Slower performance and errors across Mews services

Incident Report for Mews

Postmortem

Problem

Between December 31, 2025 and January 3, 2026 some customers experienced slow response times and occasional errors when using Mews.

Action

The Mews Platform team worked closely with Microsoft to investigate and resolve the problem. The impact affected customers across regions and several Mews services. To reduce impact, the team temporarily adjusted how some database queries were handled. Microsoft completed a scheduled restart on January 3, 2026 to apply the fix. During this maintenance, two short periods of increased errors occurred.

Causes

An internal database feature caused extra processing on a secondary system. This slowed data synchronization under specific conditions.

Solutions

Microsoft has disabled the problematic feature for our database and implemented a long-term fix.

Posted Jan 16, 2026 - 16:53 CET

Resolved

The mitigation was successfully applied, and systems are now fully operational. During the process, there were two brief performance spikes, but these have been resolved. We will continue to monitor closely, but no further impact is expected.

Posted Jan 03, 2026 - 23:47 CET

Update

Microsoft Azure will be performing a restart of our database as part of a long-term fix to fully resolve the underlying issue. This restart is scheduled for 22:00 UTC and may cause brief downtime or slower performance during the maintenance window. We will continue to monitor closely and provide updates once the process is complete. Please see https://status.mews.com/incidents/1wqydcw6p47c for more details.

Posted Jan 03, 2026 - 17:38 CET

Update

Systems are stable and reporting features are working as expected. We continue to monitor closely and are actively working with Microsoft Azure on mitigating the root cause to prevent any recurrence.

Posted Jan 03, 2026 - 14:53 CET

Update

Systems have stabilized and reporting features are functioning normally. However, the underlying root cause has not yet been fully addressed, and the issue could potentially recur. We remain engaged with Microsoft on a detailed root cause analysis and long-term remediation. We will continue to monitor closely and share updates as we progress.

Posted Jan 02, 2026 - 18:12 CET

Update

We’re seeing the issue reoccur, affecting some reporting features. Customers may experience missing or delayed data in reports, errors when accessing certain pages, and general slowness.
We are actively working with Microsoft Azure to resolve it as quickly as possible.

Posted Jan 02, 2026 - 15:55 CET

Update

Performance remains stable. We are continuing to work closely with Microsoft on a detailed root cause analysis and deeper investigation.

Posted Jan 02, 2026 - 09:26 CET

Monitoring

The underlying issue was resolved and systems are recovering. Reporting features and page performance should be returning to normal, but we’re continuing to monitor closely to ensure everything is fully stable.

Posted Jan 01, 2026 - 22:53 CET

Investigating

We're investigating an issue affecting some reporting features. Some customers may see missing or delayed data in reports, but also errors when accessing some pages and general slowness.
We’ve traced the problem to an issue with our database systems and are working closely with our cloud provider, Microsoft Azure, to resolve it as quickly as possible.

Posted Jan 01, 2026 - 22:17 CET

This incident affected: Mews Operations and Mews Open API.