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Post-Incident Report – Dualog Service Disruption on 28 January 2026

Incident Date: 28 January 2026
Duration: 04:28 to 07:45 UTC
Affected Services: Multiple services (intermittent connectivity)
Status: Resolved

Summary

On 28 January 2026, our infrastructure experienced a network disruption that caused intermittent connectivity issues and reduced service availability between 04:28 and 07:45 UTC. All services were fully restored by 07:45 UTC, and no data was lost.

Impact

A network disruption occurred within our infrastructure, which temporarily impacted service availability during the time window noted above.

• Services like Mail, Drive, Fetch, and the Dualog Portal experienced intermittent connectivity issues.
• No data was lost.
• All services were fully restored by 07:45 UTC.

Root Cause

A pre-existing internal network configuration issue, combined with an unexpected load spike on one of our servers, triggered a cascade effect that temporarily overwhelmed our network capacity. The incident also exposed a latent software bug that only manifested under these specific conditions.

Resolution & Recovery

Our team identified and removed the affected network component, then restored services using an improved configuration. Service stability was fully restored by 07:45 UTC.

Preventive Measures

We have implemented the following improvements to reduce the likelihood of recurrence:

• Restructured internal network architecture for improved resilience.
• Reduced the scope of shared network components to minimize cascade risk.
• Requested increased capacity from our network provider.
• Initiated a review of our infrastructure to standardize software versions.

Data Integrity

We have no indication of data loss, data leakage, or unauthorized access.

Final Note

At Dualog, service reliability is a top priority. We regret the inconvenience this disruption may have caused and appreciate your patience while we resolved the issue. We remain committed to strengthening the resilience of our platform and sharing transparent updates with our customers.