Date: 19 March 2026
Duration: Approximately 35 minutes (11:46 to 12:21 UTC).
What Happened
Pinpoint experienced a service outage beginning at approximately 11:46 UTC on 19 March. Users were unable to access the platform and received 503 errors. Full service was restored by approximately 12:21 UTC. No data was lost or corrupted.
Timeline (UTC)
- 11:46 - Automated monitoring alerts triggered for service unavailability.
- 11:47 - Engineering team began investigating.
- 12:01 - Status page updated to reflect the incident.
- 12:10 - Root cause identified as a database firewall misconfiguration introduced during an infrastructure change.
- 12:20 - Fix applied; service restored.
- 12:21 - Incident marked as resolved.
Why It Happened
During an infrastructure configuration change, a database firewall rule was inadvertently applied with an overly restrictive scope. This prevented our application servers from connecting to the primary database, causing all requests to fail.
What We're Doing About It
- Immediate fix: The firewall configuration has been corrected and verified.
- Hardening: We are making production database firewall rules explicitly immutable and tightening API token permissions to prevent unexpected firewall modifications.
We sincerely apologise for the disruption and appreciate your patience.