Unbabel Outage History

Type: Incident Duration: 33 minutes Affected Components: Kustomer, Zendesk Support/Agent Workspace, Zendesk Chat, Freshdesk , Salesforce Live Agent, Kustomer, Intercom, Salesforce Service Cloud May 6, 09:48:00 GMT+0 - Investigating - For integrations relying on language detection, new conversations and tickets are failing to translate. Translations work for tickets or conversations that have at least one successful translation, or where the language is set manually. We are currently investigating this incident. May 6, 10:09:09 GMT+0 - Identified - We are continuing to work on a fix for this incident. May 6, 10:21:18 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 2 hours and 27 minutes Affected Components: Projects Apr 28, 12:00:00 GMT+0 - Investigating - A problem was identified that prevents the correct creation and management of projects in the Unbabel Portal. In the typical scenario, the list of pipeline groups doesn't load; for completed projects, it's not possible to see the list of existing files. We are currently investigating this incident. Apr 28, 13:38:10 GMT+0 - Identified - The root cause for the incident is identified and the team is working on a fix. Apr 28, 14:27:07 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 15 hours and 4 minutes Affected Components: Unbabel Portal Nov 24, 19:20:00 GMT+0 - Investigating - Some users are describing problems logging into the Portal, with an error message reading "Failed to retrieve your Portal". We are currently investigating this incident. Nov 25, 10:24:00 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 55 minutes Affected Components: Unbabel Portal Nov 19, 15:00:00 GMT+0 - Investigating - Access to the Portal is currently not possible for logged out users. We are currently investigating this incident. Nov 19, 15:55:00 GMT+0 - Identified - The cause is identified and we are working on a fix for this incident. Nov 19, 15:55:01 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 5 hours and 57 minutes Affected Components: Unbabel Portal, Unbabel Interface Chat, Zendesk Support/Agent Workspace, Projects, Client Review, Salesforce KB, Wix Answers, API, Kustomer, Freshdesk , Kustomer, Zendesk Chat, Salesforce Live Agent, Intercom, Zendesk Guide, Polyglot, Editor Dashboard, Unbabel Interface Tickets, Widn.AI, Salesforce Service Cloud, Chat API, Unbabel Nov 18, 14:55:04 GMT+0 - Monitoring - Cloudflare has implemented a fix. We continue to monitor for errors to ensure all services are back to normal. Nov 18, 12:14:02 GMT+0 - Identified - We are continuing to work on a fix for this incident. Nov 18, 18:10:39 GMT+0 - Resolved - This incident has been resolved. We will wait for the post-mortem from Cloudflare to take further action.

Type: Incident Duration: 2 days, 9 hours and 48 minutes Affected Components: Unbabel Portal, Unbabel Interface Chat, Zendesk Support/Agent Workspace, Projects, Client Review, Salesforce KB, Wix Answers, API, Kustomer, Freshdesk , Kustomer, Zendesk Chat, Salesforce Live Agent, Intercom, Zendesk Guide, Unbabel Interface Tickets, Salesforce Service Cloud, Chat API, Unbabel Nov 3, 11:04:44 GMT+0 - Resolved - We're operating as usual and you can now resume using the [[email protected]](mailto:[email protected]) email address to reach out to us. Thank you for bearing with us Nov 1, 01:16:16 GMT+0 - Identified - We are currently experiencing issues with [[email protected]](mailto:[email protected]) email, please reach out to us via [[email protected]](mailto:[email protected]) or submit a ticket here:

Type: Incident Duration: 3 hours and 39 minutes Affected Components: Unbabel Portal, Unbabel Interface Chat, Zendesk Support/Agent Workspace, Projects, Client Review, Salesforce KB, Wix Answers, API, Kustomer, Freshdesk , Kustomer, Zendesk Chat, Salesforce Live Agent, Intercom, Zendesk Guide, Polyglot, Editor Dashboard, Unbabel Interface Tickets, Widn.AI, Salesforce Service Cloud, Chat API, Unbabel Oct 20, 08:48:55 GMT+0 - Identified - We are being impacted by this AWS incident - The team is trying to recover the services as soon as possible. Oct 20, 07:26:00 GMT+0 - Investigating - We are currently investigating this incident. Oct 20, 10:01:14 GMT+0 - Monitoring - AWS is recovering and we are seeing significant signs of improvement. Oct 20, 11:04:53 GMT+0 - Resolved - Our services are fully recovered. We will keep monitoring for the next few hours.

Type: Incident Duration: 49 minutes Affected Components: , Zendesk Support/Agent Workspace, Intercom, , Unbabel Interface Chat, Unbabel Interface Tickets, Wix Answers, Kustomer, API, Zendesk Chat, Freshdesk , Salesforce Service Cloud, Kustomer, Salesforce Live Agent, Chat API, Unbabel E-mail → Unbabel Chat → Oct 15, 09:42:00 GMT+0 - Investigating - Customers are currently seeing issues requesting translations for customer support content. The message "invalid payload" may appear in Zendesk. We are currently investigating this incident. Oct 15, 10:13:47 GMT+0 - Identified - The issue is identified. We are rolling back the causing change. Oct 15, 10:13:47 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Oct 15, 10:31:04 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 19 minutes Affected Components: Freshdesk , Zendesk Support/Agent Workspace Sep 23, 15:35:00 GMT+0 - Investigating - Some email translations are seeing issues. Additionally, some agents are seeing an error in the Unbabel app in Zendesk and Freshdesk. We are currently investigating this incident. Sep 23, 15:43:23 GMT+0 - Identified - The issue was identified. We are continuing to work on a fix for this incident. Sep 23, 15:54:14 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 1 hour Affected Components: Freshdesk , Zendesk Support/Agent Workspace Sep 14, 23:27:00 GMT+0 - Investigating - An ongoing issue is causing downtime for the Unbabel integration with Zendesk and Freshdesk. You will notice that translations are not working and the widget is unresponsive. We are currently investigating this incident. Sep 15, 00:27:00 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 2 hours and 36 minutes Affected Components: Unbabel Interface Chat, Unbabel Interface Tickets Jun 25, 13:56:00 GMT+0 - Investigating - Unbabel Interface for chat and tickets is currently experiencing performance issues. The behaviour of the interface may be erratic. Long loading times are being observed. It is still possible to request translations. We are currently investigating this incident. Jun 25, 15:36:00 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Jun 25, 16:31:46 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 1 hour Affected Components: , Zendesk Chat, Intercom, Chat API, Unbabel Interface Chat, Salesforce Live Agent, Unbabel Chat → Jun 17, 09:55:00 GMT+0 - Investigating - We have detected an incident with the translation of chat messages across all Unbabel products. Chat translations are failing or severely delayed. We are currently investigating this incident. Jun 17, 10:55:15 GMT+0 - Resolved - This incident has been resolved. If you have any past translations that were not delivered, please attempt to send them again. Jun 17, 10:49:48 GMT+0 - Identified - We are continuing to work on a fix for this incident. For now, we mitigated the issue and would expect that new translations are not affected. You may still experience delays with translations.

Type: Incident Duration: 19 hours and 42 minutes Affected Components: Unbabel Apr 28, 12:43:44 GMT+0 - Identified - Our Customer Happiness Team might be delayed responding to your queries due to the power outage affecting some European countries. Apr 28, 20:29:31 GMT+0 - Monitoring - We're back online as the power is progressively back across the affected countries and the CH team will get back to every query as soon as possible. Thank you for bearing with us. Apr 29, 08:25:31 GMT+0 - Resolved - Communications are back to normal.

Type: Incident Affected Components: Unbabel Portal Mar 31, 10:25:17 GMT+0 - Resolved - Access to the Unbabel portal is stable. The observed issues were attributed to a dependency on an external library, [unpkg.com](http://unpkg.com), which experienced an outage. This dependency has been removed to prevent recurrence are we are actively monitoring the system to ensure continued stability and performance.

Type: Incident Duration: 1 hour and 53 minutes Affected Components: Unbabel Portal Mar 19, 11:12:00 GMT+0 - Investigating - Reports for Usage, Cost and Agents in the Customer Portal are currently offline. A message reading that "No data to display" will appear. We are currently investigating this incident. Mar 19, 13:05:00 GMT+0 - Resolved - This incident has been resolved. This was caused by a change by a third-party provider which was rolled back in the meantime.

Type: Incident Duration: 48 minutes Affected Components: Unbabel Portal, Unbabel Interface Chat, Unbabel Interface Tickets Mar 11, 14:26:12 GMT+0 - Investigating - We are currently investigating this incident. Mar 11, 14:57:42 GMT+0 - Monitoring - The team implemented a fix and is currently monitoring it. Mar 11, 14:54:07 GMT+0 - Identified - The issue seems to be related to an upgrade of one of our clusters. The team is working on a full recovery. Mar 11, 15:13:51 GMT+0 - Resolved - This incident has been resolved. Mar 11, 15:13:51 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 4 hours and 14 minutes Affected Components: Chat API, API, Salesforce Service Cloud, Unbabel Interface Chat, Salesforce Live Agent, Zendesk Chat, Unbabel Interface Tickets, Zendesk Support/Agent Workspace, Freshdesk , Kustomer, Wix Answers, Intercom Mar 7, 20:54:00 GMT+0 - Resolved - This incident has been resolved. Mar 7, 16:40:00 GMT+0 - Investigating - Due to an overload of some systems, translation requests are suffering delays. Mar 7, 18:54:00 GMT+0 - Identified - The root cause for the issue is identified and mitigating measures are being taken. We see some reduction on translation time.

Type: Incident Duration: 4 hours and 24 minutes Affected Components: Projects Feb 10, 17:56:00 GMT+0 - Investigating - The projects app is occasionally failing to load properly. All estimations and processing of translations are delayed. We are currently investigating this incident. Feb 10, 17:59:00 GMT+0 - Identified - We identified the cause of the issue and are taking mitigating measures. Some volume has accumulated which we are trying to process. Feb 10, 22:20:00 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Most features should be back to normal. Some project estimations might not yet be available. If necessary, re-edit you project and request a new estimation. Feb 10, 22:20:00 GMT+0 - Resolved - Service is resumed. Some project estimations might not yet be available. If necessary, re-edit you project and request a new estimation.

Type: Incident Duration: 1 hour and 56 minutes Affected Components: Chat API, Unbabel Interface Chat, Salesforce Live Agent, Zendesk Chat, Intercom Nov 7, 17:11:00 GMT+0 - Investigating - Chat translations, despite completing, are seeing considerable delays. We are currently investigating this incident. Nov 7, 18:36:35 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Nov 7, 19:06:46 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 1 hour and 56 minutes Affected Components: Chat API, API, Salesforce Service Cloud, Unbabel Interface Chat, Salesforce Live Agent, Zendesk Chat, Unbabel Interface Tickets, Zendesk Support/Agent Workspace, Freshdesk , Kustomer, Wix Answers, Intercom Nov 6, 15:36:00 GMT+0 - Investigating - We are currently investigating this incident. Nov 6, 17:12:28 GMT+0 - Monitoring - Issue was resolved and are currently monitoring the result. Nov 6, 17:31:48 GMT+0 - Resolved - The issue has been resolved. Translations are flowing normally.

Type: Incident Duration: 20 minutes Affected Components: Chat API, API, Salesforce Service Cloud, Unbabel Interface Chat, Salesforce Live Agent, Zendesk Chat, Unbabel Interface Tickets, Zendesk Support/Agent Workspace, Freshdesk , Kustomer, Wix Answers, Intercom Nov 4, 10:19:57 GMT+0 - Monitoring - Translation request are coming back to normal. We're monitoring service performance. Nov 4, 10:31:43 GMT+0 - Resolved - This incident has been resolved. The team will look for a root cause for the incident. Nov 4, 10:11:23 GMT+0 - Investigating - We are currently investigating this incident.

Type: Incident Duration: 1 hour and 54 minutes Affected Components: Chat API, API, Salesforce Service Cloud, Unbabel Interface Chat, Salesforce Live Agent, Zendesk Chat, Unbabel Interface Tickets, Zendesk Support/Agent Workspace, Freshdesk , Kustomer, Wix Answers, Intercom Oct 30, 14:03:00 GMT+0 - Investigating - We are currently investigating this incident. Oct 30, 15:09:00 GMT+0 - Investigating - Chat translations are also affected. Oct 30, 15:27:36 GMT+0 - Identified - The issue is identified and we're applying some mitigating measures. Oct 30, 15:57:03 GMT+0 - Resolved - This incident has been resolved. Oct 30, 15:47:33 GMT+0 - Monitoring - Services appear to be recovering. We are monitoring their performance and searching for the root cause.