Is Optimove down?

We are currently experiencing errors leading to delays in the daily data update process for some instances. As a result, campaigns scheduled to run after the daily update may be delayed or may remain in a “Not Run” status. This issue affects only some instances using the impacted daily update workflow. Instances using other daily update workflows are not affected. This typically occurs when the daily data update process after the ETL phase is delayed or fails, preventing campaign execution from starting as scheduled and causing some campaigns to miss their designated run time. What We’re Doing: Our engineering team is actively investigating the root cause and working to restore normal execution as quickly as possible. Recovery Options: Manual Run: For high-priority campaigns, you can run them manually via the Run Now feature in Mission Control. Hover over the relevant campaign or use the three-dot menu to access the option: https://academy.optimove.com/hc/en-us/articles/8649444827549-Using-Run-Now-Capability Force Run: If your instance has Force Run enabled, campaigns will still be delivered as part of the batch process if this incident is resolved within the grace period: https://academy.optimove.com/hc/en-us/articles/10701094593565-Using-Force-Run To enable Force Run, please reach out to your Customer Success Manager. Next Update: We will provide an update within 1-2 hours, or sooner if new information becomes available.

A fix has been applied, and the affected daily data update process is now showing signs of recovery. We are currently re-initiating previously failed batch updates in a controlled manner to avoid creating additional load. Some customers may continue to experience delays while these updates are being processed. Next Steps: We are continuing to resume the affected batch update processes and monitor their successful completion. Next Update: We will provide another update within 1–2 hours, or sooner if normal operation is fully restored.

This incident has been resolved.

We identified and resolved a service degradation in our EU environment that impacted some customers. During the affected window, Web SDK events delivery into the Triggered Campaigns path was disrupted, which delayed or prevented triggered campaigns from firing for the impacted accounts. Server-side events, as well as standard Web SDK events, were unaffected throughout the incident. IMPACT - Affected: Triggered Campaigns powered by Web SDK events in the EU region. - Not affected: Server-side event ingestion, scheduled campaigns, Standard Wed SDK Events - Customers may observe a temporary dip in Triggered Campaign volume corresponding to the affected window. ROOT CAUSE The disruption was caused by an infrastructure change deployed in our EU environment on May 18-19, which inadvertently affected the path used to deliver Web SDK events into the platform. NEXT STEPS - We are conducting an internal post-incident review to prevent recurrence. - We are reinforcing our pre-deployment validation for infrastructure changes that affect event ingestion paths. - Events that did not reach the platform during the incident window cannot be retroactively replayed; data captured via server-side integrations during this period is intact. NEED HELP? If you believe your account experienced impact beyond what is described above, please contact us at [email protected] We sincerely apologize for the disruption and appreciate your patience.

This incident has been resolved.

THIS IS A SCHEDULED EVENT May 4, 11:00 - 12:00 UTC Apr 15, 09:23 UTC Scheduled - Optimove’s SFTP infrastructure in the US region is getting updated. We do not expect service interruption beyond the brief SFTP unavailability, and our teams are actively monitoring throughout the maintenance. Maintenance Window & Impact During the update, SFTP file loading may be unavailable for up to 10 minutes. Customers may receive Missing file notifications, which will only occur once the tenant’s batch process begins. These notifications are independent of the exact timing of the maintenance window. Additional Considerations There is higher risk for very large files to be affected during this period. Customers are advised to proactively verify file availability after the maintenance window to ensure smooth processing. Support For any questions or assistance, please contact [email protected].

THIS IS A SCHEDULED EVENT Apr 27, 11:00 - 12:00 UTC Apr 15, 09:24 UTC Scheduled - Optimove’s SFTP infrastructure in the EU region is getting updated. We do not expect service interruption beyond the brief SFTP unavailability, and our teams are actively monitoring throughout the maintenance. Maintenance Window & Impact During the update, SFTP file loading may be unavailable for up to 10 minutes. Customers may receive Missing file notifications, which will only occur once the tenant’s batch process begins. These notifications are independent of the exact timing of the maintenance window. Additional Considerations There is higher risk for very large files to be affected during this period. Customers are advised to proactively verify file availability after the maintenance window to ensure smooth processing. Support For any questions or assistance, please contact [email protected].

We are currently investigating reports of slow response times and intermittent errors when logging into the platform, and our engineering team is actively working to restore full service as quickly as possible.

Our authentication service is currently experiencing performance degradation that may result in slow response times or errors when accessing the site, and we are closely monitoring their progress toward a resolution.

The issues affecting our login service have been resolved, and we are now closely monitoring performance to ensure continued stability for all users.

This incident has been resolved