Uganda- Call Center Shared Line Down
Affected: Convercent Helpline Call Center
Convercent Outage History
Convercent is up right nowConvercent had 32 outages in the last 2 years totaling 2635h 47m of downtime — averaging 1.3 incidents per month.
There were 32 Convercent outages since June 7, 2024 totaling 2635h 47m of downtime. Each is summarised below — incident details, duration, and resolution information.
Colombia- Call Center Shared Line Proactive Change
Affected: Convercent Helpline Call Center
Timeline · 1 update
- resolved Aug 22, 2024, 05:34 PM UTC
We recently retired an older number we had for Colombia, 844.397.3235. We have been displaying 3 numbers and will now only display 01-800-5189703 and +57-601-3816523. Individuals should only use either 01-800-5189703 or +57-601-3816523 to call in reports for Colombia or they can still submit a report through web intake, located on your organization's dedicated landing page or at https://www.convercent.com/report. We have updated the Colombia shared number listed on landing pages and related content within Convercent's Community and Knowledgebase. If your organization has any materials that contain the Colombia number, such as a code of conduct, flyers, intranet, policies, etc., please make sure you update those as soon as possible with the new Colombia shared number. If you have any questions or concerns, please don't hesitate to contact our support team.
Users may receive a 404 error when attempting to access app.convercent.com
Affected: US TrialEU TrialEU ProductionUS Production
Timeline · 12 updates
Convercent platform intermittent service degradation
Affected: EU Production
Timeline · 2 updates
- monitoring Jul 16, 2024, 02:06 PM UTC
Following the migration of Convercent's domain name system (DNS) registration, customers may observe intermittent unavailability of the Convercent E.U Production platform. Behaviours may include DNS and CNAME Errors. The Convercent platform is available although some customers may still receive the specified errors as there may still be some residual impact whilst Internet Service Providers (ISPs) complete their DNS update schedule.
- resolved Jul 17, 2024, 11:15 AM UTC
The Convercent platform is available and the incident has been resolved. Following the migration of Convercent's domain name system (DNS) registration, replication times may vary across different Internet service providers (ISPs) and so there may still be some residual impact as each Internet Service Provider follow their own DNS update schedule. If you are still experiencing issues, please contact our support teams quoting IM-638.
Ethics Issue Manager and Disclosure Management Service Degradation
Affected: EU Production
Timeline · 2 updates
- investigating Jul 11, 2024, 02:00 PM UTC
We’ve identified an issue where users may experience failure to load pages within the Disclosure and Issue Management modules. 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.
- resolved Jul 11, 2024, 02:45 PM UTC
The issue has been resolved. If you are still experiencing issues, please contact our support teams quoting IM-631.
Benchmarking & Insights reports on the Convercent platform are unavailable
Affected: Reporting
Timeline · 2 updates
- investigating Jun 22, 2024, 12:46 PM UTC
We’ve identified an issue where users may receive an error when attempting to load Benchmarking & Insights reports within the Convercent platform. Impact is limited to users accessing the service through the APP-EU environment. We’ve isolated the cause of the issue to a specific backend task that is repeatedly failing. We’re investigating the root cause of this failure to determine our next steps.
- resolved Jun 22, 2024, 03:33 PM UTC
We’ve determined that the error was caused by an incorrect data condition within the affected environment, which was inadvertently introduced by an unrelated data correction on the backend. We reconfigured the APP-EU environment to correct the data. After manually restarting the service, we’ve confirmed that this successfully resolved the issue. Start Time: Jun 22, 2024, 12:00 PM UTC End Time: Jun 22, 2024, 2:45 PM UTC
Convercent platform Login Failures
Affected: EU Production