SnapEngage Service Status

Statement on CVE-2021-44228 Apache Log4j – SnapEngage is not impacted

On December 20, 2021 / In / by Jerome Mouton

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 determine whether there was any impact to our Product Lines SnapEngage, TeamSuccess, TeamSupport and TeamInsights.

Impact: It has been found that SnapEngage is not impacted by Log4j.

Latest Update: 12-20-2021

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. […]

Read More

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 […]

Read More

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 […]

Read More

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 […]

Read More