SnapEngage Service Status

Resolved – Messages and presence issue impacting chat agents

November 8, 2022 – 9:26 AM MST – Pusher has confirmed that their platform outage has been mitigated for half an hour and their service is stable. We are seeing the same on the TeamSupport Messaging platform too.

November 8, 2022 – 8:38 AM MST – We are still monitoring the Pusher outage. Our system monitoring shows mostly normal usage, and our internal users are not seeing any impact of the Pusher.com MT1 outage. Note that the outage is not declared resolved by Pusher yet, but we have seen a significant platform stability improvement. We will post an update once Pusher declare the official end of the outage.

November 8, 2022 – 8:15 AM MST – The issue is impacting our customers on the US hosted multi-tenant and single tenant offerings. Customers on our offerings in Europe, UK, and Asia / Pacific are not impacted by this Pusher.com outage. The Pusher outage status is available here: https://status.pusher.com/incidents/p6y3557x0hy6

November 8, 2022 – 8:08 AM MST – We have noticed some connectivity issues in Hub again just now, and Pusher just declared another outage on their plateform. The issue seems to be more of a degraded performance of Pusher than a full outage as experienced on the night from Sunday to Monday. We are reviewing the status updates from Pusher, and we will post an update here as soon as we have more

Resolved – Messages and presence issue impacting chat agents

November 7, 2022 – 9:43 AM MST – We have identified that Pusher.com, our websockets as a service provider, had an outage. Please see the outage report here: https://status.pusher.com/incidents/bhgzsls1bfvg This outage impacted TeamSupport Messaging customers hosted on our US multi-tenant service, and single tenant customers in […]

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This status is to provide details on TeamSupports response to the vulnerability (CVE-2021-44228) impacting multiple versions of the Apache Log4j 2 utility.
Context: CVE-2021-44228, impacting multiple versions of the Apache Log4j 2 utility, was disclosed publicly. The vulnerability impacts Apache Log4j 2 versions from (including) 2.0.1 up to (excluding) 2.15.0.
SnapEngage Software Implications: A security investigation to […]

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. […]

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 […]