On 08.08.2025 Person Centred Software experienced a critical incident that affected all mCare users. We recognise the disruption this caused and want to share a transparent overview of what happened, how we responded, and what we’re doing to prevent recurrence.
The root cause of this was a change in a shared library changing how configuration variables are read, the change was to support nested configuration. This change added an additional overhead to reading configuration which didn’t show up in low throughput and testing situations.
To resolve the issue:
· We restored the system by rolling back to a stable version.
· We kept customers informed through our status page and in-app banner.
· We have rescheduled the related release to include stronger risk controls.
Full service was restored by 16:00 and systems have remained stable since.
During the incident, we communicated via introducing the banner for those that were able to access the home page. The support team were also able to give updates and inform users that the issue was being looked in to and resolved.
We acknowledge the importance of timely, accurate updates and are reviewing how we can improve this further.
To reduce the risk of recurrence, we are:
· Investigating increased load testing in test environments to identify high throughput specific issues in advance
· Ensure release planning explicitly flags and monitors high-risk changes.