Root cause analysis shows the problem was introduced during the most recent deployment, which included a change to a database view for an upcoming feature. This change caused one of our queries (triggered when loading contact lists) to put excessive load on the database server. As a result, users experienced performance degradation and timeouts.
We have deployed a fix, and all systems are now stable and fully operational.
Posted Aug 29, 2025 - 08:47 AEST
Identified
We have identified an issue with our US and EU infrastructure, causing users to experience slow page loads and server timeouts on some pages. Our team is aware of the issues and has been working on a resolution.
Posted Aug 29, 2025 - 05:31 AEST
This incident affected: us.nexl.cloud, eu.nexl.cloud & 360.nexl.io, Nexl Engage (EMS) US, and Nexl Engage (EMS) EU.