Is Templafy Down?

## Investigation On October 28, 2026, at 3:11 PM CET an issue was detected, following reports from affected customers. The engineering team investigated the reported behavior and identified that a recent migration to the HTTP QUERY method had introduced compatibility issues with certain Zscaler configurations that did not permit this request method. ## Mitigation Following the identification of the issue, the engineering team initiated mitigation efforts to restore the affected functionality. The team determined that reverting the affected endpoints to the previously supported HTTP POST method would restore compatibility with the impacted network configurations. The engineering team implemented the necessary changes to address the issue and restore normal functionality for affected customers. ## Resolution On October 28, 2026, the engineering team completed the rollback from HTTP QUERY to HTTP POST for the affected endpoints. This restored compatibility with the impacted Zscaler configurations and resolved the functionality issues experienced by affected customers. The incident was resolved at 9:26 PM CET on October 28, 2026. ## Post-Incident Actions To reduce the likelihood of similar incidents, we are reviewing our approach to introducing new HTTP request methods, with particular attention to compatibility with enterprise network security solutions. These measures are intended to improve early detection and strengthen platform reliability across different customer environments. ## Impact and Scope The incident affected a subset of enterprise customers using Zscaler with network configurations that restricted the HTTP QUERY method. Affected customers experienced disruptions to multiple Templafy functionalities, including difficulties performing daily tasks that relied on the impacted requests. The impact was limited to customers using the affected network configurations rather than all Templafy users. We sincerely apologize for the disruption caused by this incident. Maintaining a reliable and seamless experience for our customers remains a top priority. We are committed to continuously improving our platform's compatibility, monitoring, and stability to help prevent similar issues in the future. --- [2026-10-28T21:28:47.457+01:00] (resolved) The incident has been resolved, and further information will be provided in a postmortem shortly. We apologize for the impact to affected customers. --- [2026-10-28T20:20:41.344+01:00] (monitoring) The incident has been successfully mitigated, and our team is actively monitoring the situation to ensure ongoing stability and performance. We are observing the systems to prevent any further disruptions. --- [2026-10-28T15:37:38.524+01:00] (identified) We have identified an issue that affects a subset of customers and are working towards a resolution. Further updates will be posted here soon.

# Investigation On September 29, 2026, at approximately 12:03 PM CET, an upstream Microsoft Azure platform issue began affecting services supporting Document Agents. Customers experienced Document Agents not responding as expected. Requests to the supporting Microsoft services experienced intermittent failures, increased latency, and HTTP 5XX errors. The investigation identified an upstream Microsoft Azure platform issue affecting Azure OpenAI Service, Foundry Agent Service, Foundry Models, and Cognitive Services. The disruption primarily affected services hosted in Sweden Central, with regional impact also observed in Spain Central. As the investigation progressed, the engineering team monitored updates from Microsoft and validated Document Agent functionality internally to determine when the dependent services had recovered. # Mitigation The engineering team continued monitoring the affected Azure services while Microsoft worked to restore the impacted platform components. At approximately 8:54 PM CET on September 29, 2026, Microsoft implemented remediation for the underlying platform issue. Following this change, our engineering team began monitoring service recovery and performed internal tests of Document Agents to confirm that requests were completing successfully. The team maintained an observation period to ensure that service health remained stable before closing the incident. # Resolution Following Microsoft's remediation, the affected Azure services recovered and Document Agent functionality returned to normal. The engineering team confirmed through monitoring and internal testing that Document Agents were responding successfully and that the previously observed request failures had subsided. The incident was resolved at 9:03 PM CET on September 29, 2026, after service stability had been confirmed. # Impact and Scope The incident affected Document Agents for customers served by the following production clusters: * West Europe \(Production 0\) * West Europe \(Production 1\) * West Europe \(Production 5\) Document Agents depend on Azure OpenAI Service to function. Affected customers could experience Document Agents not responding, intermittent request failures, or increased latency. The customer impact was caused by the Microsoft Azure platform disruption affecting the supporting services in Sweden Central. No data loss was identified as part of this incident. # Post-Incident Actions This incident was caused by an upstream Microsoft Azure platform issue. Document Agents depend on Microsoft services, and recovery during this incident depended on Microsoft's remediation. We are reviewing options to improve resilience against regional failures affecting these critical cloud dependencies. In particular, we will evaluate additional regional failover capabilities for the services supporting Document Agents so that workloads can be redirected when an underlying Azure region becomes unavailable or degraded. These measures may help reduce customer impact from future disruptions, while Document Agents remain dependent on the availability of the supporting Microsoft services. --- [2026-09-29T20:58:50.485+02:00] (resolved) The incident has been resolved, and further information will be provided in a postmortem shortly. We apologize for the impact to affected customers. --- [2026-09-29T20:56:03.534+02:00] (monitoring) Microsoft pushed a fix which seems to resolve the issue. We will monitor document agents in Templafy at this point of time. --- [2026-09-29T19:01:51.090+02:00] (investigating) Intermittent request failures and increased latency across Azure OpenAI, Azure AI Foundry, and Cognitive Services. We are following the updates from Microsoft.

## Investigation A small number of users across two tenants reported issues when using **Find Template** and **Update Document** in the VSTO add-in. The engineering team investigated the reported behavior and reviewed the available client-side diagnostic information. The issue could not be reproduced in our internal environments, and the investigation found no indication of a broader service degradation, back-end issue, or change affecting the VSTO add-in generally. The available diagnostics indicated that the affected clients encountered a failure while initializing a local web component used by the add-in. Find Template was the initial functionality affected, which could subsequently affect other functionality such as Update Document. Based on the investigation and the very limited number of affected users, we determined that this was **not a service-wide incident**, but an isolated client-side issue affecting specific user environments. ## Mitigation The engineering and support teams worked with the affected customers to collect diagnostic information and investigate potential environmental factors. Updating the VSTO add-in was also evaluated as part of the troubleshooting process. This did not consistently resolve the reported behavior, further indicating that the issue was not associated with a specific VSTO release. As the issue was isolated to a small number of users and could not be reproduced in our environments, troubleshooting focused on the affected local environments rather than making changes to the production service. ## Resolution The investigation did not identify a definitive root cause. However, the available evidence indicated that the behavior was specific to the affected client environments rather than a broader issue with the Templafy service. Potential contributing factors included the state of locally installed components, the local Microsoft Office environment, or recent environmental updates. None of these factors independently reproduced the behavior during our investigation. As no broader service impact was identified, the event was determined **not to constitute a production incident**. The reported behavior continues to be tracked through our standard product investigation and escalation processes. ## Impact and Scope The reported issue had a **very limited scope**, affecting only a small number of users across two tenants. There was no evidence of an impact to other tenants, a production cluster, the Templafy back-end services, or the broader VSTO user base. The investigation therefore concluded that the reports represented isolated client-side behavior rather than a wider service incident. We sincerely apologize for the disruption experienced by the affected users. Maintaining a reliable and seamless experience remains a high priority, and we will continue investigating these isolated reports and monitoring for any evidence of a broader pattern. --- [2026-09-09T10:09:51.016+02:00] (resolved) The incident has been resolved, and further information will be provided in a postmortem shortly. We apologize for the impact to affected customers. --- [2026-09-08T13:49:50.820+02:00] (monitoring) The incident has been successfully mitigated, and our team is actively monitoring the situation to ensure ongoing stability and performance. We are observing the systems to prevent any further disruptions. --- [2026-09-08T10:24:12.144+02:00] (identified) We have identified an issue that affects a subset of customers and are working towards a resolution. Some customers might experience issues in using the find template and update document functionality in the Word VSTO Add-ins. Further updates will be posted here soon.