On March 7th, at 9AM CET several customers experienced a slow or unresponsive TOPdesk environment. The impact on customer environments was resolved before 09:50AM CET.

The root cause of this issue were network and memory issues on a physical host, which caused all virtual machines with TOPdesk environments hosted on that hardware to become unresponsive. This resulted in performance issues in customer environments.

The issues were resolved by the hosting provider after 45 minutes. The physical host has been repaired, and is again working as expected.

We identified some improvements in our communication to customers, and we’ve updated our procedures accordingly. We’re still evaluating the issue with the hosting provider to ensure future issues are detected and resolved faster.