# 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, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2026-01-27 18:56 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/qlj3g3pdy12j](https://stspg.io/qlj3g3pdy12j)
- [Company: MessageBird (Bird)](https://rewindex.com/company/messagebird-bird.md)
- Versions: before (none: first archived) → after incident\_version:122/8nn2j44kbw20@8a26c85ae382
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Database Issue Causing Platform Performance Degradation
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-01-27 18:56 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-01-27 21:10 UTC
```

**6. Added: Affected components**

```diff
+ Analytics - US (West), Campaigns - US (West), Contacts - US (West), CRM - Analytics - US (West), CRM - Campaigns - US (West), CRM - Contacts - US (West)
```

**7. Added: Update** (investigating) · 2026-01-27 18:56 UTC

```diff
+ 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.
```

**8. Added: Update** (identified) · 2026-01-27 19:55 UTC

```diff
+ The issue has been identified and a fix is being implemented.
```

**9. Added: Update** (identified) · 2026-01-27 20:27 UTC

```diff
+ The team has made additional adjustments and we have started seeing accelerated recovery of the cluster.
```

**10. Added: Update** (identified) · 2026-01-27 20:31 UTC

```diff
+ We have identified which hardware was causing the issues and are replacing it. We are already seeing some improvement and expect that to continue.
```

**11. Added: Update** (monitoring) · 2026-01-27 20:53 UTC

```diff
+ A fix has been implemented and we are monitoring the results.
```

**12. Added: Update** (resolved) · 2026-01-27 21:10 UTC

```diff
+ This incident has been resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-01-27 18:56 UTC | Major incident: Database Issue Causing Platform Performance Degradation (this change) | degradation |

All MessageBird (Bird) changes: [timeline](https://rewindex.com/company/messagebird-bird/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


---
Canonical: https://rewindex.com/change/i21edea6e93d722 · Markdown: https://rewindex.com/change/i21edea6e93d722.md · JSON: https://rewindex.com/api/v1/changes/i21edea6e93d722 · Generated 2026-10-18T03:29:08.553Z