Resolved: This incident is now resolved. Tendable has been working normally for UK customers since 11:10 BST on 20 October, and the issue at our cloud hosting provider in their London region has been resolved. Logins, pages and background tasks such as emails, exports and PDF reports are all running normally, and Tendable Assessment is working normally.

If something you requested on 20 October between 07:00 and 11:10 BST has not arrived, please request it again.

We are making changes so that our UK service keeps running if a single data centre in our provider's London region has a problem in future. Thank you for your patience, and we apologise for the disruption.

Tendable is now largely back to normal for UK customers, and most users should find it working again. Logins and pages are loading at normal speed, and background tasks such as emails, exports and PDF reports are running again. If something you requested this morning has not arrived, please request it again. Tendable Assessment is also working normally.

The remaining problems are being caused by an issue with our cloud service provider (the company that hosts our system), which is still being resolved in their London region. Until they fully resolve it on their side, some users may still see occasional slowness or the odd page that doesn't load. We are continuing to monitor closely.

Customers in Canada, South Africa and Australia are not affected.

Update 09:15 BST: UK customers can log in to Tendable on the web and mobile app again, but pages are loading slowly, taking several seconds each. Background tasks such as emails, exports and PDF reports are delayed and will be processed once service is fully restored. Some dashboards in Tendable Assessment may still be slow or fail to load.

The cause remains an incident at our cloud hosting provider affecting their London region. They have confirmed it is ongoing and their engineers are still working on it. We are monitoring closely and will post our next update by 10:30 BST.

Customers in Canada, South Africa and Australia are not affected.

Since around 07:00 BST on 20 October, UK customers may be unable to log in to Tendable on the web or the mobile app, and some pages may fail to load.

The cause is an incident at our cloud hosting provider affecting their London region, which has taken our UK database offline. Our provider has confirmed the issue and their engineers are working on it. We are monitoring it closely and will restore service as soon as their platform recovers.

Customers in Canada, South Africa and Australia are not affected.