Backend Service Outage

On May 21, 2026 from 3:45PM ET to 4:04PM ET (19 minutes), a TLS certificate used by internal backend services expired before being rotated, causing disruption to several back-end capabilities. The certificate has been renewed and all affected services are fully operational.

Impact

During the incident window, customers may have experienced:

• Outbound email delivery: Emails sent from the platform during this window failed to send.
• iPaaS workflow steps: iPaaS step types within ticket workflows failed to execute.
• Logging gaps: Logging within the TeamDynamix Work Management application may have gaps during the incident window.

Root Cause

A TLS certificate used for internal service-to-service authentication reached its expiration date before being rotated. The expiration was not surfaced by our existing monitoring in time for the team to act. When the certificate expired, the affected services could no longer authenticate to dependent systems, producing the impact described above.

Resolution

The certificate was renewed and the affected services recovered automatically once trust was re-established.

Preventing Recurrence

We have expanded certificate expiry monitoring and alerting in our observability stack so that alerts trigger well in advance of expiration. We have also audited our existing certificate inventory to confirm no other certificates are at near-term risk. We're sorry for the disruption this caused. If you have questions about your specific environment, please reach out to our support team.