Update - There were unexpected issues during the 'Website Knowledge Source' restoration process, causing a delay. However, the dedicated team has efficiently addressed and resolved these challenges. The restoration process is now back on track, and it is expected to be completed within approximately one hour.
Nov 29, 2023 - 07:12 UTC
Nov 29, 2023 - 07:12 UTC
Update - We wish to update you on our ongoing efforts to restore the 'Website Knowledge Source' in our Vector Database. At present, we have successfully restored close to 30% of the overall 'website knowledge', and we are fully committed to achieving complete restoration as promptly as possible.
Nov 28, 2023 - 16:13 UTC
Nov 28, 2023 - 16:13 UTC
Update - We are pleased to report significant progress in our restoration efforts. The AI response functionality has been fully restored, and the 'KB (Knowledge Base) knowledge source' is now operational again. Our team is currently focused on the restoration of the 'website knowledge source'.
Nov 28, 2023 - 12:56 UTC
Nov 28, 2023 - 12:56 UTC
Update - The restoration process for both the 'KB (Knowledge Base) knowledge source' and 'website knowledge' is currently underway. We are making good progress and are optimistic about a swift completion. Additionally, we are in the process of re-enabling the AI Assistant to provide its full range of services.
Nov 28, 2023 - 11:50 UTC
Nov 28, 2023 - 11:50 UTC
Update - We are pleased to announce that the 'document knowledge source' has been successfully restored in our Vector Database. Our current focus is on restoring the 'KB (Knowledge Base) knowledge source' and the 'website knowledge'. Our team is working tirelessly to complete these tasks and fully reinstate all services.
Nov 28, 2023 - 10:53 UTC
Nov 28, 2023 - 10:53 UTC
Update - We have successfully restored the 'plain text knowledge source' in our Vector Database. Our team is continuing to work diligently on restoring the 'document knowledge source'. We are committed to resolving this remaining issue as quickly as possible and will provide a further update soon.
Nov 28, 2023 - 06:30 UTC
Nov 28, 2023 - 06:30 UTC
Update - We are actively working on restoring the 'document knowledge source' in our Vector Database. Our team is dedicated to resolving this as swiftly as possible. We will provide a further update soon.
Nov 28, 2023 - 03:00 UTC
Nov 28, 2023 - 03:00 UTC
Update - We have successfully restored the 'shortcut knowledge source' index in our Vector Database. We are now working on restoring the remaining knowledge sources. Progress is being made, and we anticipate a full resolution soon.
Nov 28, 2023 - 00:00 UTC
Nov 28, 2023 - 00:00 UTC
Update - The initial fix attempted for the Vector Database issue was unsuccessful. We are now implementing a secondary plan, which involves re-indexing to a new cluster. This approach is aimed at resolving the problem more effectively.
Nov 27, 2023 - 21:00 UTC
Nov 27, 2023 - 21:00 UTC
Update - We have identified the root cause of the issue with our Vector Database. Our team is now actively working on applying the necessary changes to fix the problem.
Nov 27, 2023 - 19:00 UTC
Nov 27, 2023 - 19:00 UTC
Update - Currently addressing an issue with our Vector Database in collaboration with the vendor. We are working diligently to resolve this as quickly as possible and apologize for any inconvenience caused.
Nov 27, 2023 - 16:00 UTC
Nov 27, 2023 - 16:00 UTC
Update - The issue has been identified as originating from our Vector DB vendors. A support ticket has been raised with the vendor, and we are currently awaiting their response.
Nov 27, 2023 - 15:30 UTC
Nov 27, 2023 - 15:30 UTC
Update - Upon thorough investigation, the root cause has been traced to our Vector DB, which is currently not responding to queries as expected. This is directly impacting the functionality of the AI Assistant addon, leading to the observed increase in API errors.
Nov 27, 2023 - 15:15 UTC
Nov 27, 2023 - 15:15 UTC
Identified - We have identified a critical issue affecting the AI Assistant addon, marked by an elevated rate of API errors. This incident was initially detected around 1420 UTC today.
Nov 27, 2023 - 14:45 UTC
Nov 27, 2023 - 14:45 UTC
Update - Our engineers have updated handling of DMARC records to help improve and separate reputation of individual property specific sender domains.
Nov 22, 2023 - 05:15 UTC
Nov 22, 2023 - 05:15 UTC
Update - We're still experiencing heavy rate-limiting when sending to GMail based domains and GMail itself. Our engineering team is in contact with our google account managers looking for potential solutions. In the mean time we're restricting deliveries of chat transcript emails to @gmail.com domains to prioritize ticket deliveries
Nov 17, 2023 - 18:27 UTC
Nov 17, 2023 - 18:27 UTC
Update - We've deployed additional outbound email servers to increase sending capacity
Nov 17, 2023 - 17:48 UTC
Nov 17, 2023 - 17:48 UTC
Update - Our team has identified source of large volume of unsolicited emails being generated that caused queue buildup.
Offending senders have been suspended indefinitely and pending emails form those senders has been dropped from outbound email queue.
Nov 17, 2023 - 09:13 UTC
Offending senders have been suspended indefinitely and pending emails form those senders has been dropped from outbound email queue.
Nov 17, 2023 - 09:13 UTC
Identified - We've identified issue in our email infrastructure that is causing deliveries to @gmail.com domains to be delayed
Nov 17, 2023 - 08:39 UTC
Nov 17, 2023 - 08:39 UTC
Website
Operational
Dashboard
Operational
Mobile Apps
Operational
Widget
Operational
Hosted Pages
Operational
Ticketing
Degraded Performance
Emails
Degraded Performance
Knowledge base
Operational
Integration
Operational
AI Assist
Degraded Performance
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.