tag:status.simplr.ai,2005:/historySimplr Status - Incident History2024-03-27T19:49:55-07:00Simplrtag:status.simplr.ai,2005:Incident/200310542024-02-21T16:07:20-08:002024-02-21T15:45:33-08:00Platform Latency<p><small>Feb <var data-var='date'>21</var>, <var data-var='time'>16:07</var> PST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Feb <var data-var='date'>20</var>, <var data-var='time'>09:25</var> PST</small><br><strong>Identified</strong> - Latency in the platform has been identified. We are currently working on a fix for this.</p>tag:status.simplr.ai,2005:Incident/194206822023-12-12T11:44:53-08:002023-12-12T11:44:53-08:00Specialists can't log in or accept tickets<p><small>Dec <var data-var='date'>12</var>, <var data-var='time'>11:44</var> PST</small><br><strong>Resolved</strong> - This incident has been resolved.</p>tag:status.simplr.ai,2005:Incident/199439592023-08-23T22:30:00-07:002024-02-08T16:37:33-08:00YETI and VF Corp partial outage<p><small>Aug <var data-var='date'>23</var>, <var data-var='time'>22:30</var> PDT</small><br><strong>Resolved</strong> - Outage due to infrastructure changes - cluster migration. Change rolled back and services recovered.</p>tag:status.simplr.ai,2005:Incident/199439342023-05-30T10:30:00-07:002024-02-08T16:34:46-08:00YETI SF Chat outage<p><small>May <var data-var='date'>30</var>, <var data-var='time'>10:30</var> PDT</small><br><strong>Resolved</strong> - Authorization issue with Salesforce backend. Recovered after our service was restarted.</p>tag:status.simplr.ai,2005:Incident/199438942023-05-22T00:00:00-07:002024-02-08T16:29:28-08:00Zendesk Chat Outage<p><small>May <var data-var='date'>22</var>, <var data-var='time'>00:00</var> PDT</small><br><strong>Resolved</strong> - Zendesk Chat Partial outage due to maintenance on the zedesk end</p>tag:status.simplr.ai,2005:Incident/165191042023-03-15T17:30:00-07:002023-03-15T18:25:25-07:00Autorouting stopped working<p><small>Mar <var data-var='date'>15</var>, <var data-var='time'>17:30</var> PDT</small><br><strong>Resolved</strong> - Autorouting stopped worked. Service was restored after expired keys were rotated</p>tag:status.simplr.ai,2005:Incident/164550862023-03-07T09:30:00-08:002023-03-11T23:27:39-08:00Release caused issues and had to be rolled back.<p><small>Mar <var data-var='date'> 7</var>, <var data-var='time'>09:30</var> PST</small><br><strong>Resolved</strong> - Release caused issues and had to be rolled back. Redeployed after code fix.</p>tag:status.simplr.ai,2005:Incident/162568582023-02-22T14:00:00-08:002023-02-23T13:54:59-08:00Integration not working with one partner<p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>14:00</var> PST</small><br><strong>Resolved</strong> - Integration was not working with one ticketing system. Service was fully restored after 3 hours</p>tag:status.simplr.ai,2005:Incident/162565932023-01-20T16:00:00-08:002023-02-23T13:36:06-08:00Tickets were not getting created for Bold integration<p><small>Jan <var data-var='date'>20</var>, <var data-var='time'>16:00</var> PST</small><br><strong>Resolved</strong> - Tickets were not getting created for Bold integration. Code fix restored the service after 5 hours. Only one partner was impacted</p>tag:status.simplr.ai,2005:Incident/162565552023-01-20T15:30:00-08:002023-02-23T13:33:30-08:00Integration offline with one partner<p><small>Jan <var data-var='date'>20</var>, <var data-var='time'>15:30</var> PST</small><br><strong>Resolved</strong> - Integration was offline with one partner. Service was restored after 3 hours</p>tag:status.simplr.ai,2005:Incident/162563232022-11-30T09:00:00-08:002023-02-23T13:17:54-08:00Intermittent platform performance degradation<p><small>Nov <var data-var='date'>30</var>, <var data-var='time'>09:00</var> PST</small><br><strong>Resolved</strong> - Intermittent platform performance degradation. Service was fully restored after 2 hours.</p>tag:status.simplr.ai,2005:Incident/162563802022-11-24T03:00:00-08:002023-02-23T13:21:34-08:00Autorouting failures<p><small>Nov <var data-var='date'>24</var>, <var data-var='time'>03:00</var> PST</small><br><strong>Resolved</strong> - Autorouting failures. Config was corrected and service was restored by 9:00a PST</p>tag:status.simplr.ai,2005:Incident/162564302022-11-23T13:23:00-08:002023-02-23T13:24:57-08:00Simplr chatbot issues<p><small>Nov <var data-var='date'>23</var>, <var data-var='time'>13:23</var> PST</small><br><strong>Resolved</strong> - Intermittent page freeze due to the chatbot. Service was fully restored after a code fix on 11/23. Only one partner was impacted.</p>tag:status.simplr.ai,2005:Incident/162549532022-08-02T21:00:00-07:002023-02-23T11:45:41-08:00Email queue was backed up due to a mass ticket event<p><small>Aug <var data-var='date'> 2</var>, <var data-var='time'>21:00</var> PDT</small><br><strong>Resolved</strong> - Email queue was backed up due to mass ticket event external to Simplr. Impacted limited partners. Added processing time due to delays. Service was fully restored after 10 hours.</p>tag:status.simplr.ai,2005:Incident/162548262022-06-05T00:00:00-07:002023-02-23T11:36:21-08:00Salesforce chat went offline<p><small>Jun <var data-var='date'> 5</var>, <var data-var='time'>00:00</var> PDT</small><br><strong>Resolved</strong> - Salesforce chat was offline for 90 mins. Service was restored. Only 1 partner was impacted</p>tag:status.simplr.ai,2005:Incident/162547522022-05-31T17:00:00-07:002023-02-23T11:31:59-08:00Genesys chat went offline<p><small>May <var data-var='date'>31</var>, <var data-var='time'>17:00</var> PDT</small><br><strong>Resolved</strong> - Genesys chat was offline for an hour. Impacted only 1 partner. Service was resotred.</p>tag:status.simplr.ai,2005:Incident/162547292022-05-31T06:30:00-07:002023-02-23T11:29:46-08:00Salesforce Chat was offline<p><small>May <var data-var='date'>31</var>, <var data-var='time'>06:30</var> PDT</small><br><strong>Resolved</strong> - Salesforce chat was offline. Only impact 1 partner and lasted 90 mins. Service was restored.</p>tag:status.simplr.ai,2005:Incident/162546892022-05-08T18:30:00-07:002023-02-23T11:27:21-08:00Email autorouting stopped working<p><small>May <var data-var='date'> 8</var>, <var data-var='time'>18:30</var> PDT</small><br><strong>Resolved</strong> - Email autorouting stopped working that caused a 90 mins delay on escalation. Service was restored at 10:55 pm CT</p>tag:status.simplr.ai,2005:Incident/99467482022-05-08T18:00:00-07:002022-05-08T21:32:34-07:00Email routing delays<p><small>May <var data-var='date'> 8</var>, <var data-var='time'>18:00</var> PDT</small><br><strong>Resolved</strong> - Platform response time delays and routing delays built a backlog. Changing routing parameter fixed the issue</p>tag:status.simplr.ai,2005:Incident/162545712022-03-22T04:30:00-07:002023-02-23T11:20:22-08:00Ticket autorouting stopped briefly<p><small>Mar <var data-var='date'>22</var>, <var data-var='time'>04:30</var> PDT</small><br><strong>Resolved</strong> - Ticket autorouting stopped briefly and was restarted after a library rollback.</p>tag:status.simplr.ai,2005:Incident/162542242022-03-19T12:00:00-07:002023-02-23T13:51:55-08:00Email autorouting stopped working<p><small>Mar <var data-var='date'>19</var>, <var data-var='time'>12:00</var> PDT</small><br><strong>Resolved</strong> - Delayed in routing. Service was fully restored after 4 hours</p>tag:status.simplr.ai,2005:Incident/162544882022-03-03T23:00:00-08:002023-02-23T11:21:48-08:00Salesforce Chat went offline<p><small>Mar <var data-var='date'> 3</var>, <var data-var='time'>23:00</var> PST</small><br><strong>Resolved</strong> - Salesforce chat went offline. Only 1 partner was impacted. Team was able to bring it back online after investigation</p>tag:status.simplr.ai,2005:Incident/90682972022-01-12T03:00:00-08:002022-01-12T17:02:25-08:00Ticket ingestion stopped for one partner.<p><small>Jan <var data-var='date'>12</var>, <var data-var='time'>03:00</var> PST</small><br><strong>Resolved</strong> - Consumer script for a partner failed silently. Once detected the service was restarted. Patch will issued to address silent failure edge use-case.</p>tag:status.simplr.ai,2005:Incident/90193692022-01-06T03:30:00-08:002022-01-06T10:35:59-08:00Messages from Gladly chat and email were delayed coming into the platform<p><small>Jan <var data-var='date'> 6</var>, <var data-var='time'>03:30</var> PST</small><br><strong>Resolved</strong> - For Gladly customers messages after the first message were delayed coming into the platform due to release side effects within Gladly. Resolved after Gladly roll back.</p>tag:status.simplr.ai,2005:Incident/80489422021-09-21T12:15:00-07:002021-09-22T10:30:08-07:00Platform stopped processing events after new release deployment<p><small>Sep <var data-var='date'>21</var>, <var data-var='time'>12:15</var> PDT</small><br><strong>Resolved</strong> - Release reverted back</p>