Degraded performance

Incident Report for Dixa

Postmortem

Dear customers,

On Monday 6th of January at 10:36 CEST we received reports of users not being able to access Dixa or open the agent interface.

Our engineers were immediately notified and started the investigation to find the root causeA few minutes later, the root cause was identified as a faulty deployment which caused certain critical functions related to agent presence to malfunction which prohibited agents from accessing Dixa.

Our engineers implemented a fix which brought Dixa back to operational status at 10:51 am CEST.

We have taken action to prevent this from happening again and we sincerely apologize for the inconvenience this caused.

Posted Mar 08, 2023 - 15:08 CET

Resolved

All known issues to this incident have been resolved. We thank you for your patience and cooperation.

Post mortem about this incident will be posted within 5 business days.

Posted Mar 06, 2023 - 13:11 CET

Update

We are continuing to see stability across our platform. We will continuing monitoring and follow up at 1:10 PM CEST

Posted Mar 06, 2023 - 11:12 CET

Update

We are continuing to monitor for any further issues.

Posted Mar 06, 2023 - 11:05 CET

Update

We are continuing to monitor for any further issues.

Posted Mar 06, 2023 - 10:57 CET

Monitoring

Our teams has now identified the issue and we have deployed a fix. We are monitoring and will provide more information soon.

Next update at 11:20 UTC

Posted Mar 06, 2023 - 10:51 CET

Update

We are continuing to investigate this issue.

Posted Mar 06, 2023 - 10:51 CET

Update

We are continuing to investigate this issue.

Posted Mar 06, 2023 - 10:45 CET

Update

We are experiencing some difficulties with logging in to Dixa. We are investigating the matter.

Next update at 11:10 CEST

Posted Mar 06, 2023 - 10:40 CET

Investigating

We have received reports of instability in the platform. We are investigating the issue. Updates will follow

Posted Mar 06, 2023 - 10:37 CET

This incident affected: Agent Interface (Agent Interface, Analytics, Search, Conversation Offers (WSS connection)) and Email (Outbound).