Higher Logic incident
Various issues in our Marketing Professional (Informz) platform
Higher Logic experienced a major incident on June 10, 2024 affecting Marketing Professional (Informz), lasting 5h 9m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 10, 2024, 08:36 PM UTC
Some customers are experiencing various issues in our Marketing Professional (Informz) platform. Our Engineering team has been alerted and they are actively looking into the matter. For updates on the progress of this issue, we will be posting notices on our status page. We sincerely apologize for any inconvenience caused and greatly appreciate your understanding and patience during this time.
- investigating Jun 10, 2024, 11:36 PM UTC
Our Engineering team continues to investigate the recent issues and the inability to use the platform. We will continue to post updates on this status page. We sincerely apologize for any inconvenience caused and greatly appreciate your understanding and patience during this time.
- resolved Jun 11, 2024, 01:46 AM UTC
This issue has been resolved.
- postmortem Jun 13, 2024, 03:17 PM UTC
Routine maintenance of firmware on a network routing appliance, on June 8th at 11AM EDT, caused the Informz iMIS bridges \(IPSec Tunnels\) to lose connections. While working to resolve this issue, network connectivity issues resulted in outages to other Informz systems. As a result of this issue, we have taken the following corrected actions: * Updated maintenance procedure for these appliances to include additional, detailed instructions on how to verify each appliance is operating correctly. * Implemented increased monitoring of the Informz iMIS bridges to identify connection issues. * Implemented improved monitoring for network connectivity If you were impacted and would like a more detailed root cause analysis, please contact our support team at [[email protected]](mailto:[email protected])