May <var data-var='date'>20</var>, <var data-var='time'>22:47</var> CEST Resolved - This incident has been resolved. May <var data-var='date'>20</var>, <var data-var='time'>15:21</var> CEST Monitoring - We have implemented a fix and seeing improved performance. We continue monitoring the behavior May <var data-var='date'>20</var>, <var data-var='time'>15:08</var> CEST Update - We are still working on the issue causing failed message delivery and error codes in several bots. Coming back with an update as soon as possible May <var data-var='date'>20</var>, <var data-var='time'>14:42</var> CEST Update - We are still experiencing inconsistent performance issues with AI-matching and Bot-outpus. Working as hard as we can to fix May <var data-var='date'>20</var>, <var data-var='time'>13:40</var> CEST Update - We are still working on restoring optimal performance May <var data-var='date'>20</var>, <var data-var='time'>11:30</var> CEST Identified - We are working as hard as we can to restore performance

Performance-issues with AI-matching causing increased fallback rates

May <var data-var='date'>19</var>, <var data-var='time'>20:39</var> CEST Resolved - This incident has been resolved. May <var data-var='date'>19</var>, <var data-var='time'>18:07</var> CEST Update - The behaviour looks more stable, and we are monitoring the behaviour. May <var data-var='date'>19</var>, <var data-var='time'>18:07</var> CEST Update - We are continuing to monitor for any further issues. May <var data-var='date'>19</var>, <var data-var='time'>17:49</var> CEST Monitoring - The behaviour looks more stable, and we are monitoring the situation. May <var data-var='date'>19</var>, <var data-var='time'>16:13</var> CEST Identified - The behaviour seems inconsistent, while we are working on a fix May <var data-var='date'>19</var>, <var data-var='time'>14:18</var> CEST Investigating - We are experiencing LLM-issues that could affect AI-generated answers and fallback rates

LLM issues affecting AI-generated answers

Mar <var data-var='date'>12</var>, <var data-var='time'>13:05</var> CET Resolved - The incident have been resolved. Platform is back up and stable. There will be an internal post-mortem incident report. Mar <var data-var='date'>12</var>, <var data-var='time'>12:43</var> CET Monitoring - A fix has been implemented and we are monitoring the results Mar <var data-var='date'>12</var>, <var data-var='time'>12:35</var> CET Update - We are continuing investigating this issue, follow this page for updates Mar <var data-var='date'>12</var>, <var data-var='time'>12:13</var> CET Update - We are continuing to investigate this issue. Mar <var data-var='date'>12</var>, <var data-var='time'>12:09</var> CET Investigating - Platform is currently down, we are investigating

Platform is down

Mar <var data-var='date'> 8</var>, <var data-var='time'>21:10</var> CET Resolved - This incident has been resolved. Mar <var data-var='date'> 8</var>, <var data-var='time'>13:02</var> CET Monitoring - A fix has been implemented and we are monitoring the results Mar <var data-var='date'> 7</var>, <var data-var='time'>10:00</var> CET Identified - The issue has been identified and we are implementing a fix

Partial downtime in analytics

Feb <var data-var='date'>11</var>, <var data-var='time'>11:33</var> CET Resolved - Incident resolved Feb <var data-var='date'>11</var>, <var data-var='time'>11:31</var> CET Investigating - We are currently investigating this issue.

Analytics in Bot Dashboard is down

Jan <var data-var='date'>27</var>, <var data-var='time'>16:07</var> CET Resolved - This incident has been resolved. Jan <var data-var='date'>27</var>, <var data-var='time'>12:36</var> CET Monitoring - A fix has been implemented and we are getting reports of working bots, we are still monitoring Jan <var data-var='date'>27</var>, <var data-var='time'>12:26</var> CET Identified - Because of some reliability changes we are experiencing problems between bubble and server connection, We identified the reason and we are trying to get it out as soon as possible. Due to how browser caching works, it will take some time to get it effective. Thanks for your patience.

Communication between chat clients and our servers is overloaded because of a reliability update

Jan <var data-var='date'>27</var>, <var data-var='time'>12:23</var> CET Resolved - This incident has been resolved. Jan <var data-var='date'>26</var>, <var data-var='time'>21:31</var> CET Monitoring - We are doing a migration on our databases for the Kindly Inbox website. If you are having connection troubles like messages not appearing unless a refresh, we are suggesting logging off and logging in again. If the problems continue please notify us.

Migration on Kindly Inbox Databases

Jan <var data-var='date'> 7</var>, <var data-var='time'>09:37</var> CET Resolved - The issue was resolved by the vendor at 21:40 6th of January Jan <var data-var='date'> 6</var>, <var data-var='time'>18:34</var> CET Monitoring - Partially solved by the vendor. Several tests show normal behaviour, but it can still occur that the dashboards fail to initialise. Jan <var data-var='date'> 6</var>, <var data-var='time'>16:05</var> CET Identified - One of our providers responsible for loading our dashboards are having issues atm causing dashboards in your bot not to load. They are aware and working on a fix. No data will be lost. It is only affecting visually loading the data.

Analytics dashboards fails to load

Nov <var data-var='date'>18</var>, <var data-var='time'>16:03</var> CET Resolved - From Cloudflare: 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. Nov <var data-var='date'>18</var>, <var data-var='time'>13:36</var> CET Update - Update from Cloudflare: We are seeing services recover, but customers may continue to observe higher-than-normal error rates as we continue remediation efforts. Nov <var data-var='date'>18</var>, <var data-var='time'>13:29</var> CET Update - Working again. Calling it "partial outage" until Cloudflare is fully up and running. Nov <var data-var='date'>18</var>, <var data-var='time'>13:27</var> CET Identified - Down again. Same reason. Nov <var data-var='date'>18</var>, <var data-var='time'>13:12</var> CET Monitoring - All systems seems to be back up, but Claudflare still reports error. Assuming our dependency is solved, while others still waiting. Will monitor going forward. Nov <var data-var='date'>18</var>, <var data-var='time'>13:05</var> CET Update - Bots respond if you managed to load the widget before cloudflare stopped working. From cloudflare: Investigating - Cloudflare is aware of, and investigating an issue which potentially impacts multiple customers. Further detail will be provided as more information becomes available. Nov <var data-var='date'>18</var>, <var data-var='time'>13:01</var> CET Update - We are continuing to work on a fix for this issue. Nov <var data-var='date'>18</var>, <var data-var='time'>13:01</var> CET Identified - Cloudflare has issues, causing part of Kindly among many other services to be down: https://www.cloudflarestatus.com/

Platform & Chat widget is not accessible

Oct <var data-var='date'>28</var>, <var data-var='time'>12:16</var> CET Resolved - All systems stable. Oct <var data-var='date'>28</var>, <var data-var='time'>11:20</var> CET Monitoring - All systems seems to be back up now. Monitoring to make sure. Oct <var data-var='date'>28</var>, <var data-var='time'>11:06</var> CET Update - Deploying a potential fix and purging the cache. Oct <var data-var='date'>28</var>, <var data-var='time'>10:43</var> CET Update - Working on the workaround. Oct <var data-var='date'>28</var>, <var data-var='time'>10:20</var> CET Update - Working on the workaround. Oct <var data-var='date'>28</var>, <var data-var='time'>10:05</var> CET Update - Working on the workaround. Oct <var data-var='date'>28</var>, <var data-var='time'>09:43</var> CET Update - We have confirmed that Telenor is aware of the issue and have internal resources on it. We continue on our workaround in parallel. Oct <var data-var='date'>28</var>, <var data-var='time'>09:40</var> CET Update - Looks to be more companies than Kindly that are affected. Still working on the workaround. Oct <var data-var='date'>28</var>, <var data-var='time'>09:31</var> CET Update - Working on workarounds while getting in contact with Telenor. Oct <var data-var='date'>28</var>, <var data-var='time'>09:13</var> CET Identified - We have identified that when using Telenor as a network provider, our bots will not respond, nor access our platform. We are working on finding out why.

Bots & Platform not responding when using Telenor networks

Aug <var data-var='date'>27</var>, <var data-var='time'>16:47</var> CEST Resolved - An employee’s laptop was inadvertently connected directly to their home internet service, bypassing a router/firewall and exposing network ports to the public internet. Automated bots scanning the internet identified an exposed service running inside a Docker container and exploited a vulnerability to deploy a cryptominer within that container. The container held some chatbot configuration files only; it did not contain sensitive or personal data. Our investigation to date shows no evidence of data leakage or any other breach beyond the cryptominer. We are reinforcing endpoint and network configuration requirements to prevent recurrence.

Isolated Workstation Configuration Issue

Apr <var data-var='date'>14</var>, <var data-var='time'>12:00</var> CEST Resolved - This incident has been resolved. Apr <var data-var='date'>14</var>, <var data-var='time'>11:51</var> CEST Monitoring - Issue seemed to be solved. Currently monitoring and understanding what caused the issue. Apr <var data-var='date'>14</var>, <var data-var='time'>11:32</var> CEST Update - We are continuing to investigate this issue. Apr <var data-var='date'>14</var>, <var data-var='time'>11:29</var> CEST Investigating - We are currently investigating the issue.

Handover to human chat are failing

Apr <var data-var='date'>11</var>, <var data-var='time'>16:48</var> CEST Completed - The scheduled maintenance has been completed. Apr <var data-var='date'>11</var>, <var data-var='time'>16:35</var> CEST Verifying - Verification is currently underway for the maintenance items. Apr <var data-var='date'>11</var>, <var data-var='time'>16:00</var> CEST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'> 8</var>, <var data-var='time'>09:13</var> CEST Scheduled - There will be some upgrades to our infrastructure that might cause intermittent connection issues

Infrastructure Updates

Mar <var data-var='date'>18</var>, <var data-var='time'>15:02</var> CET Resolved - This incident has been resolved. Mar <var data-var='date'>18</var>, <var data-var='time'>14:43</var> CET Update - No clear reason yet, still investigating Mar <var data-var='date'>18</var>, <var data-var='time'>11:45</var> CET Investigating - Currently investigating the issue.

Kindly Inbox (Live chat) responds slowly

Mar <var data-var='date'>13</var>, <var data-var='time'>15:00</var> CET Resolved - This incident has been resolved. Handover to humans had been failing for 14 minutes.

Jan <var data-var='date'>16</var>, <var data-var='time'>19:47</var> CET Resolved - After a normal business day we have looked at the numbers and they seem to be normal. We will continue to monitor the sessions numbers to correct any discrepancies that might have occurred because of the database update issue. Jan <var data-var='date'>16</var>, <var data-var='time'>01:15</var> CET Monitoring - It has been determined that there is a bug in the analytics database that affects the behavior for how Kindly calculates sessions. We have an open ticket with the database provider where they have acknowledged this bug and are working on a fix, but they don't know how long it will take. In order to restore most of the functionality of the database we have disabled a part of the sessions calculation before resuming normal analytics operations. This will affect stats in dashboards that measure sessions. We will resume ingesting analytics events to still have accurate statistics about messages, fallbacks, labels and all stats that are not derived from sessions. Once a bugfix is available, we plan use the accurate data to recreate the sessions data for the affected period and have accurate sessions statistics, but in the meantime the charts that show sessions may not reflect accurate numbers. Jan <var data-var='date'>15</var>, <var data-var='time'>18:20</var> CET Identified - During a routing maintenance upgrade of the analytics and unexpected event happened that requires us to reboot the database service. While this is ongoing analytics dashboards may be unavailable for some time. During this, all chatbot operations work as normal and all analytics events are recorded in a queue and no data is lost. Only the ability to view the data will be temporarily unavailable.

Upgrading analytics database

Jan <var data-var='date'>13</var>, <var data-var='time'>10:00</var> CET Resolved - Minor degredation to the analytics pages of Kindly due to partial outage in Kindly's analytics vendor.

Minor degredation in analytics pages

Dec <var data-var='date'>11</var>, <var data-var='time'>16:10</var> CET Resolved - Database is online, dashboards and APIs function as normal, all queued analytics events have been written to the database. Dec <var data-var='date'>11</var>, <var data-var='time'>15:36</var> CET Monitoring - The database is now back online and it is possible to make queries again. We will now start writing the queued events to the database. Dec <var data-var='date'>11</var>, <var data-var='time'>15:25</var> CET Update - We are continuing to work on a fix for this issue. Dec <var data-var='date'>11</var>, <var data-var='time'>15:21</var> CET Identified - While testing out some new features of the analytics systems we accidentally triggered some downtime for the analytics database. Chats are unaffected, and the platform app is working except you can't currently view analytics. APIs for analytics are also temporarily unavailable. No data is lost, all analytical data is being recorded and waiting in a queue to be written to the analytics database once it is online again.

Analytics database unplanned maintenance

Nov <var data-var='date'>27</var>, <var data-var='time'>14:00</var> CET Resolved - We experienced degraded performance in our AI services following a faulty deployment, which led to less accurate dialogue matching and AI predictions, such as those from Kindly GPT. We relied on our fallback AI engine system during this period. The issue was identified somewhat late but was resolved shortly after discovery. We will implement measures to detect this kind of degraded performance earlier and reduce its impact.

Degraded performance of AI services

Nov <var data-var='date'>14</var>, <var data-var='time'>18:46</var> CET Resolved - All systems seems stable. Nov <var data-var='date'>14</var>, <var data-var='time'>15:48</var> CET Monitoring - The issue might be related to high traffic, but not clear. Services have been upscaled and we will monitor the changes. Nov <var data-var='date'>14</var>, <var data-var='time'>13:32</var> CET Update - Still investigating, trying different approaches to find the core issue. Nov <var data-var='date'>14</var>, <var data-var='time'>12:36</var> CET Investigating - We are seeing issues where some users experience longer response time from the bot than normal. The issue under investigation. Most users should not be affected.

Issue with service response times

Sep <var data-var='date'>10</var>, <var data-var='time'>11:34</var> CEST Resolved - Some users where not able to access the Kindly Platform. Affected users would have experienced the outage for 5 minutes.

Issues with access to the Kindly Platform

Aug <var data-var='date'> 6</var>, <var data-var='time'>15:54</var> CEST Resolved - The issues is now resolved. All bots using Intents/Kindly Plus should no longer experience any delays. Bots still using samples might experience some delay if lots of changes are applied at the same time. Aug <var data-var='date'> 6</var>, <var data-var='time'>13:27</var> CEST Update - We are currently testing a fix in our staging environments. Aug <var data-var='date'> 6</var>, <var data-var='time'>11:46</var> CEST Identified - We experience some issues when applying changes to newly saved dialogues. Your edit will be saved, but it might not have the immediate effect in the bot as you are used to. The queue of applying the changes gets clogged, resulting in some changes taking up the available resources for others (also known as an indexing issue). We are aware of what is wrong and are working on short term and long term fixes to the problem.

Applying changes to dialogues

Jul <var data-var='date'> 2</var>, <var data-var='time'>17:06</var> CEST Resolved - The issue have been resolved and all chat logs should be visible as normal. Jul <var data-var='date'> 2</var>, <var data-var='time'>16:15</var> CEST Identified - The issue has been identified and a fix is being worked on. Jul <var data-var='date'> 2</var>, <var data-var='time'>16:05</var> CEST Investigating - Users in the platform cannot see history prior to 1st of July. We are working on a solution.

Chat logs not visible

Jun <var data-var='date'>28</var>, <var data-var='time'>14:19</var> CEST Resolved - This incident has been resolved. Jun <var data-var='date'>28</var>, <var data-var='time'>10:28</var> CEST Monitoring - This morning there was an incident with a sub-system handling handover of chats from bot to human agents. The issue has been handled and everything appears to be working as intended now, but we are still monitoring to make sure. The incident only affected handover for certain clients using this particular service, not all clients. Conversations with chatbots were unaffected, only users attempting to contact a human would have noticed the problem.

Problems with handover to live chat

Nov <var data-var='date'> 9</var>, <var data-var='time'>22:28</var> CET Resolved - This incident has been resolved. Nov <var data-var='date'> 8</var>, <var data-var='time'>21:24</var> CET Update - We are continuing to monitor for any further issues. Nov <var data-var='date'> 8</var>, <var data-var='time'>21:24</var> CET Monitoring - Bots using Kindly GPT will experience a degraded performance linked to issues on OpenAI servers.

Is Kindly down?

Kindly status is UP

Lastest published events

Performance-issues with AI-matching causing increased fallback rates

LLM issues affecting AI-generated answers

Platform is down

Kindly Services, Components and Regions

Recent Kindly events

Performance-issues with AI-matching causing increased fallback rates

LLM issues affecting AI-generated answers

Platform is down

Partial downtime in analytics

Analytics in Bot Dashboard is down

Communication between chat clients and our servers is overloaded because of a reliability update

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Is Kindly down?

Kindly status is UP

Lastest published events

Performance-issues with AI-matching causing increased fallback rates

LLM issues affecting AI-generated answers

Platform is down

Kindly Services, Components and Regions

Recent Kindly events

Performance-issues with AI-matching causing increased fallback rates

LLM issues affecting AI-generated answers

Platform is down

Partial downtime in analytics

Analytics in Bot Dashboard is down

Communication between chat clients and our servers is overloaded because of a reliability update

Get your FREE account now,5 monitors included!

Get your FREE account now,
5 monitors included!