Heap had 41 outages in the last 2 years totaling 391h 55m of downtime — averaging 1.7 incidents per month.
There were 41 Heap outages since January 10, 2025 totaling 391h 55m of downtime. Each is summarised below — incident details, duration, and resolution information.
We are current investigating an issue with slow/unresponsive queries for a subset of customers. No data is lost. We will post an update in 2 hours.
Queries have resumed. We are monitoring.
This incident has been resolved.
No data has been lost. We are working on a fix
We continue to work on a fix for this issue
We are continuing to work on the fix for this issue.
We continue to work on a fix for this issue. We will post an update as soon as one is available.
The fix has been applied and latency is recovering. We continue to monitor.
Latency has recovered for the App. Latency is still recovering for Connect syncs. We continue to monitor.
Latency has recovered for the App. Latency is still recovering for Connect syncs. We continue to monitor.
Latency has recovered for all components. No data was lost. Connect syncs will sync the latest data on the next regularly scheduled sync. We will continue to monitor.
We are currently investigating this issue.
This incident has been resolved
The issue has been identified and a fix is being implemented.
We are continuing to work on a fix for this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently experiencing delays for Connect Syncs. Bigquery environments appear to be affected. Our engineering team is currently working to identify a root cause and implement a solution. We will post an update in 2 hours.
We are continuing to investigate the issue. We will post an update in 2 hours.
We have deployed a fix and are beginning to catchup delayed environments. We will post an update in two hours, or resolve the incident if all environments have recovered.
This incident has been resolved.
We have identified an connectivity issue in the app which is impacting a subset of customers in the EU. We are working on the fix.
A fix has been applied. We continue to monitor.
This incident has been resolved.
We are currently investigating this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently experiencing delays in data being available in the app for subset of customers. You may notice missing data in your reports. Data collection is unaffected, and no data has been lost. Our engineers are currently investigating the issue. We'll be posting another update in 60 mins.
We are continuing to monitor this issue. We will post another update in 2 hours.
We have implemented a fix and monitoring recovery
This incident has been resolved.
We are experiencing latency in our upstream data source. Syncs running during this period in the EU may have stale data. We will post an update within the hour.
A fix has been applied and latency is beginning to recover
This incident has been resolved.
Data collection is unaffected. Our engineers are currently investigating the issue.
This incident has been resolved.
We are currently investigating this issue.
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
Some of our customers will see stale data in the app, and may experience queries timing out or failing. We are currently investigating. Data continues to be collected and no data has been lost. We will post an update within an hour.
We are continuing to investigate this issue.
We continue to investigate this issue.
We are continuing with this investigation. We will post an update as soon as one is available.
The issue has been identified and a fix is being implemented. We are still experiencing data latency at this time. Data is still being collected and no data has been lost.
The fix has been applied and latency is starting to recover. We continue to monitor.
This incident has been resolved.
The issue has been identified and a fix is being implemented. We are currently working to backfill the data and update customers as soon as possible
The issue has been identified and a fix is being implemented. We are currently working to backfill the data and update customers as soon as possible
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
Our engineering team has identified the root cause of the delayed syncs and is working on a solution. There is no data loss. We will post an update in one hour.
We are continuing to work on a fix for this issue.
We have deployed a fix and are beginning to catchup delayed environments. We will post an update in two hours, or resolve the incident if all environments have recovered.
We have identified another issue causing sync delays and are working on a solution.
We have deployed a fix and are beginning to catchup delayed environments. We will post an update in two hours, or resolve the incident if all environments have recovered.
This incident has been resolved.
We are experiencing latency in our upstream data source in EU only. Syncs running during this period may have stale data. We will post an update within the hour. No data has been lost and data is still being collected.
This incident has been resolved. Connect syncs will re-sync any missed data at the next regularly scheduled sync.
Some customers using Sense AI may experience degraded performance when accessing the Heap application. Data collection remains unaffected. Our engineering team is actively investigating and working to resolve the issue as quickly as possible.
The issue has been identified and a fix is being implemented.
This incident has been resolved.
We are experiencing latency in our upstream data source. Syncs running during this period may have stale data. We will post an update within the hour.
This incident has been resolved.
Some customers may experience query latency. Queries for some customers may take a while to load or return errors. Data collection is not impacted.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
Metric alert notifications are currently delayed. We are still investigating and will provide an update in 1 hour.
We are continuing to investigate this issue and will provide an update in 2 hours.
The issue has been identified and we are working on a fix. We will provide an update tomorrow.
This incident has been resolved.
We are investigating an issue impacting Connect syncs to Snowflake in the EU region. Data collection is unaffected, and no data has been lost.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently investigating this issue.
Some customers experiencing query latency. Queries for some customers may take a while to load or return errors. Data collection is not impacted.
All systems are now working and we are actively monitoring
This incident has been resolved.
We are experiencing loading issues with Heatmaps & Z onings when creating new screenshots or when providing screenshot suggestions. Our team is currently investigating. Manual screenshots can be used as workaround for both Heatmaps and Zonings while we are fixing the issue.
We’ve identified the issue and deployed a fix. We’re currently monitoring the results to ensure everything is stable.
This incident is resolved, and Heatmaps are working as normal.
You may experience some latency to a global Amazon Web Services (AWS) issue, we are working to resolve this.
We are continuing to work on restoring full connect sync functionality for our US customers. No data has been lost. Once all upstream issues have been resolved, data will sync automatically on the next scheduled sync run.
Connect Syncs: - Upstream issues have been resolved. - Expect to see some further delays as we work through the backlog of syncs that were impacted. - We will post an update when this has been processed and we have returned to regularly scheduled sync processing. Other Integrations: - Some of our partner integrations are still impacted by the AWS outage, but will catch up once those services are completely resolved.
Connect Syncs: - Upstream issues have been resolved. - Expect to see some further delays as we work through the backlog of syncs that were impacted. - We will post an update when this has been processed and we have returned to regularly scheduled sync processing. Other Integrations: - Some of our partner integrations are still impacted by the AWS outage, but will catch up once those services are completely resolved.
Other Integrations: - Some of our partner integrations are still impacted by the AWS outage, but will catch up once those services are completely resolved.
This incident has been resolved.
Our engineering team has identified the root cause of the delayed syncs and is working on a solution. Data is still being collected and no data has been lost. We will post an update in one hour.
We are continuing to work on a fix for this issue
We continue to work on a fix for this issue.
A fix has been applied, and impacted connect syncs are recovering. Upcoming syncs will be processed on their usual schedule. We continue to monitor during this recovery period.
This incident has been resolved.
Our engineering team has identified the root cause of the delayed ingestion and is working on a solution. Users will see delays in data appearing in the app, and the data synced in Connect during this period will be stale. Data collection is unaffected, and no data has been lost.
We are actively working on a fix for this issue.
This incident has been resolved