Sumsub Outage History

Sumsub's support systems experienced a complete outage for 1.5 hours due to an infrastructure provider failure, making all messaging channels (Slack, Telegram, Dashboard chats) and ticketing workflows unavailable. Customers could not create new tickets or have their replies on existing tickets reach the support team during this period. The ticketing functionality was restored after the infrastructure provider resolved the incident, and all previous messages could be resubmitted for processing.

Sumsub's public documentation site was unavailable for 15.8 hours due to an external documentation platform outage. The core Sumsub product functionality and business operations remained unaffected during this incident. The issue was resolved without requiring internal fixes since it originated from the third-party documentation platform.

Sumsub experienced a limited access issue affecting specific sections of the Admin Panel for users with a particular account role. The problem was caused by an edge-case bug that only impacted a specific role configuration, with no broader system impact identified. The issue was resolved after 1 hour, restoring full access to all affected Admin Panel sections.

Sumsub experienced a DDoS attack that affected their infrastructure and WebSDK service for approximately 50 hours, causing intermittent disruptions and increased response times. The attack used sophisticated bot traffic patterns designed to bypass standard protection layers like Cloudflare, requiring custom in-house mitigation measures. The incident was resolved after engineering teams successfully implemented anti-DDoS countermeasures and restored full service stability.

Sumsub experienced a DDoS attack that lasted 27.6 hours, prompting the implementation of countermeasures by their security team. The attack activity eventually subsided and services returned to normal operation. The incident was resolved with continued monitoring to ensure platform stability.

Sumsub's API was targeted by a DDoS attack that caused a 20-30x spike in requests, affecting service availability for 6.2 hours. The team successfully identified and blocked the attack source, working with Cloudflare to implement countermeasures and restore full operational status.

Sumsub's Support integration with Slack malfunctioned for 14.8 hours, causing support tickets to be automatically closed without manual intervention. The team restored normal operations and automatically reopened all affected tickets, then identified the root cause and implemented a permanent fix. The system has been confirmed operational with all affected support tickets processed.