Dixa Outage History

Started Apr 25, 2025, 07:18 AM UTC· resolved Apr 25, 2025, 08:51 AM UTC

1. investigating Apr 25, 2025, 07:18 AM UTC

   We have received reports of instability in the platform. We are investigating the issue. Updates will follow

2. investigating Apr 25, 2025, 07:23 AM UTC

   We're currently experiencing issues with searching for contacts. This also affects sending outbound emails, merging contacts and transferring conversations. Next update in 15 minutes.

3. monitoring Apr 25, 2025, 07:31 AM UTC

   We are happy to inform, that our teams have deployed a fix for the issue. We will continue to monitor the results.

4. monitoring Apr 25, 2025, 07:32 AM UTC

   We are continuing to monitor for any further issues.

5. resolved Apr 25, 2025, 08:51 AM UTC

   All known issues related to this incident have been resolved. We thank you for your patience and cooperation. A post-mortem about this incident will be posted within 5 business days.

6. postmortem May 01, 2025, 05:32 AM UTC

   On April 25th, 2025, at 09:18 am CEST, a number of our customers experienced issues with sending outbound emails and searching for contacts due to a faulty update release. The issue was resolved at 09:27 am CEST. The immediate solution of rolling back the release and restarting the affected server led to the resolution of this issue. We performed a Root Cause Analysis of this incident and are implementing solutions in order to prevent such instances from happening in the future. We sincerely apologise for any inconvenience that this may have caused.

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Started Apr 01, 2025, 10:42 AM UTC· resolved Apr 01, 2025, 08:17 PM UTC

1. investigating Apr 01, 2025, 10:42 AM UTC

   We are experiencing some inconsistencies with the Real Time Dashboard, specifically with the number of assigned conversations shown. We are investigating the matter.

2. investigating Apr 01, 2025, 11:51 AM UTC

   We are continuing to investigate this.

3. identified Apr 01, 2025, 01:49 PM UTC

   Our teams has now identified the issue. We are working on a fix, that will resolve the issue. We will provide more information soon.

4. monitoring Apr 01, 2025, 06:02 PM UTC

   We are happy to inform, that our teams have deployed a fix for the issue. We will continue to monitor the results.

5. resolved Apr 01, 2025, 08:17 PM UTC

   All known issues to this incident have been resolved. We thank you for your patience and cooperation.

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Started Mar 31, 2025, 04:00 PM UTC· resolved Mar 31, 2025, 07:00 PM UTC

1. resolved Apr 10, 2025, 06:53 AM UTC

   We received notifications from a third-party provider that phone calls can have issues. Some customers may have delays or missing updates in their conversation timelines, analytics, or integrations that rely on real-time call state transitions. Between March 31 at 16:00 UTC and March 31 at 19:00 UTC, webhook events for call activity (such as ringing, answered, and completed) were delayed or not delivered. This led to missing or delayed updates in call timelines and integrations. The issue was caused by a webhook delivery degradation on Twilio’s infrastructure, which prevented timely transmission of call event data to our platform.

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Started Mar 13, 2025, 01:24 PM UTC· resolved Mar 13, 2025, 02:33 PM UTC

1. investigating Mar 13, 2025, 01:24 PM UTC

   We are experiencing an intermittent issues with the loading time of the Co-Pilot feature. We are investigating the issue and will update the status once the issue is identified.

2. investigating Mar 13, 2025, 01:28 PM UTC

   We are continuing to investigate this issue.

3. resolved Mar 13, 2025, 02:33 PM UTC

   All known issues to this incident have been resolved. We thank you for your patience and cooperation. Post mortem about this incident will be posted within 5 business days.

4. postmortem Mar 20, 2025, 01:41 PM UTC

   On Thursday the 13th of March, we experienced a brief outage affecting our AI Co-pilot features. The issue was caused by an upstream issue from one of our third-party providers. We apologize for the inconvenience

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Started Mar 04, 2025, 03:42 PM UTC· resolved Mar 04, 2025, 05:01 PM UTC

1. investigating Mar 04, 2025, 03:42 PM UTC

   We are experiencing some difficulties with our AI features. We are investigating the matter. Next update at 17:30 CET

2. identified Mar 04, 2025, 04:31 PM UTC

   Our teams have now identified the issue. We are working on a fix that will resolve the issue. We will provide more information soon. Next update at 18:30 CET

3. resolved Mar 04, 2025, 05:01 PM UTC

   All known issues related to this incident have been resolved. We thank you for your patience and cooperation. Post mortem about this incident will be posted within 5 business days.

4. postmortem Mar 09, 2025, 06:37 AM UTC

   On Tuesday the 4th of March, we first experienced a brief outage affecting our AI features caused by an incident with one our third-party sub-providers. This lead to the following services not working within the timeframe of the incident: Mim Chatbot, Agent Co-pilot, Intent Detection and AI CSAT summaries. We apologize for the inconvenience

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Started Feb 26, 2025, 12:18 PM UTC· resolved Feb 26, 2025, 02:42 PM UTC

1. investigating Feb 26, 2025, 12:18 PM UTC

   We are currently investigating an issue with queue dashboard inconsistencies

2. monitoring Feb 26, 2025, 12:48 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Feb 26, 2025, 02:42 PM UTC

   This incident has been resolved.

4. postmortem Mar 04, 2025, 01:53 PM UTC

   _On 26 February, we first experienced a brief outage affecting our Analytics Dashboards and Real-Time Dashboards \(Landing Page\), which later led to data inconsistencies \(only for real-time dashboards\) after the underlying services came back online._ _No critical data was permanently lost, as we are able to recover them from our underlying data source - only the liveness of the system was compromised for the period of the incident._ _We apologise for the inconvenience and can assure you that your reports are showing correctly._

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Started Jan 08, 2025, 12:28 PM UTC· resolved Jan 09, 2025, 08:53 AM UTC

1. investigating Jan 08, 2025, 12:28 PM UTC

   We are experiencing a reachability issue with some Spanish numbers linked to one of our partners. We are investigating this matter.

2. resolved Jan 09, 2025, 08:53 AM UTC

   All known issues to this incident have been resolved. We thank you for your patience and cooperation.

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Started Dec 12, 2024, 03:23 PM UTC· resolved Dec 12, 2024, 05:46 PM UTC

1. investigating Dec 12, 2024, 03:23 PM UTC

   Inbound calls are dropping for some numbers, only affecting a small number of calls in France. We are currently investigating this issue.

2. identified Dec 12, 2024, 05:29 PM UTC

   Our teams has now identified the issue. A fix has been applied that resolves the issue.

3. resolved Dec 12, 2024, 05:46 PM UTC

   All known issues to this incident have been resolved. We thank you for your patience and cooperation.

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Started Dec 10, 2024, 06:32 AM UTC· resolved Dec 10, 2024, 06:59 AM UTC

1. investigating Dec 10, 2024, 06:32 AM UTC

   The platform is showing slight delays in updating the dashboard as well as analytics. Agents on presence on the dashboard is shown inconsistently. We are investigating the issue and will be updating this page accordingly.

2. investigating Dec 10, 2024, 06:39 AM UTC

   We are continuing to investigate this issue.

3. identified Dec 10, 2024, 06:44 AM UTC

   We've identified the problem and are actively working on resolving it. Next update in 15 minutes.

4. monitoring Dec 10, 2024, 06:45 AM UTC

   A fix has been implemented and we are monitoring the results.

5. resolved Dec 10, 2024, 06:59 AM UTC

   All known issues to this incident have been resolved. We thank you for your patience and cooperation.

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Started Nov 11, 2024, 10:34 AM UTC· resolved Nov 11, 2024, 12:14 PM UTC

1. investigating Nov 11, 2024, 10:34 AM UTC

   We have received reports of instability in the platform. We are investigating the issue. Updates will follow

2. identified Nov 11, 2024, 10:45 AM UTC

   We have identified an issue affecting the dashboard and search functionalities. These services may be slower than expected or intermittently unresponsive. Our team is actively working on resolving the root cause. Please note that the offers service is unaffected and continues to operate normally. We will provide an update as soon as further information is available.

3. monitoring Nov 11, 2024, 10:57 AM UTC

   A fix has been implemented to resolve the issue impacting the dashboard and search functionalities. We are currently monitoring the system to ensure stability and confirm that all services are fully operational. We will provide a final update once we verify that the issue is completely resolved.

4. resolved Nov 11, 2024, 12:14 PM UTC

   The issue affecting the conversation overview and search functionalities has been fully resolved. All services are now operating as expected, and we have confirmed system stability. We are sorry for any inconvenience this has caused and thank you for your patience.

5. postmortem Nov 19, 2024, 08:43 AM UTC

   ## Summary Dixa’s Search engine was under high pressure due to untimely cluster data rebalancing action. This caused requests routed to one heavily impacted node in particular, to respond slowly or even time out, resulting in failure for certain to load the Conversations overview and Search pages. ## Root Cause Around 1O:35 AM \(CET\), reports about high latency and instability started flowing into Dixa Support. Engineers immediately started investigating the issue and quickly identified one node in our Search engine being overloaded. The issue was caused by the engine automatically starting to move data between nodes to improve the overall data distribution. ## Action Items No immediate action had to be taken as the data rebalancing was completed shortly after the root cause had been identified. In order to prevent untimely actions like this from happening going forward, we will reassess our engine alerts/configurations to help control how/when these, often automated, cluster actions may occur.Moreover, we are also in the process of rebuilding certain Search components, for which extra attention is being paid to our scalability and performance constrain.

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Started Nov 05, 2024, 06:59 AM UTC· resolved Nov 05, 2024, 12:58 PM UTC

1. investigating Nov 05, 2024, 06:59 AM UTC

   We are experiencing some difficulties with Analytics. We are investigating the matter. Next update at 07:30 UTC

2. investigating Nov 05, 2024, 07:02 AM UTC

   We are continuing to investigate this issue.

3. investigating Nov 05, 2024, 07:53 AM UTC

   We are continuing to investigate this issue.

4. identified Nov 05, 2024, 09:42 AM UTC

   The issue has been identified and a fix is being implemented.

5. resolved Nov 05, 2024, 12:58 PM UTC

   This incident has been resolved. We thank you for your patience and cooperation.

6. postmortem Nov 11, 2024, 08:38 AM UTC

   **Summary:** On November 5th, 2024, between 07:59 AM and 13:58 PM CET, we experienced lagging data ingestion, impacting the Real-time Dashboard and Analytics Dashboard. By 10:42 AM CET, a fix was successfully implemented, leading to improvements across all affected Dashboards. We entered a phase in which data ingestion was catching up. By 1:58 PM dashboards were fully restored. To prevent future occurrences, we are enhancing our internal systems, particularly focusing on improving automatic alerts for quicker issue detection and response. **Timeline \(CET\):** * 07:59 AM: The Engineering team identified Analytics lagging and started the investigation proactively. Status page updated * 10:42 AM: Root cause confirmed and a fix implemented. Data ingestion was catching up * 1:58 PM: Full functionality restored. As always, we appreciate your patience and collaboration during this process.

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Started Nov 04, 2024, 07:38 AM UTC· resolved Nov 04, 2024, 09:09 AM UTC

1. investigating Nov 04, 2024, 07:38 AM UTC

   We are experiencing some difficulties with Contact forms. We are investigating the matter. Next update at 09:00 CET

2. identified Nov 04, 2024, 08:04 AM UTC

   Our teams have now identified the issue. We are working on a fix that will resolve it. Thanks for your patience. Next update at 09:15 CET

3. monitoring Nov 04, 2024, 08:20 AM UTC

   We are happy to inform you that our teams have deployed a fix for the issue. We are seeing significant improvements for Contact forms. We will continue to monitor the results. Next update at 09:30 CET

4. monitoring Nov 04, 2024, 08:49 AM UTC

   We are continuing to monitor for any further issues.

5. resolved Nov 04, 2024, 09:09 AM UTC

   All known issues related to this incident have been resolved. We thank you for your patience and cooperation. However, please note that all conversations created from Friday will still be affected. A post-mortem about this incident will be posted within 5 business days.

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Started Nov 01, 2024, 10:00 AM UTC· resolved Nov 01, 2024, 10:17 AM UTC

1. identified Nov 01, 2024, 10:00 AM UTC

   We detected inconsistencies in our RT Dashboard. Our teams have now identified the issue. We deployed a fix and services are improving. Next update at 11:10 CET

2. monitoring Nov 01, 2024, 10:10 AM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Nov 01, 2024, 10:17 AM UTC

   All known issues to this incident have been resolved. We thank you for your patience and cooperation. Post mortem about this incident will be posted within 5 business days.

4. postmortem Nov 06, 2024, 04:40 PM UTC

   **Summary:** On November 1st, 2024, between 10:30 AM and 11:17 AM CET, we experienced a disruption impacting the Real-time Dashboard and Conversation Overview features. Our Support team promptly addressed it following the initial reports. Our engineering team was already addressing the issue proactively, which allowed us to open the communication on Status page as Identified. By 11:05 AM CET, a fix was successfully implemented, leading to noticeable improvements across all affected services. We entered a monitoring phase at 11:10 AM CET to ensure all services were functioning normally and to preemptively address any further issues. To prevent future occurrences, we are enhancing our internal systems, particularly focusing on improving automatic alerts for quicker issue detection and response. **Timeline \(CET\):** * 10:30 AM: Initial customer reports received. * 10:44 AM: Engineering team identified and began resolving the issue. * 11:00 AM: Status page updated. * 11:05 AM: Fix implemented, improvements noted. * 11:10 AM: Moving into monitoring phase. * 11:17 AM: Full functionality restored. As always, we appreciate your patience and collaboration during this process.

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Started Oct 31, 2024, 12:55 PM UTC· resolved Oct 31, 2024, 02:35 PM UTC

1. identified Oct 31, 2024, 12:55 PM UTC

   We are currently investigating potential issues with receiving calls to some Norwegian numbers. Our team is working to identify the root cause and will provide further updates as soon as possible. We apologize for any inconvenience and appreciate your patience as we work to resolve this issue.

2. identified Oct 31, 2024, 01:05 PM UTC

   We have identified an issue affecting the receipt of some calls to Norwegian numbers. We are actively working on a resolution and will provide updates as we make progress. We apologize for any inconvenience and appreciate your patience.

3. resolved Oct 31, 2024, 02:35 PM UTC

   The issue of receiving some calls to Norwegian numbers has been resolved. All services are now functioning as expected. Thank you for your patience, and we apologize for any inconvenience caused.

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