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  • Network Maintenance - 03/16/2021
    Scheduled maintenance

    Module: Live Chat System
    SMS Chat

    Started: Mar 16, 2021 13:59 UTC

    Ended: Mar 16, 2021 19:30 UTC


    Description:
    In order to increase the stability and scalability of our core systems, we are performing a scheduled maintenance on our network infrastructure Tuesday, March 16th, from 23:00 to 23:30 EST. We do not anticipate any downtime, it is however possible that during this time, customers may experience temporary latency or unavailability for the following applications: - Live Chat and SMS Chat. The downtime however should not last more than 10 minutes.
    Thank you for your patience. Please contact our Support team with any questions: help@livehelpnow.com

  • Network Maintenance on Saturday September 25th at 23:00 EST - 09/25/2020
    Scheduled maintenance

    Module: Live Chat System
    Ticket System
    Knowledge Base System
    Callback System
    SMS Chat
    Language Translation System

    Started: Sep 24, 2020 22:12 UTC

    Ended: Sep 25, 2020 19:45 UTC


    Description:
    In order to increase the stability and scalability of our core systems, we are performing a scheduled maintenance on our network infrastructure Saturday, September 25th, from 23:00 to 23:45 EST. We do not anticipate any downtime, it is however possible that during this time, customers may experience temporary latency or inavailability for the following applications: - Operator Console - Live Chat - SMS Chat - Support Ticket System - Knowledge base and call back systems - Analytics.
    The downtime however should not last more than 10 minutes.
    Thank you for your patience. Please contact our Support team with any questions: help@livehelpnow.com

  • Network Maintenance on Saturday September 12th at 00:30 EST - 09/12/2020
    Scheduled maintenance

    Module: Live Chat System
    Ticket System
    Knowledge Base System
    Callback System
    SMS Chat
    Language Translation System

    Started: Sep 09, 2020 20:19 UTC

    Ended: Sep 12, 2020 05:30 UTC


    Description:
    In order to increase the stability and scalability of our core systems, we are performing a scheduled maintenance on our network infrastructure Saturday, September 12th, from 00:30 to 1:30 EST. We do not anticipate any downtime, it is however possible that during this time, customers may experience temporary latency or inavailability for the following applications: - Operator Console - Live Chat - SMS Chat - Support Ticket System - Knowledge base and call back systems - Analytics.
    The downtime however should not last more than 15 minutes.
    Thank you for your patience. Please contact our Support team with any questions: help@livehelpnow.com

  • Degraded performance of Live Chat System - 09/05/2020
    Degraded performance

    Module: Live Chat System

    Started: Sep 04, 2020 19:18 UTC

    Ended: Sep 05, 2020 00:21 UTC


    Description:
    We are experiencing a broad range DDoS attack. Engineers are working on resolution.
    We apologize for the inconvenience caused and thank you for your patience.

    ------------------- Update --------------------
    RackSpace team was able to deploy additional layer of detection allowing us to isolate the malicious traffic. Live Chat system is now fully operational. We will be scheduling a maintenance on Friday next week to add additional infrastructure allowing us to detect and isolate this issue immediately in the future. We are very sorry for the inconvenience caused and thank you for your patience.

  • Network Issue - 08/12/2020
    Down

    Module: Live Chat System
    Ticket System
    Knowledge Base System
    Callback System

    Started: Aug 12, 2020 13:44 UTC

    Ended: Aug 12, 2020 13:46 UTC


    Description:
    Between 9:20 and 9:37 AM ET, a small subset of customers was unable to access livehelpnow.net Operator console. This was caused by a network connection issue within RackSpace datacenter and has been resolved by RackSpace Ops team. We apologize for any inconvenience this may have caused. Please contact our support team with any questions: https://help.livehelpnow.net/

  • Language translation issue - 07/07/2020
    Down

    Module: Language Translation System

    Started: Jul 07, 2020 02:51 UTC

    Ended: Jul 07, 2020 02:24 UTC


    Description:
    The issue with Language Translation Service was resolved and translation may now be used.

    Incident history:
    We are experiencing an issue with Language Translation Service as of Monday, 2020-07-06 22:01 US/Eastern.

    Customers will not be able to use language translation in chat sessions.

    We will provide more information by Tuesday, 2020-07-07 11:00 US/Eastern.

  • Network maintenance 2020-05-16 00:00 - 04:00:00 CDT - 05/16/2020
    Scheduled maintenance

    Module: Live Chat System
    Ticket System
    Knowledge Base System
    Callback System
    SMS Chat

    Started: May 13, 2020 18:06 UTC

    Ended: May 16, 2020 09:00 UTC


    Description:
    In order to increase the stability and scalability of our core systems in dealing with tremendous spike in volume caused by COVID-19, we are performing a scheduled maintenance on our network infrastructure Saturday, May 16th, from 0:00AM to 4:00AM CDT. We do not anticipate any downtime, it is however possible that during this time, customers may experience temporary latency or inavailability for the following applications: - Operator Console - Live Chat - SMS Chat - Support Ticket System - Knowledge base and call back systems - Analytics.
    The downtime however is unlikely.
    Thank you for your patience. Please contact our Support team with any questions: help@livehelpnow.com

  • Network maintenance August 24th, Saturday 7AM EDT to 8AM EDT - 08/24/2019
    Scheduled maintenance

    Module: Live Chat System
    Ticket System
    Knowledge Base System
    Callback System
    SMS Chat

    Started: Aug 16, 2019 19:06 UTC

    Ended: Aug 24, 2019 12:00 UTC


    Description:
    In order to increase the stability and scalability of our core systems in anticipating of a busy holiday season, we are performing a scheduled maintenance on our network infrastructure Saturday, August 24th, from 7:00AM to 8:00AM EDT. During this time, customers may experience temporary latency or inavailability for the following applications: - Operator Console - Live Chat - SMS Chat - Support Ticket System - Knowledge base and call back systems - Analytics.
    The downtime however is unlikely.
    Thank you for your patience. Please contact our Support team with any questions: help@livehelpnow.com

  • Network maintenance August 3rd, Saturday 10AM EDT to 11AM EDT - 08/03/2019
    Scheduled maintenance

    Module: Live Chat System
    Ticket System
    Knowledge Base System
    Callback System
    SMS Chat

    Started: Jul 30, 2019 15:26 UTC

    Ended: Aug 03, 2019 15:00 UTC


    Description:
    In order to increase the stability and scalability of our core systems, we are performing a scheduled maintenance on our network infrastructure Saturday, August 3rd, from 10:00AM to 11:00AM EDT. During this time, customers may experience temporary latency or inavailability for the following applications: - Operator Console - Live Chat - SMS Chat - Support Ticket System - Knowledge base and call back systems - Analytics
    Thank you for your patience. Please contact our Support team with any questions: help@livehelpnow.com

  • COMPLETED: Database Maintenance: Saturday, October 20th, 10:00PM-11:45PM EST - 10/21/2018
    Scheduled maintenance

    Module: Live Chat System

    Started: Oct 21, 2018 03:48 UTC

    Ended: Oct 21, 2018 03:45 UTC


    Description:
    New Maintenance Status: Completed


    In order to increase the stability and scalability of our core systems, we are performing a scheduled maintenance on our databases Saturday, October 20th, from 10:00PM to 11:45PM EST. During this time, customers may experience temporary latency or unavailability for the following applications:
    - Operator Console
    - Live Chat
    - SMS Chat
    - Support Ticket System
    - Knowledge base and call back systems
    - Analytics
    Thank you for your patience. Please contact our Support team with any questions: help@livehelpnow.com

  • Database Maintenance: Saturday, October 20th, 10:00PM-11:45PM EST - 10/21/2018
    Scheduled maintenance

    Module: Live Chat System
    Ticket System
    Knowledge Base System
    Callback System
    SMS Chat

    Started: Oct 08, 2018 12:21 UTC

    Ended: Oct 21, 2018 03:45 UTC


    Description:
    In order to increase the stability and scalability of our core systems, we are performing a scheduled maintenance on our databases Saturday, October 20th, from 10:00PM to 11:45PM EST. During this time, customers may experience temporary latency or inavailability for the following applications:
    - Operator Console
    - Live Chat
    - SMS Chat
    - Support Ticket System
    - Knowledge base and call back systems
    - Analytics
    Thank you for your patience. Please contact our Support team with any questions: help@livehelpnow.com

  • ObjectRocket is experiencing an active issue affecting performance - 08/06/2018
    Degraded performance

    Module: Live Chat System

    Started: Aug 06, 2018 18:44 UTC

    Ended: Aug 06, 2018 19:51 UTC


    Description:
    ObjectRocket is experiencing an active issue:
    http://status.objectrocket.com/
    We use ObjectRocket for session state of chat widgets.
    ObjectRocket did not yet provide an ETA. We are actively monitoring.

    Update 8/6/2018 15:09 ObjectRocket is still having issues affecting Embedded Chat and Notification systems. We continue to check with RackSpace on the ETA. Stay tuned. Thank you for your patience!

    Update from ObjectRocket 8/6/2018 15:37: Update: We have identified the issue and are working to roll out the fix in ORD to the impacted Redis instances. We'll update again when the issue is fully resolved.

    Update from ObjectRocket 8/6/2018 15:51: Update: We are still actively working on this Redis issue and our original fix was insufficient. We are still working to resolve this incident and will keep you updated here.


    Update from ObjectRocket 8/6/2018 18:40: [Identified] Engineers have identified one source of the issue, and are working to resolve it. During this time it may appear that instances are fully available, but intermittent connectivity issues are expected as they work towards solidifying the solution.

    Embedded chat should now begin working. We continue to monitor.


    We rolled out our own fleet of servers to handle session state and all systems are now operational.
    We will keep ObjectRocket as a backup source for redundancy so issues like this are mitigated in a timely manner.
    Very sorry for the inconvenience caused and thank you for your patience.

  • ObjectRocket Session State issues - 08/06/2018
    Down

    Module: Live Chat System

    Started: Aug 06, 2018 18:37 UTC

    Ended: Aug 06, 2018 18:34 UTC


    Description:
    Our session state servers located at ObjectRocket (RackSpace) became unresponsive.
    We switched to internal Session State servers to bring the system back up and are investigating with RackSpace to troubleshoot further. We will keep you updated.

  • DDoS, Chicago datacenter - 07/05/2018
    Down

    Module: Live Chat System

    Started: Jul 05, 2018 17:32 UTC

    Ended: Jul 05, 2018 16:52 UTC


    Description:
    We experienced a broad range DDoS attack on our Chicago datacenter where about 20% of LiveHelpNow accounts are hosted.
    The attack was mitigated and all services are back up.
    RackSpace and LiveHelpnow IT are exploring ways to improve mitigation time.
    Sorry for the inconvenience caused and thank you for your patience.

  • Large scale Denial of Service attack - 05/07/2018
    Down

    Module: Live Chat System

    Started: May 07, 2018 22:06 UTC

    Ended: May 07, 2018 18:09 UTC


    Description:
    Today at around 4 PM EST our live chat service experienced a widespread issue caused by a large scale DDoS attack.
    DDoS mitigation was able to deflect the traffic.
    Very sorry for the inconvenience caused and thank you for understanding,