Provisioning Services Delays

Following the provisioning delays experienced on 28 November, 2025, our customers reported that the issue reoccurred on 01 December, 2025 07:00-09:20 UTC again causing delays in processing new purchases, subscription changes, and other provisioning requests.

To immediately stabilize the platform, we temporarily disabled specific feature toggles related to the processes that triggered the bottleneck. Provisioning times have now returned to normal. A permanent fix is already in development and scheduled for release by the end of this week.

Impact

• Delayed provisioning for new purchases, subscription changes, and other customer-initiated actions.

• Delays lasted up to approximately 1 hour depending on the request type and time submitted.

• No data integrity issues occurred, and no actions failed; all were eventually completed successfully.

What We’re Doing Next

To prevent this from happening again, we already have in development and scheduled for release by the end of this the following permanent improvement:

Queue Prioritization Enhancements

• Adjusting priority rules to ensure customer-initiated provisioning actions maintain high priority even during peak system events like monthly renewals.

Current Status

The system is fully operational, and provisioning times have returned to normal. We continue to monitor performance closely.

We sincerely apologize for the inconvenience this caused. Ensuring a reliable and seamless experience for our customers is our top priority, and incidents like this help us continually improve the resilience of our platform.