Multiple Region- Uipath Customer Portal - Degraded Performance

Final update

## Customer Impact **Regions Affected: Global (all regions)** **Services Affected:** Customer Portal - Support Cases, Account & Company Data, Self-Registration, File Downloads **Timeframe:** - **Impact Start:** September 16, 2026, 8:15 am UTC - **Impact End:** September 16, 2026, 12:00 pm UTC - **Total Duration:** ~3 hours 45 minutes **Impact Type:** Partial / intermittent - a subset of requests failed across all regions while the portal remained largely available throughout. **Customer Experience - Failed Operations:** - **Support Cases:** Creating and updating support cases, viewing existing case details and replies, and handling attachments - **Account & Company Data:** Loading account and company information - **Self-Registration:** Checking case status during self-registration - **File Downloads:** Downloading files **No customer data was lost.** Affected operations failed cleanly (requests were rejected or timed out) and could be completed by retrying once the service recovered; no data was corrupted or dropped. --- ## Root Cause On September 16, 2026, our upstream service experienced a major global service disruption affecting multiple production instances worldwide. This wa

1. Postmortem · Oct 1, 05:24 UTC
   ## Customer Impact **Regions Affected: Global (all regions)** **Services Affected:** Customer Portal - Support Cases, Account & Company Data, Self-Registration, File Downloads **Timeframe:** - **Impact Start:** September 16, 2026, 8:15 am UTC - **Impact End:** September 16, 2026, 12:00 pm UTC - **Total Duration:** ~3 hours 45 minutes **Impact Type:** Partial / intermittent - a subset of requests failed across all regions while the portal remained largely available throughout. **Customer Experience - Failed Operations:** - **Support Cases:** Creating and updating support cases, viewing existing case details and replies, and handling attachments - **Account & Company Data:** Loading account and company information - **Self-Registration:** Checking case status during self-registration - **File Downloads:** Downloading files **No customer data was lost.** Affected operations failed cleanly (requests were rejected or timed out) and could be completed by retrying once the service recovered; no data was corrupted or dropped. --- ## Root Cause On September 16, 2026, our upstream service experienced a major global service disruption affecting multiple production instances worldwide. This was a significant outage, impacting their customers globally. While the provider's outage was global in scope, its effect on Customer Portal was intermittent: a subset of API calls failed while the majority continued to succeed. Customer Portal services rely on this service provider as the source of t
2. Resolved · Sep 16, 17:46 UTC
   The upstream service provider has resolved their outage, and we are seeing functionality return to normal for the previously affected Customer Portal functionalities.
3. Identified · Sep 16, 16:51 UTC
   Service provider is making progress in fix implementation, Our team is actively monitoring the situation and will provide further updates as they become available.
4. Identified · Sep 16, 15:34 UTC
   Service provider is making progress in fix implementation, Our team is actively monitoring the situation and will provide further updates as they become available.
5. Identified · Sep 16, 14:31 UTC
   Service provider is making progress in fix implementation, Our team is actively monitoring the situation and will provide further updates as they become available.
6. Identified · Sep 16, 13:29 UTC
   Service provider is making progress in fix implementation, Our team is actively monitoring the situation and will provide further updates as they become available.
7. Identified · Sep 16, 12:29 UTC
   Service provider is implementing fix, Our team is actively monitoring the situation and will provide further updates as they become available.
8. Identified · Sep 16, 11:29 UTC
   Our team is actively monitoring the situation and will provide further updates as they become available.
9. Identified · Sep 16, 10:21 UTC
   Our team is actively monitoring the situation and will provide further updates as they become available.
10. Identified · Sep 16, 09:14 UTC
    We are experiencing degraded performance in the Customer Portal due to an ongoing third-party service outage affecting multiple instances globally. Affected Customer Portal functionality (major impact): Creating and updating support cases Viewing existing support case details and replies Loading account and company data Checking case status during self-registration Downloading files Our team is actively monitoring the situation and will provide further updates as they become available.