THIS IS A SCHEDULED EVENT Jul <var data-var='date'>8</var>, <var data-var='time'>21:00</var> EDT &nbsp;-&nbsp; Jul <var data-var='date'>9</var>, <var data-var='time'>02:00</var> EDT Jun <var data-var='date'>29</var>, <var data-var='time'>18:46</var> EDT Scheduled - During the US cluster upgrade we expect approximately 20 minutes of delays in client Knowledge Base ingestion and the Conversation View dashboard.

Production US Cluster Upgrade

Jul <var data-var='date'> 7</var>, <var data-var='time'>10:28</var> EDT Resolved - This incident has been resolved. Jul <var data-var='date'> 7</var>, <var data-var='time'>09:40</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'> 7</var>, <var data-var='time'>07:54</var> EDT Investigating - We are currently investigating this issue.

Oracle Handoffs are failing

Jul <var data-var='date'> 6</var>, <var data-var='time'>18:38</var> EDT Resolved - Identified and resolved an issue affecting some internal background data processing. Our team corrected it and confirmed all systems have returned to normal operation. Jul <var data-var='date'> 6</var>, <var data-var='time'>17:33</var> EDT Investigating - We are currently investigating an issue affecting some of our platform's background processing. During this time, you may experience: - Delayed or missed bot replies on some conversations - Stale or delayed knowledge answers, where recently updated content may not yet be reflected - Delays in proactive messages and webhook deliveries Live chat is currently operating at or near normal levels, though some customers may notice intermittent slowness.

Delayed responses and processing for some automated interactions

Jun <var data-var='date'> 3</var>, <var data-var='time'>19:00</var> EDT Completed - The scheduled maintenance has been completed. Jun <var data-var='date'> 3</var>, <var data-var='time'>13:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'>29</var>, <var data-var='time'>16:13</var> EDT Scheduled - During the EU cluster upgrade we expect approximately 20 minutes of delays in client Knowledge Base ingestion and the Conversation View dashboard.

Production EU Cluster Upgrade

May <var data-var='date'>26</var>, <var data-var='time'>18:15</var> EDT Resolved - The incident has been resolved May <var data-var='date'>26</var>, <var data-var='time'>18:14</var> EDT Monitoring - A fix has been implemented and we are monitoring the results May <var data-var='date'>26</var>, <var data-var='time'>18:10</var> EDT Identified - We’ve identified that the scope was much more limited, and most clients have not been affected. May <var data-var='date'>26</var>, <var data-var='time'>18:00</var> EDT Update - We are continuing to investigate this issue May <var data-var='date'>26</var>, <var data-var='time'>17:29</var> EDT Update - We are continuing to investigate this issue May <var data-var='date'>26</var>, <var data-var='time'>16:58</var> EDT Investigating - We're investigating reports of failed handoffs. A subset of users are unable to handoff. We'll provide updates to the incident every 30 minutes

Handoff Failing

May <var data-var='date'>25</var>, <var data-var='time'>12:04</var> EDT Resolved - This incident has been resolved. May <var data-var='date'>25</var>, <var data-var='time'>11:46</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. May <var data-var='date'>25</var>, <var data-var='time'>10:57</var> EDT Identified - The root of the issue has been identified and we are currently working to resolve the latency observed in the dashboard. May <var data-var='date'>25</var>, <var data-var='time'>10:28</var> EDT Investigating - We are currently investigating a reported delay in the conversation view for new conversations - currently we are seeing an average delay of 5-10 minutes for new conversations entering the dashboard

Delay in the Conversation view

May <var data-var='date'>21</var>, <var data-var='time'>20:22</var> EDT Resolved - This incident has been resolved. May <var data-var='date'>21</var>, <var data-var='time'>18:46</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. May <var data-var='date'>21</var>, <var data-var='time'>18:37</var> EDT Identified - The issue has been identified and a fix is being implemented. May <var data-var='date'>21</var>, <var data-var='time'>18:33</var> EDT Update - We have determined this outage is only affecting AI Agents on the US Cluster - US2 and other clusters are functioning normally. May <var data-var='date'>21</var>, <var data-var='time'>18:28</var> EDT Investigating - Some customers are experiencing issues with our chat services. This is affecting all chatters interacting with Ada bots in the form of the chat widget failing to load. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes. We will continue to share status updates every 30 minutes.

Investigating issues with Ada Chat services

May <var data-var='date'>11</var>, <var data-var='time'>10:49</var> EDT Resolved - The certificate rotation issue has been fully resolved. Error rates have returned to normal levels and services are operating as expected. No further impact is anticipated May <var data-var='date'>10</var>, <var data-var='time'>18:14</var> EDT Monitoring - A fix has been applied and error rates have returned to normal. Emergency handoffs have dropped to zero. Our team will continue monitoring overnight to confirm full resolution. We will provide a final update once we have confirmed stability. May <var data-var='date'>10</var>, <var data-var='time'>17:31</var> EDT Update - Our engineering team continues to apply the fix across all services. Customer impact remains stable and low. The rollout is in progress and we will provide another update in 30 minutes or when the issue is resolved. May <var data-var='date'>10</var>, <var data-var='time'>16:50</var> EDT Update - Our engineering team continues to roll out the fix. Error rates remain stable and we are monitoring for improvement. We will provide another update in 30 minutes. May <var data-var='date'>10</var>, <var data-var='time'>16:16</var> EDT Identified - We have identified the root cause of the elevated error rates affecting AI Agent responses. Our engineering team is actively rolling out a fix. Customer impact remains low and stable. May <var data-var='date'>10</var>, <var data-var='time'>15:55</var> EDT Investigating - We are currently investigating elevated error rates affecting AI Agent responses. A small subset of requests are experiencing timeouts, which may result in increased handoffs to live agents. Our team is actively investigating the root cause and will provide updates as more information becomes available.

Elevated error rates on AI Agent responses

May <var data-var='date'> 5</var>, <var data-var='time'>17:50</var> EDT Resolved - This incident has been resolved. May <var data-var='date'> 5</var>, <var data-var='time'>17:17</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. May <var data-var='date'> 5</var>, <var data-var='time'>17:12</var> EDT Identified - The issue has been identified and a fix is being implemented. May <var data-var='date'> 5</var>, <var data-var='time'>17:01</var> EDT Investigating - We are investigating reports of ai agents that are unable to respond to user messages. End user's on the web channel report the message "Failed to send message. Tap to retry."

Message processing errors

May <var data-var='date'> 1</var>, <var data-var='time'>14:37</var> EDT Resolved - Based on our Engineering Team's investigation, we have determined the scope of this issue is limited to a very small number of clients and affected conversations. We are continuing to work on the issue, but moving forward will be communicating on this issue on an individual basis. May <var data-var='date'> 1</var>, <var data-var='time'>14:28</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. May <var data-var='date'> 1</var>, <var data-var='time'>14:28</var> EDT Identified - Our team has identified the problem with Ada Voice and we're implementing a fix for the issue. Thank you for your patience as we work on a resolution. Apologies for this inconvenience. We will continue to keep you up to date every 30 minutes. May <var data-var='date'> 1</var>, <var data-var='time'>13:49</var> EDT Update - We are continuing to investigate this issue. May <var data-var='date'> 1</var>, <var data-var='time'>13:09</var> EDT Update - We are continuing to investigate this issue. May <var data-var='date'> 1</var>, <var data-var='time'>12:32</var> EDT Investigating - Some customers are experiencing issues with our Voice services. This is affecting some chatters interacting with Ada Voice bots in the form of references to Ada bot processes being intermittently voiced to chatters. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes. We will continue to share status updates every 30 minutes.

Investigating issues with Ada Voice service

Apr <var data-var='date'>28</var>, <var data-var='time'>19:00</var> EDT Completed - The scheduled maintenance has been completed. Apr <var data-var='date'>28</var>, <var data-var='time'>13:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'>24</var>, <var data-var='time'>17:09</var> EDT Update - The Maple cluster will undergo a scheduled infrastructure upgrade during this window. Maple clients may experience a brief delay (approximately 5–10 minutes) in dashboard data processing, including Conversation View and knowledge ingestion. No impact is expected to chat, voice, or bot functionality Apr <var data-var='date'>24</var>, <var data-var='time'>17:08</var> EDT Update - We will be undergoing scheduled maintenance during this time. Apr <var data-var='date'>24</var>, <var data-var='time'>16:56</var> EDT Scheduled - The Maple cluster will undergo a scheduled infrastructure upgrade during this window. Maple clients may experience a brief delay (approximately 5–10 minutes) in dashboard data processing, including Conversation View and knowledge ingestion. No impact is expected to chat, voice, or bot functionality.

Maple Cluster Upgrade

Apr <var data-var='date'>28</var>, <var data-var='time'>16:30</var> EDT Resolved - We have resolved an issue that caused an increase in emergency handoffs for a subset of customers. Apr <var data-var='date'>28</var>, <var data-var='time'>15:57</var> EDT Monitoring - We are investigating an increase in emergency handoffs affecting a subset of customers. The issue has been identified and deployed the fix. Our monitoring indicates the situation is recovering and we are actively investigating the root cause.

Increase in Emergency Voice Handoffs

Apr <var data-var='date'>24</var>, <var data-var='time'>13:00</var> EDT Resolved - We have identified the root cause of the language detection issue affecting non-English responses. Improvements are actively in progress and will be delivered as part of our ongoing engineering work. Apr <var data-var='date'>24</var>, <var data-var='time'>12:16</var> EDT Identified - We have identified the root cause of the behaviour and are working to solution a resolution at this time. Apr <var data-var='date'>24</var>, <var data-var='time'>11:40</var> EDT Update - We are continuing to investigate this issue. Apr <var data-var='date'>24</var>, <var data-var='time'>11:06</var> EDT Investigating - We are currently investigating this issue

Language detection is currently showing degraded performance for language switching

Apr <var data-var='date'>23</var>, <var data-var='time'>19:00</var> EDT Completed - The scheduled maintenance has been completed. Apr <var data-var='date'>23</var>, <var data-var='time'>15:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'>21</var>, <var data-var='time'>16:38</var> EDT Scheduled - Our Database will be undergoing an update; - EU cluster upgrade will begin at 3 PM EST - US and Maple cluster upgrades will begin at 5PM EST We expect a roughly 20-25 minute duration of increased latency in messaging and voice conversations during this period.

US, EU, Maple Cluster Upgrade

Apr <var data-var='date'> 9</var>, <var data-var='time'>18:39</var> EDT Resolved - This incident has been resolved. Apr <var data-var='date'> 9</var>, <var data-var='time'>18:24</var> EDT Monitoring - We have identified the cause of elevated handoff rates and have deployed a fix. We are actively monitoring to confirm the issue is fully resolved and will provide a further update shortly. Apr <var data-var='date'> 9</var>, <var data-var='time'>18:12</var> EDT Investigating - We are currently investigating elevated handoff rates across all clusters. Our team is actively working to identify the root cause and restore normal behaviour. We will provide further updates as the investigation progresses.

Investigating - Elevated Handoffs

Apr <var data-var='date'> 7</var>, <var data-var='time'>18:07</var> EDT Resolved - This incident has been resolved. Apr <var data-var='date'> 7</var>, <var data-var='time'>17:49</var> EDT Update - We are continuing to monitor for any further issues. Apr <var data-var='date'> 7</var>, <var data-var='time'>17:00</var> EDT Update - We are continuing to monitor for any further issues. Apr <var data-var='date'> 7</var>, <var data-var='time'>16:17</var> EDT Update - We are continuing to monitor for any further issues. Apr <var data-var='date'> 7</var>, <var data-var='time'>15:47</var> EDT Update - We are continuing to monitor for any further issues. Apr <var data-var='date'> 7</var>, <var data-var='time'>15:01</var> EDT Update - We are continuing to monitor for any further issues. Apr <var data-var='date'> 7</var>, <var data-var='time'>14:21</var> EDT Update - We are continuing to monitor for any further issues. Apr <var data-var='date'> 7</var>, <var data-var='time'>12:36</var> EDT Monitoring - We have identified the cause of the delays affecting conversation view and article syncing in our US production environment. Data is currently processing through a backlog and will catch up automatically. We have confirmed that no data has been lost. Reports and API analytics remain operational and unaffected.                                                                                        We will provide updates as the backlog clears. Apr <var data-var='date'> 7</var>, <var data-var='time'>11:27</var> EDT Investigating - We are currently investigating delays affecting conversation view and article syncing in our US production environment. Reports and API analytics are operational and unaffected. Our team is actively working to identify and resolve the cause. We will provide another update shortly.

Conversation View Delays Are Being Investigated

Apr <var data-var='date'> 7</var>, <var data-var='time'>15:35</var> EDT Resolved - This incident has been resolved. Apr <var data-var='date'> 7</var>, <var data-var='time'>12:32</var> EDT Monitoring - The systems have recovered and we are seeing transcripts passing through successfully. Apr <var data-var='date'> 7</var>, <var data-var='time'>12:03</var> EDT Identified - The issue has been identified, and we are seeing systems recovering. Apr <var data-var='date'> 7</var>, <var data-var='time'>11:37</var> EDT Investigating - Some customers are experiencing issues with Ada's Zendesk integration. This is affecting chat transcripts for Zendesk messaging integration. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes.

Issues with Ada's Zendesk integration are being investigated

Apr <var data-var='date'> 6</var>, <var data-var='time'>21:10</var> EDT Resolved - This incident has been resolved. Apr <var data-var='date'> 6</var>, <var data-var='time'>19:37</var> EDT Monitoring - We are currently investigating a connectivity issue affecting the ficanex production environment. Some data pipeline services may be experiencing disruptions. Our engineering team has identified the likely cause and is working on a fix. We will provide an update as soon as the issue is resolved.

Dashboard Analytics and Conversation View - Data Processing Delays - Ficanex Cluster

Apr <var data-var='date'> 3</var>, <var data-var='time'>14:40</var> EDT Resolved - This incident has been resolved. Apr <var data-var='date'> 3</var>, <var data-var='time'>14:21</var> EDT Update - We are continuing to monitor for any further issues. Apr <var data-var='date'> 3</var>, <var data-var='time'>13:50</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. Apr <var data-var='date'> 3</var>, <var data-var='time'>13:37</var> EDT Identified - The issue has been identified and a fix is being implemented. Apr <var data-var='date'> 3</var>, <var data-var='time'>13:32</var> EDT Update - We are continuing to investigate this issue. Apr <var data-var='date'> 3</var>, <var data-var='time'>13:00</var> EDT Update - We are continuing to investigate this issue. Apr <var data-var='date'> 3</var>, <var data-var='time'>12:32</var> EDT Investigating - We are currently investigating reports of some ai agent resulting in an error screen when trying to load the chat window. Reports indicate this is currently limited to us2 cluster ai agents. You can identify the cluster via the address used to log into the admin dashboard (eg. [bot-handle].[cluster].ada.support)

US2 Cluster ai agents failing to load chat window

Apr <var data-var='date'> 3</var>, <var data-var='time'>13:53</var> EDT Resolved - This incident has been resolved. Apr <var data-var='date'> 3</var>, <var data-var='time'>13:25</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. Apr <var data-var='date'> 3</var>, <var data-var='time'>12:51</var> EDT Identified - The issue has been identified and a fix is being implemented Apr <var data-var='date'> 3</var>, <var data-var='time'>12:38</var> EDT Investigating - We are investigating reports of delayed conversation views for bots in the US2 cluster. Bots using the format [bothandle].us2.ada.support may be affected.

Delays in Conversation View for US2 Cluster

Apr <var data-var='date'> 1</var>, <var data-var='time'>10:01</var> EDT Resolved - This incident has been resolved. Apr <var data-var='date'> 1</var>, <var data-var='time'>09:40</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. Apr <var data-var='date'> 1</var>, <var data-var='time'>09:25</var> EDT Identified - The issue has been identified and a fix is being implemented. Apr <var data-var='date'> 1</var>, <var data-var='time'>09:13</var> EDT Investigating - We are currently investigating reports of the admin dashboard failing to load for us cluster customers. Customers are reporting a 500 response when attempting to load a dashboard of an ai agent in the us cluster. Dashboard in other clusters (ie. the address includes a cluster after the handle ex. bot-handle.[cluster].ada.support) do not seem affected.

Admin Dashboard Not Loading for US Cluster Customers

Mar <var data-var='date'>25</var>, <var data-var='time'>16:42</var> EDT Resolved - This incident has been resolved. Mar <var data-var='date'>25</var>, <var data-var='time'>15:28</var> EDT Monitoring - A fix has been implemented and we're monitoring results. Some conversation data must still be processed and users may take some time to see all their missing conversations appear in the conversations view. Mar <var data-var='date'>25</var>, <var data-var='time'>15:27</var> EDT Identified - The issue has been identified and a fix is being implemented. Mar <var data-var='date'>25</var>, <var data-var='time'>13:46</var> EDT Investigating - We are currently investigating reports of delays in the Conversations View. Some clients may notice delays in conversations and new messages appearing in their dashboard.

Delays in Conversations View Updates

Mar <var data-var='date'>24</var>, <var data-var='time'>17:02</var> EDT Resolved - This incident has been resolved. Mar <var data-var='date'>24</var>, <var data-var='time'>16:33</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. Mar <var data-var='date'>24</var>, <var data-var='time'>15:39</var> EDT Update - We are completing additional testing before we release the fix for this issue. We will provide another update by 4:30pm EST. Mar <var data-var='date'>24</var>, <var data-var='time'>15:03</var> EDT Update - We are continuing to work on the fix for this issue and we will provide another update by 3:30pm EST. Mar <var data-var='date'>24</var>, <var data-var='time'>13:49</var> EDT Update - We are continuing to work on the fix for this issue and we will provide another update by 2:30pm EST. Mar <var data-var='date'>24</var>, <var data-var='time'>12:29</var> EDT Identified - We’ve identified the cause of the issue. We are actively working on the fix and we will provide another update by 1:30pm EST. Mar <var data-var='date'>24</var>, <var data-var='time'>11:29</var> EDT Investigating - We're investigating reports of the CSAT survey being presented at unexpected times. Users may see a survey presented in followup conversations that are not tied to a conversation with a human or ai agent.

Satisfaction survey occasionally presented incorrectly

Mar <var data-var='date'> 5</var>, <var data-var='time'>19:03</var> EST Resolved - This incident has been resolved. Mar <var data-var='date'> 5</var>, <var data-var='time'>19:01</var> EST Monitoring - A fix has been implemented and we are monitoring the results. Mar <var data-var='date'> 5</var>, <var data-var='time'>18:58</var> EST Identified - The issue has been identified and a fix is being implemented. Mar <var data-var='date'> 5</var>, <var data-var='time'>18:51</var> EST Investigating - Issue: We are seeing an increase of handoffs across all clusters due to an upstream service provider. Who it affects: Conversations using the Unified Reasoner.

Azure PTU failing midstream causing handoffs in the Unified Reasoner

Feb <var data-var='date'> 8</var>, <var data-var='time'>17:04</var> EST Resolved - This incident has been resolved. Feb <var data-var='date'> 8</var>, <var data-var='time'>15:03</var> EST Identified - The issue has been identified, and Zendesk is actively working toward a resolution. Feb <var data-var='date'> 8</var>, <var data-var='time'>12:17</var> EST Update - We are continuing to investigate this issue. Feb <var data-var='date'> 8</var>, <var data-var='time'>12:16</var> EST Investigating - We are currently investigating this issue. If you have already connected to the Zendesk messaging, please don't disconnect and re-connect it right now as it would cause some issues.

Is Ada down?

Ada status is UP

Lastest published events

Production US Cluster Upgrade

Oracle Handoffs are failing

Delayed responses and processing for some automated interactions

Ada Services, Components and Regions

Recent Ada events

Production US Cluster Upgrade

Oracle Handoffs are failing

Delayed responses and processing for some automated interactions

Production EU Cluster Upgrade

Handoff Failing

Delay in the Conversation view

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Is Ada down?

Ada status is UP

Lastest published events

Production US Cluster Upgrade

Oracle Handoffs are failing

Delayed responses and processing for some automated interactions

Ada Services, Components and Regions

Recent Ada events

Production US Cluster Upgrade

Oracle Handoffs are failing

Delayed responses and processing for some automated interactions

Production EU Cluster Upgrade

Handoff Failing

Delay in the Conversation view

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5 monitors included!