Service Incident - 18th of November 2025 - Cloudflare downtime

Incident summary

All times in this document are recorded in UTC+1 (CET). On 18 November at 12:43, our internal monitoring reported that Ans was unavailable. This event was triggered by an issue with Cloudflare services. Ans relies on Cloudflare for its DNS management.

This incident is classified as a priority 1, meaning a major incident with significant impact. Users were unable to access the Ans platform during the incident, affecting 100% of users.

Lead-up

We were first notified of the potential downtime at 12:43 on 18 November via our internal monitoring. For several minutes, the platform was intermittently available. It was quickly determined that the downtime originated from Cloudflare.

Cloudflare first reported the issue in an incident report, which can be found here: Cloudflare Global Network experiencing issues

After resolving the issue, Cloudflare published an additional report detailing the cause and impact. This report can be found here: Cloudflare outage on November 18, 2025

Impact

Between 12:43 and approximately 15:00 on 18 November, Ans was unavailable.

Response

At 12:47, the Technical Team confirmed via Slack with the Support Team that the platform was down. The Support Team updated the status page. Both the Support Team and the Technical Team continued to closely monitor Cloudflare, the Ans platform, and our internal monitoring.

Recovery

1. The Support Team remained alert and responded quickly to any tickets or phone calls from users.
2. During the investigation, both the Cloudflare status page and our internal monitoring were closely monitored.
3. The Ans status page was updated every hour or whenever there was new information to report.
4. Once Cloudflare implemented a fix, we monitored this to ensure stability.
5. Cloudflare officially confirmed that the issue had been resolved.
6. The status page was updated, and users who had submitted tickets were informed that the issue was resolved.

This incident was caused by an issue at one of our service providers, so resolving it was outside of our control.

Timeline

18th of November

12:43 - Our internal monitoring alerts us that the platform is down. For the next few minutes, the platform becomes intermittently available.

12:47 - The Technical Team confirms with the Support Team that the downtime is due to Cloudflare. The Support Team begins updating the status page.

12:55 - The first message is posted on the status page to inform users.

13:50 - The status page is updated to indicate that there is no new information from Cloudflare.

14:52 - The status page is updated again after receiving information that Cloudflare has implemented a fix and is restoring services.

15:00 -Platform availability appears stable. During this time, we continue to monitor availability closely.

15:56 - The status page is updated to report that Cloudflare believes the issue is resolved.

17:07 - The status page is updated to confirm that the issue caused by Cloudflare has been resolved and is no longer impacting our system.

17:27 - users who submitted tickets or called are informed that the issue has been resolved.