Platform Instability

Incident Report for Proto

Postmortem

We experienced a production disruption due to a database migration involving table updates across a large dataset. The operation took significantly longer than expected, delaying the migration process and impacting platform availability.

Root Cause: The migration involved updating a large volume of existing records, resulting in extended database execution time and delaying the completion of the deployment.

Resolution: The engineering team is investigating the migration and working to safely complete the required database updates while restoring normal platform operations.

Preventive Actions: We will review and optimize the migration process, evaluate more efficient approaches for updating large datasets, and improve migration monitoring and execution-time estimates to minimize the risk of similar disruptions during future deployments. We apologize for the inconvenience and appreciate your patience while we work to restore service stability.

Posted Oct 14, 2026 - 06:01 PDT

Resolved

We experienced a production disruption due to a database migration involving table updates across a large dataset. The operation took significantly longer than expected, delaying the migration process and impacting platform availability.

Root Cause: The migration involved updating a large volume of existing records, resulting in extended database execution time and delaying the completion of the deployment.

Resolution: The engineering team is investigating the migration and working to safely complete the required database updates while restoring normal platform operations.

Preventive Actions: We will review and optimize the migration process, evaluate more efficient approaches for updating large datasets, and improve migration monitoring and execution-time estimates to minimize the risk of similar disruptions during future deployments.

We apologize for the inconvenience and appreciate your patience while we work to restore service stability.
Posted Oct 14, 2026 - 06:00 PDT

Monitoring

A fix has been implemented and we are monitoring the results.
Posted Oct 14, 2026 - 05:30 PDT

Investigating

We are currently investigating this issue.
Posted Oct 14, 2026 - 04:54 PDT
This incident affected: Channels & Integrations (Webchat, Messenger, WhatsApp, Telegram) and Inbox, AI Agents, Livechats, Tickets, People.