Simon Data incident
Intermittent Issues Affecting Support Ticket Submission
Simon Data experienced a notice incident on May 22, 2026 affecting Simon Web App, lasting 7d 6h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 22, 2026, 05:55 PM UTC
We are investigating an issue affecting the ability to submit and interact with support tickets through the Simon Web App. Customers can continue to respond to existing open tickets via email while we work to resolve the issue. We will provide further updates as more information becomes available.
- monitoring May 26, 2026, 02:48 PM UTC
Following some difficulties rolling over to a new Zendesk contract, we are now able to submit and edit tickets in Support Center. We are actively monitoring the issue for any other outstanding failure points.
- identified May 27, 2026, 04:38 PM UTC
The issue with our authentication into Zendesk has regressed. We are actively working with Zendesk support and our internal team to implement a fix for it.
- identified May 27, 2026, 08:17 PM UTC
We are still experiencing an API issue affecting our Support Center. During this time, ticket submissions through the Simon UI are unavailable. Our team is actively investigating and working to restore full functionality as quickly as possible. We apologize for the inconvenience. What to do in the meantime: - Submit new tickets via email Send your support request directly to [email protected]. Your ticket will be created automatically. - Reply to existing tickets via email Please reply directly to the email thread for your ticket rather than responding within the Simon UI. This ensures your message is received by our team.
- resolved May 30, 2026, 12:08 AM UTC
Our Zendesk account issues have been remediated.