Entitlement Server Errors Leading to Provisioning Failures

Dear Customer,

Following the mitigation measures implemented by our technical teams, we can confirm that the previously reported incident affecting our Entitlement Server platform has been resolved.

The affected infrastructure has fully recovered, and provisioning services for Connect V3, B2B and B2C customers have been restored.

Our investigation identified that an unexpected increase in requests caused congestion in the underlying database infrastructure, resulting in the service degradation experienced.

We will continue to closely monitor service performance over the next 24 hours to ensure long-term stability.

For any further assistance, please contact your usual support channels.

We sincerely apologize for any inconvenience caused and thank you for your patience and understanding throughout this incident.

Thank you,
1GLOBAL Major Incident Team

Dear Customer,

We would like to provide a further update regarding the ongoing degradation affecting our Entitlement Server platform, which is impacting provisioning orders for Connect V3, B2B and B2C customers.

Our technical teams have implemented mitigation measures, and we are beginning to observe improvements in service performance. However, some provisioning errors are still being reported, and the service has not yet fully recovered.

Our teams remain actively engaged in addressing the remaining issues and are closely monitoring the effectiveness of the mitigation measures to ensure service stability.

We will continue to provide updates as further progress is made.

Thank you for your continued patience and understanding.
1GLOBAL Major Incident Team

Dear Customer,

We are continuing to follow up on the ongoing degradation affecting our Entitlement Server platform, which is impacting provisioning orders for Connect V3, B2B and B2C customers.

Our technical teams remain actively engaged in the investigation, working closely with our infrastructure provider to identify the underlying cause.

In parallel, our teams are evaluating and implementing potential mitigation measures aimed at restoring the affected services as quickly as possible.

We will continue to monitor the situation closely and provide further updates as soon as relevant information becomes available.

Thank you for your patience and understanding.
1GLOBAL Major Incident Team

Dear Customer,

We are currently experiencing a degradation of performance in our Entitlement Server platform.

Consequently, this is having an impact in provisioning orders for our Connect V3, B2B and B2C customers.

The 1GLOBAL major incident team is currently troubleshooting this behaviour and working towards stabilising these services as soon as possible.

We expect to provide an update as soon as we have relevant information to share.

Thank you,
1GLOBAL Major Incident Team