HOTPATCH SCHEDULED // Cloud POS & Cloud POS API - Tuesday 13th January

Incident Post-Mortem: Cloud POS Service Disruption

Date: 13th January 2026
Services affected: Cloud POS, Cloud POS API
Duration: Approximately 57 minutes (07:00–07:57 GMT)

Summary

On the morning of the incident, customers experienced disruption to Cloud POS and the Cloud POS API. This was caused by a planned hotpatch deployment that included database schema changes, which took longer than expected to complete and impacted service availability.

What happened

At approximately 07:00 GMT, a hotpatch was applied to Cloud POS and the Cloud POS API. During application startup, database schema changes were triggered and began timing out.

As a result:

• pos.citruslime.com (POS 1) was unable to start successfully and repeatedly failed, leading to service unavailability.
• pos2.citruslime.com (POS 2) remained available initially but experienced performance degradation, including slow responses and failed requests, due to SQL execution timeouts.
• At 07:50 GMT, POS 2 was temporarily taken offline to reduce database load and allow the schema changes to complete successfully.

Once the database updates finished, all services were restored.

Resolution

By 08:00 GMT, the database schema changes had completed and:

• POS 1
• POS 2
• Cloud POS API

were all fully operational again.

Impact

• Cloud POS and the Cloud POS API were unavailable or degraded for up to 57 minutes.
• Customers using POS 2 may have experienced slowness or failed actions before it was taken offline.

Next actions

We are reviewing our deployment and database change processes to reduce the risk of similar issues in the future.

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We apologise for the disruption this incident caused and thank you for your patience.