Second Life experienced a minor incident on October 29, 2024 affecting Case Support, lasting 308d 2h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 29, 2024, 02:18 PM UTC
Our Support Department is currently experiencing an unusually high volume of support contacts, including support tickets. This has resulted in longer than normal response times for some support tickets. We are working to answer these tickets as quickly as possible, and we appreciate your patience. Please watch this blog for updates.
- monitoring Feb 25, 2025, 06:06 PM UTC
Since the beginning of the year, we’ve experienced a higher volume of support tickets and system challenges that have slowed our response times. We know this isn’t what you expect from us, and we’re truly sorry for any inconvenience caused. Our team is working hard to streamline our processes and get things back to normal as quickly as possible. We’ll keep you updated on our progress. Thank you for your patience and understanding as we work through these issues.
- monitoring Apr 30, 2025, 10:14 PM UTC
Our support teams have grown over the last two months and have been working hard to train quickly and streamline our processes to get things back to normal as quickly as possible. You will be seeing some new names in support contacts very soon. We’ll continue to keep you updated on our progress. We appreciate your continued patience and understanding as we work through these issues and address your needs as quickly as possible.
- monitoring Jul 28, 2025, 03:20 PM UTC
We know some of you have experienced longer wait times for support, and we appreciate your continued patience. The good news: we're catching up. Our expanded team is now fully in action, and we're closing out tickets faster each week. The backlog is shrinking, and urgent issues are being prioritized. You’ll continue to see new names as more team members come online. We’re also improving our internal systems to keep things moving smoothly going forward. Thanks again for bearing with us—we’ll keep you updated as we get closer to fully normal response times.
- resolved Sep 02, 2025, 05:04 PM UTC
This incident has been resolved.