Root Status - Incident History

Platform outage

Tue, 03 Feb 2026 11:06:50 +0200

Feb 3, 11:06 SAST
Resolved - This incident has been resolved.

Feb 3, 10:41 SAST
Monitoring - A fix has been implemented and we are monitoring the results.

Feb 3, 10:31 SAST
Identified - The issue has been identified and a fix is being implemented.

Platform outage

Tue, 03 Feb 2026 10:18:10 +0200

Feb 3, 10:18 SAST
Resolved - This incident has been resolved.

Feb 3, 09:45 SAST
Investigating - We are currently investigating this issue.

Product Module code not executing

Wed, 26 Nov 2025 13:57:42 +0200

Nov 26, 13:57 SAST
Resolved - This incident has been resolved.

Nov 26, 13:46 SAST
Update - Degraded performance. We are continuing to monitor and resolve any further issues.

Nov 26, 13:21 SAST
Update - We are continuing to monitor for any further issues.

Nov 26, 13:12 SAST
Monitoring - The issue has been identified and rollback. We are continuing investigations across all domains.

API Performance Degradation - Database Connection Pool Exhaustion

Fri, 21 Nov 2025 12:40:58 +0200

Nov 21, 12:40 SAST
Resolved - This incident has been resolved.

Nov 21, 12:22 SAST
Investigating - We are experiencing API timeouts and degraded performance due to database connection pool exhaustion.

Impact: Users may experience:
- Slow API responses
- Timeout errors on policy issuance and other operations
- Failed requests requiring retries

Delayed email delivery

Tue, 28 Oct 2025 17:30:09 +0200

Oct 28, 17:30 SAST
Resolved - This incident has been resolved.

Oct 28, 15:38 SAST
Identified - The issue has been identified and a fix is being implemented.

Degraded performance

Wed, 27 Aug 2025 08:59:11 +0200

Aug 27, 08:59 SAST
Resolved - This incident has been resolved.

Aug 27, 08:58 SAST
Update - We are continuing to investigate this issue.

Aug 27, 08:47 SAST
Investigating - We are currently investigating this issue.

Policy notes

Fri, 30 May 2025 16:00:00 +0200

May 30, 16:00 SAST
Resolved - Unable to create or view policy notes

Document creation delay

Tue, 13 May 2025 14:26:19 +0200

May 13, 14:26 SAST
Resolved - This incident has now been resolved.
Customers may have experienced up to one hour's delay in receiving policy and terms documents.

May 13, 13:44 SAST
Investigating - We are currently investigation the issue.

Product module code timeouts

Fri, 28 Feb 2025 15:52:22 +0200

Feb 28, 15:52 SAST
Resolved - This incident has been resolved.

Feb 28, 15:50 SAST
Update - We are continuing to investigate this issue.

Feb 28, 15:47 SAST
Investigating - Product module code functions timing out

Platform maintenance

Thu, 14 Nov 2024 19:50:39 +0200

Nov 14, 19:50 SAST
Completed - Scheduled maintenance was performed. All services operational.

Nov 14, 19:30 SAST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Nov 14, 19:13 SAST
Scheduled - We are performing planned scheduled maintenance on all our databases. Platform may be unavailable for a short period of time.

Platform maintenance (all ZA stacks)

Thu, 22 Aug 2024 20:13:13 +0200

Aug 22, 20:13 SAST
Completed - The scheduled maintenance has been completed.

Aug 22, 19:30 SAST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Aug 22, 19:23 SAST
Scheduled - We are performing scheduled maintenance on all the ZA stacks (including private stacks). The platform will be unresponsive at times during this period.

Platform maintenance (UK stack)

Wed, 21 Aug 2024 21:07:28 +0200

Aug 21, 21:07 SAST
Completed - The scheduled maintenance has been completed.

Aug 21, 20:30 SAST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Aug 21, 20:27 SAST
Scheduled - We are performing scheduled maintenance on the UK stack. The platform might be unresponsive for brief moments during this period.

Platform maintenance (private stack)

Wed, 28 Feb 2024 20:15:56 +0200

Feb 28, 20:15 SAST
Completed - The scheduled maintenance has been completed.

Feb 28, 19:15 SAST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Feb 28, 19:14 SAST
Scheduled - We are performing platform maintenance on a private stack. The Root Platform for the stack will be unavailable for a short period of time.

Platform maintenance

Fri, 12 Jan 2024 21:00:26 +0200

Jan 12, 21:00 SAST
Completed - The scheduled maintenance has been completed.

Jan 12, 20:00 SAST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Jan 11, 10:42 SAST
Scheduled - We are performing scheduled maintenance on our database. Platform may be unavailable for a short period of time.

Database maintenance

Mon, 27 Nov 2023 20:21:29 +0200

Nov 27, 20:21 SAST
Completed - Maintenance completed. No downtime was required.

Nov 27, 20:00 SAST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Nov 27, 15:46 SAST
Scheduled - We are performing urgent and essential maintenance on our database. Platform may be unavailable for a short period of time.

South African Multi-tenant degraded performance

Thu, 26 Oct 2023 21:37:38 +0200

Oct 26, 21:37 SAST
Resolved - The issue has been resolved.

Oct 26, 21:35 SAST
Update - Maintenance Update

Action: The affected indexes have been rebuilt. We are thoroughly testing the system to confirm the improved post-maintenance performance.

Oct 26, 21:00 SAST
Update - Maintenance Update

Action: We are currently performing maintenance to optimize our system performance. Our team is actively rebuilding the affected indexes. This action addresses the root cause of the performance degradation issue.

Oct 26, 20:59 SAST
Update - South African Multi-tenant is stable and we are continuing to monitor the performance

Oct 26, 20:21 SAST
Update - South African Multi-tenant is stable and we are continuing to monitor the performance

Oct 26, 09:56 SAST
Update - South African Multi-tenant is stable and we are continuing to monitor the performance

Oct 26, 09:56 SAST
Update - Incident: Slow API Response Times for South African Multi-tenant

Cause: The core issue was identified as a performance degradation in our database after a recent version upgrade.

Action: We have added additional resources to maintain an acceptable level of system performance for the day and have planned after-hours maintenance to re-build the affected indexes.

Oct 26, 08:23 SAST
Investigating - Incident: Slow API Response Times for South African Multi-tenant

Issue: Our South African Multi-tenant service is currently experiencing slow API response times. This may lead to delays in data retrieval and other dependent operations for our users, we are currently investigating the issue

Majour outage

Tue, 10 Oct 2023 13:36:08 +0200

Oct 10, 13:36 SAST
Resolved - This incident has been resolved.

Oct 10, 09:15 SAST
Update - The issue has been addressed and we are continuing to monitor the issue

Oct 10, 08:23 SAST
Investigating - We're experiencing an elevated level of API errors and are currently looking into the issue.

Dashboard outage

Wed, 06 Sep 2023 13:44:22 +0200

Sep 6, 13:44 SAST
Resolved - This incident has been resolved

Sep 6, 10:45 SAST
Update - We are continuing to investigate this issue.

Sep 6, 10:38 SAST
Investigating - We are currently investigating this issue.

Essential platform maintenance

Thu, 06 Jul 2023 20:25:31 +0200

Jul 6, 20:25 SAST
Completed - Maintenance was completed.

Jul 6, 20:01 SAST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Jul 5, 19:55 SAST
Update - Due to an unrelated outage on our internal staging environment, we are going to postpone the maintenance to tomorrow evening 8pm SAST.

Jul 4, 14:40 SAST
Scheduled - We are planning to perform essential scheduled maintenance. Platform may be unavailable for a short period of time.

Database maintenance

Sat, 24 Jun 2023 23:12:03 +0200

Jun 24, 23:12 SAST
Completed - The scheduled maintenance has been completed.

Jun 24, 20:00 SAST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Jun 14, 12:37 SAST
Scheduled - We are planning to perform essential scheduled maintenance. Platform may be unavailable for a short period of time.

High Priority Platform maintenance

Fri, 21 Apr 2023 23:00:34 +0200

Apr 21, 23:00 SAST
Completed - The scheduled maintenance has been completed.

Apr 21, 22:01 SAST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Apr 21, 15:47 SAST
Scheduled - High priority maintenance must be performed on one of the internal services used by the Root platform in order to address critical security vulnerabilities. The Root API and Dashboard will be unavailable for a maximum of 30 minutes.

Platform emergency maintenance

Mon, 27 Mar 2023 21:13:48 +0200

Mar 27, 21:13 SAST
Resolved - This incident has been resolved.

Mar 27, 20:12 SAST
Update - We are continuing to investigate this issue.

Mar 27, 19:55 SAST
Investigating - Performing emergency database upgrades

Major outage in our API

Thu, 09 Feb 2023 15:15:39 +0200

Feb 9, 15:15 SAST
Resolved - This incident has been resolved.

Feb 9, 15:02 SAST
Monitoring - We've resolved the issue and all systems are operational again. We are still monitoring

Feb 9, 15:01 SAST
Update - We are continuing to investigate this issue.

Feb 9, 14:39 SAST
Investigating - We have observed to a network connection issue affecting our workers. We're investigating

Elevated API Errors

Fri, 03 Feb 2023 15:14:24 +0200

Feb 3, 15:14 SAST
Resolved - This incident has been resolved.

Feb 3, 15:01 SAST
Investigating - We're experiencing an elevated level of API errors and are currently looking into the issue.

Elevated API Errors

Tue, 31 Jan 2023 16:49:15 +0200

Jan 31, 16:49 SAST
Resolved - This incident has been resolved.

Jan 31, 15:46 SAST
Investigating - We're experiencing an elevated level of API errors and are currently looking into the issue.