Starrez outage history

Customers in Australia South East are currently experiencing a service disruption -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

The issue has been identified and StarRez Engineers are actively working on a mitigation for the issue. Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

A fix has been implemented, and we are seeing stability return to the region. StarRez Engineers will monitor closely to confirm a return to normal operation Next update as warranted by a change of events. Apologies for any inconvenience, StarRez Team

A fix has been implemented, and we are seeing stability return to the region. StarRez Engineers will monitor closely to confirm a return to normal operation Next update as warranted by a change of events. Apologies for any inconvenience, StarRez Team

This incident has been resolved.

THD customers using the SFTP server data-03.datacenter.adirondacksolutions.com are experiencing a service disruption. Engineers are actively working to remediate the issue. The next update is due within 60 minutes, or as warranted by changes in events.

Engineers are actively working to remediate the issue.   Next update expected within 60 minutes, or as warranted by a change of events.

The issue has been identified and engineers are remediating. The next update is due within 60 minutes, or as warranted by changes in events.

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

This incident has been resolved.

We're currently seeing a partial outage with outbound email for some customers. This is due to a heat-related incident at one of our upstream infrastructure providers, and their team is actively working on it. Who's affected: Customers using THD-hosted email servers may notice emails being delayed or failing to send. Who's not affected: Customers using their own email infrastructure or AWS SES — your email is sending normally. Next update expected within 60 minutes, or as warranted by a change of events.

Our upstream provider is continuing to investigate the issue.

The issue impacting the upstream provider has been identified, and a solution is currently being implemented. Next update expected within 60 minutes, or as warranted by a change of events.

While our upstream provider continues working to remediate the underlying issue, our engineers are taking parallel action to restore email delivery. We are actively migrating affected customers to SES to reduce the impact of the disruption and restore email processing as quickly as possible. Next update expected within 60 minutes, or as warranted by a change of events.

While our upstream provider continues working to remediate the underlying issue, our engineers are taking parallel action to restore email delivery. We are continuing to actively migrate affected customers to SES to reduce the impact of the disruption and restore email processing as quickly as possible. Next update expected within 60 minutes, or as warranted by a change of events.

Our upstream provider continues working to remediate the underlying issue, our engineers are taking parallel action to restore email delivery. We are actively migrating affected customers to SES to reduce the impact of the disruption and restore normal email processing as quickly as possible. While the primary impact of the upstream provider issue remains focused on email delivery, customers may also experience broader service degradation, including intermittent slowness or temporary disruptions. Our teams continue to actively monitor the environment and work to minimize customer impact.

Our upstream provider has restored services and we're now seeing the email backlog being processed. Engineers are currently reviewing to confirm email functionality is working as expected for impacted customers. Next update expected within 60 minutes, or as warranted by a change of events.

We are continuing to monitor for any further issues.

This incident has been resolved.

A subset of customers in Australia East are currently experiencing a service disruption -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

The issue has been identified, and sites are coming back online -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

Our upstream vendor logs have confirmed hardware failure as the cause of our issue however outages are ongoing as hardware recovers. We have escalated the situation with our vendor. -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

We are seeing stability return to the region. Engineers will monitor closely to confirm a return to normal operation -Next update eas warranted by a change of events. Apologies for any inconvenience, StarRez Team

This incident has been resolved.

THD customers on the ND & Baltimore servers are experiencing a service disruption. Engineers are actively working to remediate the issue. The next update is due within 60 minutes, or as warranted by changes in events.

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

This incident has been resolved.

College Pads customers are experiencing a service disruption -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events.

The underlying issues have now been resolved with all customer workloads now back online. Engineers will continue to monitor the situation.

We are continuing to monitor for any further issues.

This incident has been resolved.

Customers in the West US region are currently experiencing a service disruption - Engineers are actively working to remediate the issue. - Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

We’ve identified an issue with an upstream service provider that is impacting availability for all clients within the West US region. We have escalated the issue with the provider to expedite remediation and are actively monitoring the situation. Further updates will be shared as more information becomes available.

The upstream service provider has confirmed a network infrastructure issue within the West US region. We are actively monitoring the situation. Further updates will be shared as more information becomes available.

The upstream service provider has confirmed a network infrastructure issue within the West US region. The upstream issue has not yet been resolved. We are actively following disaster recovery procedures to restore availability for affected customers. Apologies for any inconvenience, StarRez Team

The upstream service provider has implemented a remediating fix for the network infrastructure issue within the West US region. Customer site functionality will begin to be restored as the fix is rolled out We are actively monitoring the situation. Further updates will be shared as more information becomes available.

This incident has been resolved.

**Overview** On 23 July 2026, StarRez experienced a service disruption affecting StarRez Cloud customers in the West US region. StarRez Cloud applications were unavailable for affected customers beginning at approximately 14:44 UTC. All affected customer sites were restored to full operation by 19:24 UTC on 23 July 2026. **Root Cause** The disruption was caused by a region-wide networking outage triggered by a upstream service provider. The change caused affected customer environments to become temporarily unavailable for a number of hours while the upstream service provider worked to resolve the networking issues. **Resolution** StarRez engineers identified the issue promptly and took immediate action to confirm the scope of the outage and raise high-severity support cases with the upstream provider. After confirming the outage with the upstream provider, our engineers began executing a disaster recovery plan to bring customer sites back online in a neighboring cloud region. Once the upstream provider resolved the underlying networking issues, all customer sites were restored to their configured cloud region in the West US and were confirmed fully operational by 19:24 UTC, approximately 4.5 hours after the disruption began. **Next Steps** StarRez will continue monitoring regional infrastructure health and coordinate with upstream providers to minimize the impact of any future disruptions.

Customers in the Central US region are currently having a service disruption -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

The issue has been identified and engineers are remediating to bring sites back online. -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

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

We are continuing to monitor for any further issues.

This incident has been resolved.

**Overview** On 26 June 2026, StarRez experienced a service disruption affecting StarRez Cloud customers in the Central US region. StarRez Cloud applications were unavailable for affected customers beginning at approximately 05:47 UTC. All affected customer sites were restored to full operation by 06:06 UTC on 26 June 2026. **Root Cause** The disruption was caused by a configuration change applied to infrastructure supporting StarRez Cloud in the Central US region. The change caused affected customer environments to become temporarily unavailable while the infrastructure stabilized. **Resolution** StarRez engineers identified the issue promptly and took immediate action to restore the affected infrastructure to a healthy state. All customer sites in the Central US region were confirmed fully operational by 06:06 UTC, approximately 19 minutes after the disruption began. **Next Steps** StarRez is implementing further guardrails around configuration to cloud resources to prevent recurrence of this class of issue in the future.

College Pads customers are experiencing a service disruption -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events.

The underlying issues have now been resolved with all customer workloads now back online. Engineers will continue to monitor the situation.

This incident has been resolved.

Customers in all regions are currently experiencing a service disruption for AI features within the StarRez product. The features impacted are: - Write with AI - Rez 360 Intelligence - Summaries - Parcels AI scanning ( - Program Agent Beta - Rez 360 Intelligence : Ask Ai beta All other functionality within the StarRez product is not impacted at this time. -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

The issue has been acknowledged and identified with our upstream vendor who is actively working to restore services. -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

We are seeing small improvements in completion rates however errors are still occurring, and we expect timeouts and prolonged response delays whilst this incident is ongoing. Our upstream vendor is continuing they're efforts to mitigate and resolve this situation. -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

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

This incident has been resolved.

We are aware of a service disruption currently. We are investigating the cause and will provide additional updates as possible, or within the next 60 minutes.

We’ve identified an issue with an upstream service provider that is impacting availability for a number of clients. We have escalated the issue with the provider to expedite remediation and are actively monitoring the situation. Further updates will be shared as more information becomes available.

The upstream service provider has confirmed an issue and are in the process of resolving this for our West Central US region. Further updates will be shared as more information becomes available.

The upstream provider is continuing their investigation into this incident. Further updates will be shared as more information becomes available.

The service disruption is still ongoing within this region. StarRez Engineers are actively in the process of executing our Disaster Recovery plan for impacted customers. Customers are starting to come online as this process completes. - Updates within the next hour or as warranted. Apologies for the inconvenience StarRez

The service disruption is still ongoing within this region. StarRez Engineers are actively in the process of executing our Disaster Recovery plan for impacted customers. The upstream provider is continuing their investigation into this incident. Further updates will be shared as more information becomes available. - Updates within the next hour or as warranted. Apologies for the inconvenience StarRez

The service disruption is still ongoing within this region. StarRez Engineers are actively in the process of executing our Disaster Recovery plan for impacted customers. The upstream provider has identified the root cause and are working on a fix for the issue. - Updates within the next hour or as warranted. Apologies for the inconvenience StarRez

The upstream provider has completed the fix and we are seeing recovery across all impacted sites. StarRez Engineers are continuing to monitor the situation. - Updates within the next hour or as warranted. Apologies for the inconvenience StarRez

The issue with the upstream service provider has been resolved. All sites are restored to full function. Sites that had to undergo Disaster Recovery steps will have these finalized and restored to normal during the relevant maintenance windows for those sites. Apologies for the inconvenience StarRez

## StarRez Root Cause Analysis ### Overview On 11 May 2026, StarRez experienced a service disruption affecting StarRez Cloud customers in the West Central US region. StarRez Cloud applications were unavailable for affected customers beginning at approximately 15:56 UTC. All affected customer sites were restored to full operation by 03:03 UTC on 12 May 2026. ### Root Cause The disruption was caused by hardware failures at our upstream service provider's West Central US datacenter. The failures caused the database services underpinning StarRez Cloud applications in that region to become unavailable, taking a number of customer sites offline. ### Resolution Once confirmed as an upstream infrastructure failure, StarRez engineers initiated disaster recovery for the affected region, restoring affected customer environments in an alternate region. Affected sites were progressively restored beginning at approximately 22:23 UTC, with all sites confirmed fully operational by 03:03 UTC on 12 May 2026. Customers recovered via disaster recovery were moved back to the West Central US region during their scheduled maintenance windows later the same day. ### Next Steps StarRez will continue monitoring regional infrastructure health and coordinate with upstream providers to minimize the impact of any future disruptions.

Customers in the East US region are currently experiencing intermittent service disruption. -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

The issue has been identified, and engineers are currently working to resolve this issue. Customers will continue experiencing intermittent outages whilst the work continues. Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

The underlying issue has been mitigated, and customer sites are now coming back online and remaining stable. -Next update expected within 60 minutes, or as warranted by a change of events.

All sites are now back online and stable. We will continue to monitor before resolving. -Next update as warranted by a change of events.

This incident has been resolved.

We are aware of a service disruption currently. We are investigating the cause and will provide additional updates as possible, or within the next 60 minutes.

The team has identified the issue and has implemented a mitigation, with affected sites returning to service. We will continue to provide updates as we have them, or within the next 60 minutes.

The team has applied a mitigation, and all affected sites are in full service. We are continuing to monitor. Next update as soon as we have it, or within the next 60 minutes.

This incident has been resolved.

There was a temporary disruption affecting access to the THD VPN tunnel. Services have since been fully restored, and we are continuing to monitor the situation closely.

This incident has been resolved.

THD customers on the Newport server might experience a service disruption. Engineers are actively working to remediate the issue. The next update is due within 60 minutes, or as warranted by changes in events.

Service has recovered since applying the mitigation. We are continuing to monitor the situation. Next update in 60 minutes or sooner if we have more information.

We are continuing to monitor for any further issues.

This incident has been resolved.

We are investigating service degradation for Cloud Payments in the US Region. Engineers are working on mitigating the issue. Next Update in 60 minutes or sooner if we have more information.

Engineers have applied a mitigation to address the issue and are continuing to review the situation. Next update in 60 minutes or sooner if we have more information.

Service has recovered since applying the mitigation. We are continuing to monitor the situation. Next update in 60 minutes or sooner if we have more information.

This incident has been resolved

We are currently investigating an issue affecting Single Sign-On (SSO) authentication. Users may experience difficulties logging in via SSO. - Engineers are actively working to remediate the issue.  - Next update expected within 60 minutes, or as warranted by a change of events.

We are continuing to investigate this issue.

Engineers have remediated the issue. We will continue to monitor and will close this incident out once stability has been confirmed.

This incident has been resolved.

**Overview** On 5 March 2026, following the enablement of Cloudflare for all customers, THD experienced a service disruption that resulted in an authentication loop during Single Sign-On \(SSO\). **Root Cause** The SSO Service Provider configuration did not correctly handle session validation when operating behind the Cloudflare proxy, resulting in authentication sessions being invalidated and causing a login loop. **Resolution** The issue was initially mitigated by reverting the Cloudflare change, restoring normal SSO functionality. Configuration updates were then made to the SSO Service Provider to ensure compatibility with proxied traffic, after which Cloudflare was incrementally re-enabled.

We are aware of an ongoing Microsoft 365 outage that is affecting email delivery to Outlook mailboxes. This is a downstream issue within Microsoft 365 and is separate from StarRez Cloud. As a result, some customers may experience delays or failures in receiving MFA-related emails. We are monitoring the situation closely and will provide updates as more information becomes available. Further details are available via Microsoft’s status page: https://status.cloud.microsoft/ Apologies for any inconvenience caused, StarRez Team

We are aware of an ongoing Microsoft 365 outage that is affecting email delivery to Outlook mailboxes. This is a downstream issue within Microsoft 365 and is separate from StarRez Cloud. As a result, some customers may experience delays or failures in receiving MFA-related emails. We are monitoring the situation closely and will provide updates as more information becomes available. Further details are available via Microsoft’s status page: https://status.cloud.microsoft/ Apologies for any inconvenience caused, StarRez Team

We are continuing to monitor for any further issues.

This incident has been resolved.

We are investigating an issue affecting all regions. Next Update in 60 minutes or sooner if we have more information.

We are aware of an issue affecting access to StarRez Cloud as a result of a global outage of an upstream provider. We are assessing the impact and escalating with the provider as required

The upstream provider has resolved the issue, with all customer workloads back online. Engineers will continue to monitor and will close this incident out once stability has been confirmed.

This incident has been resolved

A subset of customers in the WestUS2 region are currently having a service disruption -Engineers are actively working to remediate the issue. -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

The issue has been identified. Services are now coming back online -Next update expected within 60 minutes, or as warranted by a change of events. Apologies for any inconvenience, StarRez Team

The underlying issues have now been resolved with all customer workloads now back online. Engineers will continue to monitor and will close this incident out once stability has been confirmed. Apologies for any inconvenience, StarRez Team

This incident has been resolved.