Sep <var data-var='date'>16</var>, <var data-var='time'>12:46</var> PDT Resolved - Action required: Re-authorization of the integration user Salesforce has confirmed that the root cause of this incident has been resolved. To restore the flow of data between Backstory and Salesforce, the following action is required on your end: Re-authorize the Backstory<>Salesforce integration user. Sep <var data-var='date'>16</var>, <var data-var='time'>11:07</var> PDT Update - We don't have new information to share at this time. The Salesforce incident remains ongoing and may continue to affect Backstory's performance. Our team is still monitoring the situation closely, and we'll post another update as soon as anything changes. Sep <var data-var='date'>16</var>, <var data-var='time'>10:02</var> PDT Update - We don't have new information to share at this time. The Salesforce incident remains ongoing and may continue to affect Backstory's performance. Our team is still monitoring the situation closely, and we'll post another update as soon as anything changes. As before, the Backstory team will be in touch directly if any customer action is required. Sep <var data-var='date'>16</var>, <var data-var='time'>09:25</var> PDT Monitoring - We're aware of an ongoing Salesforce incident that may be affecting Backstory's performance. We're monitoring the situation closely, and the Backstory team will be in touch directly if customer action is required.

Ongoing Salesforce outage

Sep <var data-var='date'> 1</var>, <var data-var='time'>10:38</var> PDT Resolved - This incident has been resolved. The upstream provider has restored service, and Microsoft 365 activity data is processing normally. We ingested activity delayed during the incident, and dependent metrics and dashboards should now reflect complete data. Sep <var data-var='date'> 1</var>, <var data-var='time'>06:46</var> PDT Monitoring - The upstream provider has restored connectivity, and Microsoft 365 activity data is processing again. We are monitoring recovery and confirming that delayed data has been fully ingested. We will provide a further update once complete. Aug <var data-var='date'>31</var>, <var data-var='time'>13:18</var> PDT Identified - We have identified an issue with an upstream provider that is delaying processing of Microsoft 365 activity data. The provider has acknowledged the incident and is working on a resolution. During this period, recently sent and received Microsoft 365 email activity may not appear in Backstory, and dependent metrics and dashboards may reflect incomplete data. No action is required from customers. Microsoft 365 administrators can track progress under incident EX1464935 in the Microsoft 365 admin center. We are monitoring the situation and will post an update as information becomes available.

Microsoft Outage Causing Delays in Microsoft 365 Data Processing

Aug <var data-var='date'> 8</var>, <var data-var='time'>06:00</var> PDT Completed - The scheduled maintenance has been completed. Aug <var data-var='date'> 8</var>, <var data-var='time'>01:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'> 6</var>, <var data-var='time'>08:52</var> PDT Scheduled - We will be performing scheduled maintenance on our Salesforce integration to apply platform configuration updates. No action is expected from most customers. Salesforce data sync may be briefly delayed during this window and will resume automatically once maintenance is complete. We will post updates here as the work progresses.

Planned Maintenance — Salesforce Platform

Jul <var data-var='date'>25</var>, <var data-var='time'>16:00</var> PDT Completed - The scheduled maintenance has been completed. Jul <var data-var='date'>25</var>, <var data-var='time'>08:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'>21</var>, <var data-var='time'>10:35</var> PDT Scheduled - Our engineering team will be performing planned infrastructure work during this window to improve platform reliability and stability. Upgrade activities have been validated in advance and are designed to minimize disruption. Some platform features may experience brief, intermittent disruptions during the maintenance window, and in limited cases, certain operations may be temporarily unavailable for short periods. We will monitor services throughout the window and post updates as work progresses. If you experience unexpected behaviour outside the stated window, please reach out to support@backstory.ai.

Scheduled Maintenance: Platform Reliability Upgrades

Jul <var data-var='date'> 9</var>, <var data-var='time'>13:15</var> PDT Resolved - Data recovery is complete. Most areas of the platform are now operational, and data accuracy has been fully restored. There may be some latency in seeing values populate per instance, and we will monitor progress overnight. Our engineering team will conduct a postmortem to identify and implement improvements that prevent a recurrence. We apologize for the disruption and thank you for your patience today. Jul <var data-var='date'> 9</var>, <var data-var='time'>10:07</var> PDT Monitoring - Our team has made significant progress, and we are seeing improvements across the affected areas. Activity participant data and API functionality have been restored, and the remaining metrics are actively recovering. We are continuing to monitor closely and will share a final update once full recovery is confirmed. Thank you for your patience. Jul <var data-var='date'> 9</var>, <var data-var='time'>06:15</var> PDT Identified - At 8:00 AM UTC, we were alerted to an issue impacting Activity and Metrics Data on the Backstory platform. Activity participant information may appear incomplete in the Backstory Web Application. In addition, metrics based on people or activity participant data may not display the most recent figures. Our team has identified the root cause and is actively working on a resolution. We expect a full data recovery and will post updates as we make progress. We apologize for the inconvenience and appreciate your patience.

Activity and Metrics Data Issue

Jun <var data-var='date'>18</var>, <var data-var='time'>12:06</var> PDT Resolved - This incident has been resolved, and the application is operating normally. Thank you for your patience. Jun <var data-var='date'>18</var>, <var data-var='time'>11:54</var> PDT Monitoring - A fix has been implemented, and access to content within the application has been restored. We're monitoring the results to confirm full recovery. We'll follow up once we've verified the issue is fully resolved. Jun <var data-var='date'>18</var>, <var data-var='time'>11:52</var> PDT Investigating - We're currently investigating an issue affecting access to content within the application. The application is reachable, but some users may be unable to load their data. Our engineering team is actively working on a resolution. We'll post an update as we progress towards a resolution.

Web Application Content Loading Issues

May <var data-var='date'>30</var>, <var data-var='time'>12:00</var> PDT Completed - The scheduled maintenance has been completed. May <var data-var='date'>29</var>, <var data-var='time'>22:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'>28</var>, <var data-var='time'>14:51</var> PDT Scheduled - Our engineering team will be performing planned infrastructure work during this window to improve platform reliability and stability. Upgrade activities have been validated in advance and are designed to minimize disruption. Some platform features may experience brief, intermittent disruptions during the maintenance window, and in limited cases, certain operations may be temporarily unavailable for short periods. We will monitor services throughout the window and post updates as work progresses. If you experience unexpected behaviour outside the stated window, please reach out to support@backstory.ai.

Apr <var data-var='date'>29</var>, <var data-var='time'>06:38</var> PDT Resolved - This incident has been resolved. Apr <var data-var='date'>28</var>, <var data-var='time'>14:40</var> PDT Monitoring - Between approximately 3:30 PM and 5:35 PM EDT, users may have experienced blank or incomplete data panels, errors when loading activity and engagement data, AI-powered features returning no results, and failures with third-party integrations. Our engineering team has identified the issue as an infrastructure resource constraint and has taken action to restore service. The platform is now responsive, and features should be loading normally. We are continuing to closely monitor system stability and working on a permanent fix for the underlying cause. We will post a final update once we have confirmed full resolution. Apr <var data-var='date'>28</var>, <var data-var='time'>14:07</var> PDT Investigating - We are currently investigating a partial outage affecting multiple features of the Backstory platform. Users may experience blank or incomplete data panels, errors when loading activity and engagement data, AI-powered features returning no results, and failures with third-party integrations. Our engineering team is actively working to restore service. No customer data has been lost or corrupted. We will provide an update as soon as we have new information.

Platform Degradation — Multiple Features Affected

Mar <var data-var='date'>15</var>, <var data-var='time'>02:00</var> PDT Completed - The scheduled maintenance has been completed. Mar <var data-var='date'>15</var>, <var data-var='time'>00:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar <var data-var='date'>10</var>, <var data-var='time'>08:35</var> PDT Scheduled - We will be performing scheduled maintenance on core People.ai platform infrastructure to improve reliability and performance. Potential Impact You will still be able to sign in and use most core People.ai functionality. During this maintenance window, some data processing features may be temporarily affected: - Activity data synchronization may be delayed - Data updates may process more slowly than usual - Brief interruptions in real-time data processing (up to 10 minutes) - Occasionally return transient errors that are resolved by retrying What We're Doing Our engineering team will be upgrading critical infrastructure components that support data processing and real-time activity capture. This work has been thoroughly tested and is designed to enhance platform stability and scalability. We will monitor the platform closely throughout this maintenance activity and post updates here when work begins, as it progresses, and once it is complete.

Scheduled maintenance – People.ai Platform

Feb <var data-var='date'>14</var>, <var data-var='time'>04:00</var> PST Completed - The scheduled maintenance has been completed. Feb <var data-var='date'>14</var>, <var data-var='time'>00:00</var> PST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Feb <var data-var='date'>11</var>, <var data-var='time'>11:56</var> PST Update - We will be undergoing scheduled maintenance during this time. Feb <var data-var='date'>11</var>, <var data-var='time'>11:02</var> PST Scheduled - We will be performing scheduled maintenance on core People.ai platform services to improve reliability and scalability. Potential Impact You will still be able to sign in and use most core People.ai functionality. Some data processing and event-driven features may: - Update more slowly than usual - Temporarily show stale or delayed data - Occasionally return transient errors that are resolved by retrying We will monitor the platform closely throughout this maintenance and post updates here when work begins, as it progresses, and once it is complete.

Feb <var data-var='date'>12</var>, <var data-var='time'>05:00</var> PST Resolved - Between 8:00 AM and 12:18 PM PST on February 12, SalesAI Assistant responses displayed as unformatted text blocks, making them difficult to read. This affected all assistant chat queries and signal drill-ins. Our engineering team identified a degraded infrastructure endpoint and rerouted traffic to stable alternatives. The issue is now resolved, and all SalesAI responses are displaying properly. No data was lost, and no action is required from customers.

SalesAI Assistant Response Formatting Issue

Oct <var data-var='date'>21</var>, <var data-var='time'>04:25</var> PDT Resolved - This incident has been resolved. All People.ai services have been fully restored and are operating normally. We appreciate your patience and understanding during this industry-wide incident. If you continue to experience any issues, please contact our support team at support@people.ai. This incident is now closed. Oct <var data-var='date'>20</var>, <var data-var='time'>20:29</var> PDT Update - AWS has marked the US-EAST-1 incident as resolved. We are seeing partial recovery of our services, though some components remain impacted. We are working directly with provider Support to resolve the remaining issue, which is preventing full restoration of our REST APIs. We will provide another update when: - REST API service is restored - All data processing backlogs are cleared Oct <var data-var='date'>20</var>, <var data-var='time'>18:17</var> PDT Update - We are continuing to monitor for any further issues. Oct <var data-var='date'>20</var>, <var data-var='time'>07:53</var> PDT Update - We are continuing to monitor for any further issues. Oct <var data-var='date'>20</var>, <var data-var='time'>07:52</var> PDT Monitoring - We are monitoring AWS Progress and will update this post as the situation changes. Oct <var data-var='date'>20</var>, <var data-var='time'>07:50</var> PDT Investigating - We are currently experiencing service degradation due to the ongoing AWS US-EAST-1 outage affecting multiple availability zones. Current Impact: - Data processing delays (approximately 6+ hours behind real-time) - EDB (metrics) data delays (up to 24h behind) - People.ai Integration User data may be stale - REST API endpoints may be unavailable or return outdated data - Activity capture and CRM sync delays Root Cause: This is related to the widespread AWS outage affecting AWS services in the US-EAST-1 region. Next Steps: We are actively monitoring AWS's recovery efforts. We will provide an update when: - AWS announces meaningful progress or resolution - Our services begin recovering - There are material changes to the impact We appreciate your patience as AWS works to resolve this industry-wide issue.

Service Degradation Due to AWS US-EAST-1 Outage

Sep <var data-var='date'>24</var>, <var data-var='time'>03:00</var> PDT Completed - The scheduled maintenance has been completed. Sep <var data-var='date'>24</var>, <var data-var='time'>01:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Sep <var data-var='date'>22</var>, <var data-var='time'>07:31</var> PDT Scheduled - We will be performing scheduled infrastructure maintenance on Wednesday, September 24, 2025, from 4:00 AM - 6:00 AM ET (1:00 AM - 3:00 AM PT) to improve system reliability and performance. During the maintenance window: -Conversation and chat features may be temporarily unavailable. -Any automated processes that fail during this time will automatically retry upon service restoration. -All services will resume regular operation automatically after the maintenance window closes. Important: Your existing data and conversation history will not be affected by this maintenance. We appreciate your patience as we work to improve our infrastructure. If you experience any issues after the maintenance window, please contact our support team at support@people.ai.

Scheduled Maintenance - SalesAI Conversation Features

Mar <var data-var='date'>22</var>, <var data-var='time'>22:15</var> PDT Completed - The scheduled maintenance has been completed. Mar <var data-var='date'>22</var>, <var data-var='time'>22:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar <var data-var='date'>17</var>, <var data-var='time'>20:14</var> PDT Scheduled - We will be performing scheduled updates to our SalesAI services and the People.ai Web Application on the evenings of Friday, March 21st and Saturday, March 22nd. During these updates, brief and intermittent service interruptions may occur. These updates are part of our ongoing efforts to enhance performance and reliability. We appreciate your understanding.

Scheduled Maintenance - SalesAI Services

Mar <var data-var='date'>21</var>, <var data-var='time'>22:15</var> PDT Completed - The scheduled maintenance has been completed. Mar <var data-var='date'>21</var>, <var data-var='time'>22:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar <var data-var='date'>17</var>, <var data-var='time'>20:13</var> PDT Scheduled - We will be performing scheduled updates to our SalesAI services and the People.ai Web Application on the evenings of Friday, March 21st and Saturday, March 22nd. During these updates, brief and intermittent service interruptions may occur. These updates are part of our ongoing efforts to enhance performance and reliability. We appreciate your understanding.

Aug <var data-var='date'> 6</var>, <var data-var='time'>09:45</var> PDT Resolved - This incident has been resolved. Aug <var data-var='date'> 6</var>, <var data-var='time'>09:06</var> PDT Monitoring - A fix has been implemented and we are monitoring the results.

Performance Degradation

Mar <var data-var='date'>23</var>, <var data-var='time'>14:00</var> PDT Completed - The scheduled maintenance has been completed. Mar <var data-var='date'>23</var>, <var data-var='time'>04:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar <var data-var='date'>19</var>, <var data-var='time'>09:31</var> PDT Scheduled - We wish to inform you that scheduled system maintenance will occur on Saturday, March 23rd, from 8:00 AM to 6:00 PM UTC. This maintenance is part of our commitment to continuously improve and ensure our services’ reliability. The People.ai web application and People.ai <> Salesforce Sync services will not be available during this time. All relevant services (Salesforce and otherwise) will be automatically updated once maintenance is complete.

Scheduled Maintenance

Mar <var data-var='date'> 4</var>, <var data-var='time'>12:00</var> PST Completed - The scheduled maintenance has been completed. Mar <var data-var='date'> 4</var>, <var data-var='time'>02:00</var> PST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar <var data-var='date'> 2</var>, <var data-var='time'>08:49</var> PST Scheduled - In an effort to continually improve our services we are performing scheduled maintenance. The People.ai web application and People.ai <> Salesforce Sync services will not be available during this time. All relevant services (Salesforce and otherwise) will be automatically updated once maintenance is complete.

Jan <var data-var='date'>21</var>, <var data-var='time'>10:00</var> PST Completed - The scheduled maintenance has been completed. Jan <var data-var='date'>21</var>, <var data-var='time'>08:00</var> PST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jan <var data-var='date'>16</var>, <var data-var='time'>09:56</var> PST Scheduled - In an effort to continually improve our services we are performing routine maintenance. People.ai web application and People.ai <> Salesforce Sync services will not be available during this time. All relevant services (Salesforce and otherwise) will be automatically updated once maintenance is complete.

Routine maintenance

Oct <var data-var='date'>15</var>, <var data-var='time'>05:00</var> PDT Completed - The scheduled maintenance has been completed. Oct <var data-var='date'>15</var>, <var data-var='time'>02:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Oct <var data-var='date'>13</var>, <var data-var='time'>10:25</var> PDT Scheduled - In an effort to continually improve our services we are performing routine maintenance. The People.ai web application and People.ai <> Salesforce Sync services will not be available during this time. Data ingestion will continue throughout maintenance and all relevant services (Salesforce and otherwise) will be automatically updated once maintenance is complete.

Aug <var data-var='date'> 6</var>, <var data-var='time'>04:01</var> PDT Completed - The scheduled maintenance has been completed. Aug <var data-var='date'> 6</var>, <var data-var='time'>03:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'> 5</var>, <var data-var='time'>10:56</var> PDT Scheduled - In an effort to continually improve our services we are performing routine maintenance. The People.ai web application and People.ai <> Salesforce Sync services may not be available during this time. Data ingestion will continue throughout maintenance and all relevant services (Salesforce and otherwise) will be automatically updated once maintenance is complete.

Dec <var data-var='date'> 7</var>, <var data-var='time'>20:21</var> PST Resolved - This incident has been resolved. Dec <var data-var='date'> 7</var>, <var data-var='time'>17:38</var> PST Identified - The issue has been identified and a fix is being implemented. Dec <var data-var='date'> 7</var>, <var data-var='time'>11:20</var> PST Investigating - People.ai is currently experiencing degraded performance. You may experience longer than normal load times. Our engineering team is aware of the issue and actively working to resolve it. Please stay tuned for updates.

Nov <var data-var='date'> 6</var>, <var data-var='time'>03:00</var> PDT Completed - The scheduled maintenance has been completed. Nov <var data-var='date'> 6</var>, <var data-var='time'>00:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Nov <var data-var='date'> 1</var>, <var data-var='time'>07:27</var> PDT Scheduled - In an effort to continually improve our services we are performing routine maintenance. People.ai services will be unavailable during this time. All services will resume normal operations upon completion of the maintenance.

Routine Maintenance

Aug <var data-var='date'>28</var>, <var data-var='time'>12:00</var> PDT Completed - The scheduled maintenance has been completed. Aug <var data-var='date'>28</var>, <var data-var='time'>08:01</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'>25</var>, <var data-var='time'>18:50</var> PDT Scheduled - In an effort to continually improve our services we are performing routine maintenance. People.ai services will be unavailable during this time. All services will resume normal operations upon completion of the maintenance.

Aug <var data-var='date'>21</var>, <var data-var='time'>03:01</var> PDT Completed - The scheduled maintenance has been completed. Aug <var data-var='date'>21</var>, <var data-var='time'>00:02</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'>19</var>, <var data-var='time'>07:53</var> PDT Scheduled - In an effort to continually improve our services we are performing routine maintenance. People.ai services will be unavailable during this time. All services will resume normal operations upon completion of the maintenance.

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Lastest published events

Ongoing Salesforce outage

Microsoft Outage Causing Delays in Microsoft 365 Data Processing

Planned Maintenance — Salesforce Platform

People.ai Services, Components and Regions

Recent People.ai events

Ongoing Salesforce outage

Microsoft Outage Causing Delays in Microsoft 365 Data Processing

Planned Maintenance — Salesforce Platform

Scheduled Maintenance: Platform Reliability Upgrades

Activity and Metrics Data Issue

Web Application Content Loading Issues