Heap Outage History

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Heap had 40 outages in the last 2 years totaling 457h 12m of downtime — averaging 1.6 incidents per month.

There were 40 Heap outages since December 17, 2024 totaling 457h 12m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: http://status.heapanalytics.com

Minor July 17, 2025

Temporary Data Latency US - Resolved

Detected by Pingoru
Jul 17, 2025, 03:55 PM UTC
Resolved
Jul 17, 2025, 09:28 PM UTC
Duration
5h 33m
Affected: Data CollectionApp
Timeline · 5 updates
  1. investigating Jul 17, 2025, 03:55 PM UTC

    We are currently experiencing delays in data being available in the app for some customers in the US. 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.

  2. investigating Jul 17, 2025, 04:54 PM UTC

    We continue to investigate this issue. Will post an update again within the hour

  3. investigating Jul 17, 2025, 06:25 PM UTC

    We appreciate your patience while we continue to investigate this issue. Will post another update within the hour.

  4. investigating Jul 17, 2025, 08:39 PM UTC

    We are continuing to investigate this issue.

  5. resolved Jul 17, 2025, 09:28 PM UTC

    This incident has been resolved.

Read the full incident report →

Minor July 16, 2025

User property data delayed in Heap app (US customers only)

Detected by Pingoru
Jul 16, 2025, 08:37 PM UTC
Resolved
Jul 16, 2025, 11:00 PM UTC
Duration
2h 22m
Affected: Data Collection
Timeline · 3 updates
  1. monitoring Jul 16, 2025, 08:37 PM UTC

    User property data ingestion was delayed beginning around 10am Pacific Time. Normal ingestion has since resumed and latency is recovering. We will post an update within the hour.

  2. monitoring Jul 16, 2025, 09:43 PM UTC

    Latency continues to recover and we are monitoring.

  3. resolved Jul 16, 2025, 11:00 PM UTC

    Latency has recovered to normal levels.

Read the full incident report →

Minor July 14, 2025

Some users unable to login

Detected by Pingoru
Jul 14, 2025, 06:18 PM UTC
Resolved
Jul 14, 2025, 06:26 PM UTC
Duration
8m
Affected: App
Timeline · 2 updates
  1. investigating Jul 14, 2025, 06:18 PM UTC

    We are currently investigating this issue.

  2. resolved Jul 14, 2025, 06:26 PM UTC

    This has been resolved

Read the full incident report →

Critical July 10, 2025

Heap Data Collection Incident

Detected by Pingoru
Jul 10, 2025, 01:07 AM UTC
Resolved
Jul 14, 2025, 10:13 PM UTC
Duration
4d 21h
Affected: Data Collection
Timeline · 6 updates
  1. investigating Jul 10, 2025, 12:32 AM UTC

    We are currently investigating an incident that is impacting data collection for all Heap customers. We will post an update within an hour.

  2. investigating Jul 10, 2025, 12:49 AM UTC

    We are continuing to investigate this issue.

  3. monitoring Jul 10, 2025, 01:07 AM UTC

    We have identified and mitigated this issue. Data ingestion has been fully restored. The data not ingested during this incident will be reloaded and we will post an update when this reload is complete.

  4. monitoring Jul 11, 2025, 05:09 PM UTC

    The data reload is in progress. We will post an update when it is complete.

  5. monitoring Jul 11, 2025, 05:12 PM UTC

    The data reload is in progress. We will post an update when it is complete.

  6. resolved Jul 14, 2025, 10:13 PM UTC

    The data has been reloaded and this incident is resolved.

Read the full incident report →

Major June 26, 2025

Multiple Query Failures in Heap App

Detected by Pingoru
Jun 26, 2025, 07:14 PM UTC
Resolved
Jun 26, 2025, 11:10 PM UTC
Duration
3h 55m
Affected: App
Timeline · 7 updates
  1. investigating Jun 26, 2025, 07:14 PM UTC

    We are currently investigating query failures across multiple clusters in the Heap App. Data collection is not affected and no data has been lost.

  2. identified Jun 26, 2025, 07:52 PM UTC

    We have identified the problem and are working on implementing a fix.

  3. identified Jun 26, 2025, 09:28 PM UTC

    we are continuing to work on this issue.

  4. identified Jun 26, 2025, 10:12 PM UTC

    We are continuing to work on a fix for this issue.

  5. identified Jun 26, 2025, 10:51 PM UTC

    Functionality is actively being restored, but some customers will still experience query failures at this time.

  6. monitoring Jun 26, 2025, 10:55 PM UTC

    The fix has been implemented. We are monitoring.

  7. resolved Jun 26, 2025, 11:10 PM UTC

    This incident has been resolved.

Read the full incident report →

Notice May 2, 2025

Degraded Services

Detected by Pingoru
May 02, 2025, 08:02 PM UTC
Resolved
May 02, 2025, 11:32 PM UTC
Duration
3h 30m
Affected: Heap ConnectIntegrations - SourcesIntegrations - Destinations
Timeline · 7 updates
  1. investigating May 02, 2025, 08:02 PM UTC

    Our engineering team is currently working to identify a root cause and implement a solution. There is no data loss, new data will be caught up. We will post an update in 1 hour.

  2. investigating May 02, 2025, 08:03 PM UTC

    We are continuing to investigate this issue.

  3. investigating May 02, 2025, 08:04 PM UTC

    We are continuing to investigate this issue.

  4. investigating May 02, 2025, 08:58 PM UTC

    A config issue is causing delays in integrations and connect syncs. We are currently working on a fix and will post an update in 1 hour.

  5. identified May 02, 2025, 09:49 PM UTC

    We are still working on a fix, some services are recovering

  6. monitoring May 02, 2025, 10:07 PM UTC

    We've applied a fix & currently monitoring services as they recover. We'll post another update in 60mins.

  7. resolved May 02, 2025, 11:32 PM UTC

    All services are now operating normally.

Read the full incident report →

Notice March 19, 2025

Heap Connect Syncs Impacted By Snowflake Incident

Detected by Pingoru
Mar 19, 2025, 06:32 PM UTC
Resolved
Mar 20, 2025, 02:09 AM UTC
Duration
7h 37m
Affected: Heap Connect
Timeline · 3 updates
  1. identified Mar 19, 2025, 06:32 PM UTC

    We are aware of an incident on Snowflake's platform impacting some of our customer Connect syncs. Connect syncs to Snowflake will be automatically retried as service returns to normal.

  2. monitoring Mar 19, 2025, 11:34 PM UTC

    The Snowflake incident has been resolved. All affected syncs will automatically run, but we continue to monitor.

  3. resolved Mar 20, 2025, 02:09 AM UTC

    This incident has been resolved.

Read the full incident report →

Minor March 10, 2025

Temporary disruption in parts of Heap web app

Detected by Pingoru
Mar 10, 2025, 08:53 AM UTC
Resolved
Mar 10, 2025, 09:37 AM UTC
Duration
44m
Affected: App
Timeline · 4 updates
  1. investigating Mar 10, 2025, 08:53 AM UTC

    We are investigating a performance degradation for some customers in the Heap web app. No data has been lost.

  2. identified Mar 10, 2025, 08:56 AM UTC

    The issue has been identified.

  3. monitoring Mar 10, 2025, 09:02 AM UTC

    The fix has been applied and we are monitoring the system.

  4. resolved Mar 10, 2025, 09:37 AM UTC

    This incident has been resolved.

Read the full incident report →

Minor February 11, 2025

Temporary Data Latency

Detected by Pingoru
Feb 11, 2025, 11:49 PM UTC
Resolved
Feb 12, 2025, 12:43 AM UTC
Duration
53m
Affected: Data CollectionApp
Timeline · 3 updates
  1. investigating Feb 11, 2025, 11:49 PM UTC

    We are currently experiencing delays in data being available in the app. 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.

  2. monitoring Feb 12, 2025, 12:15 AM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved Feb 12, 2025, 12:43 AM UTC

    This incident has been resolved.

Read the full incident report →

Minor January 21, 2025

Source Integration Missing Data

Detected by Pingoru
Jan 21, 2025, 05:13 PM UTC
Resolved
Jan 28, 2025, 05:13 PM UTC
Duration
6d 23h
Affected: Integrations - Sources
Timeline · 2 updates
  1. identified Jan 21, 2025, 05:13 PM UTC

    We have identified the cause of missing integration events, including Shopify. We have mitigated missing data for new events and are working on recovering missing data.

  2. resolved Jan 28, 2025, 05:13 PM UTC

    This incident has been resolved.

Read the full incident report →

Notice January 10, 2025

Property autocomplete dropdown is currently broken

Detected by Pingoru
Jan 10, 2025, 12:24 PM UTC
Resolved
Jan 10, 2025, 02:51 PM UTC
Duration
2h 26m
Affected: App
Timeline · 4 updates
  1. investigating Jan 10, 2025, 12:24 PM UTC

    For most properties in query builders, when entering a property value and looking at the autocomplete dropdown, it shows items displayed as "[object Object]". This autocomplete dropdown is the only part that is broken, and the rest of the app is functional. We are investigating this issue and will get it fixed as soon as possible.

  2. identified Jan 10, 2025, 12:39 PM UTC

    The issue has been identified and we are deploying a fix at this time.

  3. monitoring Jan 10, 2025, 12:43 PM UTC

    The fix has been deployed and we are monitoring the results.

  4. resolved Jan 10, 2025, 02:51 PM UTC

    This incident has been resolved.

Read the full incident report →

Major January 7, 2025

Some Heap queries failing

Detected by Pingoru
Jan 07, 2025, 05:29 PM UTC
Resolved
Jan 07, 2025, 07:30 PM UTC
Duration
2h 1m
Affected: App
Timeline · 3 updates
  1. identified Jan 07, 2025, 05:29 PM UTC

    We have identified the cause of intermittent query failures. Our engineering team is working to fix the issue. Data collection is unaffected.

  2. monitoring Jan 07, 2025, 06:34 PM UTC

    We have implemented a fix for intermittent query failures. Our engineering team is continuing to monitor the issue. Data collection is unaffected.

  3. resolved Jan 07, 2025, 07:30 PM UTC

    Heap queries are no longer intermittently failing. Data collection was unaffected.

Read the full incident report →

Notice January 2, 2025

Heap Queries Down

Detected by Pingoru
Jan 02, 2025, 07:29 PM UTC
Resolved
Jan 02, 2025, 07:29 PM UTC
Duration
—
Affected: App
Timeline · 1 update
  1. resolved Jan 02, 2025, 07:29 PM UTC

    We have resolved the issue of intermittent unavailability of Heap app queries. Data collection was unaffected. Our engineering team has fixed the issue.

Read the full incident report →

Notice December 17, 2024

Some chart emails are not being delivered

Detected by Pingoru
Dec 17, 2024, 08:28 PM UTC
Resolved
Dec 23, 2024, 07:21 PM UTC
Duration
5d 22h
Affected: Notifications and Alerts
Timeline · 5 updates
  1. identified Dec 17, 2024, 08:28 PM UTC

    Some of the scheduled chart emails have not been delivered in the past few days. We are working on a fix and you may receive your next chart email outside of the scheduled time if it was not delivered when you expected it; the delivery schedule will be back to normal once this is resolved. We apologize for the inconvenience and we will post an update within the next 24 hours.

  2. identified Dec 18, 2024, 07:27 PM UTC

    Users who were subscribed to multiple charts should have received their emails, with the caveat that some charts in the emails may show an error state. Users who were subscribed to single charts may not yet have received their emails. We are continuing to work on a fix.

  3. monitoring Dec 19, 2024, 09:23 PM UTC

    A fix has been implemented: all scheduled chart emails should now be delivered as expected.

  4. monitoring Dec 20, 2024, 03:42 PM UTC

    An issue caused delays for scheduled dashboard subscriptions as well as report subscriptions today. The problem has been fixed but certain users will receive their emails later than expected today. We apologize for the inconvenience.

  5. resolved Dec 23, 2024, 07:21 PM UTC

    This incident has been resolved.

Read the full incident report →