Announcements

Peak season readiness (October 2025)

As our peak shopping season of the year quickly approaches, we understand how important it is for you to continue operating without disruptions. To make sure you receive the best service possible from us during this time, we have made preparations across all departments.

Read through the information below to understand:

• How to contact support
• Who you should contact
• How we are preparing

Support

Our Support team will consistently serve as your primary partner in addressing any technical challenges you may encounter. Response times and service will continue to be in accordance with our SLA during peak season.

To ensure smooth operations during the peak period, review our scoping document before reaching out.

• Check that your inquiry falls within the scope of Support.

• Check if Technical services help is required in the scope of Support.
  

  

Who you should contact

For any queries related to Discovery search incidents, you can contact our support team. Support experts can guide you with queries related to the Discovery Search, feed, dashboard, Insights, Recommendations and Pathways. We also provide relevant documentation to help address your queries.

1. You can contact the Discovery support team through our support portal support.bloomreach.com
   And for urgent issues: [email protected]
2. If you are not receiving the answer or service you need, please escalate by reaching out to your Customer Success Manager (CSM) and include the ticket number.
3. If you are still not satisfied, please escalate further to regional leaders. This is reserved for priority issues.
   Europe:
   Lauren Montgomery: [email protected]
   America’s:
   Erica Simons: [email protected]

How is Bloomreach preparing

Code freeze

To decrease the risk of incidents, Bloomreach implements a code freeze through the entire peak season, including January, for post-holiday clearance events. There will still be exceptions for P1 situations, but these will go through an extensive approval process via our Change Advisory Board.

📌 2025 Code freeze timeline: Nov 7, 2025 to Jan 7, 2026 📌

Monitoring systems

Bloomreach offers comprehensive monitoring throughout the peak period, ensuring that every level is meticulously overseen for optimal performance and reliability.

Confirming technical contacts

Work with your Customer Success Manager (CSM) to ensure Bloomreach has your most up-to-date technical contacts.

Auto-scaling

We’ve enabled auto-scaling for key services (in the table below) to automatically adjust capacity as traffic increases. Auto-scaling helps:

• Ensure consistent performance during high-demand periods.
• Reduce operational delays for your customer experiences.

To ensure auto-scaling works effectively, we set minimum, default, and maximum resources, i.e., memory and CPU capacity, based on the anticipated QPS data you share with your CSM.

Auto-scaling also considers the historical peak QPS trends from the 2024 holiday season to ensure that our infrastructure handles your anticipated traffic while avoiding unnecessary manual scaling efforts.

Increased capacity and resiliency

We have increased infrastructure capacity and tested resilience from primary to failover data centers.

Outage

In the event of an outage, whether related to third-party services, networking issues, or vendor-related problems, we will provide regular updates on our Status Page.

Holiday Peak season preparations session

Watch this session on our Peak season preparation.

Notice: European Union restrictions on the provision of Bloomreach software to Russia

We understand that the availability of Bloomreach services is important to your business. We want to remind you that European Union Council Regulations prohibit the direct or indirect provision of enterprise software, including Bloomreach services, to legal persons and entities in Russia.

Bloomreach takes its export control obligations seriously and expects its customers to do so as well. We, therefore, expect our customers and partners not to provide access to Bloomreach products and services to their employees, users or affiliates in Russia without legal authorization. Bloomreach reserves the right to deploy technical measures to prevent such access in the future.

Contact your Bloomreach account team if you believe an exception should be made. We will work with our Legal team to respond accordingly.