Between 5:34 PM EST on January 29, 2026, and 9:40 AM EST on February 4, 2026, customers experienced delays in Send Analytics event data appearing in the Da Vinci analytics dashboards.
The incident was triggered during an infrastructure migration on January 29 at 17:34 EST, intended to improve system reliability and performance. A change introduced during this migration temporarily revoked access permissions for the data processing service. Although permissions were restored within approximately 45 minutes, the service required a full redeployment to resume processing — which resulted in a backlog of send events.
The issue was detected by the Engineering team on February 1 at 14:42 EST, at which point the team began investigating connection logs, identifying the permission issue, restoring access, and redeploying the service.
Access permissions were restored and the data processing service was redeployed on February 1 at 19:54 EST, allowing event processing to resume normally. Over the following 2.5 days, the accumulated backlog of events was fully processed, with all historical data successfully backfilled by February 4 at 09:40 EST. To ensure data integrity, downstream deduplication mechanisms were applied to prevent duplicate records during recovery. Any temporary send count inaccuracies were flagged during this period and may persist for up to 30 days, after which finalized counts will automatically be corrected once all late-arriving data is reconciled.
To prevent similar issues in the future, Engineering addressed the underlying connectivity problem that led to the permission disruption and updated the service’s polling mechanism to improve reliability. Additionally, event tracking safeguards were strengthened to better handle recovery scenarios and minimize the risk of duplicate data during incident recovery.