RocketCyber - EU Region - Pages loading slow or not at all

Final update

**RocketCyber - Service Degradation in EU Region – 2026-10-21**  **Summary:**  Between **2026-10-21 19:12 UTC** and **2026-10-21 21:45 UTC**, **RocketCyber** customers in the **EU region** experienced service degradation affecting portions of the platform. During this time, some users may have experienced delays or intermittent failures when interacting with RocketCyber services. Service functionality was fully restored once the underlying issue affecting a third-party cloud database provider was resolved.   **Root Cause:**  The incident was caused by a service disruption within a third-party cloud database provider in the EU region. Several RocketCyber services rely on this provider for authentication and database access. During the provider's outage, affected RocketCyber services were unable to successfully authenticate, resulting in degraded service availability until the provider restored normal operations.   **Incident Timeline:**  * **Identified:** 2026-10-21 19:42 UTC  * **Public Notification:** 2026-10-21 19:42 UTC  * **Resolved:** 2026-10-21 21:45 UTC  **Preventative Measures:**  To reduce the likelihood and impact of similar incidents in the future, we are taking the foll

1. Postmortem · Oct 28, 16:34 UTC
   **RocketCyber - Service Degradation in EU Region – 2026-10-21**  **Summary:**  Between **2026-10-21 19:12 UTC** and **2026-10-21 21:45 UTC**, **RocketCyber** customers in the **EU region** experienced service degradation affecting portions of the platform. During this time, some users may have experienced delays or intermittent failures when interacting with RocketCyber services. Service functionality was fully restored once the underlying issue affecting a third-party cloud database provider was resolved.   **Root Cause:**  The incident was caused by a service disruption within a third-party cloud database provider in the EU region. Several RocketCyber services rely on this provider for authentication and database access. During the provider's outage, affected RocketCyber services were unable to successfully authenticate, resulting in degraded service availability until the provider restored normal operations.   **Incident Timeline:**  * **Identified:** 2026-10-21 19:42 UTC  * **Public Notification:** 2026-10-21 19:42 UTC  * **Resolved:** 2026-10-21 21:45 UTC  **Preventative Measures:**  To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps:  **Enhancements to Monitoring and Alerting**  * Improve monitoring of critical third-party dependencies to provide faster visibility when an external provider experiences service disruptions.  * Enhance alerting around authentication and database connectivity failures to accelerate iden
2. Resolved · Oct 22, 13:50 UTC
   This incident has been resolved.
3. Monitoring · Oct 21, 21:00 UTC
   A fix has been implemented and we are monitoring the results.
4. Investigating · Oct 21, 20:08 UTC
   We are aware of a problem where RocketCyber partners, in the EU region, are experiencing web pages loading slow or not at all, within the platform. The Kaseya Engineering Team is currently investigating the issue. 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/