Dualog incident

Dualog Support - Ticket updates to our customers may not be delivered correctly

Dualog experienced a minor incident on July 14, 2023 affecting Support Services, lasting 3h 32m. The incident has been resolved; the full update timeline is below.

Started: Jul 14, 2023, 04:52 AM UTC
Resolved: Jul 14, 2023, 08:25 AM UTC
Duration: 3h 32m
Detected by Pingoru: Jul 14, 2023, 04:52 AM UTC

Affected components

Support Services

Update timeline

investigating Jul 14, 2023, 04:52 AM UTC

We have been notified that our customers do not receive some ticket updates. We are investigating the issue.
monitoring Jul 14, 2023, 07:30 AM UTC

We have discovered that the links contained in our standard support reply pointing to our Knowledge Base (support.dualog.com) are considered suspicious by Microsoft and the messages are therefore quarantined by Microsoft. We have now removed the links to resume safe operations and are ensuring the responses are getting delivered to our customers.
resolved Jul 14, 2023, 08:25 AM UTC

This incident has been resolved.