MindTouch incident

CXone Mpower Expert - – Monitoring complete. Status = All Services Running Normally

Minor Resolved View vendor source →

MindTouch experienced a minor incident on October 20, 2025 affecting Application (General Service) and Search and 1 more component, lasting 7h 8m. The incident has been resolved; the full update timeline is below.

Started
Oct 20, 2025, 04:26 PM UTC
Resolved
Oct 20, 2025, 11:34 PM UTC
Duration
7h 8m
Detected by Pingoru
Oct 20, 2025, 04:26 PM UTC

Affected components

Application (General Service)SearchGenerative SearchIn-Product Contextual HelpMindTouch Success CenterAnalyticsGeoblocking for Russia

Update timeline

  1. identified Oct 20, 2025, 04:26 PM UTC

    CXone Mpower Expert - Service Degradation detected - There is currently an active service degradation with Amazon Web Services which is causing degradation with GenSearch and some reports in Expert. We are awaiting further updates from Amazon and we will post those as they are received.

  2. identified Oct 20, 2025, 05:17 PM UTC

    Amazon Web Services has updated that they are still working on mitigating the current issues and a fix is in validation process. Once we receive any further updates we will post those.

  3. identified Oct 20, 2025, 06:35 PM UTC

    Amazon Web Services has updated that they are still working on mitigating the current issues and a fix is in validation process. Once we receive any further updates we will post those.

  4. identified Oct 20, 2025, 07:56 PM UTC

    Amazon Web Services has updated that they are still working on mitigating the current issues and a fix is in validation process. Once we receive any further updates we will post those.

  5. identified Oct 20, 2025, 08:30 PM UTC

    We are now seeing the issue reports loading as intended. GenSearch is still intermittent but we are awaiting further Amazon updates.

  6. monitoring Oct 20, 2025, 09:36 PM UTC

    At this time we are now seeing GenSearch work as intended after further updates from Amazon Web Services. We will be monitoring further to make sure everything remains stable.

  7. resolved Oct 20, 2025, 11:34 PM UTC

    CXone Mpower Expert - Service Disruption Resolved - All Services Running Normally.