Summary:

On November 1st, 2024, between 10:30 AM and 11:17 AM CET, we experienced a disruption impacting the Real-time Dashboard and Conversation Overview features.

Our Support team promptly addressed it following the initial reports.
Our engineering team was already addressing the issue proactively, which allowed us to open the communication on Status page as Identified.

By 11:05 AM CET, a fix was successfully implemented, leading to noticeable improvements across all affected services.
We entered a monitoring phase at 11:10 AM CET to ensure all services were functioning normally and to preemptively address any further issues.

To prevent future occurrences, we are enhancing our internal systems, particularly focusing on improving automatic alerts for quicker issue detection and response.

Timeline (CET):

• 10:30 AM: Initial customer reports received.
• 10:44 AM: Engineering team identified and began resolving the issue.
• 11:00 AM: Status page updated.
• 11:05 AM: Fix implemented, improvements noted.
• 11:10 AM: Moving into monitoring phase.
• 11:17 AM: Full functionality restored.

As always, we appreciate your patience and collaboration during this process.