Get email notifications whenever LiveHelpNow creates or updates an incident.
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
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
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
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.
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.
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.
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,
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.
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.
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.
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.
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.
Module: Live Chat System
Started: Apr 09, 2018 19:36 UTC
Ended: Apr 09, 2018 23:00 UTC
Description:
Emergency System Maintenance. Expect intermittent down time.
Module: Ticket System
Started: Apr 09, 2018 19:36 UTC
Ended: Apr 09, 2018 23:00 UTC
Description:
Emergency System Maintenance. Expect intermittent down time.
Module: Knowledge Base System
Started: Apr 09, 2018 19:36 UTC
Ended: Apr 09, 2018 23:00 UTC
Description:
Emergency System Maintenance. Expect intermittent down time.