Service Outage Summary (8/19/2025)

During yesterday’s system update, unexpected behavior in the update caused intermittent 500 errors and slowdown for some customers over the course of a couple of hours. Once identified, the update was halted and rolled back to the most recent stable version. Because the update had already partially rolled out across several servers, the rollback took additional time to fully propagate, which is why intermittent access issues persisted even after the rollback was initiated.

For future preparedness, we recommend reviewing our General FAQ, which includes proactive guidance on accessing your information during an outage, including use of iCal feeds, daily schedule emails, and other alternate access options.

Importantly:

• Our backup portal (web only) remained fully functional throughout the event.

• While the mobile apps were unable to synchronize during the disruption, they continued for pet sitters in offline mode, and any actions performed during that time were synchronized (and back-dated appropriately) once full service was restored.

Looking forward, we are using this incident as an opportunity to further strengthen our infrastructure with faster rollback mechanisms, enhanced deployment safeguards, and ongoing platform upgrades designed to deliver even greater long-term reliability and performance.