We determined that this TaxSys outage was caused by routine server maintenance. We regularly perform maintenance that does not require a scheduled outage window during off-peak hours to keep our systems secure and up-to-date. In this case, the maintenance process did not properly account for infrastructure changes we recently made. This caused the maintenance to affect live services instead of backup systems. Roughly 60% of clients experienced between 9 and 16 minutes of impact.
We are pausing similar maintenance activities while we implement additional safeguards to ensure our maintenance procedures properly detect and avoid impacting active services. We're also conducting a thorough review of this incident to identify all other necessary improvements to our processes.
Thank you for your patience as we worked to resolve the issue.