Time: June 20, 2022, 12:52 p.m.

Status: Resolved

Update: This incident has been resolved.

Time: June 3, 2022, 7:53 p.m.

Status: Investigating

Update: On Saturday morning, June 18th, we will be doing routine upgrades and maintenance to our platform. Agents and Managers will be unable to log in and dashboard services will be down. The survey taker, public profile pages, data ingestion, and email sends will not be impacted by this. We do not expect any data loss during this time. This process will take anywhere between 6-8 hrs. Please contact [email protected] if you need additional information.

Time: March 28, 2022, 2:35 p.m.

Status: Resolved

Update: As noted previously, Experience.com Engineers forced all open and active sessions to log out last night. Any User or Account Manager / Tier Manager that left a session open on Sunday will need to log in again to resume working in our platform. In some cases, the same browser tab will be "stuck" and won't allow a re-login. Simple solution is to open a new tab in same browser session or new session and log in from https://app.experience.com/user/signin. Any User or Account/Tier Manager with any issues logging in should submit a case immediately to [email protected]. The Customer Support Crew will attempt to prioritize these issues to get you back into the platform as quickly as possible.

Time: March 25, 2022, 10:03 p.m.

Status: Identified

Update: Our engineers released a minor code update on Wed night / Thur morning (3/24/22) to improve performance. The release was intended to be invisible to all Users and Tier Managers. A side-effect of this release was that some Users or Tier / Account Managers would be unable to see any of the left side menu options normally available (Dashboard, Hierarchy, Settings, Listings, Reviews Management, Campaigns, Reports, Widgets). Since the menu did not load, the User or Tier / Account Manager were unable to access any portion of the platform other than the Dashboard. There is an easy solution that has worked for most customers who have submitted a ticket to Support and reported this issue. Simply log out and log back into Experience.com and the menus should be restored. If that does not work, check the browser you are using. We recommend Google Chrome and suggest updating to the newest versions which have the latest in security features. Those versions are: Version 99.0.4844.84 for Mac, 99.0.4844.84 for Windows, 99.0.4844.88 for Android and 99.0.4844.59 for iOS. For most people updating Chrome version at this time is not necessary; but it is recommended when convenient for you. To reduce inconvenience to the thousands of Users of Experience.com; our engineers will force all open/active sessions to log out overnight Sunday night into Monday morning (3/28/22). Any unsaved work may be lost. We regret the inconvenience, but we made this decision in the best interest of the largest number of Users.

Time: March 18, 2022, 12:33 p.m.

Status: Postmortem

Update: # **Incident Report** **Status:** Resolved # **Incident Summary** Region Tier Managers were unable to see Branch users in the Users tab of Hierarchy.  # **Incident Description** Region Tier Managers were unable to see Branch users in the Users tab of Hierarchy, and therefore could not perform edit actions on them. However, these users could be seen under the Hierarchy tab for their respective branches.  # **Incident Timeline** This incident spanned from ~March 16, 2022 at 1 AM EST to ~March 17, 2022 at 12:30 AM EST.  # **Incident Impact** Region Tier Managers could not see and, therefore, take profile and permission actions on Branch users within the respective Region which they managed. # **Root Cause** The temporary loss of visibility in the Users tab was caused by an unterminated string in the code.  # **Remediation** Code updates have been made and deployed on March 17th, 2022. # **Follow Up Actions** No follow up actions at this time. Some Region Managers may need to log out and log back in to see users.

Time: March 17, 2022, 3:21 p.m.

Status: Resolved

Update: As of 6:45 am EDT today (Thursday, March 17, 2022) - our Engineering Team has informed us that this issue has been resolved completely. Testing by Customer Support verifies this finding. Should you encounter this issue; please do not hesitate to submit a new Support Case by email to [email protected] or via the compass icon in the upper right corner when you are logged into Experience.com

Time: March 16, 2022, 11:53 p.m.

Status: Investigating

Update: There have been several verifiable reports from clients that Tier Managers are unable to view all Users within their Tier(s). Our Support Crew has replicated the issue in a test account as well as witnessed it on screen sharing with customers. Due to the belief this issue is widespread and impacts Tier Managers' ability to deactivate and move Users, we have assigned this issue the highest priority as of 3/16/22 at 7:00 pm EDT. Our Engineers will be actively looking into the issue all night and we are optimistic to have an update in the morning. If you are a Tier Manager and you are unable to view the Users in the branches under your management, please feel free to submit a case to the Concierge Customer Support Crew by email ([email protected]). Please use subject : Tier Manager Unable to See Users. This may help us identify if this issue is more complex or widespread than we currently believe.

Time: March 16, 2022, 3:20 p.m.

Status: Resolved

Update: After monitoring for several days, we conclude this issue is resolved.

Time: March 11, 2022, 12:30 p.m.

Status: Monitoring

Update: We will leave this incident in Monitoring Status for the next several days in case we see a repeat of the issue.

Time: March 11, 2022, 12:29 p.m.

Status: Identified

Update: We have identified that 27 accounts were impacted on the first attempt. 20 were impacted on the 2nd attempt. 7 of the first 27 that failed, were successful on the second attempt. Our engineers attempted a 3rd time and all 20 that had failed were successful.

Time: March 11, 2022, 12:20 p.m.

Status: Investigating

Update: At approx. 3 am EST on Friday, March 11, 2022; Experience.com began to receive notifications of failed connections with Encompass for numerous clients who use Encompass as their system of record. This continued for about 45 minutes. There were about 17-20 campaigns impacted. As per our protocol, the system automatically re-tried all failed connections again beginning at approx. 5 am EST. It appears most of those connections that failed earlier, failed again. Engineers have been alerted and are investigating the cause of the data interruption. It does not appear to be impacting all Experience.com clients that use Encompass and there appears to be no impact for clients that utilize other systems of record or deliver data via SFTP. We will update the situation as information becomes available. Impact Statement - for those clients that use Encompass as their LOS and deliver transaction data to Experience.com via the Encompass API connection it is possible we did not ingest any transaction data overnight from transactions that closed on March 10, 2022. Actions you should take - You may submit a ticket to Support to let us know that surveys have not gone out for your company's campaign(s). We DO NOT recommend sending surveys manually because we anticipate rectifying the situation shortly.

Time: March 10, 2022, 5:21 p.m.

Status: Resolved

Update: Issues prior to January 26, 2022 can be found at https://bit.ly/sysstat22

Time: March 10, 2022, 5:21 p.m.

Status: Investigating

Update: We have migrated our system status to this new page. Issues prior to January 26, 2022 can be found at https://bit.ly/sysstat22