Incident Closure - Sherweb Helpdesk

Update timeline

1. investigating Apr 09, 2026, 12:33 PM UTC

   We are currently investigating an issue impacting our services. Impact Level: Investigating Current Progress: Our engineering team has been mobilized and is actively investigating the problem to determine the root cause and restore service. Next update: We will provide an update within 60 minutes.

2. investigating Apr 09, 2026, 01:25 PM UTC

   This is an update regarding the ongoing disruption to helpdesk.sherweb.com services. Impact Level: Degraded You may experience intermittent access issues with helpdesk.sherweb.com, including the ability to submit support requests via our portal and view Knowledge Base articles. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Workaround: While we continue to work on resolving this issue, support requests can be submitted via email at [email protected]. Next Update: We will continue to monitor the status of service incident and will provide our next update by 2:25 pm ET.

3. identified Apr 09, 2026, 01:55 PM UTC

   This is an update regarding the ongoing disruption to Sherweb Helpdesk. Impact Level: Degraded You may experience intermittent access issues with helpdesk.sherweb.com, including the ability to submit support requests via our portal and view Knowledge Base articles. Current Progress: Our team is actively implementing a fix to address the issue and restore full service. We are closely monitoring the changes as they are applied. Workaround: While we continue to work on implementing a fix for this issue, support requests can be submitted via email at [email protected]. Next Update: We will continue to monitor the fix implementation and will provide our next update by 2:55 pm ET.

4. monitoring Apr 09, 2026, 02:15 PM UTC

   This is an update regarding the ongoing disruption to Sherweb Helpdesk. Impact Level: Recovering You should now be able to access Sherweb Helpdesk services, including the ability to view Knowledge Base articles and submit support requests. Current Progress: Our Team has implemented the fix, and we are monitoring the service closely to ensure stability and confirm that the issue is fully resolved. Next Update: We will continue to monitor the fix implemented and will provide our next update by 3:15 pm ET.

5. resolved Apr 09, 2026, 03:07 PM UTC

   The issue affecting Sherweb Helpdesk has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully adjusted the available resources for the service at 2:10 pm ET, and we have verified that system stability has returned. Next Steps: We are conducting a thorough Root Cause Analysis (RCA) to understand why this happened and to implement safeguards preventing it from occurring again. We will share the full RCA report with you by April 15th. If you are still experiencing service-related issues, please contact our support team for further assistance.

6. resolved Apr 16, 2026, 07:30 AM UTC

   Below is the post-incident report for the service disruption on Apr 9th 2026 , including what happened, the cause, and the steps taken to prevent recurrence. Summary Date of Incident: Apr 9th 2026 Duration of Outage: 11:58 - 14:31 EST (2h53 minutes) Maximum Impact Level: Degraded Services Impacted: PowerPage/helpdesk.sherweb.com Client Impact: Intermittent 503 error when accessing helpdesk.sherweb.com Root Cause Summary: The incident occurred because our power Page service usage exceeded the available platform capacity, preventing new requests from being processed reliably Resolution Timeline All times are in EST 11:43 Incident detected by our monitoring systems. 12:40: Engineering team isolated the affected service 13:40: A fix was deployed to restore full functionality. Preventative Measures To prevent a recurrence of this specific issue, we are taking the following actions: Strengthening service monitoring to proactively support continued reliability Technical Root Cause The disruption was triggered by our power Page service usage exceeded the available platform capacity. This resulted in Intermittent 503 error when accessing sherweb.helpdesk.com If you are still experiencing service-related issues, please contact our support team for further assistance.