Intermittent guide loading timeouts
Timeline · 1 update
- resolved May 06, 2026, 01:33 PM UTC
Between 12:29 and 13:27 we've seen increased amount of errors when loading guides.
Stonly Outage History
Stonly is up right nowStonly had 33 outages in the last 2 years totaling 64h 36m of downtime — averaging 1.4 incidents per month.
There were 33 Stonly outages since May 22, 2024 totaling 64h 36m of downtime. Each is summarised below — incident details, duration, and resolution information.
Intermittent platform outages
Affected: Stonly customers KB's - location NStonly Guides
Timeline · 3 updates
- investigating May 04, 2026, 03:23 PM UTC
We are currently investigating this issue.
- monitoring May 04, 2026, 03:45 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved May 04, 2026, 04:29 PM UTC
This incident has been resolved.
Performance degradation on KBs and Guides
Affected: Stonly customers KB's - location NStonly Guides
Timeline · 3 updates
- identified Apr 30, 2026, 01:28 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Apr 30, 2026, 02:05 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Apr 30, 2026, 02:18 PM UTC
This incident has been resolved.
Due to service provider networking issues, Automation and Segment integration is down
Timeline · 3 updates
- identified Apr 28, 2026, 08:23 AM UTC
The issue has been identified and a fix is being implemented.
- monitoring Apr 28, 2026, 09:00 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Apr 28, 2026, 10:05 AM UTC
This incident has been resolved.
Problem with the Guide publish functionality
Affected: Stonly Editor
Timeline · 5 updates
- identified Mar 30, 2026, 12:32 PM UTC
The issue has been identified and a fix is being implemented.
- identified Mar 30, 2026, 12:35 PM UTC
We are continuing to work on a fix for this issue.
- monitoring Mar 30, 2026, 12:35 PM UTC
A fix has been implemented and we are monitoring the results.
- monitoring Mar 30, 2026, 12:36 PM UTC
We are continuing to monitor for any further issues.
- resolved Mar 30, 2026, 12:41 PM UTC
This incident has been resolved.
AI Answers not returning results
Affected: Stonly AI Bot
Timeline · 4 updates
- investigating Jan 27, 2026, 11:35 AM UTC
We are currently investigating this issue.
- identified Jan 27, 2026, 11:37 AM UTC
The issue is caused by Azure OpenAI issues. More details can be found on Azure status page. We're currently monitoring the status of Azure incident and looking into remediation options.
- monitoring Jan 27, 2026, 12:05 PM UTC
We've rerouted traffic to endpoints that are not affected. All functionality should now be restored. We continue monitoring the situation.
- resolved Jan 27, 2026, 03:04 PM UTC
This incident has been resolved.
Problem with new release package
Affected: Stonly EditorStonly customers KB's - location NStonly customers KB's - location CStonly AI BotStonly Contact FormsKnowledgebase searchStonly GuidesTargetingStonly Website
Timeline · 4 updates
- investigating Jan 19, 2026, 01:57 PM UTC
After deplying new version of the application, we are observing some instability for some customers.
- investigating Jan 19, 2026, 02:02 PM UTC
We are rolling back to the previous version.
- monitoring Jan 19, 2026, 02:06 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jan 19, 2026, 02:21 PM UTC
This incident has been resolved.
Guide updates not reflected in AI Bot answers
Affected: Stonly AI Bot
Timeline · 4 updates
- investigating Dec 11, 2025, 02:21 PM UTC
We're investigating an issue where data used by our AI Bot is not updated after a guide is modified. That may lead to AI bot answering based on outdated guide content. All guide modifications will be automatically processed without additional actions after we restore the functionality.
- identified Dec 11, 2025, 02:36 PM UTC
We've found an issue and we're preparing a fix, that should go out in the next 15 minutes.
- monitoring Dec 11, 2025, 03:15 PM UTC
A fix was deployed and we're seeing embeddings being properly processed now. All data returned by AI bot should be up to date now.
- resolved Dec 11, 2025, 03:58 PM UTC
This incident has been resolved.
Increased error rate for embedded guides
Affected: Stonly Guides
Timeline · 4 updates
- investigating Nov 05, 2025, 11:52 AM UTC
We are experiencing an increased rate of errors connected to the loading on embedded guides. We are actively investigating the situation.
- identified Nov 05, 2025, 12:26 PM UTC
We know what the issue is, we are implementing a temporary fix, ETA around 10 minutes
- monitoring Nov 05, 2025, 01:02 PM UTC
Once the fix was effectively deployed, we observed a decrease in the error rate. This issue is now moved to the monitoring state.
- resolved Nov 05, 2025, 02:24 PM UTC
This incident has been fully resolved.
General database performance degradation
Affected: Stonly EditorStonly customers KB's - location NStonly customers KB's - location CStonly AI BotStonly Contact FormsKnowledgebase searchStonly Guides
Timeline · 4 updates
- investigating Nov 04, 2025, 01:32 PM UTC
We are under a huge load, and some of our databases have degraded performance. We are applying modifications to the database systems. We will be back with further information in 15 minutes.
- investigating Nov 04, 2025, 01:43 PM UTC
We are observing recovery symptoms, and will keep updating in the next 15 minutes
- monitoring Nov 04, 2025, 01:43 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Nov 04, 2025, 04:22 PM UTC
The incident was fully resolved.
Stonly guides and Knowledge Bases unavailable
Affected: Stonly EditorStonly customers KB's - location NStonly customers KB's - location CKnowledgebase searchStonly Guides
Timeline · 3 updates
- identified Oct 28, 2025, 12:18 PM UTC
We've identified an issue affecting ability to display stonly guide and knowledgebases and we're working on a fix, which should be deployed in the next 15 minutes.
- monitoring Oct 28, 2025, 12:20 PM UTC
A fix was implemented and things should be back to normal.
- resolved Oct 28, 2025, 12:26 PM UTC
Our metrics are back to normal and monitoring confirms that the issue is fully resolved now.
Service Issue
Affected: Stonly Website
Timeline · 3 updates
- investigating Sep 12, 2025, 01:22 PM UTC
Dear Customer, We are currently investigating an issue impacting: Stonly Website.Our technical team is working to identify the cause and restore service as quickly as possible. We apologize for this disruption and appreciate your patience.As soon as we have more information, we will post updates on our status page. Sincerely, The Stonly Team
- monitoring Sep 12, 2025, 01:32 PM UTC
Dear Customer, In response to the issue with, we have taken corrective actions. The system is currently under monitoring to ensure its stability.We appreciate your patience and understanding. Sincerely, The Stonly Team
- resolved Sep 12, 2025, 01:34 PM UTC
This incident has been resolved.
Images unavaliable globally
Affected: Stonly EditorStonly Guides
Timeline · 4 updates
- identified Sep 10, 2025, 01:39 PM UTC
We are currently experiencing image service provider issues. The fixes are underway.
- identified Sep 10, 2025, 02:42 PM UTC
While we continue to resolve the underlying issue with our Image service provider, we've implemented a workaround that allows displaying original images in the Stonly guides. Since original images are not being resized, it may result in content looking different and images taking longer time to load.
- identified Sep 10, 2025, 02:43 PM UTC
We are continuing to work on a fix for this issue and restoring full functionality.
- resolved Sep 11, 2025, 07:31 AM UTC
The issue is now fully resolved - uploading and viewing images should work as expected.
Intermittent failures to load Stonly guides
Affected: Stonly Guides
Timeline · 4 updates
- investigating Jul 08, 2025, 04:03 PM UTC
We're investigating infrastructure issues that result in intermittent failures when loading Stonly guide content
- monitoring Jul 08, 2025, 04:08 PM UTC
Dear Customer, In response to the issue with, we have taken corrective actions. The system is currently under monitoring to ensure its stability.We appreciate your patience and understanding. Sincerely, The Stonly Team
- identified Jul 08, 2025, 04:10 PM UTC
We've fine tuned our scaling policies and see the systems stabilizing. Guides are loading, but it can be a bit slower than usual. We expect everything to get back to normal in 3-5 minutes given the traffic we're seeing.
- resolved Jul 08, 2025, 04:32 PM UTC
The issue is fully resolved now.
Issue with email deliverability
Affected: Stonly Contact Forms
Timeline · 3 updates
- investigating Apr 14, 2025, 10:12 AM UTC
We are experiencing a delay in email delivery due to an outage with our third-party email provider. The provider is aware of the situation and is actively working on a resolution. We will update our status page once the issue is confirmed to be resolved.
- monitoring Apr 14, 2025, 01:17 PM UTC
Our email provider informed us that the issue should be resolved. We will now enter the monitoring phase and will update once we have confirmation that it's completely resolved.
- resolved Apr 14, 2025, 02:38 PM UTC
Our email provider informed us that the issue should be fully resolved.
General network issue
Affected: Stonly Editor
Timeline · 6 updates
- investigating Mar 10, 2025, 07:33 AM UTC
We are currently investigating this issue.
- investigating Mar 10, 2025, 09:18 AM UTC
We are continuing to investigate this issue.
- identified Mar 10, 2025, 09:18 AM UTC
The issue has been identified and a fix is being implemented.
- monitoring Mar 10, 2025, 09:19 AM UTC
A fix has been implemented and we are monitoring the results.
- monitoring Mar 10, 2025, 10:36 AM UTC
Our individual fix improved situation, but we've just pushed another change that should further improve stability and response times.
- resolved Mar 10, 2025, 11:10 AM UTC
This incident has been resolved.
Performance degradation
Affected: Stonly Guides
Timeline · 5 updates
- investigating Feb 24, 2025, 12:47 PM UTC
We are currently investigating this issue.
- identified Feb 24, 2025, 02:32 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Feb 24, 2025, 02:32 PM UTC
A fix has been implemented and we are monitoring the results.
- monitoring Feb 24, 2025, 02:32 PM UTC
We are continuing to monitor for any further issues.
- resolved Feb 24, 2025, 03:33 PM UTC
This incident has been resolved.
Performance degradation on Stonly Guides
Affected: Stonly Guides
Timeline · 5 updates
- investigating Feb 21, 2025, 12:57 PM UTC
We are currently investigating this issue.
- investigating Feb 21, 2025, 01:06 PM UTC
We are continuing to investigate this issue.
- identified Feb 21, 2025, 02:12 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Feb 21, 2025, 03:56 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Feb 21, 2025, 03:57 PM UTC
This incident has been resolved.
Stonly guides and KBs unavailable
Affected: Stonly WidgetStonly customers KB's - location NStonly customers KB's - location CStonly Guides
Timeline · 4 updates
- investigating Feb 07, 2025, 01:01 PM UTC
We're seeing an issue with our Javascript resources failing to load, making guides and KBs unavailable
- monitoring Feb 07, 2025, 01:04 PM UTC
We've rolled back the changes, things seem to be stable now, but we keep monitoring. If your guide or KB is failing to load, please refresh the page.
- monitoring Feb 07, 2025, 01:05 PM UTC
We've rolled back the changes, things seem to be stable now, but we keep monitoring. If your guide or KB is failing to load, please refresh the page.
- resolved Feb 07, 2025, 01:15 PM UTC
This incident has been resolved.
Stability issues
Affected: Stonly EditorStonly customers KB's - location NStonly customers KB's - location CStonly Guides
Timeline · 3 updates
- investigating Jan 23, 2025, 03:43 PM UTC
We're seeing bigger than usual load on our servers that is causing slow responses and occasional failures when loading stonly KB and guides
- monitoring Jan 23, 2025, 05:25 PM UTC
Things have stabilized. We keep monitoring our platform.
- resolved Jan 27, 2025, 12:14 PM UTC
This incident has been resolved.
Targeting delays
Affected: Targeting
Timeline · 3 updates
- investigating Jan 16, 2025, 03:10 PM UTC
We're seeing delay in consuming new targeting events. Our team is investigating the issue.
- monitoring Jan 16, 2025, 03:32 PM UTC
We've identified the issue and fixed it. Our queue is slowly decreasing, and we keep monitoring the situation.
- resolved Jan 16, 2025, 04:57 PM UTC
The issue is now resolved, the queue is fully processed and all targeting events and properties should be captured close to real-time now.
Stonly guides not loading
Affected: Stonly Guides
Timeline · 3 updates
- investigating Jan 09, 2025, 03:57 PM UTC
Stonly guides are not loading
- monitoring Jan 09, 2025, 03:58 PM UTC
We've identified the underlying issue, fixed the problem and monitor the systems.
- resolved Jan 09, 2025, 04:02 PM UTC
This incident has been resolved.
Degraded performance
Affected: Stonly EditorStonly WidgetStonly customers KB's - location NStonly customers KB's - location C
Timeline · 5 updates
- investigating Jan 07, 2025, 06:01 PM UTC
We're noticing slower than usual response times from our API, which affects loading times for widgets, knowledgebases and guide saving in the editor.
- investigating Jan 07, 2025, 06:03 PM UTC
We are continuing to investigate this issue.
- monitoring Jan 07, 2025, 06:26 PM UTC
We've identified the issue and scaled up our systems to match the increased traffic demand. Things are looking stable and we're monitoring the situation.
- monitoring Jan 07, 2025, 06:27 PM UTC
We are continuing to monitor for any further issues.
- resolved Jan 07, 2025, 06:52 PM UTC
Our response times are back to normal levels. We're marking this incident as resolved.
Stonly customers KB's partially unavaliable
Affected: Stonly customers KB's - location C
Timeline · 4 updates
- investigating Dec 11, 2024, 11:42 PM UTC
We are currently investigating this issue.
- identified Dec 11, 2024, 11:51 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Dec 11, 2024, 11:52 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Dec 11, 2024, 11:57 PM UTC
This incident has been resolved.
Knowledgebase search issues
Affected: Knowledgebase search
Timeline · 6 updates
- investigating Nov 04, 2024, 02:08 PM UTC
We've investigating an elevated number of errors when searching content within Knowledgebase for some of our customers.
- identified Nov 04, 2024, 02:16 PM UTC
We were able to reproduce the issue and we're working on a fix.
- identified Nov 04, 2024, 02:51 PM UTC
We've prepared a fix and are now testing it in pre-production environment.
- monitoring Nov 04, 2024, 03:46 PM UTC
The fix is being released to our production systems. We expect the issue to be fully resolved in 15-20 minutes.
- monitoring Nov 04, 2024, 04:13 PM UTC
We've verified the fix is deployed and working as expected. We continue to monitor for outliers.
- resolved Nov 04, 2024, 05:09 PM UTC
Issue is fully resolved.