Time: March 6, 2023, 4:08 a.m.

Status: Resolved

Update: The fix we applied in our earlier update has resolved this incident. Speeds across Synergy Cloud are back to normal, though we will continue to monitor this over the next couple of days. Our deepest apologies for the disruption this caused you today, and a huge thank you for your patience while our teams worked to get this resolved.

Time: March 6, 2023, 3:40 a.m.

Status: Monitoring

Update: Our Engineering team have applied the fix, and Synergy Cloud is running as expected again. The support team will continue to keep an eye out for any further reports of slowness, and our Engineering team will continue to monitor performance in the background.

Time: March 6, 2023, 3:25 a.m.

Status: Identified

Update: Our engineering team have identified a problem causing platform slowness in Synergy Cloud and will be applying a fix within the next 10 minutes. There will be downtime of 1-5 minutes from 2:30 PM AEST, we will provide an update once everything is back to normal.

Time: Dec. 21, 2022, 12:19 a.m.

Status: Postmortem

Update: On 19/12/2022 at 16:25-16:50 AEDT there was excessive load on the production environment which was mitigated by scaling a specific component in production which was reaching its scale limits. The development team will keep monitoring this component to establish whether this was a one off end of year event or a different issue.

Time: Dec. 19, 2022, 6:42 a.m.

Status: Resolved

Update: The change we deployed at 4:40 PM AEDT has resolved the issue and Synergy Cloud is operational. We're incredibly appreciative of the patience during this performance degradation, and once again we are so sorry for any and all disruption to your daily workflow this may have caused.

Time: Dec. 19, 2022, 6:42 a.m.

Status: Resolved

Update: The change we deployed at 4:40 PM AEDT has resolved the issue and Synergy Cloud is operational. We're incredibly appreciative of the patience during this performance degradation, and once again we are so sorry for any and all disruption to your daily workflow this may have caused.

Time: Dec. 19, 2022, 6:05 a.m.

Status: Monitoring

Update: In an effort to improve the current situation, we have increased the capacity of our environment and are seeing significant improvement in loading times. We'll continue to actively monitor the performance in the short term, and provide further updates before 5:30 PM AEDT.

Time: Dec. 19, 2022, 6:05 a.m.

Status: Monitoring

Update: In an effort to improve the current situation, we have increased the capacity of our environment and are seeing significant improvement in loading times. We'll continue to actively monitor the performance in the short term, and provide further updates before 5:30 PM AEDT.

Time: Dec. 19, 2022, 5:43 a.m.

Status: Investigating

Update: At 4:30 PM AEDST, Monday 19 December, 2022, our internal systems notified us of an issue with Synergy Cloud being unresponsive, and that some customers are unable to log in.. At 4:40 PM AEDT, we deployed a change to the environment, and are currently assessing if this change has been successful in solving the issue. We are incredibly sorry for any inconvenience this may be causing you, but please rest assured we are working on having this resolved as quickly as possible. We appreciate your patience and understanding.

Time: Dec. 19, 2022, 5:43 a.m.

Status: Investigating

Update: At 4:30 PM AEDST, Monday 19 December, 2022, our internal systems notified us of an issue with Synergy Cloud being unresponsive, and that some customers are unable to log in.. At 4:40 PM AEDT, we deployed a change to the environment, and are currently assessing if this change has been successful in solving the issue. We are incredibly sorry for any inconvenience this may be causing you, but please rest assured we are working on having this resolved as quickly as possible. We appreciate your patience and understanding.

Time: Nov. 7, 2022, 4:44 a.m.

Status: Postmortem

Update: Between the hours of 10:00 to 13:20 \(AEST\) on 07/11/2022 multiple users encountered slow performance when using Synergy Cloud  The event was triggered by a change introduced as part of the Synergy November release which related to making global search more reliable.   A complex retry issue caused degraded performance to customers using Synergy.  The event was detected by multiple customers as well as our internal systems. A change has been tested and implemented to revert the previous change and was confirmed working around 13:20 \(AEST\) 07/11/2022.

Time: Nov. 7, 2022, 3:36 a.m.

Status: Resolved

Update: The fix we applied in our earlier update has resolved this incident. Global search is now functioning correctly and the loading speeds across Synergy are back to normal. Our deepest apologies once again for the disruption this caused you today, and a huge thank you for your patience while our teams worked to get this resolved.

Time: Nov. 7, 2022, 3:11 a.m.

Status: Monitoring

Update: Our Engineering team have applied a fix, this fix has resolved both the platform slowness and the Global Search and everything is running as expected again. The support team will continue to keep an eye out for any further reports of slowness, and our Engineering team will continue to monitor performance in the background.

Time: Nov. 7, 2022, 2:10 a.m.

Status: Identified

Update: Our Engineering team will be deploying a fix, there will be a 5-10 minute downtime from 1:20 PM AEST.

Time: Nov. 7, 2022, 1:36 a.m.

Status: Identified

Update: Our Engineering team have made some changes to resolve the platform slowness, however while we have seen some improvement on speeds, we're still getting some reports of slowness, and Global Search is still not loading anything at all. They are continuing to work on a permenant fix to deploy over the next hour and we will continue to keep you updated on the progress and inform you of any further downtimes required. In the mean time please use the dedicated search for every area, rather than Global Search (ie. Go to Projects and search for a project, Contacts to search a contact etc.) This will remain a top priority until it is completely resolved and we're incredibly grateful for your patience and understanding.

Time: Nov. 7, 2022, 12:17 a.m.

Status: Identified

Update: Our engineering team have idetified the problem causing the current platform slowness in Synergy and will be applying a fix within the next 10 minutes. There will be downtime of 5-10 minutes from 11:25 AM AEST, we will continue to provide updates as they become available.

Time: Nov. 7, 2022, 12:12 a.m.

Status: Investigating

Update: We're investigating multiple reports of platform slowness this morning, 07/11/2022 (11:10 AM AEST) Our engineering team are investigating this with high prioirty and we will provide updates as they become available. We're incredibly sorry for any disruption this is causing you today and endeavour to have this resolved as quickly as possible.

Time: Nov. 7, 2022, 4:44 a.m.

Status: Postmortem

Update: Between the hours of 10:00 to 13:20 \(AEST\) on 07/11/2022 multiple users encountered slow performance when using Synergy Cloud  The event was triggered by a change introduced as part of the Synergy November release which related to making global search more reliable.   A complex retry issue caused degraded performance to customers using Synergy.  The event was detected by multiple customers as well as our internal systems. A change has been tested and implemented to revert the previous change and was confirmed working around 13:20 \(AEST\) 07/11/2022.

Time: Nov. 7, 2022, 3:36 a.m.

Status: Resolved

Update: The fix we applied in our earlier update has resolved this incident. Global search is now functioning correctly and the loading speeds across Synergy are back to normal. Our deepest apologies once again for the disruption this caused you today, and a huge thank you for your patience while our teams worked to get this resolved.

Time: Nov. 7, 2022, 3:11 a.m.

Status: Monitoring

Update: Our Engineering team have applied a fix, this fix has resolved both the platform slowness and the Global Search and everything is running as expected again. The support team will continue to keep an eye out for any further reports of slowness, and our Engineering team will continue to monitor performance in the background.

Time: Nov. 7, 2022, 2:10 a.m.

Status: Identified

Update: Our Engineering team will be deploying a fix, there will be a 5-10 minute downtime from 1:20 PM AEST.

Time: Nov. 7, 2022, 1:36 a.m.

Status: Identified

Update: Our Engineering team have made some changes to resolve the platform slowness, however while we have seen some improvement on speeds, we're still getting some reports of slowness, and Global Search is still not loading anything at all. They are continuing to work on a permenant fix to deploy over the next hour and we will continue to keep you updated on the progress and inform you of any further downtimes required. In the mean time please use the dedicated search for every area, rather than Global Search (ie. Go to Projects and search for a project, Contacts to search a contact etc.) This will remain a top priority until it is completely resolved and we're incredibly grateful for your patience and understanding.

Time: Nov. 7, 2022, 12:17 a.m.

Status: Identified

Update: Our engineering team have idetified the problem causing the current platform slowness in Synergy and will be applying a fix within the next 10 minutes. There will be downtime of 5-10 minutes from 11:25 AM AEST, we will continue to provide updates as they become available.

Time: Nov. 7, 2022, 12:12 a.m.

Status: Investigating

Update: We're investigating multiple reports of platform slowness this morning, 07/11/2022 (11:10 AM AEST) Our engineering team are investigating this with high prioirty and we will provide updates as they become available. We're incredibly sorry for any disruption this is causing you today and endeavour to have this resolved as quickly as possible.

Time: Nov. 2, 2022, 6:41 a.m.

Status: Resolved

Update: This issue was resolved today at 11:44 AM (AEST) on 02/11/2022, after a restart of services. Our Development team will continue to investigate and monitor the cause of this performance degredation, and make changes as required to ensure this is prevented in the future. This issue impacted only a small number of users, and the primary area of impact was with Reports when exporting to pdf/excel. We're incredibly appreciative of the patience during this performance degredation, and once again we are so sorry for any and all disruption to your daily workflow this may have caused.

Time: Nov. 2, 2022, 1:28 a.m.

Status: Monitoring

Update: Our development team have completed the restart in Synergy Cloud to resolve the issue impacting a small number of our users. Downtime started at 11:41 AM and finished at 11:44 AM (AEST) on 02/11/2022. We will continue monitoring all services in the background. Thank you so much for your patience and understanding during this downtime period.

Time: Nov. 2, 2022, 12:36 a.m.

Status: Identified

Update: Development have identified the problem causing the performance issues that are impacting some users currently. We will be doing a full server restart which will cause approx. 5-10 minutes of downtime. This server restart is schedulled for 11:40 AM AEST, 02/11/2022 This will cause the entirety of Synergy Cloud to be offline. We will continue to provide updates as they become available.

Time: Nov. 2, 2022, 12:19 a.m.

Status: Investigating

Update: We've become aware of an issue impacting multiple areas of Synergy Cloud. Known areas of impact currently: -Logging in -Exporting reports to excel/PDF -Using Connect for Xero/MYOB import/export -Changing configration settings for Project Numbering This is not impacting all organisations, or all users but if you are affected please know that our Development team is currently investigating this with the highest priority and we will provide updates as they become available. We're incredibly sorry for any disruption caused by this and endeavour to get this resolved as soon as possible.