Database Infrastructure Outage - (June 12, 2025)

Duration: 1 hour 9 minutes (5:53 PM - 7:02 PM MDT)
Affected Services: AIM, HFA, and ProLinkPlus applications
Status: Resolved

What Happened

On June 12, 2025, beginning at approximately 5:53 PM MDT, our applications experienced a service interruption that prevented users from accessing AIM, HFA, and ProLinkPlus. During this time, customers may have encountered error messages or been unable to connect to these services.

Our monitoring systems detected the issue immediately and alerted our engineering team, who began investigating and working toward resolution.

Impact

The outage affected all users of the AIM, HFA, and ProLinkPlus applications for the duration of the incident. We understand the significant impact this had on your operations, and we sincerely apologize for the disruption to your work.

Resolution

Our engineering team quickly identified the source of the problem as an unexpected failure in our primary database infrastructure. The team implemented emergency recovery procedures to restore service as rapidly as possible.

Service was fully restored at 7:02 PM MDT, and all systems returned to normal operation. We continued monitoring system performance closely following the restoration to ensure stability.

Root Cause

The outage was caused by an underlying infrastructure component failure that affected our database services. While our infrastructure includes redundancy and failover capabilities, the nature of this particular failure required manual intervention to fully resolve.

Our Response

We take the reliability of our services seriously and are committed to preventing similar incidents in the future. In response to this outage, we are:

• Upgrading our database infrastructure to newer, more stable platform components
• Enhancing our automated recovery procedures to reduce resolution time for similar scenarios
• Reviewing our monitoring and alerting systems to ensure even faster detection and response

We appreciate your patience and understanding during this incident. If you have any questions or concerns about this outage, please don't hesitate to contact our support team.