Service Disruption in EU region

Incident Description

On September 8, 2025, we experienced a service disruption that affected integrations and direct API calls sent to SAP LeanIX on one product instance running in eu region.

System Capabilities Impacted:

• Standard and custom integrations were failing.
• Accessing the inventory was unreliable and some users may have received errors while using the product.

Incident Resolution

The incident was resolved by redeploying the affected instance.

Root Cause Analysis

Our investigation identified that a database issue on one of our servers caused the outage. Specifically, we found database connections with uncommitted transactions that had encountered errors but failed to properly roll back, eventually exhausting available database resources.

While we've conducted a thorough analysis, we were unable to definitively identify the specific code path or sequence of events that led to these problematic transactions. Given that this was an isolated incident affecting only one instance and has not recurred, we’re focussing our efforts on prevention and early detection rather than further forensic investigation.

Preventative Measures

We are improving our monitoring capabilities to be able to detect, alert on and mitigate such a situation much faster in the future.