Service disruption in all regions

Incident Description

On September 1, 2025, we experienced a service disruption that affected customers' ability to access SAP LeanIX.

Customer Impact:

• Complete SAP LeanIX access disruption for approximately 35 minutes affecting all customers
• Partial service disruption for some customers lasting up to 24 hours (only affecting the Inventory)
• No customer data was lost - all data remained secure and intact throughout the incident

System Capabilities Impacted:

• Complete platform access and navigation
• Search functionality and bookmark features after the initial outage

Timeline:

• Disruption Start: September 1, 2025 at 09:15 UTC
• Peak Impact: September 1, 2025 at 09:27 UTC (complete outage)
• Initial Resolution: September 1, 2025 at 09:50 UTC (service restored for most customers)
• Full Resolution: September 1, 2025 at 12:37 UTC (all remaining issues addressed)

Incident Resolution

Our engineering team took immediate action to restore service availability:

Rollback: Within 17 minutes of detecting the issue, we rolled back the recent system deployment that caused the disruption. This restored basic functionality for most customers by 09:50 UTC.

Data Recovery: While no customer data was lost, some customers experienced display issues with their fact sheets due to search index inconsistencies. Our team performed systematic search index rebuilds for affected workspaces to restore normal functionality.

Coordinated Response: We coordinated closely between engineering and support teams to track progress and communicate with affected customers.

Root Cause Analysis

The incident was caused by a compatibility issue with how our system stores and retrieves data for search functionality.

During a system update, changes were made to the data format used by our search infrastructure. However, these changes were not fully compatible with existing data, causing the system to fail when trying to process search requests for Inventory items throughout various parts of the platform.

Preventative Measures

We are developing comprehensive testing procedures specifically for data format changes that affect our search infrastructure. This will include automated compatibility testing against production-like data samples.