Time: Sept. 16, 2022, 11:39 p.m.

Status: Postmortem

Update: On September 15, 2022, at 6:02 AM PST, users began to report delays in generating reports. Upon investigation, we saw a significantly higher volume of API calls than normal. This resulted in degraded performance for all customer report generation and API calls. It was quickly determined that we needed to improve our capacity to absorb high agent traffic. Our engineering team did their best to minimize the impact. At 9:40 AM PST, we deployed a hotfix that resolved this issue.

Time: Sept. 15, 2022, 6:33 p.m.

Status: Resolved

Update: An update has been deployed to fix this delay and report generation should perform at normal speeds once again.

Time: Sept. 15, 2022, 4:32 p.m.

Status: Monitoring

Update: We have deployed a fix to our live environment to address this issue and we are now monitoring.

Time: Sept. 15, 2022, 3:18 p.m.

Status: Identified

Update: We have identified an issue this morning affecting the speed at which reports are generated. Teams are mobilized and working towards a resolution as quickly as possible. Reports may take a bit longer to generate but should complete after a brief delay. If you do not see the notification that your report has completed, please refresh the page and check the notification bell icon in the top right to locate your completed report.

Time: Sept. 14, 2022, 4:31 p.m.

Status: Postmortem

Update: Thank you for being so patient as we took a closer look into reports that users may have experienced difficulty playing back call recordings older than 2022-07-01. Our engineers found an outstanding issue that caused this functionality to endure a minor impact and deployed a fix the correct this behavior. We apologize for the interruption that this may have caused. Please let us know if you have any questions or concerns.

Time: Sept. 8, 2022, 4:02 p.m.

Status: Resolved

Update: We have deployed a hotfix to address this issue. Call recording playback should function normally once again for calls prior to 2022-07-01.

Time: Sept. 8, 2022, 3:22 p.m.

Status: Identified

Update: We identified an issue where users may be unable to play recordings from calls prior to 2022-07-01. We are working on a hotfix to address this as soon as possible.

Time: Sept. 1, 2022, 10:11 p.m.

Status: Postmortem

Update: **Issue Reported: 2022-8-31 7:11 AM** **Issue Resolved: 2022-8-31 7:47 PM** On August 31, 2022, from 7:11 AM PST, Customers may have experienced service degradation with changes made from the Admin Dashboard. Our engineering team did their best to minimize the impact by having the clients' clear Cache and Cookies at 7:47 AM PST, which provided a quick & temporary resolution. At 2:37 PM PST, we deployed a hotfix that resolved this issue. Admin users can make changes once again without taking the prerequisite step of clearing Cache and Cookies. Convoso aims to provide a reliable service experience for our customers. It is our priority to stabilize your service as soon as possible. We are genuinely sorry for any inconvenience that this may have caused you.

Time: Aug. 31, 2022, 9:39 p.m.

Status: Resolved

Update: At 12:00 PM PST we deployed a hotfix that, after monitoring, we have confirmed resolved this issue. Admin users should be able to make changes once again without having to take the prerequisite step of clearing Cache and Cookies.

Time: Aug. 31, 2022, 7:34 p.m.

Status: Monitoring

Update: A fix has been tested and implemented and at this time we are monitoring the issue to verify complete resolution.

Time: Aug. 31, 2022, 2:47 p.m.

Status: Identified

Update: We've identified the cause of this issue. If you or your users are experiencing this, please clear your browser Cache and Cookies and restart Convoso. We are actively working on a backend fix to address this issue.

Time: Aug. 31, 2022, 1:55 p.m.

Status: Investigating

Update: We are currently investigating an issue where changes made from the Admin Dashboard are being reverted to the previous setting.

Time: Aug. 20, 2022, 1:06 a.m.

Status: Postmortem

Update: Issue Reported: 2022-8-18 6:00 AM Issue Resolved: 2022-8-18 8:40 AM ‌ On Thursday, 8-18-2022, we discovered a discrepancy where clients experienced trouble with manual and automatic refill of minutes. As soon as clients started reporting issues, our engineering team began investigating and found the cause of the problem within our billing server. ‌ We are implementing additional safeguards and measures to prevent similar cases. ‌ Convoso aims to provide a reliable service experience for our customers. It is our priority to stabilize your service as soon as possible. We are genuinely sorry for any inconvenience that this may have caused you.

Time: Aug. 18, 2022, 7:13 p.m.

Status: Resolved

Update: This incident has been resolved.

Time: Aug. 18, 2022, 4:08 p.m.

Status: Monitoring

Update: We are continuing to monitor for any further issues.

Time: Aug. 18, 2022, 3:55 p.m.

Status: Monitoring

Update: This issue has been identified and have we implemented a fix. At this time we will continue to monitor this situation.

Time: Aug. 18, 2022, 3:25 p.m.

Status: Investigating

Update: We are currently investigating an issue regarding manual and automatic refill of minutes. At this time we are implementing a temporary fix and will be working on keeping clients from being further impacted.

Time: Aug. 5, 2022, 10:40 p.m.

Status: Postmortem

Update: At approximately 05:22 AM PST 08/4/2022, several clients reported the inability to generate \(reports, logs, and recordings\). The root cause was a routine database cleanup operation that went longer than expected. The engineers were able to implement a temporary solution in the meantime while working on the solution after hours. Convoso aims to provide a reliable service experience for our customers. It is our priority to stabilize your service as soon as possible. We are genuinely sorry for any inconvenience that this may have caused you.

Time: Aug. 4, 2022, 4:13 p.m.

Status: Resolved

Update: This incident has been resolved.

Time: Aug. 4, 2022, 1:24 p.m.

Status: Monitoring

Update: We have identified the issue and a fix has been implemented and we will continue to monitor this. At this time, reporting should be back to normal operational functionality.

Time: Aug. 4, 2022, 1:15 p.m.

Status: Identified

Update: We are currently investigating an issue that results in delays in report generation.