On September 4, 2025, Zaptec Cloud experienced a service disruption that resulted in increased latency and data processing delays. This incident affected our customers' ability to interact with their chargers in real-time. We sincerely apologize for the inconvenience and frustration this may have caused. This report provides a transparent overview of the incident, our response, and the steps we are taking to improve our system's resilience.
Timeline of events
15:30: We first detected performance degradation and increased latency in our cloud services.
15:45: Our engineering team began an active investigation into the cause of the issue.
15:55: The investigation indicated that the disruption was related to our underlying cloud infrastructure.
16:08: The event was officially classified as a critical incident, and our response teams were fully engaged.
16:45: Service performance began to show signs of stabilization. We formally engaged our cloud provider to address the root cause.
17:22: The system began a more consistent recovery process.
18:12: All Zaptec Cloud services were fully restored and operating normally.
Root Cause Analysis
Following the incident, we received a report from our cloud service provider confirming they had experienced major network issues in the region. The timeline provided by the vendor directly corresponds with the period of our service degradation. We have concluded with high confidence that the root cause of this incident was the failure of our cloud provider's infrastructure, which was outside of our immediate control.
Next Steps and Mitigation
While the root cause was external, we are committed to improving our system's resilience to such failures. Our key action item is to review and reconsider redesining our infrastructure to enable faster and more effective failover. We are dedicated to ensuring the reliability of our services and will work diligently to implement these improvements.