CM.com Outage History

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

We've found the issue that was blocking the processing of tasks and we are processing normally again for new traffic. This was also attributable to the failed release. Now that we've tackled the root cause, we're scaling out our infra to expedite the speed with which we can catch up on backlogged tasks.

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

We are continuing to monitor for any further issues.

Apr 18, 22:01 CEST Resolved - This incident has been resolved. Apr 18, 21:28 CEST Investigating - We are currently investigating this issue.

Apr 17, 17:12 CEST Resolved - This incident has been resolved. Apr 17, 16:30 CEST Monitoring - A fix has been implemented and we are monitoring the results. Apr 17, 16:23 CEST Investigating - We are currently working to resolve a database outage on our ticketing platform. Due to this issue it is no longer possible to purchase Seated Tickets or to access any of the dashboards. Scanning tickets should still work.

Apr 17, 13:22 CEST Resolved - This incident has been resolved. Apr 17, 10:42 CEST Monitoring - A fix has been implemented and we are monitoring the results. Apr 17, 09:53 CEST Identified - The issue has been identified and our engineers are working on a fix. Apr 17, 04:21 CEST Investigating - We are currently experiencing a service interruption with Texter. Our engineers are looking into this.

Apr 16, 01:58 CEST Resolved - This incident has been resolved. Apr 16, 01:31 CEST Monitoring - A fix has been implemented and we are monitoring the results. Apr 16, 00:56 CEST Investigating - We are currently investigating an issue affecting PSP services.

Apr 15, 14:07 CEST Resolved - This incident has been resolved. Apr 15, 11:27 CEST Investigating - Operators BE - Base Belgium - 20620 and BE - Telenet Belgium 20605 have started rejecting most messages with url in the message body. We are checking with them in order to see this resolved.

Apr 15, 08:28 CEST Completed - The scheduled maintenance has been completed. Apr 15, 08:00 CEST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr 8, 10:41 CEST Scheduled - Due to continuous improvements made to our Verification & Sign services, we have scheduled a 2 hour maintenance window for our Verification & Sign platform. During this maintenance window a short interruption of service may be experienced. If you have any questions or experience issues, please contact us via https://support.cm.com

Apr 14, 00:01 CEST Resolved - This incident has been resolved. Apr 13, 15:46 CEST Monitoring - A fix has been implemented and we are monitoring the results. Apr 13, 14:31 CEST Investigating - We are currently investigating an issue that causes a delay in handovers and the processing of tasks for Agent Inbox.

Apr 11, 12:54 CEST Resolved - This incident has been resolved. Apr 11, 11:07 CEST Monitoring - A fix has been implemented and we are monitoring the results. Apr 11, 10:40 CEST Investigating - We are investigating delayed handovers and processing of tasks within the Mobile Service Cloud

Apr 9, 11:24 CEST Resolved - This incident has been resolved. Apr 9, 10:57 CEST Update - We are continuing to monitor for any further issues. Apr 9, 10:56 CEST Monitoring - A fix has been implemented and we are monitoring the results. Apr 9, 09:52 CEST Investigating - We are currently investigating this issue.

Apr 2, 16:45 CEST Resolved - This incident has been resolved. Apr 1, 10:02 CEST Investigating - We've received reports of customers not having audio for calls, or one-way audio, as a result of faulty firewall configuration. As a quick fix, for those affected, you can whitelist the below: 85.119.48.0/21 31.169.56.0/21 188.94.184.0/22 UDP port range 10.000 - 60.000

Apr 2, 14:37 CEST Resolved - This incident has been resolved. Apr 2, 12:43 CEST Investigating - We are currently investigating SMS delivery delays towards the operator FR - Orange (20801).

Mar 31, 23:00 CEST Completed - The scheduled maintenance has been completed. Mar 31, 22:00 CEST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar 30, 14:39 CEST Scheduled - As part of our ongoing efforts to improve service quality, we will perform scheduled maintenance on our Mobile Service Cloud - Native Voice integration on Tuesday, March 31, between 22:00 and 23:00 (CET). During this maintenance window, you may experience up to 10 minutes of downtime. The Voice Platform and other Mobile Service Cloud integrations are not affected by this maintenance. Should have any issues after the change, please contact us via [email protected] Best regards, CM Voice Team

Mar 30, 17:02 CEST Completed - The scheduled maintenance has been completed. Mar 27, 10:46 CET Update - During the maintenance, we identified an issue where some ticket prices were not correctly stored in our database starting Wednesday 25th of March, ending Thursday 26th of March 17:00h. The root cause has been identified and resolved, meaning this issue will not occur again moving forward. At this time, we are working on retroactively restoring the missing data in our database. As a result, statistics and exports within the CMS may currently be affected. We expect the missing data to be fully restored early next week. Thank you for your understanding and patience. If you have any questions or notice anything unusual, please contact your Customer Success Manager. Mar 24, 16:59 CET Update - Migration concluded successfully. Maintenance will continue 25th of March. Expect small outages during the day. We will update as necessary. Mar 24, 07:42 CET Update - Migration in progress. Small outages can occur. Mar 23, 11:18 CET Update - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar 23, 11:18 CET In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar 23, 11:17 CET Scheduled - We would like to inform you of planned maintenance starting on Monday 23rd and ending Monday 30th EOD. This maintenance will improve speed and security on the GT platform, and is considered standard. Impacted services are: Global Ticket / Museum & Parks ticketshops Global Ticket / Museum & Parks CMS Global Ticket / Museum & Parks external integrations We will be using a phased approach to this update which should ensure minimal to no disruption. Therefore we expect no impact on Ticketshop availability: tickets will remain available for purchase as usual. If you do notice anything unusual during or after the maintenance window, please reach out to your Customer Success Manager, and we will address it as quickly as possible.

Mar 26, 15:13 CET Resolved - This incident has been resolved. Mar 26, 11:58 CET Monitoring - A fix has been implemented and we are monitoring the results. Mar 26, 11:22 CET Investigating - SE - Tele2 - 24007 is experiencing an issue on their platform which affects MT/MO SMS traffic and Status Reports. The operator is investigating the issue.

Mar 26, 15:12 CET Resolved - This incident has been resolved. Mar 26, 14:24 CET Monitoring - A fix has been implemented and we are monitoring the results. Mar 26, 12:37 CET Investigating - NL - Odido (20416) is experiencing an issue on their platform which affects MT/MO SMS traffic and Status Reports. The operator is investigating the issue.

Mar 24, 03:30 CET Completed - The scheduled maintenance has been completed. Mar 24, 00:00 CET In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar 17, 21:50 CET Scheduled - We will be performing maintenance to our General Admission / Ticketing NXTGN platform. This maintenance will improve the ticketing platform experience and finalize the migration from the old ticketing app towards the new NXTGN platform. Our services will be fully unreachable during this time. Impacted services are: - NXTGN dashboard - NXTGN shop (sales.ticketing.cm.com) - Ticket download and personalization - CM Ticket scan app (Entrance Management is not impacted)

Mar 19, 19:58 CET Resolved - This incident has been resolved. Mar 19, 10:02 CET Investigating - We are currently seeing an issue with incoming messages from the Operator Odido, we are working with the operator to resolve the issue.

Mar 18, 16:53 CET Resolved - This incident has been resolved. Mar 18, 15:16 CET Update - Issue has been identified, and a fix is implemented. New incoming in/outbound traffic is processed without delay, Product will continue monitoring the situation. Mar 18, 15:13 CET Update - We are continuing to monitor for any further issues. Mar 18, 15:13 CET Monitoring - Issue has been identified, and a fix is implemented. Delayed in/outbound traffic is being processed at the moment. Product will continue monitoring the situation. Mar 18, 14:38 CET Update - Issue remains ongoing, product is investigating. All in/outbound traffic will be processed with a delay. Mar 18, 13:50 CET Investigating - There is a queue at Agent Inbox. this results in delayed processing of tasks. This impacts the processing of all inbound and outbound work. Product is investigating this issue at the moment.

Mar 18, 11:47 CET Resolved - This incident has been resolved. Mar 18, 10:17 CET Monitoring - A fix has been implemented and we are monitoring the results. Mar 18, 10:07 CET Investigating - We are currently experiencing some external network issues, which might have an impact on the quality of voice calls. We are working with our external partner to have this problem resolved as soon as possible.