Jul <var data-var='date'> 9</var>, <var data-var='time'>19:49</var> PDT Completed - The scheduled maintenance has been completed. Jul <var data-var='date'> 9</var>, <var data-var='time'>19:25</var> PDT Verifying - Verification is currently underway for the maintenance items. Jul <var data-var='date'> 9</var>, <var data-var='time'>17:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jun <var data-var='date'>30</var>, <var data-var='time'>17:26</var> PDT Scheduled - We’ll be migrating some of the data tables to a different infrastructure that is more scalable and reliable. There will be no impact to your production traffic. During this period, you will be unable to create or modify existing Intents, AI Instructions, Content Snippets, Triage models and Assist notes. We apologize for any inconvenience this may cause and appreciate your understanding and patience while we work hard to improve our services for you. Thank you.

Database Maintenance

Jul <var data-var='date'> 9</var>, <var data-var='time'>10:53</var> PDT Resolved - This incident has been fully resolved. The Solve Widget is now loading normally for all customers, and our monitoring confirms that performance and traffic have returned to stable levels following the rollback. Jul <var data-var='date'> 9</var>, <var data-var='time'>10:40</var> PDT Monitoring - The suspected changes have been successfully rolled back. We are currently seeing traffic recovering and the Solve Widget is beginning to load successfully for affected customers. Jul <var data-var='date'> 9</var>, <var data-var='time'>10:31</var> PDT Identified - We are currently investigating an issue where the Solve Widget is failing to load for some customers. Our engineering team has identified a potential cause and is in the process of rolling back suspected changes to restore service.

Elevated errors loading Solve Widget

Apr <var data-var='date'> 2</var>, <var data-var='time'>13:19</var> PDT Resolved - This incident has been resolved. Apr <var data-var='date'> 2</var>, <var data-var='time'>12:59</var> PDT Investigating - We are currently experiencing degraded call quality within Solve Voice. We have identified that this is due to an ongoing incident with our core communications provider. We have switched calls to our backup provider in the meantime. We are monitoring the situation closely and will provide updates as they become available.

Solve Voice Call Quality Degradation

Mar <var data-var='date'>23</var>, <var data-var='time'>14:03</var> PDT Resolved - This incident has been resolved Mar <var data-var='date'>23</var>, <var data-var='time'>13:38</var> PDT Monitoring - Our upstream provider has implemented a fix for the ongoing incident and is currently monitoring the results. Mar <var data-var='date'>23</var>, <var data-var='time'>13:19</var> PDT Identified - We are currently experiencing degraded call quality within Solve Voice. We have identified that this is due to an ongoing incident with our core communications provider. We have switched calls to our backup provider in the meantime. We are monitoring the situation closely and will provide updates as they become available.

Feb <var data-var='date'> 4</var>, <var data-var='time'>16:34</var> PST Resolved - This incident has been resolved. Feb <var data-var='date'> 4</var>, <var data-var='time'>16:27</var> PST Update - Update: The data cleanup is complete. All Dashboard Insights and historical analytics have returned to normal. This incident is resolved. Feb <var data-var='date'> 4</var>, <var data-var='time'>07:39</var> PST Update - Update: We are currently in the process of cleaning the affected historical data. You will see your analytics returning to normal levels over the next 24 hours as this process completes. Feb <var data-var='date'> 3</var>, <var data-var='time'>10:28</var> PST Identified - We have identified an issue causing inflated conversation metrics within Dashboard Insights for customers utilizing initial-intent-id. A fix has been implemented to prevent new occurrences, and we are currently performing a data cleanup to remove invalid records and restore accurate reporting.

Invalid Solve Conversations in Dashboard Insights

Feb <var data-var='date'> 3</var>, <var data-var='time'>13:29</var> PST Resolved - This incident has been resolved. The issue looks to have resulted from the earlier Cloudflare outage. Dashboard is now stable. Feb <var data-var='date'> 3</var>, <var data-var='time'>10:47</var> PST Monitoring - We have rolled back to the latest stable deployment and the dashboard is functional. We are investigating the root cause and will continue to monitor. Feb <var data-var='date'> 3</var>, <var data-var='time'>10:39</var> PST Investigating - Dashboard is currently unavailable for all users. We are investigating and will provide updates shortly.

Dashboard Outage

Jan <var data-var='date'> 9</var>, <var data-var='time'>13:18</var> PST Resolved - This incident has been resolved. Jan <var data-var='date'> 9</var>, <var data-var='time'>12:11</var> PST Identified - Intercom Customers are currently experiencing a service disruption affecting Solve Widget and Solve Email due to an ongoing outage with Intercom. We are closely monitoring Intercom’s status - https://www.intercomstatus.com/us-hosting/incidents/01KEJ5AZFPGWKRV57MMEAR9M0W#updates We will provide updates as more information becomes available.

Third-Party Outage: Intercom Connectivity Issues

Jan <var data-var='date'> 9</var>, <var data-var='time'>12:16</var> PST Resolved - This incident has been resolved. Jan <var data-var='date'> 9</var>, <var data-var='time'>10:05</var> PST Update - We have implemented a fix and confirmed that analytics jobs are now processing correctly. Analytics will return to Dashboard as these jobs complete. Jan <var data-var='date'> 9</var>, <var data-var='time'>07:58</var> PST Identified - The issue has been identified and a fix is being released. Jan <var data-var='date'> 9</var>, <var data-var='time'>07:13</var> PST Investigating - We are currently investigating an issue where Solve analytics data is not appearing on the Forethought dashboard.

Analytics Visibility Issues

Dec <var data-var='date'> 2</var>, <var data-var='time'>15:54</var> PST Resolved - This incident has been resolved. Dec <var data-var='date'> 2</var>, <var data-var='time'>15:18</var> PST Monitoring - A fix has been implemented and we are monitoring the results. Dec <var data-var='date'> 2</var>, <var data-var='time'>14:59</var> PST Update - Dashboard functionality for viewing intents has been restored. We are continuing to work on fully restoring execution for live conversations. We’ll share another update as soon as the remaining issue is resolved. Dec <var data-var='date'> 2</var>, <var data-var='time'>14:14</var> PST Identified - We’ve identified the issue affecting Solve Voice. Our team is currently implementing a fix. We’ll provide another update once the fix is deployed and functionality is fully restored. Dec <var data-var='date'> 2</var>, <var data-var='time'>14:00</var> PST Investigating - We are currently investigating an issue affecting Solve Voice. At this time: - Intents are failing to execute for live conversations. - Intents are unavailable to view in the Dashboard. Our team is actively working to identify the root cause and restore full functionality as quickly as possible. We will provide updates as soon as we have more information.

Solve Voice Outage

Nov <var data-var='date'>18</var>, <var data-var='time'>07:49</var> PST Resolved - This incident has been resolved. Nov <var data-var='date'>18</var>, <var data-var='time'>07:25</var> PST Update - We are continuing to monitor for any further issues. Nov <var data-var='date'>18</var>, <var data-var='time'>07:01</var> PST Monitoring - Cloudflare has just shared that "A fix has been implemented and we believe the incident is now resolved. We are continuing to monitor for errors to ensure all services are back to normal.". https://www.cloudflarestatus.com/incidents/8gmgl950y3h7 Nov <var data-var='date'>18</var>, <var data-var='time'>06:42</var> PST Update - We are continuing to work on a fix for this issue. Nov <var data-var='date'>18</var>, <var data-var='time'>06:20</var> PST Identified - The issue has been identified and a fix is being implemented. Nov <var data-var='date'>18</var>, <var data-var='time'>06:05</var> PST Investigating - We're experiencing an elevated level of API errors and are currently looking into the issue.

Elevated API Errors due to Cloudflare Global Network Outage

Oct <var data-var='date'>27</var>, <var data-var='time'>14:00</var> PDT Resolved - This incident has been resolved. Oct <var data-var='date'>27</var>, <var data-var='time'>13:29</var> PDT Identified - We are currently experiencing issues with a third-party Speech-to-Text (STT) provider that may impact Solve Voice functionality. Affected users may notice issues with audio responses during calls. Our engineering team is actively working on mitigations while we monitor the provider’s recovery. We will share updates as we learn more.

Solve Voice

Oct <var data-var='date'>21</var>, <var data-var='time'>17:41</var> PDT Resolved - This incident has been resolved. Oct <var data-var='date'>21</var>, <var data-var='time'>15:28</var> PDT Update - Twilio is reporting recovery, and we are seeing improvements in Solve Voice call transfers. Some users may still experience intermittent issues as systems fully stabilize. Our team continues to monitor performance and will provide another update once the service is fully restored. Oct <var data-var='date'>21</var>, <var data-var='time'>12:01</var> PDT Monitoring - We are currently monitoring an issue affecting Solve Voice call transfers due to a Twilio service disruption. As a result, some users may experience errors or failures when transferring calls. Our engineering team is actively working on mitigations within our systems while monitoring Twilio’s status and recovery efforts. We will provide updates as we make progress.

Solve Voice Call Transfers

Oct <var data-var='date'>20</var>, <var data-var='time'>16:29</var> PDT Resolved - This incident has been resolved. Oct <var data-var='date'>20</var>, <var data-var='time'>12:26</var> PDT Monitoring - We are currently monitoring the AWS service outage that is impacting connectivity with certain Helpdesk systems. This may cause intermittent issues with handoffs or message delivery between Forethought and your Helpdesk platform.

AWS Outage Impacting Helpdesk Integrations

Aug <var data-var='date'>13</var>, <var data-var='time'>17:57</var> PDT Resolved - This incident has been resolved. Aug <var data-var='date'>13</var>, <var data-var='time'>14:52</var> PDT Monitoring - A fix has been implemented and we are monitoring results Aug <var data-var='date'>13</var>, <var data-var='time'>14:30</var> PDT Identified - The issue has been identified and a fix is being implemented. Aug <var data-var='date'>13</var>, <var data-var='time'>14:22</var> PDT Investigating - There's currently an issue affecting Solve for Slack. The team is investigating now. We will provide updates when more information is available.

Solve for Slack Outage

Aug <var data-var='date'> 8</var>, <var data-var='time'>12:01</var> PDT Resolved - This incident has been resolved. Aug <var data-var='date'> 8</var>, <var data-var='time'>11:44</var> PDT Monitoring - The issue has been resolved. We are moving customers back to the primary TTS provider. Aug <var data-var='date'> 8</var>, <var data-var='time'>11:25</var> PDT Identified - There is currently an active issue with our primary TTS provider. The Voice AI Agent will sound different as the fallback TTS provider is currently be utilized. We will provide further updates throughout the day.

Solve Voice TTS

Apr <var data-var='date'>17</var>, <var data-var='time'>13:38</var> PDT Resolved - This incident has been resolved. Apr <var data-var='date'>17</var>, <var data-var='time'>13:23</var> PDT Update - We are continuing to monitor for any further issues. Apr <var data-var='date'>17</var>, <var data-var='time'>13:10</var> PDT Monitoring - The 3rd party provider is reverting their breaking changes. Calls are successfully reaching our Voice agent. We are monitoring the progress. Apr <var data-var='date'>17</var>, <var data-var='time'>12:55</var> PDT Update - We are continuing to work on a fix for this issue. Apr <var data-var='date'>17</var>, <var data-var='time'>12:54</var> PDT Identified - A 3rd Party provider is experiencing downtime. We will update the status page when that issue is resolved.

Apr <var data-var='date'>15</var>, <var data-var='time'>15:51</var> PDT Resolved - This incident has been resolved. Apr <var data-var='date'>15</var>, <var data-var='time'>12:42</var> PDT Monitoring - The third-party provider has implemented a workaround and is testing its effectiveness. We will provide updates as more information becomes available. Apr <var data-var='date'>15</var>, <var data-var='time'>09:38</var> PDT Identified - A 3rd Party provider is experiencing downtime. We will update the status page when that issue is resolved. Apr <var data-var='date'>15</var>, <var data-var='time'>09:32</var> PDT Investigating - We are currently investigating this issue.

Apr <var data-var='date'>10</var>, <var data-var='time'>17:08</var> PDT Resolved - This incident has been resolved. Apr <var data-var='date'>10</var>, <var data-var='time'>16:46</var> PDT Monitoring - A fix has been implemented and we are monitoring the results. Apr <var data-var='date'>10</var>, <var data-var='time'>14:26</var> PDT Identified - The issue has been identified and a fix is being implemented. Apr <var data-var='date'>10</var>, <var data-var='time'>11:12</var> PDT Update - We are continuing to investigate this issue. Apr <var data-var='date'>10</var>, <var data-var='time'>11:10</var> PDT Investigating - Solve Widget analytics pages are not showing recent data for some tables. We expect this issue to persist intermittently throughout the day while fixes are implemented.

Partial degradation of Solve Widget Analytics Dashboards

Apr <var data-var='date'> 9</var>, <var data-var='time'>11:56</var> PDT Resolved - This incident has been resolved Apr <var data-var='date'> 9</var>, <var data-var='time'>11:02</var> PDT Identified - A 3rd Party provider is experiencing downtime. They are resolving the issue within the hour. We will update the status page when that issue is resolved.

Nov <var data-var='date'>20</var>, <var data-var='time'>16:50</var> PST Resolved - This incident has been resolved Nov <var data-var='date'>20</var>, <var data-var='time'>16:42</var> PST Monitoring - A fix has been implemented and we are monitoring the results Nov <var data-var='date'>20</var>, <var data-var='time'>16:22</var> PST Investigating - Some widget conversations are experiencing higher than normal latency. We are investigating the issue.

Latency Spikes

Oct <var data-var='date'> 2</var>, <var data-var='time'>09:52</var> PDT Resolved - This incident has been resolved. All services are working as expected. Oct <var data-var='date'> 2</var>, <var data-var='time'>09:48</var> PDT Monitoring - A fix has been implemented and we are monitoring the results. Oct <var data-var='date'> 2</var>, <var data-var='time'>09:18</var> PDT Identified - The issue has been identified and we are working on a fix. Oct <var data-var='date'> 2</var>, <var data-var='time'>09:14</var> PDT Update - We are continuing to investigate this issue. Oct <var data-var='date'> 2</var>, <var data-var='time'>09:06</var> PDT Investigating - We are investigating the issue.

Partial degradation of intent prediction and Autoflows

Sep <var data-var='date'>12</var>, <var data-var='time'>14:00</var> PDT Resolved - This incident has been resolved Sep <var data-var='date'>11</var>, <var data-var='time'>13:24</var> PDT Update - We are continuing to monitor for any further issues. Sep <var data-var='date'>11</var>, <var data-var='time'>12:08</var> PDT Monitoring - A fix has been implemented and we are monitoring the results. Sep <var data-var='date'>11</var>, <var data-var='time'>08:54</var> PDT Identified - Solve analytics pages are not showing data for some tables. We expect this issue to persist intermittently throughout the day while fixes are implemented.

Intermittent Solve Data Tables not Showing Data

Sep <var data-var='date'> 9</var>, <var data-var='time'>18:08</var> PDT Resolved - This incident has been resolved. Sep <var data-var='date'> 9</var>, <var data-var='time'>17:58</var> PDT Update - We are continuing to monitor for any further issues. Sep <var data-var='date'> 9</var>, <var data-var='time'>17:45</var> PDT Monitoring - A fix has been implemented and we are monitoring the results. Sep <var data-var='date'> 9</var>, <var data-var='time'>17:35</var> PDT Identified - The issue has been identified and data is returning to tables Sep <var data-var='date'> 9</var>, <var data-var='time'>16:43</var> PDT Investigating - Some Solve data tables are not returning information. We are currently investigating the cause of this outage.

Solve Analytics tables missing data

Sep <var data-var='date'> 9</var>, <var data-var='time'>12:30</var> PDT Resolved - The issue has been resolved and Assist is back to normal. Sep <var data-var='date'> 9</var>, <var data-var='time'>09:00</var> PDT Identified - Feed, summarization and response generation are not loading, we've identified the issue and working on a fix

Assist not responding

Sep <var data-var='date'> 9</var>, <var data-var='time'>09:00</var> PDT Resolved - Feed, summarization and response generation are not loading, we've identified the issue and working on a fix

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Database Maintenance

Elevated errors loading Solve Widget

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Database Maintenance

Elevated errors loading Solve Widget

Solve Voice Call Quality Degradation

Solve Voice Call Quality Degradation

Invalid Solve Conversations in Dashboard Insights

Dashboard Outage