Neo4j Aura experienced a minor incident on May 9, 2024 affecting Customer Support Portal (support.neo4j.com), lasting 31m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 09, 2024, 01:12 PM UTC
We are currently investigating an issue with customer support case creation. If you face errors using the portal, please raise the support request by email to [email protected]
- monitoring May 09, 2024, 01:40 PM UTC
We have deployed a fix and submitting support cases is working. We will monitor this and verify all is fixed.
- resolved May 09, 2024, 01:44 PM UTC
Customer can create support tickets and all features have been fully recovered.
- postmortem May 28, 2024, 08:29 PM UTC
### **What happened** We deployed an improvement to the Customer portal aimed at fixing the way our response emails are reported. This update was impacted by another change on the CRM system for an unrelated purpose. ### **How the service was affected** A subset of customers were unable to log in to the portal to consult, create or update their support cases. Email updates for existing cases were unaffected. The alternate way to report issues \(as specified in our Customer Support Reference guide\) via email to [[email protected]](mailto:[email protected]) remained available throughout and our agents were actively monitoring for new cases to quickly assess the severity. ### **What we are doing now** We have updated our \(internal\) change management procedures to avoid CRM rollouts that interfere with each other. We will be reviewing our disaster recovery procedures to ensure measures are up to date and our staff is trained to continue operating in case of an outage to our Customer portal.