Status Page
  • Network Maintenance - 11/05/2022
    Scheduled maintenance

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

    Started: Oct 20, 2022 00:20 UTC

    Ended: Nov 05, 2022 20:00 UTC


    Description:
    LiveHelpNow will be performing network maintenance to our infrastructure on November 5th, 2022 at 16:00:00 (UTC). LiveHelpNow will no longer support TLS 1.0. You may briefly experience degraded performance during this time.

  • Network Maintenance - 09/03/2022
    Scheduled maintenance

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

    Started: Aug 11, 2022 12:37 UTC

    Ended: Sep 03, 2022 19:00 UTC


    Description:
    LiveHelpNow will be performing network maintenance to our infrastructure. You may briefly experience degraded performance during this time.

  • Network Maintenance - 08/28/2022
    Scheduled maintenance

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

    Started: Aug 11, 2022 12:36 UTC

    Ended: Aug 28, 2022 19:00 UTC


    Description:
    LiveHelpNow will be performing network maintenance to our infrastructure. You may briefly experience degraded performance during this time.

  • Network Maintenance - 06/03/2022
    Scheduled maintenance

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

    Started: May 25, 2022 16:10 UTC

    Ended: Jun 03, 2022 02:00 UTC


    Description:
    LiveHelpNow will be performing network maintenance to our infrastructure. You may briefly experience degraded performance during this time.

  • Network Maintenance - 04/24/2022
    Scheduled maintenance

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

    Started: Apr 20, 2022 17:26 UTC

    Ended: Apr 24, 2022 06:00 UTC


    Description:
    LiveHelpNow will be performing network maintenance. You may experience degraded performance during this time, although we expect this to not be the case or be minimal at most.

  • Network Outage - 04/14/2022
    Down

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

    Started: Apr 13, 2022 15:17 UTC

    Ended: Apr 14, 2022 02:05 UTC


    Description:
    We are currently experiencing a network outage that is effecting a majority of our clients. We are actively working on this and will provide update as soon as possible.

    2022-04-14 02:05:00 UTC
    The system has been restored. All users should be able to login and all system features are working normally. We will continue to closely monitor the situation to make sure the system is working as expected moving forward.

  • Outage for a small subset of customers - 12/15/2021
    Down

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

    Started: Dec 14, 2021 18:24 UTC

    Ended: Dec 15, 2021 02:38 UTC


    Description:
    We are experiencing an outage for small subset of customers located in Chicago datacenter.
    Our team is working on finding and fixing the root cause.
    [UPDATE]
    The system has been restored. We have identified issues with both our primary and backup switches. We were able replace one switch and the service is operational. It’s possible we may experience additional short interruptions as repairs continue, but our team will do everything possible to minimize them to the fullest extent possible. Thank you so much for your patience and we will work tirelessly to ensure this issue cannot happen again.

  • 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