Time: Aug. 14, 2023, 6:14 p.m.

Status: Resolved

Update: All services have been restored and are operating normally. We have resolved a performance degradation on Files.com which affected FTP services in the US region, causing transfers to be slower than normal. Other services on the platform may have seen minor performance effects during this timeframe. This incident occurred between the times of 8:52 a.m. to 11:08 a.m. PST. We will follow up with an Incident Report within ten (10) business days including the root cause and steps taken to address the root cause. If you need additional support, please do not hesitate to contact our Customer Support team by email or phone. Thanks for your support while we resolved this issue.

Time: Aug. 14, 2023, 5:24 p.m.

Status: Investigating

Update: We have isolated the performance degradation to FTP transfers (SFTP is no longer impacted). FTP transactions should still complete, however the performance may be slower than normal. We will provide additional details as they become available. Customers with urgent questions are encouraged to contact our Customer Support team by email. Thank you for your patience.

Time: Aug. 14, 2023, 5:09 p.m.

Status: Investigating

Update: We are investigating a major performance degradation and/or elevated error rates that is affecting certain Files.com network services in our primary USA region. We will provide additional details as they become available. Customers with urgent questions are encouraged to contact our Customer Support team by email. Thank you for your patience.

Time: July 27, 2023, 5:39 p.m.

Status: Resolved

Update: We have resolved a major outage on Files.com which affected all Files.com core and auxiliary services in all regions. Services were down from 10:22 a.m. to 10:27 a.m., with a total downtime of 5 minutes. All services have been restored and are operating normally. Our engineers have confirmed that all systems have returned to normal. If you continue to experience any issues, please contact our Customer Support team by email or phone. We will follow up with an Incident Report within ten (10) business days including the root cause and steps taken to address the root cause. Thanks for your support while we resolved this issue.

Time: July 27, 2023, 5:39 p.m.

Status: Resolved

Update: We have resolved a major outage on Files.com which affected all Files.com core and auxiliary services in all regions. Services were down from 10:22 a.m. to 10:27 a.m., with a total downtime of 5 minutes. All services have been restored and are operating normally. Our engineers have confirmed that all systems have returned to normal. If you continue to experience any issues, please contact our Customer Support team by email or phone. We will follow up with an Incident Report within ten (10) business days including the root cause and steps taken to address the root cause. Thanks for your support while we resolved this issue.

Time: July 1, 2023, 12:37 a.m.

Status: Resolved

Update: All services have been restored and are operating normally. We have resolved a situation causing slight error rates and delays to batch and scheduled operations, including moves, copies, and batch file deletion operations. Operations were delayed beginning at 10:00 a.m. PST and ending by 5:30 p.m. PST. All operations did successfully complete despite delays. Preview jobs and some sync jobs were affected for less than 20 minutes during this timeframe. This situation impacted a small proportion of customers. This situation was only a delay of scheduled and batch processing and did not affect real-time operations such as FTP, SFTP, AS2, and other operations where Files.com acts as a server. We will follow up with an Incident Report within ten (10) business days including the root cause and steps taken to address the root cause. If you need additional support, please do not hesitate to contact our Customer Support team by email or phone. Thanks for your support while we resolved this issue.

Time: July 1, 2023, 12:10 a.m.

Status: Investigating

Update: We are investigating reports of delays to batch and scheduled operations, including some moves, copies, and deletes. This situation should not affect real-time operations such as FTP, SFTP, AS2, and other operations where Files.com acts as a server.

Time: June 30, 2023, 11:02 p.m.

Status: Investigating

Update: We are investigating a major performance degradation and/or elevated error rates that is affecting all Files.com core and auxiliary services in all regions.

Time: July 1, 2023, 12:37 a.m.

Status: Resolved

Update: All services have been restored and are operating normally. We have resolved a situation causing slight error rates and delays to batch and scheduled operations, including moves, copies, and batch file deletion operations. Operations were delayed beginning at 10:00 a.m. PST and ending by 5:30 p.m. PST. All operations did successfully complete despite delays. Preview jobs and some sync jobs were affected for less than 20 minutes during this timeframe. This situation impacted a small proportion of customers. This situation was only a delay of scheduled and batch processing and did not affect real-time operations such as FTP, SFTP, AS2, and other operations where Files.com acts as a server. We will follow up with an Incident Report within ten (10) business days including the root cause and steps taken to address the root cause. If you need additional support, please do not hesitate to contact our Customer Support team by email or phone. Thanks for your support while we resolved this issue.

Time: July 1, 2023, 12:10 a.m.

Status: Investigating

Update: We are investigating reports of delays to batch and scheduled operations, including some moves, copies, and deletes. This situation should not affect real-time operations such as FTP, SFTP, AS2, and other operations where Files.com acts as a server.

Time: June 30, 2023, 11:02 p.m.

Status: Investigating

Update: We are investigating a major performance degradation and/or elevated error rates that is affecting all Files.com core and auxiliary services in all regions.