Is Piano Software Down?

**Incident explanation** * Due to inconsistencies in our delivery process, two services with incompatible versions were deployed to production during a full redelivery of all services, aimed at quickly resolving a security vulnerability * These services are part of our data ingestion pipeline, which became blocked. As all consolidation and aggregation jobs depend on this step, they could not be computed, delaying data availability. ‌ **Action performed** * Both services were rolled back to their last stable versions, which unblocked the process. ‌ **Actions to come** * Strengthen validation of this part of the pipeline during deliveries. Set up an on-call rotation for the D-1 data feed \(details to be defined\). --- [2026-10-30T11:12:23.871Z] (resolved) The issue has been resolved and the delay in data generation has now been caught up. All scheduled exports have been sent. --- [2026-10-30T11:03:26.712Z] (monitoring) We are continuing to monitor for any further issues. --- [2026-10-30T09:51:17.347Z] (monitoring) A fix has been implemented and data recovery is currently underway (already completed for around 90% of customers). --- [2026-10-30T09:26:56.940Z] (investigating) We are continuing to investigate this issue. --- [2026-10-30T09:29:04.507Z] (investigating) We are currently experiencing a delay in data generation for yesterday on Piano Analytics. Daily scheduled exports may be still pending to be sent. Hourly and dataflow exports are not affected by the problem. Our technical teams are actively working to resolve the issue. Please excuse us for any inconvenience caused.

Between approximately 18:00 UTC and 20:21 UTC on October 21, 2026, some users were unable to log in to the Piano ESP dashboard, as the login page was timing out. Some new newsletter sign-ups may also not have been recorded during this time. The issue was caused by a disruption at an external service provider. A fix has been deployed and the ESP dashboard is now operating normally. We apologize for the inconvenience.

**Incident explanation:** <ul><li>Snowflake outage affecting multiple core Snowflake services and features. (AWS - Europe (Ireland))</li><li>Many of Snowflake&#x27;s services were unavailable, which affected part of the data processing chain, certain types of exports, and the analytics API.</li><li>Incident Report : https://status.snowflake.com/incidents/bfh045zclk5k</li></ul> **Actions performed:** <ul><li>Monitoring the situation while awaiting the fix from Snowflake, along with several actions on our end aimed at resolving issues caused by this incident (fixing data processing delays on our end, fixing delays in certain exports, etc.).</li></ul> --- [2026-10-22T07:58:51.411Z] (resolved) The incident has been resolved and is no longer affecting Piano Analytics. We apologise for the inconvenience caused. --- [2026-10-21T18:48:22.795Z] (identified) We are currently experiencing a production incident on Piano Analytics products. Please excuse us for any inconvenience caused.

Piano ESP will perform scheduled maintenance on Tuesday, November 10, and Wednesday, November 11, 2026, between 01:00 and 03:00 UTC to upgrade the search and analytics engine to a newer version. The maintenance will affect Piano ESP services in the Europe (EU) region. No service interruptions are expected. During this period, for a short time, users may see slower responses or errors when they view statistics and reports in the ESP dashboards, search content, or get on-site recommendations. Collected events and email activity may also appear in reports later than usual. Email campaigns will continue to send.

Piano ESP will perform scheduled maintenance on Tuesday, November 10, and Wednesday, November 11, 2026, between 01:00 and 03:00 UTC to upgrade the search and analytics engine to a newer version. The maintenance will affect Piano ESP services in the Europe (EU) region. No service interruptions are expected. During this period, for a short time, users may see slower responses or errors when they view statistics and reports in the ESP dashboards, search content, or get on-site recommendations. Collected events and email activity may also appear in reports later than usual. Email campaigns will continue to send.