Services Incident Update

On January 3, 2023, Dynatrace experienced a disruption in its Single Sign On (SSO) service, preventing customer access to its SaaS environments, although monitoring data collection remained largely unaffected except for some customers with significant SSO dependency. The disruption was caused by an inefficient use of the SSO API, resulting in excessive load and compounded by an unintended dependency issue between two SSO services, which hindered the auto-remediation mechanisms. The resolution required a complete redeployment of the SSO services, during which communication delays on the Dynatrace Status portal were noted. In response, Dynatrace is implementing improvements in architectural design, deployment automation, and load testing, alongside enhancing communication processes to prevent future occurrences. The company acknowledges the reliance of its users on their platform and is committed to delivering high-quality observability solutions.

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