Incident Summary

On September 28, 2026, between 20:05 and 23:20 (Asia/Riyadh), and again on September 29, 2026, between 16:15 and 19:56, transaction submissions to Focal AML experienced higher than normal response times. All submitted transactions were stored. No customer data was lost or compromised.

Root Cause

Increased demand on the AML service triggered a scale-out action, which added capacity to handle the higher volume. However, this additional capacity also increased the load on the shared storage layer beyond expected levels. This led to a cascading effect.The resulting contention elevated response times across the service. Load on the storage layer was reduced to restore normal performance.

Timeline (Asia/Riyadh)

• Sep 28 20:05: Transaction response time start to rise. Incident opened

• Sep 28 22:40: Mitigation applied to reduce load on storage layer.

• Sep 29 18:14: Latency alert fires, Incident re-opened

• Sep 29 19:00: Further Mitigations applied to reduce load on the storage layer

• Sep 29 19:56: Normal performance resumes

• Sep 29 20:40: All services confirmed fully operational; incident resolved

Planned Actions

• Revise our scale-out strategy so that added capacity cannot place excessive load on shared dependencies.

We sincerely apologize for any inconvenience this incident may have caused. Our team is committed to learning from this event and further improving the reliability of our services.