Heap.io Outage History

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.

A fix has been applied. We continue to monitor.

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

Apr 1, 15:39 PDT Resolved - This incident has been resolved. Apr 1, 15:28 PDT Update - We have implemented a fix and monitoring recovery Apr 1, 14:31 PDT Monitoring - We are continuing to monitor this issue. We will post another update in 2 hours. Apr 1, 13:36 PDT Investigating - 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.

Apr 1, 02:30 PDT Completed - The scheduled maintenance has been completed. Apr 1, 00:30 PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar 29, 09:45 PDT Scheduled - We will be performing a routine infrastructure upgrade during this window. You may experience brief interruptions in app availability and brief delays in data availability.

Mar 30, 11:05 PDT Resolved - This incident has been resolved. Mar 30, 10:21 PDT Monitoring - A fix has been applied and latency is beginning to recover Mar 30, 07:30 PDT Identified - 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.

Mar 30, 07:09 PDT Resolved - This incident has been resolved. Mar 28, 10:06 PDT Monitoring - A fix has been implemented and we are monitoring the results. Mar 26, 07:17 PDT Identified - The issue has been identified and a fix is being implemented.

Mar 18, 13:35 PDT Resolved - This incident has been resolved. Mar 18, 10:41 PDT Investigating - Data collection is unaffected. Our engineers are currently investigating the issue.

Mar 18, 10:54 PDT Resolved - This incident has been resolved. Mar 18, 10:13 PDT Monitoring - A fix has been implemented and we are monitoring the results. Mar 18, 09:57 PDT Identified - The issue has been identified and a fix is being implemented. Mar 18, 09:34 PDT Investigating - We are currently investigating this issue.

Mar 15, 20:56 PDT Resolved - This incident has been resolved. Mar 15, 17:51 PDT Monitoring - The fix has been applied and latency is starting to recover. We continue to monitor. Mar 15, 17:31 PDT Identified - 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. Mar 15, 12:54 PDT Update - We are continuing with this investigation. We will post an update as soon as one is available. Mar 15, 11:58 PDT Update - We continue to investigate this issue. Mar 15, 10:30 PDT Update - We are continuing to investigate this issue. Mar 15, 09:43 PDT Investigating - 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.

Mar 10, 18:58 PDT Resolved - This incident has been resolved. Mar 9, 01:42 PDT Monitoring - A fix has been implemented and we are monitoring the results. Mar 3, 08:24 PST Update - 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 Mar 3, 08:22 PST Identified - 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

Feb 12, 14:58 PST Resolved - This incident has been resolved. Feb 12, 12:58 PST Monitoring - 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. Feb 12, 12:29 PST Identified - We have identified another issue causing sync delays and are working on a solution. Feb 12, 10:45 PST Monitoring - 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. Feb 12, 10:13 PST Update - We are continuing to work on a fix for this issue. Feb 12, 10:13 PST Identified - 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.

Jan 28, 12:34 PST Resolved - This incident has been resolved. Connect syncs will re-sync any missed data at the next regularly scheduled sync. Jan 28, 11:31 PST Investigating - 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.

Jan 27, 07:05 PST Resolved - This incident has been resolved. Jan 27, 05:50 PST Identified - The issue has been identified and a fix is being implemented. Jan 27, 02:48 PST Investigating - 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.

Jan 25, 05:58 PST Resolved - This incident has been resolved. Jan 25, 03:38 PST Identified - 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.

Jan 5, 14:32 PST Resolved - This incident has been resolved. Jan 5, 14:31 PST Monitoring - A fix has been implemented and we are monitoring the results. Jan 5, 13:47 PST Investigating - Some customers may experience query latency. Queries for some customers may take a while to load or return errors. Data collection is not impacted.

Dec 2, 03:11 PST Resolved - This incident has been resolved. Dec 1, 14:00 PST Identified - The issue has been identified and we are working on a fix. We will provide an update tomorrow. Dec 1, 10:37 PST Update - We are continuing to investigate this issue and will provide an update in 2 hours. Dec 1, 09:38 PST Investigating - Metric alert notifications are currently delayed. We are still investigating and will provide an update in 1 hour.

Nov 27, 20:39 PST Resolved - This incident has been resolved. Nov 27, 18:55 PST Monitoring - A fix has been implemented and we are monitoring the results. Nov 27, 08:36 PST Identified - We are investigating an issue impacting Connect syncs to Snowflake in the EU region. Data collection is unaffected, and no data has been lost.

Nov 19, 20:30 PST Resolved - This incident has been resolved. Nov 19, 12:51 PST Monitoring - All systems are now working and we are actively monitoring Nov 19, 09:06 PST Update - Some customers experiencing query latency. Queries for some customers may take a while to load or return errors. Data collection is not impacted. Nov 19, 09:04 PST Investigating - We are currently investigating this issue.

Nov 17, 00:35 PST Resolved - This incident is resolved, and Heatmaps are working as normal. Nov 15, 12:46 PST Monitoring - We’ve identified the issue and deployed a fix. We’re currently monitoring the results to ensure everything is stable. Nov 14, 12:49 PST Investigating - 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.

Oct 12, 17:00 PDT Completed - The scheduled maintenance has been completed. Oct 12, 08:00 PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Sep 16, 11:56 PDT Scheduled - Connect syncs will be paused for maintenance on Sunday, October 12, from 8 am to 5 pm US Pacific Time. During this time, we will upgrade our infrastructure to improve Connect’s reliability and performance. Data sent to Heap will continue to be collected as usual, and the app will remain fully accessible. Once the maintenance is completed, all data will be synced to Connect warehouses at the next regularly scheduled time.

Oct 11, 01:55 PDT Resolved - This incident has been resolved. Oct 10, 14:17 PDT Monitoring - 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. Oct 10, 11:43 PDT Update - We continue to work on a fix for this issue. Oct 10, 09:50 PDT Update - We are continuing to work on a fix for this issue Oct 10, 08:28 PDT Identified - 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.

Latency has recovered at this time. We continue to monitor.