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Is there an ServiceChannel outage?

ServiceChannel status: Systems Active

Last checked: 2 minutes ago

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ServiceChannel outages and incidents

Outage and incident data over the last 30 days for ServiceChannel.

There have been 1 outages or incidents for ServiceChannel in the last 30 days.

Severity Breakdown:

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Components and Services Monitored for ServiceChannel

Outlogger tracks the status of these components for Xero:

WorkForce Active
Analytics Dashboard Active
Analytics Download Active
Data Direct Active
API Response Active
Authentication Active
Budget Insights Active
SendXML Active
SFTP Active
Universal Connector Active
SC Mobile Active
SC Provider Active
Fixxbook Active
Invoice Manager Active
IVR Active
Login Active
Proposal Manager Active
Work Order Manager Active
Asset Manager Active
Compliance Manager Active
Dashboard Active
Inventory Manager Active
Invoice Manager Active
Locations List Active
Login Active
Maps Active
Project Tracker Active
Proposal Manager Active
Supply Manager Active
Weather Active
Work Order Manager Active
Email - servicechannel.com Active
Email - servicechannel.net Active
Phone - Inbound Active
Phone - Outbound Active
Avalara Tax Calculation Service Active
Rackspace - Inbound Email Active
Twilio REST API Active
Zendesk Active
Component Status
WorkForce Active
Active
Analytics Dashboard Active
Analytics Download Active
Data Direct Active
Active
API Response Active
Authentication Active
Budget Insights Active
SendXML Active
SFTP Active
Universal Connector Active
Active
SC Mobile Active
SC Provider Active
Active
Fixxbook Active
Invoice Manager Active
IVR Active
Login Active
Proposal Manager Active
Work Order Manager Active
Active
Asset Manager Active
Compliance Manager Active
Dashboard Active
Inventory Manager Active
Invoice Manager Active
Locations List Active
Login Active
Maps Active
Project Tracker Active
Proposal Manager Active
Supply Manager Active
Weather Active
Work Order Manager Active
Active
Email - servicechannel.com Active
Email - servicechannel.net Active
Phone - Inbound Active
Phone - Outbound Active
Active
Avalara Tax Calculation Service Active
Rackspace - Inbound Email Active
Twilio REST API Active
Zendesk Active

Latest ServiceChannel outages and incidents.

View the latest incidents for ServiceChannel and check for official updates:

Updates:

  • Time: Sept. 30, 2024, 9:05 p.m.
    Status: Resolved
    Update: This incident has been resolved. All services are working as expected.
  • Time: Sept. 30, 2024, 8:37 p.m.
    Status: Monitoring
    Update: We have restored functionality to impacted services, we are monitoring the results to ensure there are no further issues.
  • Time: Sept. 30, 2024, 8:06 p.m.
    Status: Investigating
    Update: We are actively investigating degraded system performance. An update will be provided shortly. Thank you for your patience.

Updates:

  • Time: July 26, 2024, 1:16 p.m.
    Status: Postmortem
    Update: **Crowdstrike Incident Report**     **Date of Incident:**                   07/19/2024  **Time/Date Incident Started:** 07/19/2024, 01:10 am EDT  **Time/Date Stability Restored:**  07/19/2024, 05:47 am EDT  **Time/Date Incident Resolved:** 07/19/2024, 10:00 am EDT    **Users Impacted:** All users  **Frequency:** Continuous  **Impact:** Major     **Incident description:**  On 7/19/2024 at 1:10 AM, The ServiceChannel Database Administration \(DBA\) and Site Reliability Engineering \(SRE\) teams received alerts from step-based test monitors that multiple ServiceChannel systems were failing their checks. Once alerted, the DBA and SRE teams immediately began investigating the issue's cause.  ‌ **Root Cause Analysis:**  A global outage caused by Crowdstrike, a third-party vendor providing a security Endpoint Detection and Response \(EDR\) platform, temporarily impacted the performance of ServiceChannel SaaS applications.  There was no security impact as this was a third-party software component that caused the degradation of our services.    **Actions Taken:**  1. The DBA and SRE teams, in coordination with ServiceChannel Leadership, activated our business continuity and disaster recovery process, allowing business critical systems to continue operating.  2. Analysis of the problem determined there was an issue with the Crowdstrike EDR platform which ServiceChannel uses for detection of cybersecurity events.  3. Upon further investigation, the SRE team identified a mitigation strategy for each affected asset:   1. Take a snapshot of the boot drive for the affected asset.  2. Detach the impacted boot drive from the affected asset.  3. Attach each impacted boot drive to a recovery workstation.  4. Remove the corrupted Crowdstrike update file.  5. Reattach the boot drive to the asset.  6. Restart and monitor for successful return to service. The ServiceChannel SRE team applied the mitigation across all affected assets.  4. The ServiceChannel SRE team applied the mitigation across all affected assets.    **Mitigation Measures:**     1. Work with Crowdstrike to implement any Crowdstrike EDR-related availability remediation advice.  2. Investigate additional technologies, techniques, and capabilities to improve our DR solution to reduce recovery times of secondary systems.
  • Time: July 19, 2024, 2 p.m.
    Status: Resolved
    Update: This incident has been resolved. All services are working as expected.
  • Time: July 19, 2024, 9:47 a.m.
    Status: Monitoring
    Update: We have restored functionality to impacted services, we are monitoring the results to ensure there are no further issues.
  • Time: July 19, 2024, 8:42 a.m.
    Status: Investigating
    Update: We are actively investigating degraded system performance. An update will be provided shortly. Thank you for your patience.

Updates:

  • Time: July 19, 2024, 3:08 a.m.
    Status: Resolved
    Update: This incident has been resolved. All services are working as expected.
  • Time: July 19, 2024, 2:59 a.m.
    Status: Monitoring
    Update: A fix has been implemented by our third party provider. We are monitoring the results to ensure there are no further issues.
  • Time: July 18, 2024, 11:43 p.m.
    Status: Identified
    Update: We are currently dealing with a temporary disruption in our third-party Supply Manager service. At the moment, you may notice that the Supply Manager is not functioning as it should. The issue has been reported to their team, and they are actively investigating to pinpoint the cause.

Updates:

  • Time: May 28, 2024, 8:44 p.m.
    Status: Postmortem
    Update: **Dashboard Latency - Incident Report** ‌ **Date of Incident:**                               5/16/2024 **Time/Date Incident Started:**             5/16/2024, 10:18 am EDT **Time/Date Stability Restored:**   5/16/2024, 11:37 am EDT **Time/Date Incident Resolved:** 5/16/2024, 12:00 pm EDT   **Users Impacted:** Some Users **Frequency:** Intermittent **Impact:** Minor   **Incident description:** Some users of ServiceChannel that were utilizing the dashboard experienced slow loading times.   **Root Cause Analysis:** Around 10:18 AM EDT, the ServiceChannel Site Reliability Engineering \(SRE\) team was alerted to slow response times on the Dashboard, affecting customer experience. The team quickly looked into the matter and identified that one of the ServiceClick application pools was exhibiting unusually high response times. Initial attempts to rectify the issue by restarting individual nodes did not resolve the problem. Further investigation led to the decision to reboot the entire application pool for ServiceClick. This measure effectively reduced response times and returned our services to their standard operational state. ‌ **Actions Taken:** 1. Manually tested and reproduced the issue. 2. Researched, then restarted affected nodes that were reporting slow responses. 3. Retested to confirm the problem had been resolved and continued to monitor. ‌ **Mitigation Measures:**        1. Increased monitoring of our Dashboard and the ServiceClick application response times.
  • Time: May 16, 2024, 4:11 p.m.
    Status: Resolved
    Update: This incident has been resolved. All services are working as expected.
  • Time: May 16, 2024, 3:55 p.m.
    Status: Monitoring
    Update: System stability has been restored and services are functioning normally. We will continue to monitor closely for any further issues.
  • Time: May 16, 2024, 3:11 p.m.
    Status: Investigating
    Update: We are actively investigating degraded system performance. An update will be provided shortly. Thank you for your patience.

Updates:

  • Time: May 17, 2024, 8:10 p.m.
    Status: Postmortem
    Update: **Compliance Manager Outage Incident Report**     **Date of Incident:**                   5/8/2024     **Time/Date Incident Started:** 5/8/2024, 12:01 pm EDT  **Time/Date Stability Restored:**   5/8/2024, 1:30 pm EDT  **Time/Date Incident Resolved:** 5/8/2024, 1:41 pm EDT    **Users Impacted:** Users utilizing the Fixxbook Compliance Manager  **Frequency:** Duration of the incident event  **Impact:** Major  ‌ **Incident description:**  At 12:00 EDT on May 8th, the Site Reliability Engineering \(SRE\) team responded to increased error rates through alerts, followed by user reports of malfunctions within the ServiceChannel Fixxbook service. This issue affected Fixxbook users, particularly those using features of the Compliance Manager, leading to a less than ideal user experience.     **Root Cause Analysis:**  After an in-depth analysis, the Site Reliability Engineering \(SRE\) team pinpointed the errors and discovered that an incorrectly set DNS record was disrupting the functionality of the Fixxbook application. The issue was promptly resolved, and the application's performance was reinstated to full capacity. The SRE team maintained vigilant oversight to confirm the application's sustained stability.    **Actions Taken:**  1. Manually tested our services to replicate the issue.  2. Investigated system-generated alerts and identified affected platform functionality.    3. Updated DNS entry to restore functionality.  **Mitigation Measures:**     1. Introduced enhanced alerting mechanisms designed to rapidly and more precisely detect issues within the Fixxbook application components.
  • Time: May 7, 2024, 6:03 p.m.
    Status: Resolved
    Update: This incident has been resolved. All services are working as expected.
  • Time: May 7, 2024, 5:38 p.m.
    Status: Monitoring
    Update: A fix has been implemented and you should be able to view provider profiles on Fixxbook now. We will continue to monitor to ensure stability going forward.
  • Time: May 7, 2024, 4:39 p.m.
    Status: Investigating
    Update: We are actively investigating an issue with errors occurring while viewing provider profiles on Fixxbook. An update will be provided shortly. Thank you for your patience.

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Frequently Asked Questions - ServiceChannel

Is there a ServiceChannel outage?
The current status of ServiceChannel is: Systems Active
Where can I find the official status page of ServiceChannel?
The official status page for ServiceChannel is here
How can I get notified if ServiceChannel is down or experiencing an outage?
To get notified of any status changes to ServiceChannel, simply sign up to OutLogger's free monitoring service. OutLogger checks the official status of ServiceChannel every few minutes and will notify you of any changes. You can veiw the status of all your cloud vendors in one dashboard. Sign up here
What does ServiceChannel do?
ServiceChannel is a software that helps manage maintenance activities and contractor sourcing from a single platform.