Incident Report: Issue Generating Routes in Buddy

Date: 27 February 2026

Timeframe: 22:00 – 00:18 CET

Incident Summary

On 27 February at 22:00 CET, we were alerted that distribution data for the upcoming night was not available in Buddy. An on-call response team, together with the development team, was immediately assembled to identify the root cause and restore the necessary data in Buddy. At 00:18 CET the data was available in Buddy.

Impact

During the period from 22:00 to 00:18 CET, distribution routes were not available in Buddy. As a result, some couriers were unable to start their shifts at the planned time, causing operational delays.

Once the incident was resolved, route and order data became available for distribution. However, a limited number of records related to newspaper deliveries and courier-delivered single-copy sales were not displayed correctly in Buddy. This resulted in reduced delivery quality for these specific products until the data was corrected.

Cause of Incident

Route and order data were not successfully transferred between the distribution system and the courier application Buddy, which prevented couriers from accessing the necessary information in the app.

The disruption in data transfer has been linked to a database upgrade performed earlier in February, which affected the integration responsible for synchronizing the data.

Resolution

The interruption in data transfer was quickly identified, and work began immediately to restore the data flow.

In addition to re-establishing the normal data transfer process, missing data was also manually transferred to Buddy to ensure operational continuity. Several verification checks were performed to confirm the correct number of parcels (particularly pickup parcels) based on lessons learned from previous incidents.

Additional corrections were made to ensure that all affected records and customer updates were properly updated in Buddy.

Follow-up and Improvements

The following measures have been implemented:

• Necessary system adjustments to ensure improved data flow between databases
• Improved alerting procedures, both automated and manual, to enable faster response to similar incidents
• Enhanced clean-up procedures for this type of incident, including additional verification checkpoints for newspaper deliveries and courier-delivered single-copy sales
  

Closing Statement

We regret the disruption this incident caused and remain committed to providing a stable and reliable platform for your operations.

Thank you for your patience and continued trust.