Incident: Dec 27, 2025 / Jan 5, 2026

What Happened?

📘

Issue: Between December 27, 2024 and January 5, 2025, some customers experienced delays in scheduled report delivery and dashboard data updates.We sincerely apologize for the disruption this caused to your workflows and reporting schedules.

Impact Summary

What was experienced:

• Scheduled reports were delivered later than expected
• Dashboard data refresh was slower than normal
• Data exports were processed with zero rows of data
• No data was lost during this incident. All queued requests were eventually processed successfully.

Timeline

Dec 27, 2025

Processing delays first identified; issue resolved through system recovery

Jan 3, 2026

Secondary occurrence identified and resolved

Jan 5, 2026

Permanent fix deployed to production

Root Cause

Our data processing workers experienced a condition that caused them to stop picking up queued requests. While the system continued to accept and queue new requests normally, the workers responsible for processing those requests stopped responding to the queue. The processing system required a restart to resume normal operations.

Our Response

Our engineering team quickly identified the affected systems and restored normal processing. We then developed and deployed a permanent fix to prevent recurrence.

Immediate Actions Taken:

• Rapid recovery: Restored processing by restarting affected services
• Permanent fix deployed: Implemented automatic recovery mechanisms to prevent workers from entering a stalled state

What We're Doing to Prevent This

We've identified several improvements to prevent similar incidents and improve our response capabilities:

• Automatic Worker Recovery: Processing workers now automatically refresh to prevent stalled states. Status: Deployed January 5, 2025
• Enhanced Monitoring: Improved alerting for queue processing delays to enable faster detection. Status: In progress
• Architecture Review: Long-term review of processing architecture to improve system resilience. Status: Scheduled for Q1/Q2 2026

Our Commitment to You

We understand that timely reporting is critical to your business, and we fell short of our commitment to reliable delivery during this period.

We're grateful for your patience and continued trust in NinjaCat.

Questions or Concerns?

If you have any questions about this incident or continue to experience any issues with report processing, please don't hesitate to reach out to our support team. We're here to help.

Contact Support:

• Email: [email protected]
• In-app chat support