Delay in sending chat data to integrationsAll systems are back to normal

 

Tuesday March 28 2017 6:25am MDT – The post-chat processing delay has been resolved and all pending chat data has been delivered to our various integrations, our logs and the stats. We …

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Resolved: Delay in sending chat data to integrationsAll systems are back to normal

 

 

Monday March 20 2017 11:15am MDT – The integration delay has been resolved and all pending case data has been delivered to our various integrations. We will continue to monitor …

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Resolved: Delay in sending chat data to integrationsAll systems are back to normal

 

 

Friday February 17 2017 3:45 PM – The integration delay has been resolved and all pending case data has been delivered to our various integrations. We will continue to monitor …

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Resolved: Delay in sending chat data to integrationsAll systems are back to normal

 

December 27th 10:42am MDT The integration delay has been resolved and all pending case data has been delivered to our various integrations. We will continue to monitor the situation and will …

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Solved: Issues with Agent Status

                          Updated 12/13/2016All systems are back to normal

 

We have had a small number of reports about agent statues showing the incorrect status. Example; an agent is available online but is not getting chats because in the admin dash they …

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Resolved: Delay in sending chat data to integrationsPartial service interruption

 

October 3rd 5:42pm MDT The integration delay has been resolved and all pending case data has been delivered to our various integrations. We will continue to monitor the situation and will …

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RESOLVED: Interruption in recording Website Address URLs in visitor chats
All systems are back to normal

 

August 10 9:14am MDT We experienced an interruption in recording the Website Address URL (page from which chats were started) in visitor chats. The issue occurred from 5:40am to …

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RESOLVED: Integration with HubSpot failing to create timeline events
All systems are back to normal

 

July 26 12:14pm MDT The issue came back for some clients in the past couple of hours. HubSpot’s technical team reworked some permissions. They have resolved it again now and …

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RESOLVED: Integrations with CRMs, Help Desks, and other 3rd parties experiencing delays
All systems are back to normal

 

July 13 7:40am Mountain time The backlog of all chat transcripts and offline messages from the early hours of the incident have been delivered. If you are …

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RESOLVED: Websites content no longer available (no impact on live chat)
All systems are back to normal

May 3 4:14am Mountain time The issue has been resolved. All websites are back online.

May 3 3:26am Mountain time Our website content  hosting provider posted a updated on …

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RESOLVED: We are currently experiencing issues running queries to generate reports in the SnapEngage Analytics
All systems are back to normal

Feb. 29 3:49pm Mountain time The issue has been resolved. As always we will continue to monitor things and will post any follow-up information as …

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RESOLVED: Service disruption for the Visitor Chat API*
All systems are back to normal

 

Postmortem: We have identified that our error monitoring did not detect the increased error rate on the API endpoints, requiring our customers to report the issue before we could escalate to …

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RESOLVED: Brief occurrence of chat routing inconsistenciesAll systems are back to normal

5:05pm Mountain time  As of this time all issues have been fully resolved.

4:57pm Mountain time Our hosting provider, Google Cloud Platform, recently posted an update that some of its users were affected

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RESOLVED: Service disruption for analytics, file upload, and some widget setting changes
Partial service interuption

Postmortem Google has posted a detailed explanation of the cause and resolution to this issue.

11:45 pm Mountain time We are currently experiencing some features not working …

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RESOLVED: Chat routing inconsistency
All systems are back to normal

2:28 am Mountain time We started rolling out a change in our chat routing logic 10 minutes ago, and we are seeing this new code not performing as anticipated. Some chat agents are getting more chats …

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RESOLVED: Infrastructure issuesAll systems are back to normal

 

11:15 am Mountain time It appears that our hosting provider was having some issues that was causing some of our data to get out of sync. The issue seems to be resolved, however, we will be …

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RESOLVED: Infrastructure issuesAll systems are back to normal

 

October 23rd, 2015 5:02 pm Mountain Time Our hosting provider, Google Cloud Platform, is currently experiencing elevated errors in some of their services. We are working closely with Google to insulate our service from these underlying …

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RESOLVED: Max chat per agent issueAll systems are back to normal

 

2:00 am Mountain Time Our hosting provider, Google Cloud Platform, completed their analysis of the issue causing the max chat per agent problem last night: “The detailed analysis showed that 10% of memcache …

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Chat Portal sound notification issue FIXED – please read below for important details!Fixed

 

Oct. 25: 9:55am Mountain Time We deployed a fix for the sound notification at 5am today. This fix resolves the sound notification delay experienced by Chrome …

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Chat Portal Map Issue Resolved
Issue has been resolved

11:04 am We have a deployed an updated version of the Chat Portal that fixes the map issue. Please refresh your browser in order to make sure you have the latest version.

10:14 am We’re …

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Integration Tab Issue Resolved
All systems are back to normal

1:40 pm Fix has been deployed and issue resolved.

12:00 pm We have identified a problem with some specific integrations that is currently preventing changes made in the integrations tab to take effect. While we research …

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Desk.com Integration Issues Resolved
All systems go

10:20 am A Fix has been made, Please contact our Support team if you have any Chats or Offline messages that were not sent to Desk.com using the SnapEngage Integration

6:45 am We are currently experiencing …

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Analytics report issues have been resolved
All systems are back to normal

 

6:12 am Our service provider for big data processing has confirmed that the partial outage they experienced has been resolved. Please come chat with us if you have any questions.

6:00 am Our …

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Chat Portal Connectivity Issue ResolvedPartial service interruption

12:55 pm The Chat Portal is back to normal. Please come chat with us if you have any questions.

12:17 pm Things are returning to normal but we are continuing to the monitor the situation. …

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Analytics data issues have been resolvedPartial service interuption

October 15th 2014 – 8:20 am Mountain time

Currently Analytics data is not available. We are working with our provider to restore service.

October 15th 2014 – 9:26 am Mountain time

Analytics data service …

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RESOLVED – SnapEngage via Skype service restored

August 5th 2014 – 1:30 am Mountain time
The SnapEngage gateways are all operational and back up and running. We are investigating the long term sustainability of this solution…

August 5th 2014 –

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Chat functionality was unaffected.All systems are back to normal

This issue is now resolved.

10:28 am Resolved:
All websites are operational.

10:09 pm WP Engine update:
Our 3rd Party Datacenter Provider has made us aware of a network issue that is affecting their

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Chat functionality was unaffected.All systems are back to normal

This issue is now resolved.

3:00 pm Resolved:
All website are back up and running and operational.

12:30 pm WP Engine update:
“This is a notification to inform you of a potentially continued issue that may …

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[03/31/2014 9:32pm] Resolved:issue resolved
We tracked down and were able to resolve this issue. We’ve added some additional protections to prevent this sort of issue from occurring in the future.

[03/31/2014 10:00am] 
We want to let you know about a small …

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Chat functionality was unaffected.

This issue is now resolved.All systems are back to normal

[02/22/2014 7:00pm MDT] Resolved:

Reports and report data are up to date.

[02/22/2014 11:00am MDT] Update in progress:

The statistics and reporting services are up and running. New data are being …

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This issue is now resolved.All systems are back to normal

[01/17/2014 06:51am MDT] RESOLVED:

The stats servers are back online. Sorry again for this hour of stats interruption today. If you are experiencing any issue, please let us know.

[01/17/2014 6:04am MDT] Issue:

We are …

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This issue is now considered Resolved.All systems are back to normal


[08/20/2013 12:30pm MDT] RESOLVED:

We believe that stats should be working for all our customers at this time. If you are still seeing missing data, please let us know so we can look into …

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