Outage report · Major outage

Shepherd outage on Oct 14, 2025

Shepherd Application System Outage

SeverityMajor outage

StartedOct 14, 2025, 19:26UTC

ResolvedOct 14, 2025, 20:16UTC

Duration49m

What happened

Shepherd reported a major outage starting Oct 14, 2025, 19:26 UTC, affecting Shepherd Application, SMS (Texting Services), AI Services (TranscribeAI, SummarizeAI, DiagnoseAI). It was marked resolved at Oct 14, 2025, 20:16 UTC.

The incident lasted 49m from first report to resolution.
Shepherd had reported 1 other partial or major outage in the 90 days before it.
5 other vendors we track reported a significant incident within 12 hours of it.

Latest update from Shepherd

## Summary On **October 14th**, Shepherd experienced an outage that temporarily prevented users from accessing the application. Service was restored the same afternoon and has remained stable since. ## What Happened The outage was caused by a sudden spike in database connections, which overwhelmed system resources and caused the application to become unavailable. Our investigation has ruled out recent releases and traffic surges as potential causes. The team is now focused on isolating the underlying conditions that led to these connection spikes, including a comprehensive code review to see what improvements can be made to increase stability in the application. ## What We Have Implemented * **Increased System Capacity:** Upgraded our database to a larger instance to provide more headroom and stability. * **Connection Safeguards:** Adjusted how the application handles database connections to prevent a full system lockup if a similar event occurs. * **Deeper Monitoring:** Added new

Read Shepherd's official incident report ↗