tag:status.ada.support,2005:/historyAda Status - Incident History2024-03-27T22:49:20-04:00Adatag:status.ada.support,2005:Incident/201374882024-03-01T19:47:05-05:002024-03-01T19:47:05-05:00Investigating issues with Knowledge Hub updates<p><small>Mar <var data-var='date'> 1</var>, <var data-var='time'>19:47</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Mar <var data-var='date'> 1</var>, <var data-var='time'>18:05</var> EST</small><br><strong>Monitoring</strong> - Ada is currently monitoring the article updates and we anticipate they will be up-to-date within the next several hours.</p><p><small>Mar <var data-var='date'> 1</var>, <var data-var='time'>15:37</var> EST</small><br><strong>Identified</strong> - The issue has been identified and Ada is implementing a fix.</p><p><small>Mar <var data-var='date'> 1</var>, <var data-var='time'>15:15</var> EST</small><br><strong>Investigating</strong> - Ada is investigating an issue with delayed article updates to the Knowledge Hub. This will only affect new articles and articles updated added to the Knowledge Hub after 11 AM ET today. We will continue to provide updates every 30 minutes.</p>tag:status.ada.support,2005:Incident/199229172024-02-06T12:25:04-05:002024-02-06T12:25:04-05:00Investigating issues with Ada Proactive Campaign services<p><small>Feb <var data-var='date'> 6</var>, <var data-var='time'>12:25</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Feb <var data-var='date'> 6</var>, <var data-var='time'>12:09</var> EST</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Feb <var data-var='date'> 6</var>, <var data-var='time'>11:45</var> EST</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Feb <var data-var='date'> 6</var>, <var data-var='time'>11:11</var> EST</small><br><strong>Investigating</strong> - Some customers are experiencing issues with our Proactive Campaign services. This is affecting some chatters interacting with Ada bots.<br />We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes.<br />We will continue to share status updates every 30 minutes.</p>tag:status.ada.support,2005:Incident/195210792024-01-23T15:30:06-05:002024-01-23T15:30:06-05:00Primary Database Upgrade - US Cluster<p><small>Jan <var data-var='date'>23</var>, <var data-var='time'>15:30</var> EST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Jan <var data-var='date'>23</var>, <var data-var='time'>09:31</var> EST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Dec <var data-var='date'>24</var>, <var data-var='time'>13:24</var> EST</small><br><strong>Scheduled</strong> - Ada will be upgrading out primary database for our main Production cluster in the US. We do not expect any downtime during this window.</p>tag:status.ada.support,2005:Incident/195210602024-01-18T15:30:19-05:002024-01-18T15:30:19-05:00Primary Database Upgrade - EU Cluster<p><small>Jan <var data-var='date'>18</var>, <var data-var='time'>15:30</var> EST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Jan <var data-var='date'>18</var>, <var data-var='time'>09:30</var> EST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Dec <var data-var='date'>24</var>, <var data-var='time'>13:19</var> EST</small><br><strong>Scheduled</strong> - Ada will be upgrading out primary database for our main Production cluster in EU. We do not expect any downtime during this window.</p>tag:status.ada.support,2005:Incident/196914962024-01-12T15:49:14-05:002024-01-12T15:49:14-05:00Investigating issues with Ada Voice service<p><small>Jan <var data-var='date'>12</var>, <var data-var='time'>15:49</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jan <var data-var='date'>12</var>, <var data-var='time'>15:37</var> EST</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Jan <var data-var='date'>12</var>, <var data-var='time'>15:26</var> EST</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Jan <var data-var='date'>12</var>, <var data-var='time'>15:24</var> EST</small><br><strong>Investigating</strong> - Some customers are experiencing issues with our Voice services. This is affecting some chatters interacting with Ada Voice bots.<br />We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes.<br />We will continue to share status updates every 30 minutes.</p>tag:status.ada.support,2005:Incident/195210322024-01-09T15:30:14-05:002024-01-09T15:30:14-05:00Primary Database Upgrade - Canadian Cluster<p><small>Jan <var data-var='date'> 9</var>, <var data-var='time'>15:30</var> EST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Jan <var data-var='date'> 9</var>, <var data-var='time'>09:31</var> EST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Dec <var data-var='date'>24</var>, <var data-var='time'>13:13</var> EST</small><br><strong>Scheduled</strong> - Ada will be upgrading out primary database for our main Production cluster in Canada. We do not expect any downtime during this window.</p>tag:status.ada.support,2005:Incident/196583772024-01-09T11:38:00-05:002024-01-09T11:39:09-05:00SMS Provider Maintenance<p><strong>THIS IS A SCHEDULED EVENT Jan <var data-var='date'>9</var>, <var data-var='time'>11:38</var> EST - Jan <var data-var='date'>11</var>, <var data-var='time'>06:03</var> EST</strong></p><p><small>Jan <var data-var='date'> 9</var>, <var data-var='time'>11:37</var> EST</small><br><strong>Scheduled</strong> - Some chatters may experience delays in messaging due to ongoing maintenance from one of our providers. For more details see here (https://status.twilio.com/)</p>tag:status.ada.support,2005:Incident/193368312023-12-05T12:36:49-05:002023-12-05T12:36:49-05:00Investigating issues with EU Ada Chat services<p><small>Dec <var data-var='date'> 5</var>, <var data-var='time'>12:36</var> EST</small><br><strong>Resolved</strong> - The incident due to an Ada provider has been resolved.</p><p><small>Dec <var data-var='date'> 5</var>, <var data-var='time'>12:25</var> EST</small><br><strong>Investigating</strong> - Customers are experiencing issues with our chat services in the EU region. This is affecting some chatters interacting with Ada bots.<br />We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes. We will continue to share status updates every 30 minutes.</p>tag:status.ada.support,2005:Incident/191207922023-11-14T15:13:16-05:002023-11-14T15:13:16-05:00Investigating issues with Ada Voice service<p><small>Nov <var data-var='date'>14</var>, <var data-var='time'>15:13</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Nov <var data-var='date'>14</var>, <var data-var='time'>14:51</var> EST</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Nov <var data-var='date'>14</var>, <var data-var='time'>14:41</var> EST</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented. Some functionality has been restored to the Voice service.</p><p><small>Nov <var data-var='date'>14</var>, <var data-var='time'>14:22</var> EST</small><br><strong>Investigating</strong> - Customers are experiencing issues with our Voice services. This is affecting callers interacting with Ada Voice bots.<br />We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes.<br />We will continue to share status updates every 30 minutes.</p>tag:status.ada.support,2005:Incident/191187492023-11-14T13:15:22-05:002023-11-14T13:15:22-05:00Outage on chatbots hosted in the EU cluster<p><small>Nov <var data-var='date'>14</var>, <var data-var='time'>13:15</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Nov <var data-var='date'>14</var>, <var data-var='time'>12:57</var> EST</small><br><strong>Update</strong> - We are continuing to monitor for any further issues.</p><p><small>Nov <var data-var='date'>14</var>, <var data-var='time'>12:43</var> EST</small><br><strong>Monitoring</strong> - Our processor has implemented a fix and we are monitoring the results</p><p><small>Nov <var data-var='date'>14</var>, <var data-var='time'>12:19</var> EST</small><br><strong>Update</strong> - Our processor continues to work on a fix for this issue.</p><p><small>Nov <var data-var='date'>14</var>, <var data-var='time'>11:51</var> EST</small><br><strong>Update</strong> - Our processor continues to work on a fix for this issue.</p><p><small>Nov <var data-var='date'>14</var>, <var data-var='time'>11:22</var> EST</small><br><strong>Update</strong> - Our processor continues to work on a fix for this issue. They have reported improvements on the incident rate.</p><p><small>Nov <var data-var='date'>14</var>, <var data-var='time'>10:54</var> EST</small><br><strong>Update</strong> - We are continuing to work on a fix for this issue.</p><p><small>Nov <var data-var='date'>14</var>, <var data-var='time'>10:25</var> EST</small><br><strong>Identified</strong> - We've identified an incident with one of our Processor vendors that is causing outages for chatbots in our EU cluster. Only web channels are affected so users interacting with EU bots in other channels (Eg. SMS, Facebook, etc) will still receive responses from chatbots.</p>tag:status.ada.support,2005:Incident/190579152023-11-08T10:44:15-05:002023-11-08T10:44:15-05:00Investigating issues with Ada Chat services<p><small>Nov <var data-var='date'> 8</var>, <var data-var='time'>10:44</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Nov <var data-var='date'> 8</var>, <var data-var='time'>10:32</var> EST</small><br><strong>Monitoring</strong> - Services are stable and we are continuing to monitor.</p><p><small>Nov <var data-var='date'> 8</var>, <var data-var='time'>09:53</var> EST</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Nov <var data-var='date'> 8</var>, <var data-var='time'>09:27</var> EST</small><br><strong>Investigating</strong> - Some customers are experiencing issues with our Generative and Hybrid chat services. This is affecting some chatters interacting with Ada bots.<br />We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes.<br />We will continue to share status updates every 30 minutes.</p>tag:status.ada.support,2005:Incident/190014222023-11-02T13:34:03-04:002023-11-02T13:34:03-04:00Investigating issues with Zendesk Ticketing API<p><small>Nov <var data-var='date'> 2</var>, <var data-var='time'>13:34</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Nov <var data-var='date'> 2</var>, <var data-var='time'>13:12</var> EDT</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Nov <var data-var='date'> 2</var>, <var data-var='time'>13:02</var> EDT</small><br><strong>Update</strong> - We are continuing to work on a fix for this issue.</p><p><small>Nov <var data-var='date'> 2</var>, <var data-var='time'>12:30</var> EDT</small><br><strong>Update</strong> - We are continuing to work on a fix for this issue.</p><p><small>Nov <var data-var='date'> 2</var>, <var data-var='time'>12:10</var> EDT</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Nov <var data-var='date'> 2</var>, <var data-var='time'>11:52</var> EDT</small><br><strong>Investigating</strong> - Some customers are experiencing issues with the Zendesk ticketing API. This is affecting Zendesk Ticketing API users only. Chatters interacting with your bot are unaffected. <br />We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes.<br />We will continue to share status updates every 30 minutes.</p>tag:status.ada.support,2005:Incident/189936412023-11-01T18:44:04-04:002023-11-01T18:44:04-04:00Bot not loading for some chatters on embedded pages<p><small>Nov <var data-var='date'> 1</var>, <var data-var='time'>18:44</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Nov <var data-var='date'> 1</var>, <var data-var='time'>18:11</var> EDT</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Nov <var data-var='date'> 1</var>, <var data-var='time'>18:01</var> EDT</small><br><strong>Update</strong> - We are continuing to work on a fix for this issue.</p><p><small>Nov <var data-var='date'> 1</var>, <var data-var='time'>17:55</var> EDT</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Nov <var data-var='date'> 1</var>, <var data-var='time'>17:26</var> EDT</small><br><strong>Investigating</strong> - We are currently investigating this issue.</p>tag:status.ada.support,2005:Incident/189135062023-10-24T12:44:53-04:002023-10-24T12:44:53-04:00Investigating issues with Ada Chat services<p><small>Oct <var data-var='date'>24</var>, <var data-var='time'>12:44</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Oct <var data-var='date'>24</var>, <var data-var='time'>11:44</var> EDT</small><br><strong>Monitoring</strong> - We're seeing traffic and performance return to normal. The team will keep monitoring for spikes in traffic that may affect service performance</p><p><small>Oct <var data-var='date'>24</var>, <var data-var='time'>11:31</var> EDT</small><br><strong>Identified</strong> - The team is seeing another spike in traffic that may affect performance. Some users may have trouble loading the chatbot window and dashboard.</p><p><small>Oct <var data-var='date'>24</var>, <var data-var='time'>11:18</var> EDT</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Oct <var data-var='date'>24</var>, <var data-var='time'>11:14</var> EDT</small><br><strong>Update</strong> - We're seeing an improvement in service performance. Users should see the improvements now as the increased resources process the additional traffic.</p><p><small>Oct <var data-var='date'>24</var>, <var data-var='time'>10:59</var> EDT</small><br><strong>Identified</strong> - The team has identified a large spike in traffic to our services that are causing degradation in performance for some users. We're working on increasing the number of resources to meet the increased demand.</p><p><small>Oct <var data-var='date'>24</var>, <var data-var='time'>10:40</var> EDT</small><br><strong>Investigating</strong> - Some customers are experiencing issues with our chat services. This is affecting some chatters interacting with Ada bots.<br />We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes. We will continue to share status updates every 30 minutes.</p>tag:status.ada.support,2005:Incident/188428302023-10-18T00:30:00-04:002023-10-18T13:15:50-04:00Delay in Messaging in Social channels and Zendesk Messaging<p><small>Oct <var data-var='date'>18</var>, <var data-var='time'>00:30</var> EDT</small><br><strong>Resolved</strong> - Some chatters may have experienced a delay in sending/receiving their messages due to an incident with the Zendesk Messaging and Sunshine conversation services. Our team has seen that the issue has been fixed and chatters will receive messages as normal through Zendesk Messaging and Social channels (eg. Whatsapp, SMS, Facebook, etc.).</p>tag:status.ada.support,2005:Incident/187342272023-10-09T19:49:23-04:002023-10-09T19:49:23-04:00Investigating issues with Analytics<p><small>Oct <var data-var='date'> 9</var>, <var data-var='time'>19:49</var> EDT</small><br><strong>Resolved</strong> - The team has confirmed that analytic data is once again being captured in the admin dashboard reports. Data may be missing from earlier hours but will backfill by the end of the day.</p><p><small>Oct <var data-var='date'> 9</var>, <var data-var='time'>19:23</var> EDT</small><br><strong>Monitoring</strong> - A fix has been implemented by our team and we will continue to monitor for any additional issues</p><p><small>Oct <var data-var='date'> 9</var>, <var data-var='time'>16:46</var> EDT</small><br><strong>Identified</strong> - The team has discovered an issue with our AWS service and we’re working with them to address a hardware failure impacting our reporting pages.</p><p><small>Oct <var data-var='date'> 9</var>, <var data-var='time'>16:00</var> EDT</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Oct <var data-var='date'> 9</var>, <var data-var='time'>15:00</var> EDT</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Oct <var data-var='date'> 9</var>, <var data-var='time'>14:04</var> EDT</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Oct <var data-var='date'> 9</var>, <var data-var='time'>13:14</var> EDT</small><br><strong>Investigating</strong> - Some customers are experiencing a delay with their Analytics reports. This is affecting Ada Dashboard users (chatters are not affected). <br />We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes.</p>tag:status.ada.support,2005:Incident/185380512023-09-18T12:44:00-04:002023-09-18T15:13:36-04:00Investigating Network Issues<p><small>Sep <var data-var='date'>18</var>, <var data-var='time'>12:44</var> EDT</small><br><strong>Resolved</strong> - From 12:44 PM to 2:50 PM EST on Sept 18, Ada investigated network issues related to a partner component affecting our US production cluster. A small subset of end users may have experienced slight latency or intermittent communication issues and prompted with a retry.</p>tag:status.ada.support,2005:Incident/185048562023-09-14T18:03:38-04:002023-09-14T18:03:38-04:00Degraded performance in Generative Replies<p><small>Sep <var data-var='date'>14</var>, <var data-var='time'>18:03</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Sep <var data-var='date'>14</var>, <var data-var='time'>17:57</var> EDT</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Sep <var data-var='date'>14</var>, <var data-var='time'>17:38</var> EDT</small><br><strong>Investigating</strong> - Bot using Generative Replies are experiencing degraded performance with this feature. Chatters may not get responses when the bot is presenting answers generated from this feature. Chat bots not using this feature are unaffected by this incident.</p>tag:status.ada.support,2005:Incident/184384852023-09-09T02:01:31-04:002023-09-09T02:01:31-04:00Partner Component Maintenance MT1 and EU Cluster<p><small>Sep <var data-var='date'> 9</var>, <var data-var='time'>02:01</var> EDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Sep <var data-var='date'> 9</var>, <var data-var='time'>00:00</var> EDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Sep <var data-var='date'> 8</var>, <var data-var='time'>14:13</var> EDT</small><br><strong>Scheduled</strong> - Ada's service provider and partner Pusher will be performing a scheduled maintenance from 04:00 AM UTC- 06:00 AM UTC. This scheduled maintenance may affect the reliability of Bots on the EU Cluster. For more details see https://status.pusher.com/incidents/mx5jrd81d2g0</p>tag:status.ada.support,2005:Incident/184097022023-09-06T16:54:24-04:002023-09-06T16:54:24-04:00Investigating issues with Ada Chat services<p><small>Sep <var data-var='date'> 6</var>, <var data-var='time'>16:54</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Sep <var data-var='date'> 6</var>, <var data-var='time'>16:15</var> EDT</small><br><strong>Update</strong> - A fix has been deployed and the Ada team will continue to monitor.</p><p><small>Sep <var data-var='date'> 6</var>, <var data-var='time'>16:02</var> EDT</small><br><strong>Update</strong> - We are continuing to monitor for any further issues.</p><p><small>Sep <var data-var='date'> 6</var>, <var data-var='time'>15:06</var> EDT</small><br><strong>Update</strong> - Some users have reported issues loading the admin dashboard (eg. Reports tab, build tab). The team is investigating the cause of these reports. Front-end chatters seem unaffected at the moment.</p><p><small>Sep <var data-var='date'> 6</var>, <var data-var='time'>14:09</var> EDT</small><br><strong>Update</strong> - The push to switchover the pod has been released. Chats will return to normal as users pull the latest version in their session.</p><p><small>Sep <var data-var='date'> 6</var>, <var data-var='time'>13:56</var> EDT</small><br><strong>Update</strong> - Our team continues to work on the required changes.</p><p><small>Sep <var data-var='date'> 6</var>, <var data-var='time'>13:27</var> EDT</small><br><strong>Update</strong> - The affected service has reported a fix for the affected bot. Our team continues to work on the switchover to ensure a more stable pod is used while we confirm the affected pod is fully fixed.</p><p><small>Sep <var data-var='date'> 6</var>, <var data-var='time'>12:57</var> EDT</small><br><strong>Update</strong> - The team is continuing work on the service pod switch.</p><p><small>Sep <var data-var='date'> 6</var>, <var data-var='time'>12:26</var> EDT</small><br><strong>Update</strong> - The team has identified a drop in performance. Additional work is being done to direct traffic to more stable pods.</p><p><small>Sep <var data-var='date'> 6</var>, <var data-var='time'>11:58</var> EDT</small><br><strong>Monitoring</strong> - Connection rates have returned to acceptable parameters. Customers may experience some latency as the affected services are working through the current workload and the team continues to monitor the issue.</p><p><small>Sep <var data-var='date'> 6</var>, <var data-var='time'>11:55</var> EDT</small><br><strong>Update</strong> - We are continuing to work on a fix for this issue.</p><p><small>Sep <var data-var='date'> 6</var>, <var data-var='time'>11:41</var> EDT</small><br><strong>Update</strong> - We are continuing to work on the fix for the issue. There are improvements in the incident rate so some customers may see fewer instances of the issue with the chat widget.</p><p><small>Sep <var data-var='date'> 6</var>, <var data-var='time'>11:10</var> EDT</small><br><strong>Identified</strong> - Some customers are experiencing issues with our chat services. This is affecting some chatters interacting with Ada bots. The issue has been identified as the result of a third party websocket failure and our technical team is actively working with their representatives to resolve this and monitor their implemented solution.</p>tag:status.ada.support,2005:Incident/184005442023-09-05T19:28:52-04:002023-09-05T19:28:52-04:00Investigating issues with Ada Chat services<p><small>Sep <var data-var='date'> 5</var>, <var data-var='time'>19:28</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Sep <var data-var='date'> 5</var>, <var data-var='time'>18:07</var> EDT</small><br><strong>Monitoring</strong> - Some customers are experiencing issues with our chat services. This is affecting some chatters interacting with Ada bots. This is not currently affecting EU cluster clients. The issue is the result of a third party websocket failure and our technical team is actively working with their representatives to resolve this and monitor their implemented solution. We're sorry for the inconvenience this causes.<br />We will continue to share status updates every 30 minutes.</p>tag:status.ada.support,2005:Incident/184001072023-09-05T17:43:36-04:002023-09-05T18:02:07-04:00Investigating issues with Ada Chat services<p><small>Sep <var data-var='date'> 5</var>, <var data-var='time'>17:43</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Sep <var data-var='date'> 5</var>, <var data-var='time'>17:28</var> EDT</small><br><strong>Monitoring</strong> - A fix has been implemented by our third party partner and we are currently monitoring the incident for any further issues.</p><p><small>Sep <var data-var='date'> 5</var>, <var data-var='time'>17:21</var> EDT</small><br><strong>Identified</strong> - The source of the issue has been identified as a third party websocket failure and this outage DOES NOT affect our EU clients.</p><p><small>Sep <var data-var='date'> 5</var>, <var data-var='time'>17:18</var> EDT</small><br><strong>Investigating</strong> - Some customers are experiencing issues with our chat services running slow/failing to load. This is affecting some chatters interacting with Ada bots.<br />We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes.<br />We will continue to share status updates every 30 minutes.</p>tag:status.ada.support,2005:Incident/179712442023-07-27T02:47:23-04:002023-07-27T02:47:23-04:00Salesforce handoff issue<p><small>Jul <var data-var='date'>27</var>, <var data-var='time'>02:47</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>22:57</var> EDT</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>22:42</var> EDT</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>22:11</var> EDT</small><br><strong>Investigating</strong> - We are currently having some issues with the Salesforce handoff and we are working on it.</p>tag:status.ada.support,2005:Incident/179669002023-07-26T12:27:31-04:002023-07-26T12:27:31-04:00Investigating issues with Ada Dashboard - Unable to Modify/Create Action App Blocks<p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>12:27</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>12:22</var> EDT</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>12:19</var> EDT</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>12:16</var> EDT</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>11:51</var> EDT</small><br><strong>Investigating</strong> - Some customers are experiencing issues with the Ada Dashboard. This is affecting Ada Dashboard users only. Chatters interacting with your bot are unaffected. The current symptoms appear to be Dashboard users unable to modify/create/save Action App blocks which are displaying an orange banner message reading "Please select a variable or text for the required Input field." The current operation of existing blocks is not affected.<br />We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes.<br />We will continue to share status updates every 30 minutes.</p>tag:status.ada.support,2005:Incident/179637502023-07-26T07:45:07-04:002023-07-26T07:45:07-04:00End users are not receiving Salesforce agent messages for bots in the Maple cluster.<p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>07:45</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>06:45</var> EDT</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>05:58</var> EDT</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>04:53</var> EDT</small><br><strong>Investigating</strong> - We are currently investigating this issue.</p>