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  • 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

    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

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

    Module: Ticket System

    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

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

    Module: Knowledge Base System

    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

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

    Module: Callback System

    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

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

    Module: 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 22:51 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 19:01 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,

  • Emergency Maintenance - 04/14/2018
    Scheduled maintenance

    Module: Live Chat System

    Started: Apr 12, 2018 18:10 UTC

    Ended: Apr 14, 2018 07:00 UTC


    Description:
    Emergency System Maintenance. Expect intermittent down time.

  • Emergency Maintenance - 04/14/2018
    Scheduled maintenance

    Module: Ticket System

    Started: Apr 12, 2018 18:10 UTC

    Ended: Apr 14, 2018 07:00 UTC


    Description:
    Emergency System Maintenance. Expect intermittent down time.

  • Emergency Maintenance - 04/14/2018
    Scheduled maintenance

    Module: Knowledge Base System

    Started: Apr 12, 2018 18:10 UTC

    Ended: Apr 14, 2018 07:00 UTC


    Description:
    Emergency System Maintenance. Expect intermittent down time.

  • Emergency Maintenance - 04/14/2018
    Scheduled maintenance

    Module: Callback System

    Started: Apr 12, 2018 18:10 UTC

    Ended: Apr 14, 2018 07:00 UTC


    Description:
    Emergency System Maintenance. Expect intermittent down time.

  • Emergency Maintenance - 04/14/2018
    Scheduled maintenance

    Module: SMS Chat

    Started: Apr 12, 2018 18:10 UTC

    Ended: Apr 14, 2018 07:00 UTC


    Description:
    Emergency System Maintenance. Expect intermittent down time.