Convercent experienced a major incident on October 4, 2023 affecting US Production and Reporting and 1 more component, lasting 158d 20h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Oct 06, 2023, 09:14 AM UTC
We’ve identified an issue where email notifications from the Convercent application are not being sent. The impact is limited to users in the U.S. production environment. We’re engaging with our provider. We have identified a temporary fix. As a workaround please have your IT department add the following IP Address to the allow IP list; 167.89.71.179. Additional updates will be provided upon the next milestones.
- identified Oct 06, 2023, 02:35 PM UTC
Please be advised that we have now restored email functionality for new emails being queued and sent, and are currently working on re-queueing emails that were sent during the failure. Updates will follow upon milestones.
- monitoring Oct 06, 2023, 06:45 PM UTC
Please be advised we have completed the requeue of the messages that were not sent out during the outage period. The previously mentioned workaround, having your IT department add the following IP Address to the allow IP list; 167.89.71.179, remains in place, and customers should follow this step to ensure email notifications continue. We are engaged with the provider to restore nominal service. Updates will follow upon the next milestones.
- resolved Mar 11, 2024, 01:46 PM UTC
This incident has been resolved.