Is TOPdesk down?

We are currently experiencing disruptions with the login to the My TOPdesk portal. We are aware of the problem and are working on a solution. Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be available. The next update will be provided as events warrant until the issue has been resolved. E-mail updates will be sent right away when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates. To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 07 3573.

We would like to update you on the progress of the investigation. At this moment our engineers are still investigation the issue and have not been able to solve the issue yet. We will send you another update within 3 hours or earlier if news about the solution can be shared.

We are continuing to investigate this issue.

We are pleased to inform you that we have solved the issues and you should be able to login to the MyTOPdesk again. We will be monitoring the situation closely this afternoon to ensure the service remains stable. If it remains stable, we will be closing the major at 17.00 hrs CET.

After monitoring we have concluded that the solution is stable, and we will therefore close this major incident. We sincerely apologize for the inconvenience caused and thank you for your patience and understanding.

We are currently experiencing disruptions affecting customers hosted in EU1, resulting in performance issues. As a result, your TOPdesk environment may be slow or temporarily unavailable. We are aware of the problem and are working on a solution. Our apologies for the inconvenience. At the time of writing, we are not able to provide an estimate for when normal service will be restored. We aim to update this status page every 30 minutes until the issue has been resolved. E-mail updates will be sent when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates. To inform TOPdesk you are affected by this issue, please visit My TOPdesk.

We have identified the issue and made actions to mitigate the cause. The EU1co3 is now back to full operational state without any performance issues We will continue to closely monitor the situation to ensure the service remains stable.

At this time the EU1co3 is now back to full operational state without any performance issues, we will close this major.

We are currently experiencing problems on our CA1 datacenter. As a result your TOPdesk environment may not be available. We are aware of the problem and are working on a solution. Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be available. The next update will be provided as events warrant until the issue has been resolved. E-mail updates will be sent right away when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates. To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 06 8482.

The issue has been resolved, and all instances should be reachable again. We will publish an RCA as soon as this matter has been evaluated internally. Our apologies for the inconveniences.

As part of planned infrastructure improvements to our Canada environment, a previously postponed configuration change was unintentionally applied during a routine service update. Because this change depended on infrastructure that had not yet been deployed in the Canada environment, customer traffic could not be routed correctly, resulting in service interruptions. Once the issue was identified, the configuration change was immediately rolled back, restoring normal service. We have also updated our deployment process to prevent postponed configuration changes from being applied unintentionally in the future.

We are currently experiencing disruptions in one of our services. As a result logging in to your TOPdesk environment may not be possible. We are aware of the problem and are working on a solution. Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be available. The next update will be provided as events warrant until the issue has been resolved. E-mail updates will be sent right away when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates. Log in is currently not working To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 06 6038.

We are currently investigating the cause of this issue. We will provide an update as soon as more information becomes available, and no later than 3 hours from now.

We have identified the issue and implemented a fix. You should now be able to log in to your TOPdesk environment as expected. If you are still experiencing login issues, please contact our support team and let us know. We will continue to closely monitor the situation to ensure the service remains stable.

Dear Customer, Over the weekend no further issues have been observed and all services have been operating normally. We therefor close the major. The root cause of this disruption has been identified and a Root Cause Analysis will be posted as soon as this becomes available. We sincerely apologize for any inconvenience this issue may have caused and appreciate your patience while we worked to resolve it. Kind regards, The TOPdesk Team

**Root Cause Analysis:** During a planned service routing migration, a required configuration update for one service was missed. As a result, traffic for that service was routed incorrectly. Because other services remained unaffected and the overall configuration appeared valid, existing monitoring did not detect the issue. The root cause was human error during the configuration update process. ‌ **Preventive Measures:** To reduce the risk of similar issues, we will consistently apply the four-eyes principle to all configuration changes and introduce a mandatory post-implementation verification step to ensure all intended updates have been applied correctly before a change is considered complete.

We are currently experiencing connectivity issues affecting our Delft office. As a result, myTOPdesk.com and our Support telephone line are currently unavailable. We are investigating the issue and working to restore these services as quickly as possible. We apologize for the inconvenience and will provide updates as more information becomes available.

The issue has been resolved, and all affected services are operating normally again. Thank you for your patience and understanding. If you have any questions, our Support team is happy to help.