We recognize how important reliability is for your business, and we take every incident very seriously. Over the past 12 months, our platform has maintained an uptime of 99.97%. To put that in perspective, this level of performance is on par with many world-class technology platforms, which typically range between 99.9% and 99.99% uptime. Still, we know that any interruptions can be painful, and our team remains fully committed to not only resolving issues quickly but also to continuously strengthening our systems so we can serve you even better moving forward.
Customer Incident Report
Incident Date: 21 August 2025
Duration: 9:28 PM – 10:47 PM GMT
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What Happened
On 21 August 2025, EvolutionX experienced a service disruption in North America. A background process placed excessive load on our database, which caused storefronts to become intermittently unavailable.
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Customer Impact
• North American storefronts
• Failed or delayed requests for some users
• Slower than normal performance
No customer data was found to be lost or compromised during this event.
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How We Responded
Our monitoring systems detected the issue immediately, and our engineering team began triage. We:
• Stopped the faulty process
• Cleared blocked database connections
• Restored storefront service at 10:47 PM GMT
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What We’re Doing to Prevent This in the Future
We recognize this disruption may have affected your storefront operations, and we want to assure you that we’ve taken steps to strengthen our systems. Specifically, we’ve:
• Placed limits on how many background tasks can run at the same time
• Added monitoring to close database connections that remain open too long
• Updated testing procedures to catch long-running processes before deployment
• Begun a review of similar background processes to ensure no other risks exist
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What You Can Do
At this point, no action is required on your part. As a precaution, we recommend exercising extra care when reconciling transactions around this date. In addition, please review your orders in EvolutionX to ensure that none remain in an “on hold” status.
Final Note
Your storefront availability is critical, and we’ve made lasting changes to prevent a recurrence of this issue. We sincerely appreciate your patience during our investigation.