Description: Flexera One Platform - NA - Service Degradation
Timeframe: August 13, 2025, at 12:53 AM PDT to August 13, 2025, at 2:22 AM PDT
Incident Summary
On Wednesday, August 13, 2025, at 12:53 AM PDT, our teams identified a service degradation impacting various products within the Flexera One platform in the North America (NAM) region. The affected customers may have faced challenges accessing the platform, with several products, including ITAM, ITV, CCO, and all API consumers, rendered inaccessible.
An initial investigation revealed that critical components of the identity and access management environment had been unexpectedly removed, resulting in a degradation of services and widespread unavailability across the platform.
Our technical teams were promptly engaged to commence recovery efforts. Although the platform itself remained online, necessary associated services and deployments had been deleted. Our teams provisioned a parallel environment alongside the existing one and redeployed all necessary applications into the alternate environment, successfully restoring services. Following thorough validations, the issue was officially declared resolved by August 13, 2025, at 2:22 AM PDT.
Root Cause
The service disruption was caused by human error, where commands intended for a local test environment were inadvertently executed against the production environment. This resulted in the removal of critical deployments and services, rendering the platform unavailable and causing widespread impact across dependent services.
Remediation Actions
· Provisioned an alternative environment alongside the existing environment.
· Redeployed all required applications into the alternate environment.
· Validated that all critical components and deployments were functioning as expected.
· Switched routing from the impacted environment to the alternate environment.
· By August 13, 2025, at 2:22 AM PDT, services across the NAM region were restored, and customers regained access to the Flexera One platform.
Future Preventative Measures
· Training & Awareness:
I. Conduct additional training on disaster recovery scenarios.
II. Reinforce safe handling practices for local vs. production environments.
· Access Controls:
I. Restrict admin-level access to a need-to-have basis only.
· Monitoring & Auditing:
I. Implement daily audit reports for all admin logins in production accounts.
II. Create read-only database users to limit the risk of accidental changes.