On Monday March 18th 2025 at 05:35 UTC, a Neo4j Customer Portal outage was reported which made it impossible for customers to create or manage their support tickets through the portal (https://support.neo4j.com). This outage was caused by a CA-signed certificate expiring which customers used to securely gain access to Neo4j’s support portal via Salesforce. Access was restored for customers around 13:00 UTC on March 18th as a result of creating a new CA-signed certificate and applying it to production. While the portal was inaccessible to customers, Neo4j Support Engineers could still work cases internally and accept email submitted cases. We apologize for the inconvenience this caused and appreciate your understanding and patience.
The Customer Support certificate for support.neo4j.com was created as part of Neo4j’s Service Cloud migration in March 2024. As a best practice, Salesforce limits CA-signed certificates to a one-year validity period primarily for security and compliance reasons. The teams that manage this system at Neo4j misunderstood how this certificate worked and did not renew it on time as a result.
To prevent future missed certificate renewals, our team has dedicated resources who will be responsible for proactively monitoring, renewing, and managing all expiring certificates. We now have alerts configured that message the whole team 60 days in advance to make sure we don’t miss deadlines in the future.
The certificate process has also been documented thoroughly in our internal systems so that there is visibility on renewal steps across the teams responsible for managing the system.