Templafy Status Page

Aug 14, 2026 · resolved Aug 14

**Investigation** The incident began at 11:19 AM CET on August 12, 2026, following the promotion of Office VSTO add-ins version 7.3.220 to the stable release channel. The issue was detected at 10:25 PM CET on August 13, 2026, after customers reported that Microsoft Word could close unexpectedly when using the **Update Document with templates containing images.** The engineering team investigated the reported behavior and identified that a change introduced in version 7.3.220 affected the processing of newly inserted images within document headers during an update. Under certain document and Word view conditions, header content could not be processed reliably, causing the document update to fail or, in some cases, Word to close unexpectedly. **Mitigation** Following the investigation, the engineering team removed version 7.3.220 from the stable release channel to prevent further users from receiving the affected version. The team restored version 7.3.217 as the stable release, providing users with the previously validated version while the behavior introduced in 7.3.220 was addressed. **Resolution** The incident was resolved at 5:08 PM CET on August 14, 2026, by reverting the stable release to version 7.3.217. This removed the affected behavior from the stable release channel and restored the **Update Document** functionality to its expected operation. The engineering team verified the mitigation and confirmed that the product was functioning as expected following the rollback. **Post-Incident Actions** We are strengthening our release validation to reduce the likelihood of similar issues reaching the stable release channel. These improvements include additional manual validation when introducing new plugin versions and more robust dependency validation when updated plugin components are consumed by other Office components. We are also expanding automated coverage, with a particular focus on integration testing for document update scenarios and interactions with Microsoft Office applications. Impact and Scope The incident affected multiple tenants using version 7.3.220 of the Office VSTO add-ins. Users could encounter failures or unexpected Word application closures when using the **Update Document** functionality, temporarily obstructing affected document workflows. We sincerely apologize for the disruption caused by this incident. Maintaining a reliable and stable experience is a high priority for us, and we are strengthening our testing and release validation processes to help prevent similar issues in the future. We remain committed to delivering a dependable service to our customers.

Jun 24, 2026 · resolved Jun 24

**Investigation** On **June 24, 2026**, 2:54 PM CET the engineering team identified an issue affecting the gateway infrastructure responsible for routing customer traffic. As a result, some requests were directed to service instances that were no longer available, causing intermittent request failures. The investigation determined that the gateway controller responsible for managing traffic routing did not consistently refresh its routing configuration following infrastructure changes, such as deployments or platform scaling events. This caused outdated routing information to remain active on some gateway instances, resulting in traffic being sent to endpoints that were no longer serving requests. The issue affected both **West Europe \(Production 0\)** and **West Europe \(Production 5\)** during separate deployment activities. **Mitigation** The engineering team immediately initiated mitigation by restarting the gateway instances responsible for traffic routing. Restarting these components forced the routing configuration to refresh, allowing traffic to be directed to the correct service instances. The mitigation successfully restored normal traffic routing for: * **West Europe \(Production 0\):** 2:54 PM CET – 3:08 PM CET * **West Europe \(Production 5\):** 3:22 PM CET – 3:42 PM CET Following the incident, the engineering team worked closely with the gateway vendor to investigate the observed behavior and evaluate long-term remediation options. **Resolution** The issue was resolved after the affected gateway instances were restarted and the routing configuration was successfully refreshed. As an additional precaution, the gateway component was subsequently downgraded to a previously proven stable version while the investigation with the vendor continues. **Post-Incident Actions** The engineering team completed a detailed review of the incident together with the gateway vendor to better understand the observed behavior. To reduce the likelihood of similar incidents, we have: * Reverted to a stable gateway controller version while the vendor continues its investigation. * Increased monitoring of gateway configuration synchronization during deployments and scaling events. * Continued collaboration with the vendor to validate future gateway releases before production rollout. **Impact and Scope** The incident affected a subset of customer requests hosted in the following production clusters: * **West Europe \(Production 0\):** June 24, 2026, from **2:54 PM CET** until **3:08 PM CET** * **West Europe \(Production 5\):** June 24, 2026, from **3:22 PM CET** until **3:42 PM CET** During these periods, some requests failed because traffic was temporarily routed to service instances that were no longer available. Once the gateway configuration was refreshed, normal service resumed. We sincerely apologize for the disruption caused by this incident. Providing a reliable and dependable service remains our highest priority, and we are continuing to work closely with our technology partners while strengthening our deployment and monitoring processes to help prevent similar issues in the future.

Jun 8, 2026 · resolved Jun 8

# Investigation On June 8, 2026, at 10:01 AM CET, the engineering team became aware of delays and intermittent failures affecting AI-powered functionality within Document Agents, including outline preparation and document generation. The engineering team determined that the disruption originated from an incident affecting Microsoft Azure OpenAI Services across multiple regions. As Azure OpenAI is a dependency for AI Assistant functionality, increased latency and timeout rates in the external service impacted the processing of AI requests. While the platform continued to accept requests, slower response times caused a buildup of pending AI requests. As a result, some users experienced delays when generating outlines and documents, and in some cases workflows appeared stalled while requests were being processed. # Mitigation Following identification of the underlying cause, the engineering team focused on reducing delays and restoring normal processing capacity. The engineering team promptly implemented mitigation measures to reduce the impact of the Azure OpenAI service degradation and restore normal processing of AI requests. In parallel, Microsoft worked to restore normal Azure OpenAI service performance. These actions helped stabilize the service and reduce the impact on users while the external service disruption was being resolved. # Resolution The issue was resolved at 5:00 PM CET on June 8, 2026. Following Microsoft's remediation of the Azure OpenAI service disruption and the mitigation measures implemented by the engineering team, AI request processing returned to normal levels. After resolution, users were once again able to generate outlines and documents through Document Agents without abnormal delays or failures. The engineering team validated that service performance had returned to expected operating levels before closing the incident. # Post-Incident Actions To improve resilience and visibility into similar situations, the following actions have been identified: * Implement additional monitoring and alerting for AI service latency and timeout rates. * Add alerts for unusual increases in pending AI requests and processing delays. * Review scaling and recovery procedures to ensure faster response to external service disruptions. * Continue evaluating opportunities to improve the resilience of AI-powered functionality. # Impact and Scope This incident affected AI-powered functionality used by AI Assistant and Document Agents between 9:45 AM CET and 5:00 PM CET on June 8, 2026. A subset of users experienced delayed responses, failed AI requests, or workflows that appeared stuck while outlines or documents were being generated. The impact was caused by increased latency and timeout rates in Microsoft Azure OpenAI Services. We sincerely apologize for the disruption caused by this issue. Maintaining a reliable and seamless experience is our highest priority. We remain committed to delivering a dependable and high-quality service experience.

Apr 1, 2026 · resolved Apr 2

**Investigation** On April 1, 2026, a subset of customers began reporting issues when attempting to open or generate documents through app connectors. As a result, an incident was created at 10:58 AM CET. The engineering team investigated and identified two main issues. Some links from external systems were not directing users to the correct documents, and users encountered errors when accessing certain templates in filtered folders. Further analysis showed that recent changes introduced as part of the new user experience caused inconsistencies in how required data was passed between systems. This resulted in missing information needed to correctly locate and load documents. **Mitigation** Following identification of the issues, the engineering team prioritized restoring functionality. Work began shortly after detection by correcting external link routing and ensuring required data was available before documents were loaded. Temporary mitigation steps were applied to stabilize access while a full fix was prepared. Additional connector flows were also reviewed, including known variations such as the Stuf app connector. **Resolution** The issue was resolved at 5:40 PM CET on April 1, 2026, when fixes were deployed to restore document generation through app connectors. The implemented changes ensured that all required information was consistently available during the document creation process. After deployment, users were able to successfully generate documents and access templates without errors. The solution was validated across affected environments. **Post-Incident Actions** * Feature flag implementations will include options to exclude specific tenants during rollout * Test coverage will be expanded for app connectors, document access, and integration scenarios **Impact and Scope** This incident affected a subset of customers using app connectors within the new end-user experience. Impacted users experienced failures when opening or generating documents, particularly when accessing templates through filtered folders or external links. We sincerely apologize for the disruption caused by this incident. Maintaining a reliable and seamless experience is our highest priority, and we are taking steps to improve our release processes and testing coverage moving forward.

Mar 31, 2026 · resolved Mar 31

**Investigation** On March 31, 2026, at 12:02 PM CET, an issue began affecting access to Templafy for some customers hosted in West Europe \(Production 0\). The issue was detected at 12:09 PM CET through system alerts. The engineering team quickly began investigating and identified that part of the underlying Azure infrastructure supporting the service was not responding as expected. This resulted in temporary access issues for some users. **Mitigation** At 12:41 PM CET, the engineering team took steps to isolate the affected portion of the Azure infrastructure to prevent further impact. Traffic was redirected away from the affected area, allowing the platform to continue operating using healthy resources.  From a user perspective, service was effectively restored at this point, and customers were able to access Templafy as expected. The team continued to closely monitor the system to ensure stability. **Resolution** The affected infrastructure was safely removed from service, and all systems were confirmed to be operating normally. This step reflects full backend recovery and validation, with no additional user impact observed after mitigation. **Post-Incident Actions** We are continuing to review this incident in collaboration with Microsoft Azure to better understand the underlying cause of the infrastructure disruption and to reduce the likelihood of recurrence. **Impact and Scope** This incident affected a subset of customers hosted in West Europe \(Production 0\), who experienced temporary difficulty accessing Templafy between 12:02 PM CET and 12:41 PM CET on March 31, 2026. The root cause was identified as an issue within Azure-managed infrastructure.

Is Templafy down right now?

No — Templafy is up. All systems operational as of Aug 19, 9:40 PM UTC.

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