Production | Degraded performance | May 07, 2026
Incident
Report for PROS
Update
Dear Partners,
The PROS team continues to configure and deploy additional compute capacity successfully, and we managed to make solid progress towards restoring normal operations.
Within the past ~24 hours we:
• Resolved and/or provided a workaround to specifically reported customer issues
• Further stabilization of the live-transaction services, hence Intermittent Transaction Time-outs currently constitute less than 1% of all transactions
• Availability services were restored to pre-issue state and are operating optimally
• We were able to configure additional compute resources and commenced the generation of a pool of FastSearch environments
• PricingCache service will gradually become available, and some partners might start receiving data, yet it will be with lower quality. We will be reaching out to all of these customers and providing additional details as they become available and when a full restoration is achieved.
• Additional work was done to support the full restoration of the Web Administration Interface
In the next 24 hours the PROS team will be focused on:
• Another round of compute capacity expansion will be completed - while the provisioning speed is not ideal, we will continue to bring gradual performance improvements
• FastSearch environments regeneration continues - the goal of restoring the service in limited capacity as of early hours of Monday, 11th of May remains unchanged for the time being
• PricingCache service restoration continues, aiming to gradually restart data delivery as of Monday 11th of May - currently we are moving ahead of schedule
• Resolve the remaining Web Administration issues, aiming to fully restore functionality as of Monday 11th of May
We will be providing the next status update on Sunday, the 10th of May, to report on our progress.
Sincerely,
PROS Customer Support
The PROS team continues to configure and deploy additional compute capacity successfully, and we managed to make solid progress towards restoring normal operations.
Within the past ~24 hours we:
• Resolved and/or provided a workaround to specifically reported customer issues
• Further stabilization of the live-transaction services, hence Intermittent Transaction Time-outs currently constitute less than 1% of all transactions
• Availability services were restored to pre-issue state and are operating optimally
• We were able to configure additional compute resources and commenced the generation of a pool of FastSearch environments
• PricingCache service will gradually become available, and some partners might start receiving data, yet it will be with lower quality. We will be reaching out to all of these customers and providing additional details as they become available and when a full restoration is achieved.
• Additional work was done to support the full restoration of the Web Administration Interface
In the next 24 hours the PROS team will be focused on:
• Another round of compute capacity expansion will be completed - while the provisioning speed is not ideal, we will continue to bring gradual performance improvements
• FastSearch environments regeneration continues - the goal of restoring the service in limited capacity as of early hours of Monday, 11th of May remains unchanged for the time being
• PricingCache service restoration continues, aiming to gradually restart data delivery as of Monday 11th of May - currently we are moving ahead of schedule
• Resolve the remaining Web Administration issues, aiming to fully restore functionality as of Monday 11th of May
We will be providing the next status update on Sunday, the 10th of May, to report on our progress.
Sincerely,
PROS Customer Support
Update
Dear Partners,
We are still anticipating our cloud provider to provision the remaining compute resources. While optimal performance is not yet achieved, we are operating in a stable manner.
Throughout the day we were able to:
Resolve or mitigate majority of the aftermath customer reported issues for all live-transaction based services
Further reduce the Intermittent Transaction Time-outs and "no-results" situations as we introduced more compute resources
Availability data recaps were processed which will greatly limit availability discrepancy errors
OneSearch, Merchandising, Repricer and historical transaction services are fully operational
Made significant progress in preparing the FastSeach instances for commencing operation
The Web Administration interface is brought up with limited functionality
As we are entering the weekend here are the next steps we will be taking:
Continue expanding hardware capacity as such becomes available, thus further improving performance
FastSearch environments regeneration will commence with the goal of restoring the service in limited capacity as of early hours of Monday, 11th of May
PricingCache service restoration aiming to gradually restart data delivery as of Monday 11th of May
Enable additional Web Administration modules for customer usage
We will be providing the next status update on Saturday, the 9th of May, to report on our progress.
Sincerely,
PROS Support
We are still anticipating our cloud provider to provision the remaining compute resources. While optimal performance is not yet achieved, we are operating in a stable manner.
Throughout the day we were able to:
Resolve or mitigate majority of the aftermath customer reported issues for all live-transaction based services
Further reduce the Intermittent Transaction Time-outs and "no-results" situations as we introduced more compute resources
Availability data recaps were processed which will greatly limit availability discrepancy errors
OneSearch, Merchandising, Repricer and historical transaction services are fully operational
Made significant progress in preparing the FastSeach instances for commencing operation
The Web Administration interface is brought up with limited functionality
As we are entering the weekend here are the next steps we will be taking:
Continue expanding hardware capacity as such becomes available, thus further improving performance
FastSearch environments regeneration will commence with the goal of restoring the service in limited capacity as of early hours of Monday, 11th of May
PricingCache service restoration aiming to gradually restart data delivery as of Monday 11th of May
Enable additional Web Administration modules for customer usage
We will be providing the next status update on Saturday, the 9th of May, to report on our progress.
Sincerely,
PROS Support
Update
Dear Partners,
Our cloud provider has provisioned a portion of the additional compute resources earlier today, and these have now been deployed into Production. While this has already contributed to improved stability and reduced service interruptions, full restoration remains dependent on the provisioning of the remaining expected compute capacity.
Current Status:
• Intermittent transaction timeouts have been further reduced
• Intermittent “no-results” occurrences have decreased
• Availability data processing is operational
• Repricer and historical transaction services are operational
• FastSearch services remain partially impacted; however, rebuilding and configuration activities are actively underway to enable rapid restoration once the additional compute resources are provisioned
• The Web Administration interface is still currently inaccessible pending additional compute resource availability
Ongoing Activities:
• The team continues active monitoring, validation, and remediation activities to address remaining service issues
• FastSearch environments are being rebuilt in preparation for full restoration as soon as sufficient compute resources are provisioned
• PROS continues to work closely with the cloud provider to secure the remaining expected compute resources. Although a limited portion has already been delivered, we are still awaiting the majority of the provisioning expected later today
• Preparation activities to restore the Web Administration interface are in progress
• A service impact assessment and root cause analysis are ongoing while awaiting the official report from the cloud provider
We will continue to provide updates as additional compute resources are provisioned and services are progressively restored.
Please expect the next update within the next two hours.
Sincerely,
PROS Support
Our cloud provider has provisioned a portion of the additional compute resources earlier today, and these have now been deployed into Production. While this has already contributed to improved stability and reduced service interruptions, full restoration remains dependent on the provisioning of the remaining expected compute capacity.
Current Status:
• Intermittent transaction timeouts have been further reduced
• Intermittent “no-results” occurrences have decreased
• Availability data processing is operational
• Repricer and historical transaction services are operational
• FastSearch services remain partially impacted; however, rebuilding and configuration activities are actively underway to enable rapid restoration once the additional compute resources are provisioned
• The Web Administration interface is still currently inaccessible pending additional compute resource availability
Ongoing Activities:
• The team continues active monitoring, validation, and remediation activities to address remaining service issues
• FastSearch environments are being rebuilt in preparation for full restoration as soon as sufficient compute resources are provisioned
• PROS continues to work closely with the cloud provider to secure the remaining expected compute resources. Although a limited portion has already been delivered, we are still awaiting the majority of the provisioning expected later today
• Preparation activities to restore the Web Administration interface are in progress
• A service impact assessment and root cause analysis are ongoing while awaiting the official report from the cloud provider
We will continue to provide updates as additional compute resources are provisioned and services are progressively restored.
Please expect the next update within the next two hours.
Sincerely,
PROS Support
Update
Dear partners,
Our cloud provider has provisioned a part of the additional compute resources earlier today, and we just deployed them on Production. While this is not going to restore optimal operation and we continue to be at limited capacity, it will indeed further stabilize the services and improve the current performance in a noticeable way.
Current status:
• Intermittent Transaction Time-outs have been further reduced
• Intermittent "no-results" further reduced
• Availability data processing is operational
• Repricer and historical transaction services are operational
• FastSeach service is not fully operational, however we have started rebuilding and configuring the impacted FastSearch environments so they can be swiftly re-generated once the additional compute capacity is delivered (Pending additional compute resources availability)
• The Web Administration interface is currently not accessible (Pending additional compute resources availability)
Ongoing activities:
• The team continues to address issue identified within our validation activities and the monitoring of the services performance
• FastSearch environment configurations are being re-built, to prepare for service restoration upon enough compute resource provisioning
• PROS is working with the cloud provider to procure the additionally expected compute resources- while a small portion was provided, we are still expecting the majority of the resources to become available later today
• Preparation activities to bring the Web Administration back online have commenced.
• Service impact assessment has been initiated while we await the official cloud provider report to support the root cause analysis process
Kindly expect further updates in the next 2 hours.
Sincerely,
PROS Support
Our cloud provider has provisioned a part of the additional compute resources earlier today, and we just deployed them on Production. While this is not going to restore optimal operation and we continue to be at limited capacity, it will indeed further stabilize the services and improve the current performance in a noticeable way.
Current status:
• Intermittent Transaction Time-outs have been further reduced
• Intermittent "no-results" further reduced
• Availability data processing is operational
• Repricer and historical transaction services are operational
• FastSeach service is not fully operational, however we have started rebuilding and configuring the impacted FastSearch environments so they can be swiftly re-generated once the additional compute capacity is delivered (Pending additional compute resources availability)
• The Web Administration interface is currently not accessible (Pending additional compute resources availability)
Ongoing activities:
• The team continues to address issue identified within our validation activities and the monitoring of the services performance
• FastSearch environment configurations are being re-built, to prepare for service restoration upon enough compute resource provisioning
• PROS is working with the cloud provider to procure the additionally expected compute resources- while a small portion was provided, we are still expecting the majority of the resources to become available later today
• Preparation activities to bring the Web Administration back online have commenced.
• Service impact assessment has been initiated while we await the official cloud provider report to support the root cause analysis process
Kindly expect further updates in the next 2 hours.
Sincerely,
PROS Support
Update
Dear Partners,
We have successfully completed the 3rd round of provisioning and introduction of compute capacity on Production. This results in a noticeable improvement in stability and we are seeing further reduction in the intermittent issues. With this we have exhausted the available spare resources the cloud provider is able to provide for the time being. We have arranged a significant additional capacity to be provisioned, yet realistically it will be available for configuration in approximately 7-8 hours.
Current status:
Intermittent Transaction Time-outs have been reduced
Intermittent "no-results" reduced
Availability discrepancies were resolved (the MQ connectivity issues observed were resolved)
Repricer and historical transaction services are operational
FastSeach service is not fully operational, however we have started rebuilding and configuring the impacted FastSearch environments so they can be swiftly re-generated once the additional compute capacity is delivered
While we are awaiting the distribution of these compute resources, the team's focus will remain on the observed customer-specific intermittent issues and in preparation and planning around the deployment of additional resources later today.
Sincerely,
PROS Support
We have successfully completed the 3rd round of provisioning and introduction of compute capacity on Production. This results in a noticeable improvement in stability and we are seeing further reduction in the intermittent issues. With this we have exhausted the available spare resources the cloud provider is able to provide for the time being. We have arranged a significant additional capacity to be provisioned, yet realistically it will be available for configuration in approximately 7-8 hours.
Current status:
Intermittent Transaction Time-outs have been reduced
Intermittent "no-results" reduced
Availability discrepancies were resolved (the MQ connectivity issues observed were resolved)
Repricer and historical transaction services are operational
FastSeach service is not fully operational, however we have started rebuilding and configuring the impacted FastSearch environments so they can be swiftly re-generated once the additional compute capacity is delivered
While we are awaiting the distribution of these compute resources, the team's focus will remain on the observed customer-specific intermittent issues and in preparation and planning around the deployment of additional resources later today.
Sincerely,
PROS Support
Update
Dear Partners,
We have successfully completed the 3rd round of provisioning and introduction of compute capacity on Production. This results in a noticeable improvement in stability and we are seeing further reduction in the itermittent issues. With this we have exhausted the available spare resources the cloud provider is able to provide for the time being. We have arranged a significant additional capacity to be provisioned, yet realistically it will be available for configuration in approximately 7-8 hours.
Current status:
Intermittent Transaction Time-outs have been reduced
Intermittent "no-results" reduced
Availability discrepancies were resolved (the MQ connectivity issues observed were resolved)
Repricer and historical transaction services are operational
FastSeach service is not fully operational, however we have started rebuilding and configuring the impacted FastSearch environments so they can be swiftly re-generated once the additional compute capacity is delivered
While we are awaiting the distribution of these compute resources, the team's focus will remain on the observed customer-specific intermittent issues and in preparation and planning around the deployment of additional resources later today.
Sincerely,
PROS Support
We have successfully completed the 3rd round of provisioning and introduction of compute capacity on Production. This results in a noticeable improvement in stability and we are seeing further reduction in the itermittent issues. With this we have exhausted the available spare resources the cloud provider is able to provide for the time being. We have arranged a significant additional capacity to be provisioned, yet realistically it will be available for configuration in approximately 7-8 hours.
Current status:
Intermittent Transaction Time-outs have been reduced
Intermittent "no-results" reduced
Availability discrepancies were resolved (the MQ connectivity issues observed were resolved)
Repricer and historical transaction services are operational
FastSeach service is not fully operational, however we have started rebuilding and configuring the impacted FastSearch environments so they can be swiftly re-generated once the additional compute capacity is delivered
While we are awaiting the distribution of these compute resources, the team's focus will remain on the observed customer-specific intermittent issues and in preparation and planning around the deployment of additional resources later today.
Sincerely,
PROS Support
Update
Dear Partners,
We have successfully completed another round of provisioning and introduction of compute capacity on Production, which allowed us to further stabilize the system and restore additional portion of traffic. As of this moment, preliminary observations suggest that services are operating in limited capacity across all impacted partners.
The PROS team continues with the deployment and configuration of the 3rd batch of compute resources and also addressing customer-specific reported observations, such as:
Intermittent Transaction Time-outs
Intermittent "no-results"
Availability discrepancies (we are experiencing MQ connectivity issues)
Repricer and historical transaction services are not fully operational for some partners
We continue to troubleshoot and resolve these and all other discrepancies that are being flagged by customers or identified within the validation process.
Kindly expect the next update in approximately 90 minutes.
Sincerely,
PROS Support
We have successfully completed another round of provisioning and introduction of compute capacity on Production, which allowed us to further stabilize the system and restore additional portion of traffic. As of this moment, preliminary observations suggest that services are operating in limited capacity across all impacted partners.
The PROS team continues with the deployment and configuration of the 3rd batch of compute resources and also addressing customer-specific reported observations, such as:
Intermittent Transaction Time-outs
Intermittent "no-results"
Availability discrepancies (we are experiencing MQ connectivity issues)
Repricer and historical transaction services are not fully operational for some partners
We continue to troubleshoot and resolve these and all other discrepancies that are being flagged by customers or identified within the validation process.
Kindly expect the next update in approximately 90 minutes.
Sincerely,
PROS Support
Update
Dear Partners,
We managed to configure and deploy a portion of the provisioned compute capacity in production in the alternative region. Hence, the first batch of traffic has been successfully shifted and operational in limited capacity. We will be reaching out directly to customers, which services are being restored.
The full spare compute capacity has also been delivered, therefor we are proceeding with the configure next back of traffic transfer. For the time being, the ETA for mitigation remains unchanged.
We will continue to provide regular updates on our progress or in case there are changes.
Sincerely,
PROS Support
We managed to configure and deploy a portion of the provisioned compute capacity in production in the alternative region. Hence, the first batch of traffic has been successfully shifted and operational in limited capacity. We will be reaching out directly to customers, which services are being restored.
The full spare compute capacity has also been delivered, therefor we are proceeding with the configure next back of traffic transfer. For the time being, the ETA for mitigation remains unchanged.
We will continue to provide regular updates on our progress or in case there are changes.
Sincerely,
PROS Support
Update
Dear partners,
We managed to configure and deploy a portion of the provisioned compute capacity in production in the alternative region. Hence, the first batch of traffic has been successfully shifted and operational in limited capacity. We will be reaching out directly to customers, which services are being restored.
The full spare compute capacity has also been delivered, therefor we are proceeding with the configure next back of traffic transfer. For the time being, the ETA for mitigation remains unchanged.
We will continue to provide regular updates on our progress or in case there are changes.
Sincerely,
PROS Support
We managed to configure and deploy a portion of the provisioned compute capacity in production in the alternative region. Hence, the first batch of traffic has been successfully shifted and operational in limited capacity. We will be reaching out directly to customers, which services are being restored.
The full spare compute capacity has also been delivered, therefor we are proceeding with the configure next back of traffic transfer. For the time being, the ETA for mitigation remains unchanged.
We will continue to provide regular updates on our progress or in case there are changes.
Sincerely,
PROS Support
Update
Dear partners,
We successfully restored part of the affected traffic with additional resources in our alternative region.
We are working with our cloud provider to procure the full capacity needed to restore the service in full. The available compute resources will not be sufficient to deliver 100% of the usual service performance; however, it will be sufficient to bring back the service in a reduced capacity, while we await a permanent solution. We have filed the necessary requisitions for a significant increase of the compute resources; however, they will be able to provide this in a matter of days.
Based on the provisioning speed of the cloud provider so far, we are looking at 6-12 hours in which all services should be restored with limited capacity. The process itself will consist of loops of:
Configure compute resources
Shift a portion of the traffic
Assure traffic volumes are manageable and existing operational service is not degrading
Performance, while not optimal is sufficient
Proceed with the next "batch"
We will continue to provide regular updates on our progress or in case there are changes.
Sincerely,
PROS Support
We successfully restored part of the affected traffic with additional resources in our alternative region.
We are working with our cloud provider to procure the full capacity needed to restore the service in full. The available compute resources will not be sufficient to deliver 100% of the usual service performance; however, it will be sufficient to bring back the service in a reduced capacity, while we await a permanent solution. We have filed the necessary requisitions for a significant increase of the compute resources; however, they will be able to provide this in a matter of days.
Based on the provisioning speed of the cloud provider so far, we are looking at 6-12 hours in which all services should be restored with limited capacity. The process itself will consist of loops of:
Configure compute resources
Shift a portion of the traffic
Assure traffic volumes are manageable and existing operational service is not degrading
Performance, while not optimal is sufficient
Proceed with the next "batch"
We will continue to provide regular updates on our progress or in case there are changes.
Sincerely,
PROS Support
Update
Dear partners,
We successfully restored part of the affected traffic with additional resources in our alternative region.
We are working with our cloud provider to procure the full capacity needed to restore the service in full . The available compute resources will not be sufficient to deliver 100% of the usual service performance; however, it will be sufficient to bring back the service in a reduced capacity, while we await a permanent solution. We have filed the necessary requisitions for a significant increase of the compute resources; however, they will be able to provide this in a matter of days.
Based on the provisioning speed of the cloud provider so far, we are looking at 6-12 hours in which all services should be restored with limited capacity. The process itself will consist of loops of:
Configure compute resources
Shift a portion of the traffic
Assure traffic volumes are manageable and existing operational service is not degrading
Performance, while not optimal is sufficient
Proceed with the next "batch"
We will continue to provide regular updates on our progress or in case there are changes.
Sincerely,
PROS Support
We successfully restored part of the affected traffic with additional resources in our alternative region.
We are working with our cloud provider to procure the full capacity needed to restore the service in full . The available compute resources will not be sufficient to deliver 100% of the usual service performance; however, it will be sufficient to bring back the service in a reduced capacity, while we await a permanent solution. We have filed the necessary requisitions for a significant increase of the compute resources; however, they will be able to provide this in a matter of days.
Based on the provisioning speed of the cloud provider so far, we are looking at 6-12 hours in which all services should be restored with limited capacity. The process itself will consist of loops of:
Configure compute resources
Shift a portion of the traffic
Assure traffic volumes are manageable and existing operational service is not degrading
Performance, while not optimal is sufficient
Proceed with the next "batch"
We will continue to provide regular updates on our progress or in case there are changes.
Sincerely,
PROS Support
Update
Dear partners,
We successfully restored part of the affected traffic with additional resources in our alternative region.
We are working with our cloud provider to procure the full capacity needed to restore the service in full . The available compute resources will not be sufficient to deliver 100% of the usual service performance; however, it will be sufficient to bring back the service in a reduced capacity, while we await a permanent solution. We have filed the necessary requisitions for a significant increase of the compute resources; however, they will be able to provide this in a matter of days.
Based on the provisioning speed of the cloud provider so far, we are looking at 6-12 hours in which all services should be restored with limited capacity. The process itself will consist of loops of:
Configure compute resources
Shift a portion of the traffic
Assure traffic volumes are manageable and existing operational service is not degrading
Performance, while not optimal is sufficient
Proceed with the next "batch"
We will continue to provide regular updates on our progress or in case there are changes.
Sincerely,
PROS Support
We successfully restored part of the affected traffic with additional resources in our alternative region.
We are working with our cloud provider to procure the full capacity needed to restore the service in full . The available compute resources will not be sufficient to deliver 100% of the usual service performance; however, it will be sufficient to bring back the service in a reduced capacity, while we await a permanent solution. We have filed the necessary requisitions for a significant increase of the compute resources; however, they will be able to provide this in a matter of days.
Based on the provisioning speed of the cloud provider so far, we are looking at 6-12 hours in which all services should be restored with limited capacity. The process itself will consist of loops of:
Configure compute resources
Shift a portion of the traffic
Assure traffic volumes are manageable and existing operational service is not degrading
Performance, while not optimal is sufficient
Proceed with the next "batch"
We will continue to provide regular updates on our progress or in case there are changes.
Sincerely,
PROS Support
Investigating
Dear partners,
We managed to shift a portion of the affected traffic to the alternative locations and were able to mitigate impact for some of our partners.
The remaining transfer efforts continue. In parallel, we are assessing the capabilities of our hosting provider to provision the required resources to fully resolve the situation and exploring alternative options depending on their readiness.
Individual partners where we believe the issue has been resolved will be contacted directly.
Kindly expect a progress update in the next 30-60 minutes.
Sincerely,
PROS Support
We managed to shift a portion of the affected traffic to the alternative locations and were able to mitigate impact for some of our partners.
The remaining transfer efforts continue. In parallel, we are assessing the capabilities of our hosting provider to provision the required resources to fully resolve the situation and exploring alternative options depending on their readiness.
Individual partners where we believe the issue has been resolved will be contacted directly.
Kindly expect a progress update in the next 30-60 minutes.
Sincerely,
PROS Support
This incident affects: [Travel Platform] Pricing Cache (EU4) and [Travel Platform] Dynamic Offers (EU4).
