OpenGov experienced a major incident on September 16, 2026 affecting OpenGov Help Center, lasting 7h 31m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 16, 2026, 11:38 AM UTC
We are experiencing an outage affecting the OpenGov Help Center and our technical support contact channels, caused by an issue with a third-party service provider. Our team is actively investigating. Your OpenGov applications are not impacted — this is limited to support channels only. During this outage, you may be unable to submit or view support cases, and messages sent to support may not be received. If you have an urgent, production-impacting issue, please contact your Customer Success Manager directly.
- identified Sep 16, 2026, 12:56 PM UTC
The third-party service provider has identified the cause and is rolling out a fix region by region. Most services are recovering, and we are seeing improvement in the OpenGov Help Center and our support contact channels. Service may still be intermittent. You may encounter errors, delays, or failures when submitting or viewing support cases until the rollout completes. There is no confirmed resolution time from the provider at this stage. Your OpenGov applications remain unaffected — this is limited to support channels only.
- resolved Sep 16, 2026, 07:10 PM UTC
The OpenGov Help Center and our technical support contact channels are fully restored. The third-party service provider has confirmed the underlying issue is resolved, and service has been stable through an extended validation period. Your OpenGov applications were not affected at any point during this incident. Our provider is conducting a full investigation into the root cause and preventive measures. We apologize for the disruption and appreciate your patience.