Moengage 장애 기록

Between 05:00 UTC and 08:35 UTC, the Branded Email Link Click Domain service in the DC-02 region experienced an extended period of performance degradation, followed by a brief period of unavailability. Impact: 05:00 UTC – 08:00 UTC: The service operated in a degraded state. Some users may have experienced delayed responses or intermittent timeouts when clicking branded email links for a limited number of affected brands. 08:00 UTC – 08:35 UTC: The service was unavailable while our engineering team performed recovery actions. Normal service was fully restored at 08:35 UTC. Root Cause: The degradation was caused by an unexpected and significant spike in request volume. This sudden increase in traffic placed excessive load on the backend database, resulting in slower query processing and degraded service performance. Resolution: Our monitoring systems detected the degradation and alerted the engineering team. To restore stability and support the increased traffic volume, the team scaled the underlying database infrastructure and completed recovery procedures. After the infrastructure changes were completed, service availability and performance returned to normal at 08:35 UTC. Current Status The issue has been resolved, and the Branded Email Link Click Domain service is operating normally in the DC-02 region. We apologize for the disruption and any inconvenience this may have caused.

On June 1, 2026, we experienced a major incident that affected the processing of email delivery status events in two of our data centers; Dashboard 02 and 04. During this incident, some delivery-related events — including delivered, bounce, and spam status updates — were not processed correctly. As a result, customers may have seen incomplete or under-reported delivery statistics in dashboards and reports for campaigns sent during the affected period. We want to emphasize that actual email sending and delivery to recipients were not impacted. The issue was limited to the reporting and processing of delivery status events. The incident was triggered by a recent internal system update that changed how delivery events are grouped and processed. In some environments, this caused certain event batches to fail processing. Our monitoring did not alert us as quickly as expected, which delayed detection and response. We sincerely apologize for the impact this had on your visibility into campaign performance and for the delay in identifying the issue. Our teams have taken corrective action to resolve the issue and are reviewing the affected data. We are also strengthening our monitoring, validation, and release safeguards to help prevent similar incidents in the future. We understand how important accurate and timely delivery reporting is to your business, and we regret the disruption this caused. Thank you for your patience and understanding while we worked through this incident.

We are experiencing delay in our user and event ingestion pipeline. The issue started around 10am IST on 14-May. This impacts all the ingestion to be delayed resulting in stale data availability in downstream systems. The team has identified the issue and released a patch for the fix. The current delay is ~3hours.

The fix has been implemented and the lag is coming down. Current lag is ~3hours. The team is monitoring the systems

We are continuously monitoring the situation. The lag is slowly going down as we have provisioned more infrastructure. Current lag is ~2.5 hours.

The lag is cleared and latency is within our SLA threshold. The team will take corrective actions as part of the incident post mortem.

We observed delay in data processing for DC04, subsequently Issue was identified. We are actively monitoring data processing lag for DC 04.

This incident has been resolved.

There was a degradation in our querying service (Segmentation). The issue started at 3:00 UTC and is resolved now. We are now rerunning the failed campaigns. All delayed campaigns should be sent out in the next 45-60 minutes.

This incident has been resolved.

We experienced a lag in our data ingestion pipeline between 8:00 AM UTC and 9:00 AM UTC due to an underlying system issue. A hotfix was deployed at approximately 8:45 AM UTC to address the problem. The system is now operating normally and we are actively monitoring it. During the incident window, some processing lag accumulated, which is currently being cleared. We expect the backlog to be fully processed within the next two hours. We apologize for the inconvenience caused and appreciate your patience while we worked to resolve the issue.

This incident has been resolved.

There was a degradation identified on DC03 Data Ingestion pipeline since 9th Apr, 10:30 AM IST. This was due to an infra/instance type change which was deployed. This change seemed to be unstable and hence has been reverted now. It resulted in degraded data processing throughput resulting in lag. Duration of the incident: 10:30am IST - 01:45pm IST (~3.15 hours) Impact: The delay in data processing has impact on availability of user updates and events in segmentation. it also had an impact on Event triggered campaigns and flows due to the delay. Resolution: The lag has been recovered as of 01:45pm IST. There is no data loss. Team is currently monitoring the systems and doing a deeper post-mortem to avoid such occurrence in future.

We are currently experiencing degraded performance in our Trigger-Based Flows system. This is causing delays of up to 45 minutes in user entry and movement within Trigger-Based Flows. Please note that Event-Triggered Campaigns remain unaffected. Our team has fixed the issue and is actively monitoring the system. We apologize for the inconvenience and appreciate your patience as we work to resolve this.

This incident has been resolved. The lag was observed from 06:45 UTC (12:15pm IST) to 11:30 UTC (05:00pm IST).

There is a delay of close to 45 min in DC-03 starting 13:00 UTC of users and events in our ingestion pipeline. We expect the issue to be resolved in another 45 min.

The issue is resolved as of now and ingestion pipeline latency seems stable. However, the technical team is root causing the issue to deploy a permanent fix. This data ingestion delay had an impact on Smart trigger campaigns and Flows, as it consumes the data from the ingestion pipeline and apply trigger/flows conditions. Delay of around 45 min lasted between 24-March 13:00 UTC to 15:40 UTC. There were delay observed later as well on 24-March 20:30 UTC to 21:30 UTC.

Team is currently working on investigating following impacted services in DC03 - Smart Trigger & Flow Campaigns We apologize for inconvenience this may have caused and appreciate your patience. For any queries or immediate concerns, please do not hesitate to contact our support team.

We are continuing to investigate this issue.

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

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

This incident has been resolved.

We are currently experiencing a delay in the data ingestion pipeline for following services: 1. Event Triggered Campaigns and Flows 2. Inbound Campaigns (In-App, OSM, WebP) 3. Recent Activity on User Profile We have identified the issue and mitigation has been deployed and lag is being monitored closely by teams.

This incident has been resolved.

All Campaigns Page is not loading since 10:35 UTC on DC-02. A fix has been implemented and issue should be resolved in the next 10 minutes.

We are continuing to monitor for any further issues.

The incident has been resolved. The issue lasted for 30 min from 10:35 to 11:05 UTC.

We are currently experiencing delay with the Stats update in Dashboard 03. Please note that campaign sending is not impacted; however, the latest statistics may be delayed on the dashboard at this time. Our team is treating this as a top priority and is working to resolve the issue as quickly as possible. Thank you for your patience.

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

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

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

This incident has been resolved.

We are currently investigating the issue.

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

This incident has been resolved.

We are experiencing a delay of around 90 minutes in processing data imports & exports. A fix has been implemented and currently the system is recovering.

We are continuing to monitor for any further issues.

This incident has been resolved.

We are currently experiencing a disruption affecting multiple services due to an ongoing outage with our cloud service provider, AWS. Our team is actively monitoring their status updates and collaborating with AWS to restore services as quickly as possible. For more details on AWS’s status, please visit: https://health.aws.amazon.com/health/status

We are continuing to investigate this issue with AWS as this may be affecting other regions (DCs/ Dashboards) due to issues in their global services like CloudFront.

AWS has confirmed recovery of all their affected services. We are monitoring our services to ensure the services are back to normal.

We are continuing to monitor for any further issues.

This incident has been resolved.

We are currently experiencing a delay of approximately one hour for File and Warehouse Imports and Exports. Our engineering team has identified the root cause and is actively working on a resolution. We will provide further updates as soon as more information is available.

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

This incident has been resolved.

We are currently experiencing issues with the Stats system in Dashboard 03. Please note that campaign sending is not impacted; however, the latest statistics may be unavailable on the dashboard at this time. Our team is treating this as a top priority and is working to resolve the issue as quickly as possible. Thank you for your patience.

We are continuing work on resolving this issue. Some parts of the processing have resumed, and we are actively applying the fix while closely monitoring system performance.

We have fixed the issue and are monitoring the results. Full statistics processing has resumed. However, there is a backlog of several hours, and upcoming peak traffic during the day may slow the clearance of this lag. We will provide an update once all delays have been resolved. In the meantime, please expect a few hours of lag in statistics visibility. Thank you for your patience!

The system is operating normally. Some users' stats update may experience up to a two‑hour delay affecting about 30% of traffic. We expect this to be fully resolved by tonight.

This incident has been resolved.

We are currently experiencing degraded performance in our Stats system, resulting in delays of approximately one hour in updating campaign analytics and reports. Campaign sending and triggers remain fully operational — only the updating of statistics is affected. Our team has implemented a fix and is actively monitoring to ensure performance returns to normal. We apologize for any inconvenience this may cause and appreciate your patience while we continue to verify stability.

This incident has been resolved.

Date/Time: October 20, starting at 7:00 AM UTC We experienced a major outage in Dashboard 01 beginning at 7:00 AM UTC on October 20 due to an underlying issue with our cloud service provider (AWS, US East 1 region). Impact: - Dashboard logins were failing, which many customers reported. - Our status page tool was also affected, preventing us from posting an incident update immediately. - Twilio services were impacted, affecting customers using Twilio for SMS delivery. Resolution & Current Status: Our engineering team has been actively working with AWS to fully resolve the outage. Services are now being restored - Inform service is operating normally, and we have retried all requests that failed earlier. Dashboard login is working now. Campaign services are still under recovery. We will continue monitoring the situation closely and provide updates as new information becomes available. We sincerely apologize for the disruption and thank you for your patience.

If you have any time‑sensitive campaigns that you do not want our auto‑heal systems to automatically rerun later, please pause or stop them now.

We are continuing to work with our infrastructure provider, AWS, to fully restore all services. One-time campaigns remain affected, and our team is actively implementing an alternative solution to restore this functionality as quickly as possible. We will provide our next update by 1 PM UTC or sooner.

We're starting to process older and new batch (or one-time) campaigns in a controlled manner, please do pause / stop any campaigns that shouldn't be processed, as there's been a delay from the scheduled time due to the outage. We're continuing to work with AWS, to fully restore our services.

We are now beginning to process both older and new campaigns in a controlled manner. We ask that you please pause or stop any time-sensitive campaigns that should no longer be sent due to the delay. Please be aware that the AWS outage has also impacted our data processing pipelines, which will result in a delay in the visibility of campaign stats and event data in user profiles; you may not see analytics for recently run campaigns immediately. Our team's primary focus is to ensure all campaigns scheduled going forward are processed successfully, and we will post another update as soon as more information is available. Inform campaigns are running as expected.

We have marked all campaigns that have been delayed considerably as stopped. If there are any campaigns that are critical, please duplicate and run them again. Campaigns are being processed in a controlled manner.

We are seeing campaigns being sent in real time. Data processing is still lagging, we will keep you posted.

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

Event triggered campaigns and Flows, Data processing, Campaign stats are running with a delay. All the other services are fully operational and working as expected. We will keep you updated on the progress.

We have full capacity available from AWS now and we are focusing on bringing our degraded services back to normal.

Event triggered flows and campaigns are still delayed. All the remaining services are operating normally. We will update here as soon as we have some meaningful progress.

This incident has been resolved.