Upserve experienced a major incident on May 22, 2021 affecting U-Series Support, lasting 49m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 22, 2021, 01:38 PM UTC
At this moment Upserve is experiencing a service incident with the routing of calls and chats to our Support team. This may cause increased hold times while waiting for chat or phone service. Email cases are unaffected. If you need immediate assistance please reach out to [email protected] while we work to restore phone and chat service. All Upserve Point of Sale and Analytics infrastructure is operational and remains unaffected.
- monitoring May 22, 2021, 02:09 PM UTC
Upserve's Support Operations team has identified the cause of the issue and is rolling out a fix to remediate issues with routing phone calls and chats inbound to Support. We will continue to monitor for any further instances of errors. All channels of Support should now be available. All Upserve Point of Sale and Analytics infrastructure is operational and remains unaffected.
- resolved May 22, 2021, 02:27 PM UTC
The change implemented by Upserve's Support Operations team has remediated issues with routing inbound Support interactions. Chat and Phone based services are now fully operational. All Upserve Point of Sale and Analytics infrastructure is operational and remains unaffected.