IZ0 Application Delays and Connection Issues - 10DEC24

Update timeline

1. investigating Dec 10, 2024, 07:54 PM UTC

   We're aware of an issue for customers hosted within our IZ0 infrastructure - where app behavior is significantly delayed/unresponsive. Symptoms range from seeing a "Connecting..." overlay appear in the Sharpen Q application, to being unable to answer interactions in a timely fashion. End users may also be experiencing problems with modifying their status or logging in/out of the application. We have all technical resources engaged at this time and are actively troubleshooting the issue.

2. monitoring Dec 10, 2024, 08:13 PM UTC

   We've identified an error trend within our infrastructure, and our Development Team has taken initial steps to correct the misbehavior. Our initial validation tests show a return to app responsiveness (being able to make/take calls, change statuses, etc). We're continuing to monitor our infrastructure for any indicators or error trends. Please reach out to the Care Team if you're seeing signs of sustained disruption.

3. resolved Dec 10, 2024, 09:20 PM UTC

   Recovery from this misbehavior was established at approximately 3:00PM Eastern, and we have not encountered any further responsiveness/delay issues across the application. Service has been fully restored, but we'll continue to monitor the situation. Please reach out to the Care Team in the event you have end users that are still encountering lingering symptoms.