High error rate in Open API

Incident Summary

On 5 August 2026, between approximately 09:27 and 09:49 CEST, selected OpenAPI customer-related functions experienced intermittent errors for a limited number of customers. The underlying cause was unusually high migration activity exceeding the available capacity of a supporting customer-data service component.

Impact on Customers

During the incident, some OpenAPI integrations may have experienced:

• Intermittent errors when retrieving customer information
• Intermittent failures for selected customer, contract, and benefit-related requests
• A need to retry affected requests after a short delay

Direct impact on end users could not be fully confirmed.

Our Response

Our response followed the status page timeline:

• 09:27 CEST — Underlying condition begins

  High-volume migration activity began placing elevated demand on the affected customer-data services.

• 09:27–09:49 CEST — Intermittent impact

  A limited set of OpenAPI customer-related requests returned intermittent errors.

• 09:48 CEST — Detected

  Automated monitoring identified the increased error rate and alerted the on-call team.

• 10:18 CEST — Investigation and coordination

  The team began investigating the issue and coordinated the response with the relevant platform and database specialists.

• 11:17 CEST — Active remediation

  We increased the capacity available to the affected service component to provide immediate stability.

• 11:50 CEST — Permanent resolution

  The capacity change was incorporated into the standard platform configuration to prevent recurrence under comparable migration load.

Resolution

The incident was resolved through a staged approach:

• Containment — Increased available capacity for the affected customer-data component to restore stability during the migration activity.

• Remediation — Applied the capacity adjustment permanently through our managed platform configuration.

• Verification — Confirmed affected API requests had returned to normal operation and that no further related errors occurred.

• Prevention — Added safeguards to retain the required capacity throughout the migration period and are improving early detection for comparable conditions.

Lessons Learned

Large migration activities require capacity planning across all supporting components, not only the primary processing path. We will continue to assess migration workloads in advance and ensure supporting capacity is aligned accordingly.

Targeted monitoring for migration-related capacity conditions will help us detect and address similar situations earlier.

We will further strengthen operational safeguards so that planned migration activity and automated capacity management remain aligned.

The incident ‘High error rate in Open API’, which occurred between 2026-08-05 10:44 CEST and 2026-08-05 11:51 CEST, has been resolved.

Our engineering team will review the issue and implement additional measures to prevent similar incidents in the future.

If you continue to experience any problems, please open a ticket with our support team.

We apologize for any inconvenience caused.

Counter measures were applied. The team is monitoring the results.

The team has found a possible issue and is applying counter measures.

We are currently observing a high error rate in some of our Open API endpoints for a small amount of customers. Our team is working hard to resolve this issue. We apologize for any inconveniences and appreciate your patience during this time.