Root Cause Analysis
1. Incident Summary
Incident Date | 16 July 2026 |
Type of Event | Unplanned |
Severity | Sev2 |
Service Affected | Platform Integration Services |
Impact Start | 16 July 2026 — 14:13 (Dublin time) |
Service Restored | 16 July 2026 — 15:43 (Dublin time) |
Duration of Impact | Approximately 1 hour 43 minutes |
Status | Resolved |
2. Detailed Event Narrative
On 16 July 2026, Fenergo deployed a planned infrastructure configuration update to optimise platform resource management. Following deployment, specific services were disrupted for a subset of clients. Fenergo's engineering team identified the issue and notified customer support at 13:53.
The investigation identified the root cause and the issue was remediated.
3. Event Timeline
Time | Event |
16 July 2026 — Morning | Planned infrastructure configuration update deployed to production environments. |
16 July 2026 — 13:53 (Dublin time) | Fenergo engineering identified service disruption and notified support. Investigation commenced. |
16 July 2026 — 14:13 (Dublin time) | Impact window opened. Root cause identified as a permission change affecting platform integration services. |
| Permissions restored via deployment pipeline. Recovery of affected client journeys initiated where required. |
16 July 2026 — 15:43 (Dublin time) | Service confirmed restored across all affected environments. Clients confirmed. Incident closed. |
4. Services Impacted
The following services were impacted during this incident:
Service | Impact Description |
Platform Integration Services | Screening, external authentication, and external data integration services were disrupted for a subset of clients, preventing completion of integration-dependent workflows. |
There was no impact on the accuracy or integrity of work completed prior to the incident. No data loss occurred.
5. Affected Applications and Systems
The Fenergo application was impacted by this incident. The impact was contained to platform integration services. All other areas of the Fenergo application continued to operate normally throughout the incident.
6. Root Cause Analysis
The root cause of this incident was a planned configuration change where the specific impact on platform permissions was not detected by automated testing prior to deployment.
7. Corrective Actions and Corrective Actions Timeline
Fenergo has identified the following corrective action to prevent recurrence:
# | Corrective Action | Target Timeline |
1 | Enhance automated checks with additional logic to validate infrastructural permission changes prior to production deployment. | Completedd |
8. Closing Statement
Fenergo takes the reliability of its platform and the continuity of our clients' operations seriously. We are committed to delivering the corrective action outlined above and to embedding the lessons learned from this incident into our engineering and deployment practices.
We apologise for the disruption caused and thank our clients for their patience and continued partnership with our support teams throughout the recovery process.
Preliminary RCA
On 16th July, a system configuration change temporarily affected access to a required resource on a subset of tenants. Access has been restored and service is operating normally.
13:55 BST
Fenergo alerting picked up issues with WCO/Lexis Nexis screening searches
14:15 BST
Root cause has been identified. Fenergo working on resolution.
14:39 BST
Resolutions are under way with confirmed reports that service has been restored.
15:10 BST
Resolution has been deployed to all tenants. Service has been restored.
15:11 BST
Preliminary RCA will be shared within 24 hours