Autotask PSA - UK01, UK02, UK03, EU1, DE1 - Latency and Errors Observed Within the UI

Final update

# Summary: Between 2026-09-24 06:00 UTC and 2026-09-24 08:30 UTC, Autotask customers in the UK, EU, and DE regions experienced latency and intermittent server-side errors when accessing certain application workflows, including Quotes, Contracts, Timesheets, and Forward/Modify functions. # Root Cause: Following routine maintenance, a software issue impacted certain application components and resulted in degraded performance and server-side errors for affected workflows. Once the affected components were corrected, service returned to normal. ## Incident Timeline: * Identified: 2026-09-24 06:00 UTC * Public Notification: 2026-09-24 07:21 UTC * Resolved: 2026-09-24 08:30 UTC # Preventative Measures: To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps. ### Enhancements to Release Management Practices: * Implement additional deployment validation safeguards to help prevent similar update-related issues from occurring in the future.

1. Postmortem · Oct 5, 13:42 UTC
   # Summary: Between 2026-09-24 06:00 UTC and 2026-09-24 08:30 UTC, Autotask customers in the UK, EU, and DE regions experienced latency and intermittent server-side errors when accessing certain application workflows, including Quotes, Contracts, Timesheets, and Forward/Modify functions. # Root Cause: Following routine maintenance, a software issue impacted certain application components and resulted in degraded performance and server-side errors for affected workflows. Once the affected components were corrected, service returned to normal. ## Incident Timeline: * Identified: 2026-09-24 06:00 UTC * Public Notification: 2026-09-24 07:21 UTC * Resolved: 2026-09-24 08:30 UTC # Preventative Measures: To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps. ### Enhancements to Release Management Practices: * Implement additional deployment validation safeguards to help prevent similar update-related issues from occurring in the future.
2. Resolved · Sep 24, 09:34 UTC
   This incident has been resolved.
3. Monitoring · Sep 24, 08:37 UTC
   A fix has been implemented and we are monitoring the results.
4. Identified · Sep 24, 08:11 UTC
   The issue has been identified and a fix is being implemented.
5. Investigating · Sep 24, 07:21 UTC
   We are aware of a problem where latency and error messages are being observed when navigating the Autotask UI. The Kaseya Engineering Team is aware of this behaviour and is currently investigating. Should you need any additional questions or require assistance, please contact our support team at https://helpdesk.kaseya.com/hc/en-gb#/contact Subscribe to the Kaseya Status Page for up-to-date information at https://status.kaseya.com/