Support Helpdesk Availability Issues

Timeline

1. 16 Sep · 14:58 UTC 🟠 Resolved atom

   Sep 16, 14:58 UTC
   Resolved - This incident has been resolved.
   
   Sep 16, 13:34 UTC
   Monitoring - A fix has been implemented and we are monitoring the results.
   
   Sep 16, 11:43 UTC
   Identified - Support portal and live chat support remain unavailable while our helpdesk provider works toward a resolution.
   
   We strongly advise holding non-urgent cases until the incident is resolved. Please note that emergency phone support is reserved for P1 and emergency issues. Response times on this backup channel may still be heavily delayed.
   
   Sep 16, 10:21 UTC
   Identified - Support portal and live chat support are still unavailable due to the ongoing helpdesk provider outage.
   
   We highly recommend waiting for the incident resolution to submit or update cases. If you have an urgent issue, you can reach out to us on the emergency phone support line but please note that responses might be heavily delayed.
   
   Sep 16, 09:11 UTC
   Identified - Support portal and live chat support are still unavailable due to the ongoing helpdesk provider outage. Customers may still experience issues submitting or viewing tickets/chats, and overall response times may be delayed.
   
   Phone support remains fully operational for urgent inquiries.
   
   Sep 16, 08:32 UTC
   Investigating - We are continuing to investigate this issue.
   
   Sep 16, 08:31 UTC
   Investigating - Our helpdesk provider is currently experiencing issues, and as such customers might encounter errors while submitting or viewing tickets. Responses on customer inquiries may be delayed during this time.

2. 16 Sep · 13:34 UTC 🟠 Monitoring atom

   Sep 16, 13:34 UTC
   Monitoring - A fix has been implemented and we are monitoring the results.
   
   Sep 16, 11:43 UTC
   Identified - Support portal and live chat support remain unavailable while our helpdesk provider works toward a resolution.
   
   We strongly advise holding non-urgent cases until the incident is resolved. Please note that emergency phone support is reserved for P1 and emergency issues. Response times on this backup channel may still be heavily delayed.
   
   Sep 16, 10:21 UTC
   Identified - Support portal and live chat support are still unavailable due to the ongoing helpdesk provider outage.
   
   We highly recommend waiting for the incident resolution to submit or update cases. If you have an urgent issue, you can reach out to us on the emergency phone support line but please note that responses might be heavily delayed.
   
   Sep 16, 09:11 UTC
   Identified - Support portal and live chat support are still unavailable due to the ongoing helpdesk provider outage. Customers may still experience issues submitting or viewing tickets/chats, and overall response times may be delayed.
   
   Phone support remains fully operational for urgent inquiries.
   
   Sep 16, 08:32 UTC
   Investigating - We are continuing to investigate this issue.
   
   Sep 16, 08:31 UTC
   Investigating - Our helpdesk provider is currently experiencing issues, and as such customers might encounter errors while submitting or viewing tickets. Responses on customer inquiries may be delayed during this time.

3. 16 Sep · 13:34 UTC 🟠 Monitoring atom

   Sep 16, 13:34 UTC
   Monitoring - A fix has been implemented and we are monitoring the results.
   
   Sep 16, 11:43 UTC
   Identified - Support portal and live chat support remain unavailable while our helpdesk provider works toward a resolution.
   
   We strongly advise holding non-urgent cases until the incident is resolved. Please note that emergency phone support, and [email protected] are reserved for P1 and emergency issues. Response times on this backup channel may still be heavily delayed.
   
   Sep 16, 10:21 UTC
   Identified - Support portal and live chat support are still unavailable due to the ongoing helpdesk provider outage.
   
   We highly recommend waiting for the incident resolution to submit or update cases. If you have an urgent issue, you can reach out to us on the emergency phone support line, or email us at [email protected], but please note that responses might be heavily delayed.
   
   Sep 16, 09:11 UTC
   Identified - Support portal and live chat support are still unavailable due to the ongoing helpdesk provider outage. Customers may still experience issues submitting or viewing tickets/chats, and overall response times may be delayed.
   
   Phone support remains fully operational for urgent inquiries.
   
   Sep 16, 08:32 UTC
   Investigating - We are continuing to investigate this issue.
   
   Sep 16, 08:31 UTC
   Investigating - Our helpdesk provider is currently experiencing issues, and as such customers might encounter errors while submitting or viewing tickets. Responses on customer inquiries may be delayed during this time.

4. 16 Sep · 11:43 UTC 🟠 Identified atom

   Sep 16, 11:43 UTC
   Identified - Support portal and live chat support remain unavailable while our helpdesk provider works toward a resolution.
   
   We strongly advise holding non-urgent cases until the incident is resolved. Please note that emergency phone support, and [email protected] are reserved for P1 and emergency issues. Response times on this backup channel may still be heavily delayed.
   
   Sep 16, 10:21 UTC
   Identified - Support portal and live chat support are still unavailable due to the ongoing helpdesk provider outage.
   
   We highly recommend waiting for the incident resolution to submit or update cases. If you have an urgent issue, you can reach out to us on the emergency phone support line, or email us at [email protected], but please note that responses might be heavily delayed.
   
   Sep 16, 09:11 UTC
   Identified - Support portal and live chat support are still unavailable due to the ongoing helpdesk provider outage. Customers may still experience issues submitting or viewing tickets/chats, and overall response times may be delayed.
   
   Phone support remains fully operational for urgent inquiries.
   
   Sep 16, 08:32 UTC
   Investigating - We are continuing to investigate this issue.
   
   Sep 16, 08:31 UTC
   Investigating - Our helpdesk provider is currently experiencing issues, and as such customers might encounter errors while submitting or viewing tickets. Responses on customer inquiries may be delayed during this time.

5. 16 Sep · 10:21 UTC 🟠 Identified atom

   Sep 16, 10:21 UTC
   Identified - Support portal and live chat support are still unavailable due to the ongoing helpdesk provider outage.
   
   We highly recommend waiting for the incident resolution to submit or update cases. If you have an urgent issue, you can reach out to us on the emergency phone support line, or email us at [email protected], but please note that responses might be heavily delayed.
   
   Sep 16, 09:11 UTC
   Identified - Support portal and live chat support are still unavailable due to the ongoing helpdesk provider outage. Customers may still experience issues submitting or viewing tickets/chats, and overall response times may be delayed.
   
   Phone support remains fully operational for urgent inquiries.
   
   Sep 16, 08:32 UTC
   Investigating - We are continuing to investigate this issue.
   
   Sep 16, 08:31 UTC
   Investigating - Our helpdesk provider is currently experiencing issues, and as such customers might encounter errors while submitting or viewing tickets. Responses on customer inquiries may be delayed during this time.

6. 16 Sep · 09:11 UTC 🟠 Identified atom

   Sep 16, 09:11 UTC
   Identified - Support portal and live chat support are still unavailable due to the ongoing helpdesk provider outage. Customers may still experience issues submitting or viewing tickets/chats, and overall response times may be delayed.
   
   Phone support remains fully operational for urgent inquiries.
   
   Sep 16, 08:32 UTC
   Investigating - We are continuing to investigate this issue.
   
   Sep 16, 08:31 UTC
   Investigating - Our helpdesk provider is currently experiencing issues, and as such customers might encounter errors while submitting or viewing tickets. Responses on customer inquiries may be delayed during this time.

7. 16 Sep · 08:32 UTC 🟡 Investigating atom

   Sep 16, 08:32 UTC
   Investigating - We are continuing to investigate this issue.
   
   Sep 16, 08:31 UTC
   Investigating - Our helpdesk provider is currently experiencing issues, and as such customers might encounter errors while submitting or viewing tickets. Responses on customer inquiries may be delayed during this time.

8. 16 Sep · 08:31 UTC 🟡 Investigating atom

   Sep 16, 08:31 UTC
   Investigating - Our helpdesk provider is currently experiencing issues, and as such customers might encounter errors while submitting or viewing tickets. Responses on customer inquiries may be delayed during this time.