Delayed message delivery

Mio has been experiencing strong growth across our customer base, and that growth has been pushing the limits of a subscription model we'd relied on with one of our upstream integration partners. To keep pace, we shifted to a new subscription approach designed to support significantly higher volume going forward. That transition increased the amount of data flowing through our application, and during periods of peak traffic, that data flow exceeded the capacity of our infrastructure at the time. This caused messages to back up and be delivered later than expected.

To resolve this, we increased the processing capacity of our infrastructure and migrated the affected services to a more scalable messaging architecture built to handle this higher volume as we continue to grow. Since making these changes, the platform has successfully handled traffic spikes at the same scale that previously caused delays, with no recurrence.

We're closing this incident as resolved. Scaling to support our growing customer base is a good problem to have, but we understand these delays affected your operations. We appreciate your patience while we worked through it, and please reach out to your support contact with any questions.

Update

Since our last update, we've made several changes to strengthen the platform, including increasing our processing capacity and shifting some services onto an alternate messaging system to reduce load on the affected infrastructure. Last night, our platform handled a comparable traffic spike to the one that previously triggered latency, and we did not see a recurrence. This is an encouraging sign that these changes are helping.

This is not a confirmed resolution and we have not yet identified a definitive root cause. We remain in an active monitoring period and will continue watching closely before we consider this fully resolved.

What we're doing

We're continuing to monitor platform performance closely while our investigation into the underlying cause continues in parallel. We'll provide a further update once we've either confirmed the issue is fully resolved or have more to share.

The affected systems are now stable. We have increased the capacity of the underlying infrastructure to give our application more headroom under load. Since making these changes, we have not seen the issue recur, and we are actively monitoring the platform to confirm stability. We have not yet identified a definitive root cause. Our team continues to investigate in parallel with this monitoring period.

What happened

On both August 10 and August 11, we experienced intermittent delays in message delivery during early morning hours. Our engineering team identified the issue quickly on each occasion and took immediate action to restore normal processing.

Impact

During these windows, some messages were delivered later than usual. We are not aware of any messages being lost, delivery was delayed, not dropped.

Current status

Our team continues to monitor the platform closely and is actively working on a permanent fix to prevent this issue from recurring. We are treating this as a high priority.

What we're doing

We've taken immediate steps to stabilize the system and are evaluating longer-term infrastructure improvements to strengthen reliability going forward. We'll share an update once that work is complete.

We apologize for any inconvenience this may have caused and appreciate your patience. If you have questions about how this may have affected your account specifically, please reach out to your support contact.