Major incident

FloQast: Request Agent Dashboard and Evidence Request Load Failures

Affected: Optimize the Close - EMEA, Optimize the Close - APAC, Optimize the Close - US, Connected Compliance - EMEA, Connected Compliance - APAC, Connected Compliance - US

Current status of FloQast: Operational — live FloQast status

Timeline

1. May 12, 2026, 19:13 UTC
   investigating
   We are currently investigating an issue affecting Request Agent. Users attempting to access the Request Agent dashboard page may find the page loading endlessly.
2. May 12, 2026, 19:21 UTC
   investigating
   We are continuing to investigate this issue.
3. May 12, 2026, 19:39 UTC
   identified
   The issue has been identified and a fix is being implemented.
4. May 12, 2026, 20:49 UTC
   monitoring
   A fix has been applied to the US and EU databases and both are operating normally. We are continuing to work on restoring full functionality for the AU database. We will provide a further update once AU has been resolved.
5. May 12, 2026, 20:59 UTC
   resolved
   This incident has been resolved.
6. May 14, 2026, 21:50 UTC
   postmortem
   **Summary:** On May 12, 2026, between 10:46 AM PT and approximately 1:15 PT, the Request Agent feature was unavailable. Functionality was restored for customers on our US database at approximately 1:15 PT, for customers on our EU database at approximately 1:24 PT, and for customers on our APAC database by 1:55 PT. Customers were unable to create or view Requests, and customers were also unable to create Evidence Requests in Compliance Management. **Root Cause:** This incident was caused by an error introduced during a routine infrastructure update that resulted in certain services becoming misconfigured when deployed to production, making the Request Agent feature unavailable. **Immediate Resolution:** The misconfiguration was identified, and the affected services were restored to a known-good state, returning full functionality across all regions. **Follow-up Actions:** The deployment pipeline has been updated so that the affected class of services now always builds fresh from environment-specific configuration rather than reusing previously packaged artifacts, preventing this category of misconfiguration from reaching production. Traffic routing configuration is being audited across environments to ensure priority values are consistent and changes are validated before reaching production. The team is also accelerating the migration of affected legacy services to a more modern hosting model that eliminates this class of packaging issue entirely.

Updates as published by FloQast (original).