gaiia Outage History

The gaiia service experienced intermittent connectivity issues for 24 hours due to an infrastructure incident at AWS US-EAST-1 data center. The incident affected the web app, GraphQL API, mobile field service, online checkout, and customer portal, causing brief errors and increased latency for some users. The issue was resolved after AWS completed their infrastructure recovery.

Gaiia's payment processor (IPPAY) experienced significantly increased response times starting March 5, 2026, causing delays in payment processing and affecting the Web App, Public GraphQL API, Online Checkout, and Customer Portal. Users experienced longer than usual payment transaction times and processing delays, with warnings issued to avoid manual payment retries to prevent duplicate charges. IPPAY resolved the latency issue on March 10, 2026, and Gaiia implemented additional mitigations including clearer error messaging and duplicate payment prevention for future incidents.

The gaiia service experienced a 2.6-hour incident where emails sent to the mailbox were not automatically creating tickets as expected, affecting the Web App functionality. The issue was identified and a fix was implemented, with the service automatically reprocessing any tickets that failed to be created during the outage. The incident was fully resolved with continued monitoring to ensure stable operation.