SnapEngage Service Status

Service Uptime for the previous year:

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Resolved: Delay in sending emails

September 6th 3:52pm MDT SendGrid has sent the remaining backlog of emails.

September 6th 3:30pm MDT Our email provider, SendGrid, is currently experiencing latency issues which is impacting the delivery of our emails. We …

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RESOLVED: Occurrence of chat routing inconsistencies

Feb. 24 8:07am Mountain time Our hosting provider has replaced the server component at the root cause of the small bursts of errors 10 minutes ago. If you still experience some chat routing …

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Chat Portal Issue Resolved

2:50 am Mountain time We have addressed the Chat Portal issue not showing the visitor new messages. We received confirmation that all messages are showing now. No need to reload or sign in again, you should …

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Chat Portal connectivity outage

Root cause analysis summary:

Our real-time communication service provider completed their root cause analysis of the issue which caused the Chat Portal connectivity outage on the late afternoon of June 23rd. Here is the short …

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Analytics Reporting Issues Resolved

Post Incident Follow-up Our service provider provided a solution to this issue which we put into place that has been running without trouble for the last few days.

4:29 pm We have received word from our …

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Service issue resolved.

1:00 pm We are in touch with our service providers and are working on a resolution.

1:29 pm We received a fix from our messaging providing. This change requires a code update. We are doing it now …

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Sign-in issues have been resolved

September 3rd 2014 – 5:14 pm Mountain time

The issue with accessing the sign page at https://snapengage.com/signin has been resolved.

September 3rd 2014 – 4:55 pm Mountain time

We’re currently investing an issue when people …

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This issue is now resolved

6:55 am Resolved
Everything is back to normal.

5:25 am Error rate is down to 1%
We are getting really close to being back to normal.

4:00 am update:
Our hosting provider is still working …

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[02/22/2014 1:58pm MDT] Resolved:

Google is reporting the Google Talk problems have been resolved.

The problem with Google Talk should be resolved. We apologize for the inconvenience and thank you for your patience and continued support. Please rest assured that

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This issue is now resolved.

Most recent update:
2:00pm SnapEngage is back up and running
We are working with Google to understand what caused this outage, and to ensure it will not happen again. We will publish a postmortem here …

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[10:31am MDT] – This issue is now resolved.

Google provided the technical details on this Google AppEngine platform outage:

The issue that occurred today occurred when we moved your app from one datacenter to another, due to an underlying Bigtable …

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Chat functionality was unaffected.

This issue is now considered Resolved.

Over the past two days we have seen two very short-term outages (less than 15 minutes) on this family of websites (including the home page, support page, blog, …

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This issue is now considered Resolved.

Google confirmed the issue was a momentary technical problem. Service is running smoothly again. Sorry for the 10 minutes of service disruption.

Around 11:15pm, we started seeing an interruption of service from our service …

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This issue is now considered Resolved.

It appears this was only a momentary hiccup. Service seems to be running smoothly again. We will continue to investigate what caused this problem, and make steps toward fixing it for the future.

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We are proud of our >99.98% uptime stats, but like any internet-based business, we sometimes (read: infrequently) experience unexpected service interruptions.

In the name of greater transparency, and better customer service, we have created this blog so you can get …

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