Custompay AppDatabase — outage
critical Resolvedstarted 2026-08-30 19:57 UTC · resolved 2026-08-30 22:41 UTC · Affected: Database
Resolved
2026-09-02 17:38 UTC
Investigation determined that the database outage was caused by an external VPS infrastructure disruption. IONOS reported a technical issue that prevented some VPS instances from restarting successfully: https://www.ionos-status.com/incidents/v1yw7spvyhw5
Resolved
2026-08-30 22:41 UTC
Closed automatically: the service recovered and stayed stable.
Monitoring
2026-08-30 22:31 UTC
“Database” is working again (watching for stability).
Investigating
2026-08-30 20:02 UTC
Outage detected automatically: “Database” changed to “major outage”.
Postmortem
On August 30, 2026, from 19:57 to 22:33 UTC, the database server was unavailable following an unexpected shutdown of its virtual machine within the external hosting infrastructure.
Windows logs confirmed an unplanned shutdown with no evidence of a BSOD, an operating-system-initiated restart, or a hardware error within the guest system. During the recovery period, IONOS reported a technical disruption that prevented some VPS instances from restarting successfully: IONOS incident report (https://www.ionos-status.com/incidents/v1yw7spvyhw5).
Once the virtual machine became available again, SQL Server started successfully and our automated checks confirmed that database connectivity had been restored.
We are also improving our monitoring so that the loss of the monitoring agent running on the database server is independently verified from an external node and correctly classified as a database outage rather than an internal network issue.