Convercent incident

Helpline & Case Manager Retaliation Feature Service Outage

Major Resolved View vendor source →

Convercent experienced a major incident on March 22, 2024 affecting EU Production, lasting 2h 33m. The incident has been resolved; the full update timeline is below.

Started
Mar 22, 2024, 11:05 AM UTC
Resolved
Mar 22, 2024, 01:38 PM UTC
Duration
2h 33m
Detected by Pingoru
Mar 22, 2024, 11:05 AM UTC

Affected components

EU Production

Update timeline

  1. investigating Mar 22, 2024, 11:05 AM UTC

    We’ve identified an issue where users are unable to access the Helpline & Case Manager Retaliation feature. The impact is limited to users accessing the service through the EU Production environment. We’re investigating the issue and will provide an update as soon as possible.

  2. identified Mar 22, 2024, 12:04 PM UTC

    Our engineering teams have identified the root cause and continue working towards a resolution.

  3. resolved Mar 22, 2024, 01:38 PM UTC

    The issue has been resolved. If you are still experiencing issues, please contact our support teams quoting IM-484. Root cause analysis investigations have been initiated and an RCA will be provided.