Post-Incident Summary: August 11, 2025 Incident window: 11:35 AM–12:10 PM CDT (35 minutes) Engagement: 11:40 AM CDT RTO (Recovery Time Objective): 60 minutes Outcome: Met — service fully restored in 35 minutes What happened A database counter reached its limit, which temporarily blocked new records and caused errors for some customers. Monitoring was unavailable during the window. What we did • Began troubleshooting within 5 minutes of impact. • Identified the database limit issue and restored normal operations by 12:10 PM. • Implemented a permanent fix to expand capacity and prevent recurrence. • Added earlier alerts and guardrails to catch similar issues well before they affect customers. Timeline (CDT) • 11:35 AM – Service degradation begins. • 11:40 AM – Team engaged and triaged. • 12:10 PM – Full recovery confirmed. Customer impact No action is required from customers. All systems are operating normally. Our commitment We know downtime is disruptive. We’ve strengthened safeguards to reduce the chance and impact of similar issues going forward. If you have questions, please contact your account manager or Support.