Siena Outage History

Siena had 11 outages in the last 2 years totaling 178h 55m of downtime — averaging 0.5 incidents per month.

There were 11 Siena outages since January 1, 2025 totaling 178h 55m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.siena.cx

Critical November 18, 2025

Cloudflare outage

Detected by Pingoru: Nov 18, 2025, 02:17 PM UTC
Resolved: Nov 18, 2025, 11:20 PM UTC
Duration: 9h 3m

Affected: AnalyticsAPIAutonomous AI Agent PlatformBackfill ServiceHooks Processor ServiceInboxPlaygroundFrontend WebsiteWeb Browsing Agent

Timeline · 3 updates

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

Read the full incident report →

Major October 20, 2025

Siena AI platform outage

Detected by Pingoru: Oct 20, 2025, 09:55 AM UTC
Resolved: Oct 21, 2025, 09:55 AM UTC
Duration: 1d

Affected: AnalyticsAWS cloud service providerAPIAutonomous AI Agent PlatformBackfill ServiceHooks Processor ServiceInboxPlaygroundFrontend WebsiteWeb Browsing Agent

Timeline · 5 updates

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.

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Major July 24, 2025

Analytics have been temporarily disabled

Detected by Pingoru: Jul 24, 2025, 04:27 PM UTC
Resolved: Jul 29, 2025, 04:41 AM UTC
Duration: 4d 12h

Affected: Analytics

Timeline · 5 updates

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.

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Notice June 9, 2025

Web Browsing Agent Degradation

Detected by Pingoru: Jun 09, 2025, 12:00 PM UTC
Resolved: Jun 10, 2025, 09:30 AM UTC
Duration: 21h 29m

Affected: Web Browsing Agent

Timeline · 2 updates

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.

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Notice April 8, 2025

Shopify service disruption

Detected by Pingoru: Apr 08, 2025, 11:42 AM UTC
Resolved: Apr 02, 2025, 07:00 AM UTC
Duration: —

Timeline · 1 update

resolved Apr 08, 2025, 11:42 AM UTC

Shopify experienced an outage, preventing Siena from processing requests related to Shopify orders.

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Critical March 4, 2025

Database overloaded

Detected by Pingoru: Mar 04, 2025, 07:17 PM UTC
Resolved: Mar 04, 2025, 02:30 AM UTC
Duration: —

Timeline · 1 update

resolved Mar 04, 2025, 07:17 PM UTC

Our latest release contained some unoptimized code that was overloading the database affecting all services.

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Critical February 27, 2025

OpenAI API Connectivity Issue

Detected by Pingoru: Feb 27, 2025, 12:29 AM UTC
Resolved: Feb 27, 2025, 12:29 AM UTC
Duration: —

Affected: Autonomous AI Agent PlatformPlayground

Timeline · 1 update

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.

Read the full incident report →

Minor February 19, 2025

Siena Live Chat performance degraded

Detected by Pingoru: Feb 19, 2025, 04:46 PM UTC
Resolved: Feb 20, 2025, 08:55 AM UTC
Duration: 16h 8m

Affected: Autonomous AI Agent Platform

Timeline · 3 updates

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.

Read the full incident report →

Minor January 31, 2025

Web Browsing Agent Degraded Performance

Detected by Pingoru: Jan 31, 2025, 01:22 PM UTC
Resolved: Jan 28, 2025, 09:00 PM UTC
Duration: —

Timeline · 2 updates

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.

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Minor January 14, 2025

Hooks Processing Service Downtime

Detected by Pingoru: Jan 14, 2025, 04:00 AM UTC
Resolved: Jan 14, 2025, 04:00 AM UTC
Duration: —

Affected: Shopify

Timeline · 2 updates

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.

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Minor January 1, 2025

Backfill Service Unavailability

Detected by Pingoru: Jan 01, 2025, 12:00 AM UTC
Resolved: Jan 01, 2025, 12:00 AM UTC
Duration: —

Affected: Backfill Service

Timeline · 2 updates

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

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