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Iterable: Platform Impact – Third-Party Vendor Disruption (Regional)

Affected components: Global Proof SendsGlobal CatalogGlobal Partner WebhooksGlobal Analytics ProcessingGlobal Web ApplicationGlobal API SuccessGlobal System WebhooksGlobal API IngestionGlobal LinksGlobal Campaign Sends

Timeline of updates

1. investigating2025-10-20 13:15 UTC

   We’re currently investigating an issue that is impacting multiple parts of our platform. Some customers may experience increased error rates, timeouts, or degraded performance when accessing our services. Issues are related to a third-party experiencing issues. Our engineering team is closely monitoring the situation and working with the provider to restore full functionality as quickly as possible. We’ll continue to provide updates here as more information becomes available. Next Update: Within 60 minutes. Thank you for your patience and understanding.

2. identified2025-10-20 14:10 UTC

   We’re continuing to experience issues impacting multiple parts of our platform. Customers will continue to experience increased error rates, timeouts, or degraded performance when accessing our services. The issue remains related to a third-party provider experiencing ongoing instability. Our engineering team has re-engaged with the vendor and continues to monitor the situation closely. We’ll continue to share updates here as more information becomes available. Next Update: Within 60 minutes. Thank you for your patience and understanding.

3. identified2025-10-20 15:16 UTC

   We're continuing to experience issues impacting multiple parts of our platform. Customers may continue to experience increased error rates, timeouts, or degraded performance when accessing our services. Sends or Journeys that are delayed will be queued automatically on our end and delivered once all issues are resolved. There is no need to retry/reschedule them manually The issue remains related to a third-party provider experiencing ongoing instability. Our engineering team remains engaged with the vendor and continues to monitor the situation closely. We'll continue to share updates here as more information becomes available. Next Update: Within 60 minutes. Thank you for your patience and understanding.

4. identified2025-10-20 16:01 UTC

   We are now also seeing issues connecting to the Iterable application itself. We are continuing to work through these network issues with our upstream provider to restore full access to our customers. Any scheduled campaigns or journeys are still being queued to our backend. Next update within 30 minutes

5. identified2025-10-20 16:06 UTC

   We are now also seeing issues connecting to the Iterable application itself. We are continuing to work through these network issues with our upstream provider to restore full access to our customers. Any scheduled campaigns or journeys are still being queued to our backend. Next update within 30 minutes

6. identified2025-10-20 16:36 UTC

   We are seeing improvements for customer access to the Iterable web app and global API endpoints. Customers may still continue to experience increased error rates, timeouts, or degraded performance when accessing our services due to continued issues with our provider. Sends or Journeys that are delayed will be queued automatically on our end and delivered once all issues are resolved. There is no need to retry/reschedule them manually Next update within 60 minutes

7. identified2025-10-20 17:41 UTC

   While we are continuing to see improvements for customer access to the Iterable web app and global API endpoints, customers may still experience an elevated error rate, timeouts, or degraded performance when accessing our services due to continued issues with our provider. Sends or Journeys that are delayed will be queued automatically on our end and delivered once all issues are resolved. There is no need to retry/reschedule them manually. Next update within 60 minutes.

8. monitoring2025-10-20 18:47 UTC

   Our provider has informed us that they have applied the necessary mitigations across the whole affected region and we are seeing our services resume normal operations. There are still some queued sends and journeys that we are working through but there is no additional ongoing impact. Next update at 12:30PM PDT or sooner.

9. monitoring2025-10-20 20:00 UTC

   Iterable's web application and global API are now fully operational, and service levels have returned to normal. All queued sends are up to date. Some downstream effects to note: our data warehouse providers will experience some data sync delays. This includes Iterable AI features such as predictive goals and brand affinity, as well as our datasharing program. For any questions, please contact support@iterable.com Next update at 3PM PDT.

10. resolved2025-10-20 21:54 UTC

    All ongoing issues from today have now been resolved, including all AI and datasharing services that were previously still experiencing occasional latency. For any questions, please contact support@iterable.com. Thank your for patience and understanding as we worked through these issues today with our provider.

Rewindex changes for this incident

• Major incident: Platform Impact – Third-Party Vendor Disruption (Regional) 2025-10-20 13:15 UTC

Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab). Iterable profile · Recent Iterable incidents · Markdown · JSON