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Summary of Impact: Between 07:57 CET on 22 February 2024 and 09:53 CET on 24 February 2024, as a customer you may have experienced issues when accessing our services.

Preliminary Root Cause: We determined that a DNS configuration change caused some internal services to not being able to route correctly.

Mitigation: We have restored the DNS configuration and are working on additional measures to prevent this type of issue to reoccur.

We have identified the root cause and are working to resolve the issue.

A routine maintenance job has led to an inconsistent state of our AEM servers resulting in requests being answered.

We strive to provide you the best service possible. Therefore, the following improvements were taken immediately:

• We have split our maintenance jobs to have them run on only a subset of servers at a time

• Monitoring of our services was improved to verify successful maintenance more accurately

We apologize for the inconvenience this has caused you and wish you a great day.

Service availability has been restored and are stabilizing

AEM services are not responding

Summary of Impact: Between 05:00 CET on January 29 2024 and 08:15 CET on January 29 2024, as a customer you may have experienced issues when opening and submitting forms.

Preliminary Root Cause: We determined that one of the AEM publishers was in an unhealthy state.

Mitigation: The system immediately responded with not routing any more traffic to this defective publisher. Measures were taken to replace the machine with a new one. Performance is back to normal.