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15 April 2019

Maintenance 19 04 4699 on service architecture in all datacenters

April 15, 2019 at 2:56:00 PM CEST
Maintenance has been scheduled to further improve the availability and redundancy for several services. This maintenance was previously scheduled for April 5 - April 17th, but was postponed.

A staged roll-out process will be used while updating the services, updating our least used datacenters first, and gradually making the updated services available to more customers in each datacenter.

As these services have been designed for a redundant set-up and automatic load balancing, we expect no impact to end users. Service performance is already monitored, and will be reviewed with every step of this change.

The current schedule is to for the updates to be executed:
In our CA1 datacenter April 15th
In our UK1 and US1 datacenter April 17th to April 18th
In our NL2 datacenter on April 24th
In our NL3 datacenter between April 24th and April 30th.

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9 April 2019

RESOLVED: Loss of external availability

RESOLVED: Loss of external availability
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9 April 2019

RESOLVED: SaaS environments unreachable: timeout

This problem has been marked as resolved at April 9, 2019 at 2:22:07 PM CEST.

Original post
April 9, 2019 at 8:29:55 AM CEST
We are currently experiencing problems on one of our hosting locations. As a result your TOPdesk environment may not be available.
We are aware of the problem and working on a solution.

Our apologies for the inconvenience. We aim to update this status blog at least every 30 minutes until the issue has been resolved.

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4 April 2019

RESOLVED: Connectivity issues at our hosting location US1

RESOLVED: Connectivity issues at our hosting location US1
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26 March 2019

[POSTPONED] Maintenance 19 03 6265 on service architecture in all datacenters

Update April 8th, 2019 at 10:10 AM CEST 

As some of the preconditions for this maintenance have not been met, we decided to postpone the maintenance until further notice. A new planning will be posted when this is available.

 

March 26, 2019 at 12:37:13 PM CET
Maintenance has been scheduled to further improve the availability and redundancy for several services, including the authentication service that has recently caused performance issues in the NL3 datacenter.

A staged roll-out process will be used while updating the services, updating our least used datacenters first, and gradually making the updated services available to more customers in each datacenter.

As these services have been designed for a redundant set-up and automatic load balancing, we expect no impact to end users. Service performance is already monitored, and will be reviewed with every step of this change.

The current schedule is for the updates to be executed:
In our CA1 datacenter April 5th
In our UK1 and US1 datacenter April 7th to April 8th
In our NL2 datacenter on April 10th
In our NL3 datacenter between April 10th and April 17th.

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18 March 2019

RESOLVED: SaaS connectivity issues in NL3 datacenter

This problem has been marked as resolved at March 18, 2019 at 5:18:25 PM CET.

Root Cause Analysis:

March 18 , 11:40: one of the services routing traffic to your environment experienced performance issues. This caused time out errors and delays for users.

Our monitoring system noted the situation, alerted the operations team and triggered an automated restart of the service to resolve the situation temporarily within 7 minutes. It is however possible that users have experienced the issue longer, as users needed to log in again to resume normal operation.

During investigation an increased load was noted due to the growth of the number of users. The service is designed to adjust to increased load automatically. As this automated adjustment did not happen, this caused an overload resulting in delays for users.

12:18: A manual scale up of the service was done successfully to avoid new overload as users where logging in again.

14:18: The operations team noticed a smaller scale delay again, indicating a specific underlying problem. In collaboration with the development team responsible for the service, an issue was found in the service, preventing it to adjust for increased load as intended.

17:15:  permanent fix to the service was deployed to production, which re-enables automated adjust to increased load again.

Follow up:

During evaluation of this issue, we concluded that initially the impact of the situation on users was underestimated. Because of this, external communication including posting a major incident was delayed. Improving the communication flow will be discussed shortly in collaboration with our Support department.

 

Original post
March 18, 2019 at 2:02:41 PM CET
TOPdesk SaaS had some connectivity issues between 11:50 - 12:00 CET and at 14:15 CET in our NL3 datacenter. As a result your TOPdesk environment was slow or unavailable.
If you have still connectivity issues, please close your current TOPdesk session and re-login.

This issue will be evaluated by our SaaS engineers. Our apologies for the inconvenience. Please contact TOPdesk support if you have still connectivity issues to TOPdesk SaaS.

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13 March 2019

RESOLVED: SaaS disruption slowness in NL3 datacenter

This problem has been marked as resolved at March 13, 2019 at 10:19:59 AM CET.

Original post
March 13, 2019 at 10:10:25 AM CET
We are currently experiencing problems on our NL3 hosting locations. As a result your TOPdesk environment may be slow or unavailable.
We are aware of the problem and working on a solution.

Our apologies for the inconvenience. We aim to update this status blog at least every 30 minutes until the issue has been resolved.

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18 February 2019

RESOLVED: SaaS disruption login problems and slowness in NL3 datacenter

RESOLVED: SaaS disruption login problems and slowness in NL3 datacenter
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