https://olcsupport.office.com/. Thank you for your patience and understanding regarding this issue. If you have any further questions or concerns, please contact Snapsheet Support for assistance.

We are currently investigating an issue with API calls receiving errors. We are treating the issue as Urgent and will provide an update within one hour.

We have identified the issue and fix. We are working to implement the fix and continuing to monitor.

We have deployed a fix and continuing to monitor to confirm that there are no ongoing issues.

The incident is confirmed to be resolved.

There is a Cloudflare outage that is impacting Smartcomms and causing letters to fail. Updates are provided by Cloudflare on their status page at https://www.cloudflarestatus.com/. We will continue to monitor and update our own status page accordingly.

We are continuing to monitor for any further issues.

The Cloudflare outage has been updated to resolved, and we've confirmed Smartcomm letters are sending successfully.

We are seeing a delay in data replication and are investigating it as a high priority. We will provide updates as they become available.

We are seeing improved performance and continuing to monitor. We will provide additional updates as they become available.

This incident has been resolved. If you experience any further issues, please reach out to Snapsheet Support.

We are aware of an ongoing outage within Amazon Web Services (AWS). Our team is actively monitoring for any potential impact to our systems and will provide updates as more information becomes available from AWS.

We are continuing to monitor the ongoing AWS outage. As a result of this incident, we are experiencing delays in data warehouse replication. We'll share updates as more information becomes available.

The AWS outage has been confirmed to be resolved. Please reach out to Snapsheet Support with any questions or concerns.

This incident has been resolved.

OFAC is experiencing an outage with the OFAC API from trade.gov. They are experiencing a certificate error on their platform and currently looking into it. Payments created with the feature on will be put in Compliance Hold until a user approves them.

We are continuing to monitor OFAC's progress and will provide updates here as we receive them.

OFAC has updated their certificate to resolve the error. We are currently transitioning the payments and will provide an update when the transitions are complete.

All of the pending transactions impacted by the issue have been transitioned, and the incident is considered Resolved. Please contact Snapsheet Support if you continue to experience any further issues.

OFAC is experiencing an outage with the OFAC API from trade.gov. They are experiencing high latency on their platform and currently looking into it. Payments created with the feature on will be put in Compliance Hold until a user approves them.

OFAC is continuing to work on a fix for this issue.

This incident has been resolved. If you experience any further issues, please contact Snapsheet support.

We are currently seeing delays in replication through the data warehouse. We actively working on addressing the delay and will provide another update as soon as possible.

We are continuing to work on addressing the replication delays and have engaged AWS support for Amazon's Data Migration Service where the delay is being experienced.

We are seeing normal throughput for the data pipeline and expect the replication delays to be fully resolved shortly.

The delays in replication have been resolved and we are continuing to monitor.

This issue has been resolved. Please contact Snapsheet Support if you experience any further issues.

“We are investigating an issue with the navigation bar in US UAT and will provide an update as soon as possible”

We are continuing to investigate the issue and will provide an update as soon as possible.

This incident has been resolved. Please contact Snapsheet Support if you experience any further issues.

“We are currently seeing delays in claims being indexed for search. We are investigating and will provide updates as they become available.”

This incident has been resolved. Please contact Snapsheet Support if you experience any further issues.

We are currently experiencing processing delays with claim details showing up in the work queues.

The processing delays have been resolved. We will continue to monitor performance and provide a post-mortem as soon as it becomes available.

This incident has been resolved.

We are currently experiencing issues with accessing Snapsheet Claims. We are investigating urgently and will provide an update as soon as possible.

We have identified that one of our underlying vendors, AWS, is reporting issues across multiple services: https://health.aws.amazon.com/health/status. We are continuing to investigate and will continue to provide updates as they become available.

We are continuing to investigate, but the issue appears to be caused by the AWS outage. We are working with the AWS team to get more information and will provide updates as they become available.

We are remaining engaged with the AWS team as they continue to address the widespread AWS outage. They have identified the root cause and are actively working on multiple parallel paths to mitigate the issue. We will provide updates as they become available.

We are seeing improved response times and normal performance within Snapsheet Claims over the past half hour. We are still working with AWS until they confirm that the issue is resolved and to produce a full post-mortem for the issue.

This incident has been resolved. We will continue to monitor performance and provide a post-mortem as soon as possible.

## Incident summary Between approximately 5:15 PM CT and 8:15 PM CT on July 30th, 2024, the US instance of Snapsheet Claims experienced degraded response times, resulting in timeouts and pages failing to load for users. The event was triggered by an [AWS outage](https://health.aws.amazon.com/health/status?eventID=arn:aws:health:us-east-1::event/MULTIPLE_SERVICES/AWS_MULTIPLE_SERVICES_OPERATIONAL_ISSUE/AWS_MULTIPLE_SERVICES_OPERATIONAL_ISSUE_F0449_625BDDE4846) that affected 64 AWS services in the `us-east-1` region that started at approximately 5:00 PM CT, was first reported by AWS on their status page at 5:40 PM CT, and was marked as resolved by AWS at 11:55 PM CT. We apologize for the inconvenience this caused and are committed to continually improving the resiliency of the Snapsheet Claims platform. ## Timeline All times are CT. 5:10 PM: An automated alert indicated that response times were degraded for one of the backend services for Snapsheet Claims and engineering began investigating immediately 5:15 PM - 5:35 PM: Several support tickets were raised by clients indicating that they were experiencing issues loading pages within Snapsheet Claims 5:35 PM: Response times continued to escalate across two different Snapsheet Claims backend services and an incident was published on the Snapsheet status page 5:40 PM: AWS reported that an ongoing incident in the `us-east-1` region was impacting multiple services 6:00 PM: Snapsheet engaged directly with AWS resources to get more information on the impact and mitigation options for the incident 7:00 PM: Response times returned to normal for one of the two impacted Snapsheet Claims backend services 8:00 PM: Response times started improving for the remaining degraded Snapsheet Claims backend service 8:15 PM: Response times returned to normal for Snapsheet Claims and the incident was considered resolved after a period of monitoring ## Root Cause The event was triggered by an [AWS outage](https://health.aws.amazon.com/health/status?eventID=arn:aws:health:us-east-1::event/MULTIPLE_SERVICES/AWS_MULTIPLE_SERVICES_OPERATIONAL_ISSUE/AWS_MULTIPLE_SERVICES_OPERATIONAL_ISSUE_F0449_625BDDE4846) that affected 64 AWS services in the `us-east-1` region that started at approximately 5:00 PM CT, was first reported by AWS on their status page at 5:40 PM CT, and was marked as resolved by AWS at 11:55 PM CT. AWS had an issue with the Kinesis service. Kinesis is a fully managed AWS service that enables real-time collection, processing, and analysis of streaming data at scale. Amazon CloudWatch experienced elevated error rates and latencies due to its dependency on the degraded Kinesis service. Amazon CloudWatch is a dependency across most Amazon services for logging and monitoring. This led to cascading failures across 64 AWS services as indicated in the [AWS outage](https://health.aws.amazon.com/health/status?eventID=arn:aws:health:us-east-1::event/MULTIPLE_SERVICES/AWS_MULTIPLE_SERVICES_OPERATIONAL_ISSUE/AWS_MULTIPLE_SERVICES_OPERATIONAL_ISSUE_F0449_625BDDE4846) details. Snapsheet does not use Amazon Kinesis directly but was impacted by the internal dependency that Amazon CloudWatch has on Kinesis. Two Snapsheet Claims backend services that leverage Amazon Elastic Load Balancer and Elastic Container Service were impacted despite being available across 6 different availability zones \(discrete data centers\). Amazon Elastic Load Balancer and Elastic Container Service were impacted due to their dependency on CloudWatch for logging. As we did not have direct visibility into the AWS issue, correspondence with AWS confirmed with their back-end tooling and logging that the two Snapsheet Claims backend services were impacted by the AWS outage. ## Preventative Measures All Snapsheet platform services are available across multiple availability zones within each region and are configured to automatically failover when a disruption occurs. Unfortunately, in this case, the AWS internal dependency on Amazon CloudWatch caused failures across all availability zones simultaneously. Snapsheet also has the ability to restore services across AWS regions. Due to the nature of this incident occurring on internal AWS service dependencies, Snapsheet did not have visibility into where the issue was coming from until Amazon provided additional information which made it difficult to determine if we should start rotating certain services to a different region. Snapsheet will be working with AWS as additional details of their root cause analysis become available and will be investigating multiple options for preventing and mitigating similar issues in the future.