Is there an ServiceChannel outage?
ServiceChannel status: Systems Active
Last checked: 10 minutes ago
Get notified about any outages, downtime or incidents for ServiceChannel and 1800+ other cloud vendors. Monitor 10 companies, for free.
Last checked: 10 minutes ago
Get notified about any outages, downtime or incidents for ServiceChannel and 1800+ other cloud vendors. Monitor 10 companies, for free.
Outage and incident data over the last 30 days for ServiceChannel.
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Sign Up NowOutlogger tracks the status of these components for Xero:
| Component | Status |
|---|---|
| WorkForce | Active |
| Analytics | Active |
| Analytics Dashboard | Active |
| Analytics Download | Active |
| Data Direct | Active |
| API | Active |
| API Response | Active |
| Authentication | Active |
| Budget Insights | Active |
| SendXML | Active |
| SFTP | Active |
| Universal Connector | Active |
| Mobile Applications | Active |
| SC Mobile | Active |
| SC Provider | Active |
| Provider Automation | Active |
| Fixxbook | Active |
| Invoice Manager | Active |
| IVR | Active |
| Login | Active |
| Proposal Manager | Active |
| Work Order Manager | Active |
| Service Automation | 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 |
| Service Center | Active |
| Email - servicechannel.com | Active |
| Email - servicechannel.net | Active |
| Phone - Inbound | Active |
| Phone - Outbound | Active |
| Third Party Components | Active |
| Avalara Tax Calculation Service | Active |
| Rackspace - Inbound Email | Active |
| Twilio REST API | Active |
| Zendesk | Active |
View the latest incidents for ServiceChannel and check for official updates:
Description: This incident has been resolved. All services are working as expected.
Status: Resolved
Impact: Major | Started At: Sept. 30, 2024, 8:06 p.m.
Description: **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.
Status: Postmortem
Impact: Major | Started At: July 19, 2024, 8:42 a.m.
Description: This incident has been resolved. All services are working as expected.
Status: Resolved
Impact: Major | Started At: July 18, 2024, 11:43 p.m.
Description: **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.
Status: Postmortem
Impact: Minor | Started At: May 16, 2024, 3:11 p.m.
Description: **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.
Status: Postmortem
Impact: Minor | Started At: May 7, 2024, 4:39 p.m.
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