Is Maven AGI down?

Status: Monitoring Between 2:14 PM and 2:38 PM ET (18:14–18:38 UTC) on September 29, some voice calls could not be connected. The issue has been resolved, and calls are connecting normally. We are continuing to monitor. Affected components Voice (Partial outage)

Status: Resolved This is resolved. All systems back to normal Affected components Voice (Operational)

Status: Identified Some users may experience intermittent failures logging into Agent Designer. We have identified the issue and expect to have a fix within the next couple of hours. Affected components Agent Designer (Degraded performance)

Status: Resolved Authentication issues have been resolved. Affected components Agent Designer (Operational)

Status: Resolved Tickets sent to Smart Relay from any CRM were not answered between 3pm 09/14 and 11:30am. 09/15

Status: Investigating We are investigating increased error rates affecting the conversation endpoint. We will provide an update as more information becomes available. Affected components Answers (Degraded performance)

Status: Identified We believe we have identified the problem and are taking steps to resolve. Affected components Answers (Degraded performance)

Status: Monitoring We have taken steps to remediate the problem. Currently monitoring to make sure everything is healthy. Affected components Answers (Degraded performance)

Status: Resolved Conversation endpoint is determined to be in a healthy state Affected components Answers (Operational)

Status: Investigating Our monitoring detected elevated error rates affecting API requests and agent responses, beginning at approximately 7:14 PM ET. Affected requests returned errors rather than completing slowly. Engineers were engaged and began investigating immediately. Affected components Agent Designer (Degraded performance) Email (Degraded performance) Teams (Degraded performance) Intercom (Degraded performance) Salesforce (Degraded performance) Genesys (Degraded performance) JIRA (Degraded performance) Chat (Degraded performance) Front (Degraded performance) Zendesk (Degraded performance) Answers (Full outage) Voice (Degraded performance) Slack (Degraded performance) Apps: Other (Degraded performance) Knowledge Apps (Degraded performance) SMS (Degraded performance) Freshdesk (Degraded performance) ServiceNow (Degraded performance)

Status: Identified We identified the cause as a structural database change included in a routine platform update. Completing that change required locking a core data table, and incoming requests queued behind the lock until the system could no longer accept new work. The operation completed at approximately 7:22 PM ET and error rates began recovering. Affected components Intercom (Degraded performance) Knowledge Apps (Degraded performance) Answers (Full outage) Voice (Degraded performance) Genesys (Degraded performance) Freshdesk (Degraded performance) ServiceNow (Degraded performance) Zendesk (Degraded performance) Email (Degraded performance) Slack (Degraded performance) Teams (Degraded performance) Front (Degraded performance) Salesforce (Degraded performance) Apps: Other (Degraded performance) JIRA (Degraded performance) Agent Designer (Degraded performance) Chat (Degraded performance) SMS (Degraded performance)

Status: Resolved Service returned to normal performance at approximately 7:29 PM ET. Total impact lasted approximately nine minutes, including about five minutes of sustained request failures. The update that triggered the issue completed successfully, and no customer data was lost or affected. Affected components Teams (Operational) Intercom (Operational) Genesys (Operational) Freshdesk (Operational) ServiceNow (Operational) Agent Designer (Operational) Chat (Operational) SMS (Operational) Slack (Operational) Front (Operational) Apps: Other (Operational) Answers (Operational) Email (Operational) Salesforce (Operational) Knowledge Apps (Operational) Voice (Operational) JIRA (Operational) Zendesk (Operational)