Performance Issue with Service Desk US Datacenter

Update timeline

1. identified Oct 20, 2025, 11:29 AM UTC

   We experienced a temporary service disruption with our cloud service provider in the N. Virginia region, causing increased error rates and latency. Mitigation efforts by the cloud service provider are underway, and most services are showing signs of recovery though some services still lay affected. Some delays may persist as our cloud service provider is working through backlogs—Thank you for your patience.

2. identified Oct 20, 2025, 11:33 AM UTC

   We are continuing to work on a fix for this issue.

3. monitoring Oct 20, 2025, 12:49 PM UTC

   There has been some improvement with our service provider mitigating the issue, we will continue to monitor the situation.

4. monitoring Oct 20, 2025, 12:57 PM UTC

   We are continuing to monitor for any further issues.

5. monitoring Oct 20, 2025, 05:04 PM UTC

   We are continuing to monitor for any further issues and will provide updates as necessary.

6. monitoring Oct 20, 2025, 08:39 PM UTC

   We’ve observed some improvement from our service provider in mitigating the issue. We are continuing to monitor for any further issues and will provide updates as necessary.

7. monitoring Oct 20, 2025, 11:22 PM UTC

   Following the resolution of the issue with AWS, we are keeping the service desk environment into Monitoring mode to ensure full operational stability. At this time, we are closely monitoring the environment to confirm everything is functioning as expected. If you are still experiencing any issues, please don’t hesitate to reach out to us at [email protected].

8. resolved Oct 21, 2025, 02:33 AM UTC

   This issue has been resolved. Please contact us at [email protected] if you need further assistance.