Summary of Impact
On March 6 starting around 09:00 CET, some customers experienced severe performance issues in EV Portal, including extremely slow page loading and occasional page crashes.
For a subset of users, EV Portal became difficult or temporarily impossible to use reliably, while others noticed significant delays and intermittent failures when navigating the platform.
Timeline of Events
- 09:00 CET – Customers report that EV Portal is very slow or pages are crashing.
- 11:00 CET – Development team identifies the root cause and applies a temporary patch directly in production.
- 14:00 CET – A permanent fix is released across all environments.
- 14:00 CET – Incident declared resolved.
Confirmed Root Cause
A page within EV Portal (Token page) executed an unoptimized database query that did not scale well for customers with a large number of tokens.
For tenants with high token volumes, this query generated excessive Data Input/Output load on the Portal database, overwhelming resources and causing the slow responses and page failures that users observed.
Mitigation and Resolution
To address the issue, the team added a missing database index supporting the Token page query.
This improvement significantly enhanced query efficiency, reduced Data Input/Output load, and restored normal Portal performance.
Lessons Learned / Improvements Going Forward
- When developing or updating queries, ensure they are properly optimized and supported by necessary indexes.
- Introduce query‑performance validation, especially for high‑volume scenarios, as part of both development and code review processes to prevent similar issues in the future.