Major incident

unico skill: Instability affecting ID CLOUD capabilities

Current status of unico skill: Operational — live unico skill status

Timeline

1. Jul 20, 2026, 12:10 UTC
   identified
   Dear Customer, We have identified an instability in some of our IDCloud capabilities, affecting the GetSelfie, process creation, and process details flows for the Web Journey (formerly ByUnico). The API Journey (ByClient) flows were not affected. Our engineering team is mobilized to resolve the issue as soon as possible. We will follow up shortly with further updates.
2. Jul 20, 2026, 12:35 UTC
   identified
   We are continuing to work on a fix for this issue.
3. Jul 20, 2026, 12:39 UTC
   monitoring
   Dear Customer, Our engineering team has identified and implemented the necessary actions to resolve the instability in the affected IDCloud flow capabilities. At this time, the technical team is conducting a detailed analysis of our data layer and continues to monitor the environment. We reiterate that further updates will be sent shortly.
4. Jul 20, 2026, 13:22 UTC
   resolved
   Executive Summary and Impact We identified an instability affecting the process capture and visualization flows, as well as authentication, for the Web Journey, with impact between 09:07 and 09:21 (BRT). The impact reached a portion of clients using this flow; the API Journey was not affected. Root Cause and Resolution The root cause is linked to a configuration change applied in production, which caused increased load on an internal database component. This increased load raised latency and errors in an integration layer, which in turn triggered a protective mechanism and temporarily interrupted the Web Journey flows. The engineering team rolled back the configuration change to mitigate the issue, and the situation normalized shortly after. Commitment and Next Steps The engineering team continues to monitor the environment following the rollback of the changes made. A detailed postmortem will be shared by our team in the coming days. We apologize for the inconvenience. Unico Team!
5. Aug 4, 2026, 14:14 UTC
   postmortem
   **Summary** On July 20, 2026, between 9:07 AM and 9:21 AM \(Brasília time\), the selfie capture and authentication flows were unavailable for approximately 14 minutes. The incident was caused by a query without an adequate index running as part of the database migration flow, causing database CPU to spike to 53%, dependent service latency to jump 78 times above normal, and the circuit breaker mechanism to fully block calls to the affected service. The causing behavior was reverted and the service recovered in approximately 1 minute. **Impact** Users of the selfie, authentication, and web-based proof-of-life flows received open-circuit errors during the period, with 743 and 125 requests blocked respectively in the most affected flows. The service returned to normal at 9:21 AM after the causing behavior was reverted **Root Cause** The root cause was identified in the database migration flow: a query introduced as part of the migration lacked the index needed to run efficiently on the new database. When the new behavior was activated in production, the query began performing full scans per tenant, with the number of rows read jumping from ~5 million to ~25 million per execution, saturating the database CPU and causing response latencies of up to 10 seconds. **Resolution** The team identified the database CPU spike as the source of the problem and correlated it with the recently introduced behavior change approximately 7 minutes after the first alert. The change was reverted at 9:20 AM, and the service recovered immediately. **Lessons Learned** The incident showed that volume differences between validation and production environments can mask performance issues that only manifest at real-world scale. Silent error handling in the application worsened the situation by making the degradation invisible to monitoring. As follow-up actions, the team prioritized creating the missing index and removing the silent error suppression pattern.

Updates as published by unico skill (original).