After monitoring the activity of our platform since our last intervention, we didn't notice any new perturbations. The situation is back to normal.
Thanks a lot for your patience. We will soon publish a post-mortem here.
Posted Nov 13, 2019 - 09:30 CET
Monitoring
Since 3pm (UTC+1), we have been able to restore the failed service that impacts conversation routing for half of our users. The conversations are again correctly distributed for these users. You may receive previous conversations as a result of restoring the service. We continue to monitor the platform and thank you for your patience.
Posted Nov 12, 2019 - 16:02 CET
Update
We continue our work to restore the application. At this stage, we have managed to restore a flow of incoming conversations to 50% of our users. However, a major service is still unhealthy impacting the production of the other 50% of our users. If you are not receiving a conversation, you must be concerned about this problem. We are currently working to solve this problem.
A new message will be published in one hour. Thank you for your patience.
Posted Nov 12, 2019 - 14:38 CET
Update
Our hosting service indicates that the problem is being resolved. On our side, we are also seeing an improvement in the situation. We are currently working to resolve the consequences of this interruption on the various services necessary for the proper functioning of ibbü.
Our latest tests show that it is once again possible to make a conversation."
Posted Nov 12, 2019 - 13:13 CET
Update
Our hosting service indicates an improvement in server stability. We also see stability in the connection to the administration or the conversation panel. However, we continue to observe instabilities in the initialization of conversations or message exchanges.
We will publish the next update in an hour unless we receive important information in the meantime.
Posted Nov 12, 2019 - 11:54 CET
Update
Despite our efforts, we are limited in our actions by the incident located at our hosting service. Nevertheless, we were able to restore the connection to the administration and the conversation panel. However, the loading of notifications on websites or message exchanges is still strongly impacted. Here is the latest message from our hosting service regarding the current incident: "We are continuing to investigate connectivity issues affecting some instances."
Posted Nov 12, 2019 - 10:46 CET
Update
It is now possible to connect to the administration again. Conversation panel is still not reachable. We are continuing our actions to restore the service as soon as possible.
Posted Nov 12, 2019 - 10:07 CET
Identified
Our hosting service is experiencing elevated API error rates and network connectivity errors. They have identified the root cause and are working to resolve the issue.
Posted Nov 12, 2019 - 09:49 CET
Update
The problem is located at our hosting service. We are currently working on a workaround solution. Our support ticketing tool is also impacted. Sending responses to your assistance requests may take time. We thank you in advance for your patience and understanding.
Posted Nov 12, 2019 - 09:24 CET
Investigating
It is not possible to connect to the platform (error 500). Our technical team is currently working on solving this problem. We apologize for the inconvenience.
Posted Nov 12, 2019 - 09:14 CET
This incident affected: Chat, Web App, and Mobile App.