Changes / MessageBird (Bird) / Database Issue Causing Platform Performance Degradation

MessageBird (Bird): Major incident: Database Issue Causing Platform Performance Degradation

Summary

MessageBird (Bird) reported major database performance degradation in US (West), causing timeouts, slow responses, intermittent errors, delayed CDP synchronization and profile updates, and affected Campaigns operations. It started at 2026-01-27 18:56 UTC and resolved at 2026-01-27 21:10 UTC, lasting 2 h 13 min. The vendor identified problematic hardware, reported replacing it, and implemented a fix.

Machine-written from the diff below (Sol; type: incident degradation). Check the diff before relying on it.

Major incidentLabel: degradation (model (Jev), 97%)Changed Detected Source: stspg.io (opens in new tab)

What changed

AddedTitle#1
Before: not present
After: Database Issue Causing Platform Performance Degradation
AddedImpact#2
Before: not present
After: major
AddedStatus#3
Before: not present
After: resolved
AddedStart time#4
Before: not present
After: 2026-01-27 18:56 UTC
AddedResolved time#5
Before: not present
After: 2026-01-27 21:10 UTC
AddedAffected components#6
Before: not present
After: Analytics - US (West), Campaigns - US (West), Contacts - US (West), CRM - Analytics - US (West), CRM - Campaigns - US (West), CRM - Contacts - US (West)
AddedUpdateinvestigating#7
Before: not present
After: We are currently experiencing a database performance issue that is impacting multiple platform services. Customers may encounter timeouts, slow response times, and intermittent errors when accessing the following areas: * CDP (Customer Data Platform) - Data synchronization and profile updates may be delayed * Campaigns - Campaign creation, editing, and sending operations may be affected Our engineering team is actively investigating the database issue and working to restore normal service. We will provide updates as we make progress toward resolution.
AddedUpdateidentified#8
Before: not present
After: The issue has been identified and a fix is being implemented.
AddedUpdateidentified#9
Before: not present
After: The team has made additional adjustments and we have started seeing accelerated recovery of the cluster.
AddedUpdateidentified#10
Before: not present
After: We have identified which hardware was causing the issues and are replacing it. We are already seeing some improvement and expect that to continue.
AddedUpdatemonitoring#11
Before: not present
After: A fix has been implemented and we are monitoring the results.
AddedUpdateresolved#12
Before: not present
After: This incident has been resolved.

First version of this incident archived by Rewindex. View the live incident (opens in new tab).

History of this incident

When (UTC)ChangeKind
Major incident: Database Issue Causing Platform Performance Degradation (this change)
MessageBird (Bird) reported major database performance degradation in US (West), causing timeouts, slow responses, intermittent errors, delayed CDP synchronization and profile updates, and affected Campaigns operations. It started at 2026-01-27 18:56 UTC and resolved at 2026-01-27 21:10 UTC, lasting 2 h 13 min. The vendor identified problematic hardware, reported replacing it, and implemented a fix.
Major incident

All MessageBird (Bird) changes → · MessageBird (Bird) profile · Markdown · JSON