Incident Notification COM Documents Storage & Payments via Broker

Rollback has been completed by COM team. Due to low order volume at this time of night, full end-to-end verification will be monitored tomorrow morning when order activity resumes. more details https://thdengops.slack.com/archives/C291W5F43/p1773887698607639 Next Steps:

Team will monitor order flow tomorrow to confirm full restoration of service.

Root Cause (Preliminary): A change turned on in COM today is believed to be causing the failure. Our Broker Partner has initiated a rollback of that change while further troubleshooting is conducted.

Current Status: Rollback is in progress. We will continue monitoring and provide updates as the situation evolves.

ETA: Our next update will be provided in approximately 1 hour.

Please remain attentive to forthcoming updates, as additional information will be disseminated promptly upon availability. We sincerely apologize for any inconvenience this may cause to your work. We acknowledge the importance of your access to our services and appreciate your patience and understanding as we work diligently to resolve the issue.

Summary: COM Documents Storage and Payments processed through our Broker are currently failing in Online Countertops. We are actively working with our Broker Partners to investigate the issue.

Impact • Incident Started: 6:35PM EST • Affecting Online Customers: Yes (All Customers) • Affecting Stores: No

Detail: We are working our broker Partners and Investigating issue.

ETA: Our next update will be provided in approximately 1 hour.

Please remain attentive to forthcoming updates, as additional information will be disseminated promptly upon availability. We sincerely apologize for any inconvenience this may cause to your work. We acknowledge the importance of your access to our services and appreciate your patience and understanding as we work diligently to resolve the issue.