Web Portal and API

Incident Date: May 13th, 2025
Timeframe: ~1pm – 4:23pm (Mountain)
Status: Resolved

What Happened

On May 13th, Claim.MD experienced a service outage that impacted access to our web portal and API, and caused delays in data processing through our SFTP system. Our engineering team quickly identified the issue and worked to restore full functionality as promptly as possible.

What Caused It

The outage was triggered by an internal process that was intentionally run in our production environment as part of routine validation and testing. While the process was expected to be non-disruptive, it had unintended side effects that affected service availability more broadly than anticipated.

What We Did to Fix It

Once identified, the underlying process was halted and affected systems were brought back online. Services were restored and closely monitored to ensure stability and performance returned to normal.

What We’re Doing to Prevent This Going Forward

We’re taking the following steps to ensure this type of issue does not occur again:

• Updating internal workflows to better separate testing activities from live systems.
• Adding additional safeguards to minimize potential service impact
• Enhancing monitoring and alerting for faster detection and response.

Our Commitment

We know how much our services matter to your business, and we sincerely apologize for the disruption this incident caused. We’re committed to learning from this event and making the necessary changes to improve our reliability moving forward.

Thank you for your patience and trust in Claim.MD.