The scheduled database upgrade has been completed.
Posted Jan 12, 2025 - 06:34 UTC
Verifying
Verification is currently underway as we bring the database back up and process delayed events.
Posted Jan 12, 2025 - 06:29 UTC
In progress
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Posted Jan 12, 2025 - 06:01 UTC
Scheduled
Between 2025-01-12 0600 UTC and 2025-01-12 0630 UTC, customers may experience a disruption to the following features: * Insights collection and display for Knowledge Base and Front Chat (including Chatbots) * Chat and chatbot message history collection and display * AI answers functionality
This is due to planned maintenance work required on a core database service.
What is the impact? During the window, parts of the app experience will be degraded or unavailable. The display of chat, chatbot, and knowledge base insights will be disrupted, and metrics collected during the period will be delayed until maintenance is complete. In addition, AI Answers will not be able to respond during the maintenance period, so all bot flows will route down the “AI did not resolve” path for the duration of the maintenance.
Why are we doing this? One of our core analytics databases need to be restarted during the maintenance window while we perform a critical database engine upgrade that must be completed this weekend. We are doing this type of work during off-hours to minimize disruption to customers.
What will the exact experience be for our customers during the change? Chat and Knowledge base analytics, Knowledge Base article reactions, AI Answers, and AI Answers billing details will be unavailable during the upgrade.
What will happen to customers using AI Answers during the maintenance period? AI Answers will be unavailable, so AI Answers nodes in bot flows will route down the “AI did not resolve” path during the maintenance period. AI Answers will resume normal functionality when maintenance is complete.
What will happen to inbound chat, chatbot, and knowledge base metrics? Chat, chatbot, and knowledge base metrics will be delayed during the maintenance period. You will see those metrics come in shortly after the completion of the maintenance period.
What will happen to chatbot message history collected during this time? Chatbot message history will be delayed during the maintenance period, and should be visible shortly after maintenance is completed.
Posted Jan 10, 2025 - 17:08 UTC
This scheduled maintenance affected: Front chat, Analytics, and Knowledge Base.