Alchemer experienced a major incident on November 17, 2020 affecting Application - US and Survey Taking - US and 1 more component, lasting 41m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 17, 2020, 10:35 PM UTC
Our teams are investigating issues causing the US and EU-based services to present error messages upon logging in. We are working swiftly to restore access at this time. More information to follow.
- investigating Nov 17, 2020, 10:44 PM UTC
We are continuing to investigate this issue.
- identified Nov 17, 2020, 10:51 PM UTC
Our team has identified the source of the issue. We are working to implement a solution that will restore consistent access to logging into the US application shortly. We have found that survey taking on some US accounts is running slowly at the moment; the solution being implemented will restore normal speed there as well.
- monitoring Nov 17, 2020, 11:04 PM UTC
The fix has been implemented and we are beginning to see normal performance for survey taking and app login returning to normal. We are continuing to monitor to ensure everything is back up to speed.
- resolved Nov 17, 2020, 11:17 PM UTC
We have been able to restore normal access as of now. If you are continuing to see issues, please reach out to our Support team. Thank you for your patience.