Temporary feature outage due to third-party service disruption

Incident Report for Mews

Postmortem

Problem
On 27 May 2025, the Mews Platform team observed a service interruption caused by a third-party service provider. This led to some features in Mews becoming temporarily unavailable for a subset of users. Core functionality remained accessible, and most users were unaffected.

Action

The team identified the disruption shortly after it occurred and contacted the provider to restore service. We also informed the Mews Support team to help users who encountered disabled features.

Causes

The outage was caused by an unexpected breaking change by the third-party provider to their application and infrastructure. This change interrupted our access to activated features.

Solution

The issue has been fully resolved. All affected features are operational. The Mews Platform team is monitoring performance to ensure stability. We conducted a thorough investigation and developed a strategy aimed at enhancing system resilience to external provider changes and reduce future risk of system outages.

Posted Jun 13, 2025 - 14:49 CEST

Resolved

The issue has been fully resolved by our service provider, we've verified the recovery on our end and will continue to monitor for stability, but no further impact is expected.

Posted May 27, 2025 - 18:59 CEST

Monitoring

Our service provider has implemented a fix for the issue, and we are currently seeing continued signs of recovery. We are closely monitoring the situation to ensure full stability is restored across all services and we'll provide further updates as the resolution is confirmed by our service provider.

For more details, you can follow updates from our provider directly here: https://status.launchdarkly.com/incidents/v1np1l7lpdrd

Posted May 27, 2025 - 17:30 CEST

Identified

We’ve confirmed the root cause of the issue with our service provider, who has been notified and is actively working on a fix. As of now, they’ve made partial progress in resolving the outage, and we’re seeing signs of improvement in our services.

Posted May 27, 2025 - 16:45 CEST

Investigating

We’re currently experiencing a service disruption due to an issue with one of our technology partners. As a result, some features may appear offline or unavailable at the moment. Our team is actively investigating and working to restore full functionality as quickly as possible. We’ll continue to share updates as we have them. Thank you for your patience and understanding.

Posted May 27, 2025 - 16:17 CEST

This incident affected: Mews Operations, Mews Guest Experience, Mews Business Intelligence, Mews Payments, Mews Open API, Mews Marketplace, Mews Events, and Mews POS.