Siena Outage History
Siena is up right nowPingoru has recorded 14 incidents for Siena: 1 in the last 12 months and 0 in the last 90 days.
Show as a table
| Month | Incidents | Hours with an open incident |
|---|---|---|
| April 2026 | 0 | 0 of 720 (0%) |
| May 2026 | 0 | 0 of 744 (0%) |
| June 2026 | 0 | 0 of 720 (0%) |
| July 2026 | 0 | 0 of 744 (0%) |
| August 2026 | 0 | 0 of 744 (0%) |
| September 2026 | 0 | 0 of 720 (0%) |
| October 2026 | 0 | 0 of 526 (0%) |
Incidents, newest first
Critical November 18, 2025 Cloudflare outage 9h 3m Analytics, API, Autonomous AI Agent Platform, Backfill Service and 5 more
Started Nov 18, 2025, 02:17 PM UTC· resolved Nov 18, 2025, 11:20 PM UTC
- investigating Nov 18, 2025, 02:17 PM UTC
Cloudflare, our hosting provider, had a global outage today. On their status page they have let us know that a fix is being implemented. This is directly impacting Siena's performance: we are no longer receiving any Shopify and helpdesks webhooks sent to us. This means that Siena is not receiving any messages and not responding. We would start the process of getting all of our disabled integrations enabled back again once the Cloudflare downtime is over.
- monitoring Nov 18, 2025, 05:25 PM UTC
Things are getting back to normal on Siena’s side. We’re not observing any new errors, including our integrations with Shopify and the integrated helpdesks. Siena is now receiving and processing new and old messages that were sent during the outage period. We’re still monitoring the situation with Cloudflare.
- resolved Nov 18, 2025, 11:20 PM UTC
The incident has been resolved
Major October 20, 2025 Siena AI platform outage 1d Analytics, AWS cloud service provider, API, Autonomous AI Agent Platform and 6 more
Started Oct 20, 2025, 09:55 AM UTC· resolved Oct 21, 2025, 09:55 AM UTC
- identified Oct 20, 2025, 09:55 AM UTC
We’re currently experiencing a system-wide outage affecting the Siena AI platform. Siena App https://app.siena.cx/ is not accessible. It is due to the widespread outage with AWS services, which we’re using. Start of the AWS outage: Oct 20 12:11 AM PDT
- monitoring Oct 20, 2025, 09:57 AM UTC
Siena platform is back online https://app.siena.cx/ – you can now log in. We’re still evaluating the full effect on Siena’s services and will send another update once we have more information to share.
- monitoring Oct 20, 2025, 01:11 PM UTC
Siena is now operational. Siena will now process only new messages. The old messages that were already assigned to Siena during the downtime period won’t be automated. Timeline: The AWS/Siena outage started around 12:11 AM PDT. Siena started to run again step by step since 2:25 AM PDT
- monitoring Oct 20, 2025, 03:05 PM UTC
Siena Service Restored. The AWS outage affecting Siena has been resolved and all systems are now operational. We're currently assessing the full impact of the disruption, and will provide more details either via Slack or on our status page: https://status.siena.cx/. You may notice that Siena responded to some previously closed conversations during the service recovery - please review recent activity and contact us if you have any concerns.
- resolved Oct 21, 2025, 09:55 AM UTC
The AWS outage affecting Siena has been resolved, and all systems are now operational. We're currently assessing the full impact of the disruption and will provide more details later. You may notice that Siena responded to some previously closed conversations during the service recovery—please review recent activity and contact us if you have any concerns.
Major July 23, 2025 Analytics have been temporarily disabled 5d 9h Analytics
Started Jul 23, 2025, 06:50 PM UTC· resolved Jul 29, 2025, 04:41 AM UTC
- investigating Jul 23, 2025, 06:50 PM UTC
Currently our analytics and dashboards are disabled due to a system issue we are experiencing. This doesn't impact any other Siena functionality and other systems are running normally. Once we solve the analytics issue, all of the data will be fully updated in the dashboards. We expect this to be resolved in the next few days and will provide updates tomorrow.
- investigating Jul 23, 2025, 06:51 PM UTC
We are implementing a fix for this issue. We will have an update on Monday (7/28).
- investigating Jul 26, 2025, 02:47 AM UTC
The issue has been identified, and a fix is being implemented.
- monitoring Jul 28, 2025, 03:29 PM UTC
We're still gradually recovering missing analytics data. The timeline of completing is end of day PST.
- resolved Jul 29, 2025, 04:41 AM UTC
The incident has been fully resolved and all analytics and historical data has been fully restored.
Notice June 9, 2025 Web Browsing Agent Degradation 21h 29m Web Browsing Agent
Started Jun 09, 2025, 12:00 PM UTC· resolved Jun 10, 2025, 09:30 AM UTC
- identified Jun 09, 2025, 12:09 PM UTC
We’re experiencing issues with our Web Browsing Agent which is affecting Siena’s ability to retrieve order tracking information from tracking URLs. Currently, Siena falls back to Shopify order updates. Our team has identified the source of the problem related to our third-party service provider, and is actively working with them to restore full functionality as quickly as possible.
- resolved Jun 10, 2025, 09:30 AM UTC
Current Status: Fixed On Friday, our provider deprecated an API endpoint we were making use of without notification, which led to the downtime in Browsing Agent. We've migrated to the new endpoint. Browsing Agent is functioning normally now.
Notice April 2, 2025 Shopify service disruption –
Started Apr 02, 2025, 07:00 AM UTC· resolved Apr 02, 2025, 07:00 AM UTC
- resolved Apr 08, 2025, 11:42 AM UTC
Shopify experienced an outage, preventing Siena from processing requests related to Shopify orders.
Critical March 4, 2025 Database overloaded –
Started Mar 04, 2025, 02:30 AM UTC· resolved Mar 04, 2025, 02:30 AM UTC
- resolved Mar 04, 2025, 07:17 PM UTC
Our latest release contained some unoptimized code that was overloading the database affecting all services.
Critical February 27, 2025 OpenAI API Connectivity Issue 23h 30m Autonomous AI Agent Platform, Playground
Started Feb 27, 2025, 12:29 AM UTC· resolved Feb 28, 2025, 12:00 AM UTC
- resolved Feb 27, 2025, 12:29 AM UTC
Between 23:15 UTC and 00:00 UTC, our service experienced an interruption due to connectivity issues with OpenAI's API. During this time, our systems were unable to process messages. The issue has been resolved and service is fully restored. Our engineering team is conducting a thorough investigation to understand the root cause and implement additional safeguards against similar disruptions. We appreciate your patience.
Minor February 19, 2025 Siena Live Chat performance degraded 16h 8m Autonomous AI Agent Platform
Started Feb 19, 2025, 04:46 PM UTC· resolved Feb 20, 2025, 08:55 AM UTC
- identified Feb 19, 2025, 04:46 PM UTC
We are investigating an issue in which messages are not being delivered via the Siena live chat widget. Our engineers identified a solution and are working to deploy it.
- identified Feb 19, 2025, 04:48 PM UTC
We are continuing to work on a fix for this issue.
- resolved Feb 20, 2025, 08:55 AM UTC
This incident has been resolved.
Minor January 28, 2025 Web Browsing Agent Degraded Performance –
Started Jan 28, 2025, 09:00 PM UTC· resolved Jan 28, 2025, 09:00 PM UTC
- resolved Jan 31, 2025, 01:22 PM UTC
We had a degraded performance in the Web Browsing Agent (WBA). Due to this we were not able to get the tracking information of customer orders during that period
- postmortem Jan 31, 2025, 01:23 PM UTC
We had a degraded performance in the Web Browsing Agent \(WBA\). Due to this we were not able to get the tracking information of customer orders during that period. It’s currently back up and we are currently monitoring the situation.
Minor January 14, 2025 Hooks Processing Service Downtime – Shopify
Started Jan 14, 2025, 04:00 AM UTC· resolved Jan 14, 2025, 04:00 AM UTC
- resolved Jan 14, 2025, 08:38 AM UTC
Incident has been resolved. - Our Backfill Service remained operational throughout the incident and successfully processed the missing data to ensure continuity. - All missing webhooks have been re-registered, and the system is now fully operational.
- postmortem Jan 14, 2025, 09:56 AM UTC
**Incident Report**: Hooks Processing Service Downtime * **10 PM UTC, Jan 13 – 4 AM UTC, Jan 14**: * Our Hooks Processing Service was overwhelmed by a high volume of Shopify webhooks, specifically for the orders/update topic. This led to a temporary downtime of the service and de-registration of webhooks by Shopify. * **4 AM – 10 AM UTC, Jan 14**: * During this period, we were not receiving webhooks for the affected topics \(orders/update\). **Resolution:** * Our Backfill Service remained operational throughout the incident and successfully processed the missing data to ensure continuity. * All missing webhooks have been re-registered, and the system is now fully operational. **Current Status:** Everything is back to normal, and the service is stable.
Minor January 1, 2025 Backfill Service Unavailability – Backfill Service
Started Jan 01, 2025, 12:00 AM UTC· resolved Jan 01, 2025, 12:00 AM UTC
- resolved Jan 14, 2025, 10:26 AM UTC
We experienced an issue with the Backfill Service, which ensures synchronisation of Shopify data in cases where webhooks are missing. During this time, orders for Shopify integrations were not available in our system, specifically affecting integrations where webhooks were disabled due to repeated non-200 responses.
- postmortem Jan 14, 2025, 10:26 AM UTC
# Impact: Shopify webhooks were disabled due to repeated failures in returning 200-status responses during downtime, affecting 11 Shopify integrations. The backfill service, which compensates for missing data, was also down, causing major disruptions in data synchronization for orders, customers, and updates. # Timeline: * Dec 17: Backfill service stopped working * Dec 23 - 31: Multiple tickets raised for missing data. * Dec 31: Webhooks restored Jan 1: Backfill service restored & executed