Calix incident

Delayed Response Times in Calix Support Cloud and Issues with CommandIQ Operations

Critical Resolved View vendor source →

Calix experienced a critical incident on May 5, 2023 affecting Calix Service Cloud (calixcloud.calix.com) and CommandIQ, lasting 3d 4h. The incident has been resolved; the full update timeline is below.

Started
May 05, 2023, 03:03 PM UTC
Resolved
May 08, 2023, 07:05 PM UTC
Duration
3d 4h
Detected by Pingoru
May 05, 2023, 03:03 PM UTC

Affected components

Calix Service Cloud (calixcloud.calix.com)CommandIQ

Update timeline

  1. investigating May 05, 2023, 03:03 PM UTC

    We are currently investigating an issue with delayed response times in Calix Support Cloud and issues with CommandIQ operations impacting US customers. For more details on this issue, please reference the following Community post: https://community.calix.com/s/question/0D54u00009ZnxyqCAB/delayed-response-times-in-calix-support-cloud

  2. investigating May 05, 2023, 03:38 PM UTC

    We are continuing to investigate this issue.

  3. monitoring May 05, 2023, 06:27 PM UTC

    A fix has been implemented and we are monitoring the results.

  4. investigating May 05, 2023, 06:43 PM UTC

    We are currently investigating this issue.

  5. investigating May 05, 2023, 10:05 PM UTC

    The investigation into this issue continues at this time. Further details and updates will be provided on the Community post: https://community.calix.com/s/question/0D54u00009ZnxyqCAB/delayed-response-times-in-calix-support-cloud-and-issues-with-commandiq-operations

  6. monitoring May 06, 2023, 02:25 AM UTC

    A fix has been implemented and we are monitoring the results.

  7. monitoring May 07, 2023, 04:28 PM UTC

    We are continuing to monitor for any further issues. Details on monitoring updates will be provided via the Community post.: https://community.calix.com/s/question/0D54u00009ZnxyqCAB/delayed-response-times-in-calix-support-cloud

  8. investigating May 08, 2023, 04:44 PM UTC

    We are currently investigating new reports of issues with enabling/disabling ProtectIQ/ExperienceIQ in CSC. More details can be found via the Community post: https://community.calix.com/s/question/0D54u00009ZnxyqCAB/delayed-response-times-in-calix-support-cloud-and-issues-with-commandiq-operations

  9. resolved May 08, 2023, 07:05 PM UTC

    This issue has been resolved and the delays in response times for Calix Support Cloud and CommandIQ operations are no longer being seen. A new Trust post will be getting created shortly to track specifically the new issue of enabling/disabling ProtectIQ/ExperienceIQ in Calix Support Cloud and CommandIQ.