Service provider outage preventing merchants from using Cleverific

Update timeline

1. investigating Jun 10, 2025, 03:22 PM UTC

   Our service provider is experiencing a major outage, and we are waiting for their engineers to respond.

2. investigating Jun 10, 2025, 03:30 PM UTC

   We are continuing to investigate this issue.

3. investigating Jun 10, 2025, 03:50 PM UTC

   Engineers at our platform service provider, Heroku, are continuing to investigate the service outage issue. We have seen some evidence that services are starting to recover but are still subject to major outages. https://status.heroku.com/incidents/2822

4. investigating Jun 10, 2025, 04:21 PM UTC

   Update from Heroku: "We suspect a recent configuration change as the likely trigger and are working to revert it. In parallel, we’re developing an expedited rollout strategy and safeguards to prevent the recurrence of this config change."

5. identified Jun 10, 2025, 04:48 PM UTC

   Progress from Heroku: Investigations are still ongoing. A permanent fix is in progress, and it will require disabling the configuration change that reintroduces impact.

6. identified Jun 10, 2025, 05:39 PM UTC

   Update from Heroku: "We continue to work on the permanent fix and explore alternate paths to resolution. Once the fix is developed, an estimated time to resolution will be shared."

7. identified Jun 10, 2025, 06:31 PM UTC

   Progress from Heroku: "We’ve identified the likely trigger of the issue and are making strong progress toward a resolution. A recent automated update disrupted network connectivity on affected instances. We're implementing a fix to prevent this from recurring, and a permanent solution is currently in development."

8. identified Jun 10, 2025, 07:50 PM UTC

   Promising update from our platform service provider: "We are observing positive results in our initial testing on pre-production environments. We’re continuing to test the fix before applying it to production environments and will provide a resolution timeline once determined."

9. monitoring Jun 10, 2025, 09:11 PM UTC

   We are seeing incremental improvements in platform services coming back online. However, Cleverific's core services are still impacted by the platform outage. We will continue to monitor as services come back online.

10. resolved Jun 10, 2025, 10:16 PM UTC

    Our platform provider has resolved the issue. Cleverific's core services are all operational. We will continue to monitor the platform for any issues and will follow up with our colleagues at our platform provider, Salesforce/Heroku, for a detailed post mortem.