Ortto Outage History

Started Apr 09, 2026, 05:23 AM UTC· resolved Apr 10, 2026, 02:03 AM UTC

1. investigating Apr 09, 2026, 05:23 AM UTC

   Some customers are experiencing errors such as "Failed to call API" and "System error" when using the platform. Our team is actively investigating and working to resolve the issue. We will provide updates as more information becomes available.

2. investigating Apr 09, 2026, 06:07 AM UTC

   We continue to investigate errors being experienced by some customers. We have engaged our cloud provider for additional support.

3. investigating Apr 09, 2026, 08:05 AM UTC

   We have applied a workaround which has reduced the impact for affected customers. We are continuing to monitor the platform and will work towards a permanent fix. We will provide further updates tomorrow as our investigation continues.

4. identified Apr 10, 2026, 12:52 AM UTC

   We have potentially identified the cause of the issue and are implementing a fix. The application is currently operational. We will provide a further update shortly.

5. monitoring Apr 10, 2026, 01:10 AM UTC

   We believe the issue has been resolved and all services are operating normally. We are continuing to monitor the platform closely. If you are still experiencing any issues, please contact our support team.

6. resolved Apr 10, 2026, 02:03 AM UTC

   The issue has been resolved and all services are operating normally. If you are still experiencing any issues, please contact our support team.

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Started Mar 19, 2026, 01:00 AM UTC· resolved Mar 19, 2026, 02:43 AM UTC

1. investigating Mar 19, 2026, 02:37 AM UTC

   We are investigating an issue with the Knowledge Base feature.

2. resolved Mar 19, 2026, 02:43 AM UTC

   The Knowledge Base feature should now be working again. We believe the impact was limited to our own help.ortto.com instance and should not have impacted customer instances. Please contact support if you encounter any other issues.

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Started Jan 27, 2026, 05:55 PM UTC· resolved Jan 28, 2026, 12:35 AM UTC

1. identified Jan 27, 2026, 05:55 PM UTC

   We’re continuing to see intermittent issues limited to the Autopilot Journeys interface. This impact is UI-only and does not affect the underlying functionality of the platform. For customers using Autopilot Journeys, you may notice occasional loading delays or brief session refreshes, which can sometimes make it appear as though you’ve been moved to a newer release. Journey execution, APIs, form submissions, sends, and all other platform functionality remain fully operational. Customers not using Autopilot Journeys are not impacted. As part of yesterday’s mitigation efforts, we successfully resolved a major loading issue and are no longer seeing that specific behavior today. However, those changes increased load on other supporting resources, which led to new performance issues this morning. In some cases, repeated loading attempts have triggered temporary rate limiting with our email editor provider, which may cause difficulty loading the email editor within Autopilot Journeys. The root cause has been identified, and our engineering team is actively making adjustments to stabilize performance. We’ll continue to monitor closely and share updates as progress is made.

2. resolved Jan 28, 2026, 12:35 AM UTC

   We have released an update that resolves the issues affecting the Autopilot Journeys email editor and intermittent loading behavior. Resources have been reallocated, and performance has stabilized. All functionality is now operating normally. We will continue to monitor closely to ensure continued stability. Thank you for your patience.

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Started Jan 26, 2026, 04:22 PM UTC· resolved Jan 27, 2026, 09:46 AM UTC

1. investigating Jan 26, 2026, 04:22 PM UTC

   We are investigating intermittent loading issues on the Autopilot Journeys subcomponent.

2. identified Jan 26, 2026, 11:42 PM UTC

   We have identified the root cause of the service disruption and have implemented mitigation measures. While we continue work on a permanent resolution, some users may still experience loading issues in the user interface, at a reduced frequency. This impact is limited to the UI of the Autopilot Journeys component of the web app. Journeys execution, APIs, form submissions, and other functionality are unaffected.

3. resolved Jan 27, 2026, 09:46 AM UTC

   The issue causing intermittent loading on the Autopilot Journeys subcomponent has been fixed. The UI should be loading normally now. Thank you for your patience while we worked on this.

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Started Jan 23, 2026, 09:40 PM UTC· resolved Jan 24, 2026, 01:08 PM UTC

1. identified Jan 23, 2026, 09:40 PM UTC

   This issue only relates to the Autopilot Journeys application. We have identified an issue impacting features related to smart segments. This could impact publishing a journey relying on a smart segment trigger or timer trigger using a smart segment. We are working with our database provider to resolve the issue.

2. resolved Jan 24, 2026, 01:08 PM UTC

   This incident has been resolved.

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Started Dec 01, 2025, 11:19 PM UTC· resolved Dec 02, 2025, 03:16 AM UTC

1. investigating Dec 01, 2025, 11:19 PM UTC

   We are currently working on an issue that is causing a partial outage of the Ortto Web interface and API.

2. identified Dec 02, 2025, 12:14 AM UTC

   We have identified the cause and working on a full resolution. Error rates have significantly dropped.

3. monitoring Dec 02, 2025, 01:37 AM UTC

   We have deployed fixes for the impacted resources, and all services should have returned to normal.

4. resolved Dec 02, 2025, 03:16 AM UTC

   This incident has been resolved.

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Started Sep 10, 2025, 10:14 PM UTC· resolved Sep 11, 2025, 10:54 PM UTC

1. identified Sep 10, 2025, 10:14 PM UTC

   The issue has been identified and a fix is being implemented.

2. identified Sep 11, 2025, 01:52 AM UTC

   We identified an issue affecting contacts who entered delay shapes configured to wait 15 minutes or more following our recent maintenance. To be clear this issue only impacts the autopilot journeys component. We have released a fix that resolves the issue for all contacts entering delay shapes going forward. We are currently exploring options to address any contacts that entered delay shapes during the affected period. Thank you for your understanding while we continue to work on this issue.

3. resolved Sep 11, 2025, 10:54 PM UTC

   The underlying issue that caused the delays has been identified and was resolved at the time of our last update. While we continue to address the remaining fallout and follow up with impacted customers, system functionality has been restored. As a result, we are closing this incident. Thank you for your patience and understanding.

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Started Sep 08, 2025, 06:31 AM UTC· resolved Sep 08, 2025, 09:26 AM UTC

1. identified Sep 08, 2025, 07:35 AM UTC

   We are investigating an issue with authentication in the Ortto application caused by our Cloud provider AWS. We are working with AWS on a resolution.

2. monitoring Sep 08, 2025, 07:51 AM UTC

   We are seeing a significant drop in error rates, and will continue to monitor while we wait for a formal confirmation it has been resolved from AWS.

3. monitoring Sep 08, 2025, 08:14 AM UTC

   We have not observed any further errors since approximately 17:47 Sydney time (07:47 UTC). We continue to wait for an update from AWS to confirm it has been resolved on their side.

4. resolved Sep 08, 2025, 09:26 AM UTC

   We have not observed any new errors, and AWS has now notified us that the issue has been fully resolved on their end. Customers continuing to experience problems should reach out to our Support team.

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Started Jun 30, 2025, 12:12 AM UTC· resolved Jun 30, 2025, 02:16 AM UTC

1. investigating Jun 30, 2025, 12:12 AM UTC

   Our legacy product Autopilot Journeys is currently experiencing some issues. Our engineers are investigating the cause at the moment.

2. resolved Jun 30, 2025, 02:16 AM UTC

   The issue with our upstream provider has been resolved.

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Started Jun 02, 2025, 03:01 PM UTC· resolved Jun 03, 2025, 02:09 AM UTC

1. identified Jun 02, 2025, 03:01 PM UTC

   We are having an issue with the Autopilot Journey application due to an issue with IBM cloudant which is preventing login for customers with access to Autopilot Journeys and causing some issues inside Autopilot Journeys. There is currently another issue impacting IBM Cloud which is making it hard for us to get support (see https://cloud.ibm.com/status). We are working to resolve as soon as we can. Thank you for your patience.

2. identified Jun 02, 2025, 03:37 PM UTC

   We are continuing to work to resolve the underlying issue with IBM Cloudant and the Autopilot Journeys component of our application, but we temporarily allowed clients to access the main Ortto Application without Autopilot Journeys in the hopes this is helpful to some clients who do not need access to Autopilot Journeys but were unable to login.

3. resolved Jun 03, 2025, 02:09 AM UTC

   IBM Cloudant is back to normal and we are back to operating normally. The Autopilot Journeys component downtime did cause some external api failures to the Autopilot Journeys application that are irrecoverable, but otherwise we expect things to be back in a normal state and we have retried failed tasks from the outage period. Thank you for your patience. If you have any lingering issues please reach out to our support.

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Started Mar 27, 2025, 08:13 PM UTC· resolved Mar 27, 2025, 11:48 PM UTC

1. investigating Mar 27, 2025, 08:13 PM UTC

   We are currently investigating an issue affecting performance on some accounts. We will provide further updates as we gather more information.

2. resolved Mar 27, 2025, 11:48 PM UTC

   This incident has been resolved.

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