SnapEngage Service Status


Resolved: Google Cloud outage impacting EU hosted customers

On November 12, 2021 / In / by Jerome Mouton

November 12, 2021 – 12:38PM CET – Google Cloud confirmed the issue with Google Cloud infrastructure components has been resolved for all affected products. SnapEngage confirmed that there has been no further disruptions for the last 90 minutes.

November 12, 2021 – 11:01AM CET – Our monitoring and alerting is showing that all systems have recovered. Google Cloud is not confirming the resolution of the incident yet though.

November 12, 2021 – 10:54AM CET – Google confirmed experiencing an issue with multiple Google Cloud components.

November 12, 2021 –  10:02AM CET – P1 ticket acknowledged and is being worked on by Google Cloud.

November 12, 2021 –  09:53AM CET – Following Operation verifications that the issue was not on the SnapEngage managed infrastructure, a P1 ticket has been opened with Google Cloud.

November 12, 2021 –  09:35AM CET – Our monitoring and alerting systems is reporting increased errors and latency for our SnapEngage EU customers, and to SnapEngage resellers and single tenant customers hosted in our European Google Cloud datacenter location in Belgium. The main SnapEngage multi-tenant offering hosted in the USA and other resellers and single tenant hosted outside of the Belgium data center are not impacted.

The issue our impacted customers will notice are:

  • general slowness of the platform — some actions that usually take less than a second may take several 10s of seconds
  • some unexpected error rate (“server error” pages showed in different areas of the apps)

Some customers will not notice any impact though.

 

Issues with agents logging into the Hub

On September 15, 2020 / In / by snapengage

September 16, 2020 –  12:22 AM MST – Google Cloud confirmed that the rollback has been completed, and they are no longer seeing the error from their production system logs anymore. Our SnapEngage clients who were affected by this issue can resume using the normal production platform at this point. Please contact our Support team […]

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Access to the SnapEngage admin dashboard (visitor chat and chat agents unaffected)

On March 25, 2020 / In / by Jerome Mouton

Resolved – SnapEngage Administrators unable to access the dashboard, settings, analytic

March 25, 2020 – 9:09 AM MST – Google Cloud Support confirmed they have identified and addressed the issue causing the access these past hours. At this point, the random issue when navigating the admin dashboard, the settings, the stats, etc. will no longer […]

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SnapEngage EU (European hosted only) service outage

On October 8, 2019 / In / by Jerome Mouton

Resolved – SnapEngage EU outage – only impact clients on European hosted accounts

October 8, 2019 – 3:51 AM MST – Google Cloud confirmed that the outage impacting the Europe West region has been partially resolved. We are confirming that all the SnapEngage EU hosted clients are back online. All SnapEngage resellers hosted in Europe […]

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Chat button not displayed on website

On October 7, 2019 / In / by Jerome Mouton

Resolved – Chat button not displayed on website

October 7, 2019 – 8:22 AM MST – The impact on some client widgets is assessed to be fully corrected now. We were able to identify some remaining clients who had no usage in the last few days which had unfortunately not been considered by our impact […]

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