Apr <var data-var='date'>10</var>, <var data-var='time'>14:06</var> PDT Resolved - Resolved: This incident has been resolved. The fix has been deployed and the indexing backlog has been processed. Publisher bundles, published tabs, communications, and Resource Library search are all operating normally. ElasticSearch performance has returned to a healthy state and there has been no data loss. We appreciate your patience while our team worked through this. We will be conducting a full post-incident review and implementing longer-term improvements to prevent a recurrence. Apr <var data-var='date'>10</var>, <var data-var='time'>12:59</var> PDT Monitoring - Update: The fix has been deployed and Resource Library document indexing has been re-enabled. The indexing backlog is processing and search results will continue to reflect recent changes over the next few hours as the queue works through accumulated jobs. We are actively monitoring ElasticSearch performance to confirm full stability. All platform functionality: publishing, communications, bundles, published tabs, and document creation remains fully operational. There has been no data loss. We will post a final update once we have confirmed the incident is fully resolved. Apr <var data-var='date'>10</var>, <var data-var='time'>10:02</var> PDT Update - Update: Our engineering team has identified a resolution and is in the process of validating and deploying it. The fix targets the root cause of the attachment indexing degradation and will allow us to safely resume document indexing for Resource Library search. Since yesterday evening platform performance is healthy. Once validated, we will re-enable indexing and work through the accumulated backlog. Customers should expect Resource Library search to gradually reflect recent changes over the following hours as the queue drains. All other functionality: publishing, communications, bundles, published tabs, and document creation remains fully operational. There will be no data loss. We will post a final update once indexing has been fully restored. Apr <var data-var='date'> 9</var>, <var data-var='time'>17:19</var> PDT Update - Update: We have identified the root cause of this issue and have a plan in place. Publisher bundles, published tabs, and communications are no longer impacted, we have deployed a change that restores normal behavior for publishers. Resource Library document search remains operational. However, as part of our stabilization work, indexing of new Resource Library Documents has been temporarily paused to preserve overall platform search stability. Existing documents remain searchable. Updates to document metadata may not immediately be reflected in search results but the documents are still searchable. Our engineering team is dedicated to a targeting a fix for tomorrow that we believe will fully resolve the underlying issue and allow us to resume normal attachment indexing with no backfilling required. Again there is no data loss. We will post an update tomorrow as that work progresses. Apr <var data-var='date'> 9</var>, <var data-var='time'>15:20</var> PDT Update - Update: We are actively deploying a fix that will resolve the publisher bundle and published tab visibility issues and improve search indexing performance. Publishing, document creation, and all core platform functionality remain fully operational. There will be no data loss. We will post another update once the fix is confirmed in production. Apr <var data-var='date'> 9</var>, <var data-var='time'>14:11</var> PDT Identified - We are aware of an issue affecting search indexing performance. Some customers may experience the following: • Delays in newly published communications appearing in bundles or published tabs • Search results that are temporarily out of date (e.g., archived content still appearing, or recently updated titles not yet reflected) Important: Publishing, document creation, and all core platform functionality remain fully operational. This issue is limited to the speed at which search indexes reflect recent changes and the majority of users won't be impacted. Our engineering team has identified the underlying cause and is actively deploying a short term fix to restore normal indexing performance and prioritizing and working towards a longer term fix. There will be no data loss. We will post another update within 60 minutes or sooner as the situation progresses. Apr <var data-var='date'> 9</var>, <var data-var='time'>14:09</var> PDT Update - We are continuing to investigate this issue. Apr <var data-var='date'> 9</var>, <var data-var='time'>13:58</var> PDT Investigating - We are aware of an issue affecting search indexing performance. Some customers may experience the following: • Delays in newly published communications appearing in bundles or published tabs • Search results that are temporarily out of date (e.g., archived content still appearing, or recently updated titles not yet reflected) Important: Publishing, document creation, and all core platform functionality remain fully operational. This issue is limited to the speed at which search indexes reflect recent changes and the majority of users won't be impacted. Our engineering team has identified the underlying cause and is actively deploying a short term fix to restore normal indexing performance and prioritizing and working towards a longer term fix. There will be no data loss. We will post another update within 60 minutes or sooner as the situation progresses.

Delayed Search Indexing & Content Visibility

Apr <var data-var='date'> 8</var>, <var data-var='time'>10:03</var> PDT Update - Maintenance on Zipline’s Asia-Pacific database was completed successfully. Thank you for your patience! Please reach out to your organization’s Account Manager for any questions. Apr <var data-var='date'> 8</var>, <var data-var='time'>10:00</var> PDT Completed - The scheduled maintenance has been completed. Apr <var data-var='date'> 8</var>, <var data-var='time'>09:51</var> PDT Verifying - The upgrade on Zipline’s Asia-Pacific database was completed successfully. We’re currently monitoring progress. Apr <var data-var='date'> 8</var>, <var data-var='time'>09:00</var> PDT Update - Scheduled maintenance on Zipline’s Asia-Pacific database is currently underway. Updates will be provided as needed. Apr <var data-var='date'> 8</var>, <var data-var='time'>09:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'> 7</var>, <var data-var='time'>09:09</var> PDT Scheduled - We’re updating our database so Zipline can continue to scale and seamlessly power retail’s toughest work. This downtime affects only organizations with instances hosted on Zipline’s Asia-Pacific database. We’re performing this update during a low-activity window in Zipline to minimize impact and interruptions. The planned downtime will occur on Thursday, April 9, at 12:00am SGT / 2:00am AEST. This window may take up to one hour, and Zipline will be unavailable during this time. During this window, API integration calls will receive a 503 Service Unavailable response, and impacted organizations may need to resend calls after this period. We recommend forwarding this internally to any business partners who would benefit from this notice, and please connect with your organization’s Account Manager for any questions. Thank you!

Scheduled Database Maintenance - APAC

Apr <var data-var='date'> 3</var>, <var data-var='time'>16:09</var> PDT Resolved - This incident has been fully resolved. The Zipline application is operating normally and all systems are performing as expected. We apologize for the disruption experienced today and will be conducting a thorough review to prevent recurrence. Thank you for your patience. Apr <var data-var='date'> 3</var>, <var data-var='time'>15:40</var> PDT Monitoring - A fix has been deployed to address the performance issue affecting the Zipline application. The platform is currently stable and we are monitoring closely to confirm full resolution. We will update this page once we are confident the issue has been fully resolved. We apologize for the disruption today and appreciate your patience. Apr <var data-var='date'> 3</var>, <var data-var='time'>15:15</var> PDT Identified - We are currently investigating intermittent slowness and elevated response times affecting the Zipline application. Some users may experience delays when loading pages or an error screen. Our team has identified the issue and is actively deploying a fix. We will provide an update as soon as possible. We apologize for the disruption and appreciate your patience.

Intermittent Performance Degradation — Zipline Application

Feb <var data-var='date'>26</var>, <var data-var='time'>23:44</var> PST Completed - Maintenance on our North America-based database was completed successfully. Thank you for your patience! Please reach out to your organization’s Account Manager for any questions. Feb <var data-var='date'>26</var>, <var data-var='time'>23:40</var> PST Verifying - The North America-based database upgrade was completed successfully. We are currently monitoring for any issues. Feb <var data-var='date'>26</var>, <var data-var='time'>23:00</var> PST Update - Scheduled maintenance on Zipline’s North America-based database is currently underway. Updates will be provided as necessary. Feb <var data-var='date'>26</var>, <var data-var='time'>23:00</var> PST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Feb <var data-var='date'>25</var>, <var data-var='time'>14:19</var> PST Scheduled - We’re updating our database so Zipline can continue to scale and seamlessly power retail’s toughest work. This downtime affects only organizations with instances hosted on Zipline’s North America-based database. We’re performing this update during a low-activity window in Zipline to minimize impact and interruptions. The planned downtime will occur on February 26 at 11:00pm PT / February 27 at 7:00am UTC. This window may take up to one hour, and Zipline will be unavailable during this time. During this window, API integration calls will receive a 503 Service Unavailable response, and impacted organizations may need to resend calls after this period. We recommend forwarding this internally to any business partners who would benefit from this notice, and please connect with your organization’s Account Manager for any questions. Thank you!

Scheduled Database Maintenance: North America

Oct <var data-var='date'>20</var>, <var data-var='time'>16:02</var> PDT Resolved - This incident has been resolved. Oct <var data-var='date'>20</var>, <var data-var='time'>14:27</var> PDT Monitoring - We are confident in the latest updates from Amazon Web Services (AWS), they are close to a full resolution. Our team has been able to confirm that for the last hour and a half we are seeing full site wide stability. We will continue to monitor until we recieve a full resolution from AWS status page. Oct <var data-var='date'>20</var>, <var data-var='time'>11:29</var> PDT Update - Our teams continue to closely monitor updates from our service provider (AWS). They have indicated that they are in the midst of a full recovery. At this time, our internal monitoring confirms site-wide stability across all Zipline services. We will continue to observe system performance closely to ensure sustained reliability and will provide additional updates upon full resolution. Oct <var data-var='date'>20</var>, <var data-var='time'>09:05</var> PDT Update - Our teams are closely monitoring our service providers updates (AWS). AWS is indicating that they've identified the connectivity issue on their end and implementing mitigation and remediation steps. A link to AWS health status can be found here: https://health.aws.amazon.com/health/status Oct <var data-var='date'>20</var>, <var data-var='time'>07:57</var> PDT Identified - AWS US-East-1 is experiencing a major outage impacting a portion of Zipline services and large parts of the Internet. We’re actively monitoring their status updates and will share new information as soon as it becomes available Oct <var data-var='date'>20</var>, <var data-var='time'>07:53</var> PDT Investigating - As a result of the current ongoing widespread outage with Amazon Web Services (AWS) access to Zipline may be impacted along with certain functionality within the application. We are currently assessing all the areas of impact and working to mitigate and or resolve.

Widespread AWS Outage Impacting Access to Zipline

Sep <var data-var='date'>17</var>, <var data-var='time'>23:57</var> PDT Completed - Maintenance on our North America-based database was completed successfully. Thank you for your patience! Please reach out to your organization’s Account Manager for any questions. Sep <var data-var='date'>17</var>, <var data-var='time'>23:41</var> PDT Verifying - The database upgrade was completed successfully. We are currently monitoring for any issues. Sep <var data-var='date'>17</var>, <var data-var='time'>22:59</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Sep <var data-var='date'>16</var>, <var data-var='time'>16:28</var> PDT Scheduled - We’re entering the final phase of our regional database upgrades and will be updating the North America-based database shortly. This downtime only impacts organizations with instances hosted on Zipline’s North America-based database. We’re performing this update during a window when we see the lowest volume of activity in Zipline to minimize impact and interruptions. As such, we have planned downtime on Wednesday, September 17, at 11:00pm PT / Thursday, September 18, at 6:00am UTC. This window may take up to one hour, and Zipline will be unavailable during this time. During this window, API integration calls will receive a 503 Service Unavailable response. As a result, impacted organizations may need to resend calls after this period. We recommend forwarding this internally to any business partners/IT stakeholders who would benefit from this notice, as well as communicating the planned downtime window to users Please connect with your Account Manager for any questions. Thank you!

Sep <var data-var='date'>10</var>, <var data-var='time'>17:37</var> PDT Completed - Maintenance on our Europe-based database was completed successfully. Thank you for your patience! Please reach out to your organization’s Account Manager for any questions. Sep <var data-var='date'>10</var>, <var data-var='time'>17:26</var> PDT Verifying - The Europe-based database upgrade was completed successfully. We are currently monitoring for any issues. Sep <var data-var='date'>10</var>, <var data-var='time'>17:02</var> PDT Update - Scheduled maintenance is currently in progress. We will provide updates as necessary. Sep <var data-var='date'>10</var>, <var data-var='time'>17:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Sep <var data-var='date'>10</var>, <var data-var='time'>12:19</var> PDT Scheduled - We’re continuing to update our databases by region, and will be updating the Europe-based database shortly. This downtime only impacts organizations with instances hosted on Zipline’s Europe-based database. The planned maintenance is scheduled for Wednesday, September 10, at 5:00pm PT / Thursday, September 11, at 12:00am UTC, a window when we see a low volume of activity in Zipline to minimize impact and interruptions. This window may take up to one hour, and Zipline will be unavailable during this time. During this window, API integration calls will receive a 503 Service Unavailable response. As a result, impacted organizations may need to resend calls after this period. We recommend forwarding this internally to any business partners/IT stakeholders who would benefit from this notice, and please connect with your Account Manager for any questions. Thank you!

Scheduled Database Maintenance: Europe (EU)

Aug <var data-var='date'>28</var>, <var data-var='time'>08:48</var> PDT Completed - Database maintenance was completed successfully. Thank you for your patience! For any questions, please reach out to your organization’s Account Manager. Aug <var data-var='date'>28</var>, <var data-var='time'>08:32</var> PDT Verifying - The database upgrade was completed successfully. We are currently monitoring for any issues. Aug <var data-var='date'>28</var>, <var data-var='time'>08:24</var> PDT Update - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'>28</var>, <var data-var='time'>08:20</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'>28</var>, <var data-var='time'>08:17</var> PDT Scheduled - We’re updating our database so Zipline can continue to scale and seamlessly power retail’s toughest work. This downtime only impacts organizations with instances hosted on our APAC-based database. We’re performing this update during a window when we see a low volume of activity in Zipline to minimize impact and interruptions. As such, we have planned maintenance on Thursday, August 28, at 11:00pm SGT / Friday, August 29, at 1:00am AEST. This window may take up to one hour, and Zipline will be unavailable during this time. During this window, API integration calls will receive a 503 Service Unavailable response. As a result, impacted organizations may need to resend calls after this period. We recommend forwarding this internally to any business partners/IT stakeholders who would benefit from this notice, as well as communicating the planned downtime window to users Please connect with your Account Manager for any questions. Thank you!

Scheduled Maintenance - APAC

Aug <var data-var='date'>28</var>, <var data-var='time'>07:22</var> PDT Resolved - Resolved: We were able to expedite the release of a new version of the iOS app, 4.1.5 and it is working as expected. If you made the upgrade to 4.1.4 please update the app to bump your version to a non-corrupt version of the Zipline iOS app in the App Store. If you hadn't installed the latest version from us that was released on August 27th you will not be and haven't been affected. Aug <var data-var='date'>27</var>, <var data-var='time'>18:04</var> PDT Identified - The most recent build of our iOS app, build 4.1.4, was corrupted during the build and deploy process, and will not function properly if installed on devices. Unfortunately, we cannot roll back the version in the Apple store. We are already working on deploying a fix in version 4.1.5. We anticipate that the fix will be deployed tomorrow. In the meantime, please avoid deploying 4.1.4 to devices if at all possible, as it will render Zipline non-operational on those devices. Thank you for your patience and understanding as we work to resolve this issue.

DO NOT INSTALL Zipline for iOS, Build 4.1.4 (Please!)

Jun <var data-var='date'>11</var>, <var data-var='time'>03:03</var> PDT Resolved - Overnight, Heroku have announced that all further issues on their end have been resolved. We've seen no further impact from this incident overnight, and are therefore declaring it resolved. Jun <var data-var='date'>10</var>, <var data-var='time'>20:00</var> PDT Update - At present, Zipline is seeing little to no impact to our services from the ongoing daylong disruption to Salesforce/Heroku systems. Salesforce are continuing to work to stabilize their systems, and are currently initiating a fleetwide reboot of all machines across their Cloud services, including Heroku. It is possible that this may cause one or more brief service outages for Zipline overnight tonight, depending on if/when Salesforce reboot the clusters which house our application. Our on-call team remains ready to respond to any impacts overnight, and our Platform engineers will reassess the current state of play first thing tomorrow morning. Thank you for your patience as we weather someone else's storm together. Jun <var data-var='date'>10</var>, <var data-var='time'>13:59</var> PDT Update - Zipline systems continue to be minimally affected by Salesforce's troubles, and we have further altered our resource deployment so that we can better weather any continued issues overnight and into tomorrow. We continue to lack a firm resolution timeline from Salesforce. Their most recent update is as follows: "We don’t have additional information to share at this time. Our efforts remain focused on internal testing and validation as we continue to see incremental improvements. We will provide a resolution timeline as soon as possible, and we apologize for the continued trouble." Jun <var data-var='date'>10</var>, <var data-var='time'>13:16</var> PDT Update - We continue to see negligible impact to our services at this time, but Heroku have not yet indicated that they have fully resolved issues in their system, so we are continuing to monitor the situation closely. Salesforce/Heroku's most recent update, as of 12:46pm PDT, was as follows: "We are observing positive results in our initial testing on pre-production environments. We’re continuing to test the fix before applying it to production environments and will provide a resolution timeline once determined. We will provide another update within 30 minutes or sooner if new information becomes available." Jun <var data-var='date'>10</var>, <var data-var='time'>10:54</var> PDT Update - We are seeing very little impact to our services currently, but Zipline's team will remain in an active alert state until we hear that a definitive fix has been deployed by Heroku/Salesforce. Salesforce are continuing to work on a permanent fix for their issues today. In their words: "We continue to work on the permanent fix and explore alternate paths to resolution. Once the fix is developed, an estimated time to resolution will be shared." We will pass on Salesforce's resolution ETA as soon as they state one. Jun <var data-var='date'>10</var>, <var data-var='time'>09:48</var> PDT Update - We are confident that we're now able to absorb the worst of the impacts from Heroku's ongoing instability, but cannot guarantee uninterrupted service until Salesforce/Heroku assure us that they've completed work on their systems. Salesforce's most recent update, as of 9:38am PDT, is as follows: "Investigations are still ongoing. A permanent fix is in progress, and it will require disabling the configuration change that reintroduces impact." Jun <var data-var='date'>10</var>, <var data-var='time'>08:45</var> PDT Update - We are currently seeing a significant improvement in the responsiveness of our underlying Heroku services, and the stability of our applications as a result. Our team now also has at least partial access to the tools we need to manage our system resources effectively. We will continue to monitor this as an active incident until Salesforce/Heroku give a definitive "all clear" on their systems. Jun <var data-var='date'>10</var>, <var data-var='time'>08:19</var> PDT Update - It appears that Salesforce have identified the root cause of the issue, but have yet to fully resolve it. From their status updates (https://status.salesforce.com/generalmessages/10001540): "Some customers are seeing improvements while accessing their services; however, the current impact still remains. Further investigations highlighted that an automated change on the Heroku environment was the potential trigger of this issue." Jun <var data-var='date'>10</var>, <var data-var='time'>08:09</var> PDT Update - Within the last 20 minutes, Salesforce has began rebooting affected Heroku instances and claim that this should restore service. We are seeing error rates drop across our hosting infrastructure, and will continue monitoring closely until we are confident that service is fully normalized. Jun <var data-var='date'>10</var>, <var data-var='time'>07:33</var> PDT Update - We are continuing to monitor the situation closely with the utmost urgency as our top priority at this time. To recap, Zipline is currently impacted by a major upstream outage being experienced by our hosting provider Heroku (A Salesforce Company). More details on that can be found here: https://status.salesforce.com/generalmessages/10001540 Depending on the Zipline cluster where your organization is being hosted (i.e. NA, EU, etc.) you may be having a different experience simply based on the differences in overall traffic/volume/load. Generally speaking though, attempts to reload, refresh or log out and back in to the application will not serve useful. Our teams will continue to remain close to this issue and provide updates via this channel as soon as they are available. We apologize for any inconveniences or disruptions this may be causing to your day to day operations. Jun <var data-var='date'>10</var>, <var data-var='time'>07:32</var> PDT Update - We are continuing to monitor for any further issues. Jun <var data-var='date'>10</var>, <var data-var='time'>07:14</var> PDT Update - We are continuing to monitor the situation closely with the utmost urgency as our top priority at this time. To recap, Zipline is currently impacted by a major upstream outage being experienced by our hosting provider Heroku (A Salesforce Company). More details on that can be found here: https://status.salesforce.com/generalmessages/10001540 Depending on the Zipline cluster where your organization is being hosted (i.e. NA, EU, etc.) you may be having a different experience simply based on the differences in overall traffic/volume/load. Generally speaking though, attempts to reload, refresh or log out and back in to the application will not serve useful. Our teams will continue to remain close to this issue and provide updates via this channel as soon as they are available. We apologize for any inconveniences or disruptions this may be causing to your day to day operations. Jun <var data-var='date'>10</var>, <var data-var='time'>05:51</var> PDT Monitoring - Our hosting provider, Heroku, is currently investigating an issue in their platform, which hosts the Zipline app: https://status.salesforce.com/generalmessages/10001540 https://status.heroku.com/incidents/2822 As a result of this upstream issue, our engineers currently do not have access to many of the tools that allow us to manage system load, and we understand that the systems which "autoscale" new resources to handle busy peaks may also be offline. While this issue is ongoing, it's possible that our service will be degraded as it becomes busier over the course of the day. We will continue to directly monitor Heroku's (so far scant) information regarding the causes and likely resolution time for this incident.

Possible Platform Instability This Morning

Apr <var data-var='date'>24</var>, <var data-var='time'>16:36</var> PDT Resolved - This incident has now been fully resolved and all Zipline modules are displaying correctly. Apr <var data-var='date'>24</var>, <var data-var='time'>15:42</var> PDT Monitoring - A fix has been implemented by our engineering team. Most customers should notice that the correct Zipline modules are now appearing once again. We will continue to monitor the situation closely and provide the next update upon full resolution. Apr <var data-var='date'>24</var>, <var data-var='time'>13:23</var> PDT Identified - We have identified an issue in the Zipline app where customers will see modules that they have not previously had access to. We have identified the root cause and are working towards a resolution. While this is ongoing there might be unintended interactions with the app.

Incorrect Zipline Module Availability

Dec <var data-var='date'>12</var>, <var data-var='time'>00:38</var> PST Resolved - This incident has been resolved. Dec <var data-var='date'>11</var>, <var data-var='time'>20:00</var> PST Monitoring - A fix has been implemented and we are monitoring the results. Dec <var data-var='date'>11</var>, <var data-var='time'>19:08</var> PST Identified - Our upstream provider is currently experiencing downtime, which is affecting Zippy Availability. The incident is posted here: https://status.openai.com/incidents/ctrsv3lwd797

Upstream incident affecting Zippy Availability

Sep <var data-var='date'>24</var>, <var data-var='time'>22:41</var> PDT Completed - Scheduled maintenance to Zipline’s third-party integrations connector was completed successfully. Thank you for your patience! For any questions, please reach out to your organization’s Account Manager. Sep <var data-var='date'>24</var>, <var data-var='time'>22:26</var> PDT Verifying - The upgrade to Zipline’s third-party integrations connector was completed successfully. We are currently monitoring for any issues. Sep <var data-var='date'>24</var>, <var data-var='time'>22:10</var> PDT Update - Scheduled maintenance on Zipline’s third-party integrations connector is currently in progress. We will provide updates as necessary. Sep <var data-var='date'>24</var>, <var data-var='time'>22:10</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Sep <var data-var='date'>24</var>, <var data-var='time'>22:08</var> PDT Scheduled - We’re upgrading our third-party integrations connector to continue enabling Zipline’s extensibility. This downtime is only applicable to organizations with at least one of the following integrations in Zipline: Customer experience Facilities management Learning management Workforce management We’re performing this backend-only update when there is the lowest volume of activity to minimize impact and interruptions.

Third-party integrations connector upgrade.

Aug <var data-var='date'> 6</var>, <var data-var='time'>22:53</var> PDT Completed - Database maintenance was completed successfully. Thank you for your patience! For any questions, please reach out to your organization’s Account Manager. Aug <var data-var='date'> 6</var>, <var data-var='time'>22:22</var> PDT Verifying - The database upgrade was completed successfully. We are currently monitoring for any issues. Aug <var data-var='date'> 6</var>, <var data-var='time'>22:00</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'>21:48</var> PDT Scheduled - We’re updating our database so Zipline can continue to scale and seamlessly power retail’s toughest work. We’re performing this update during a window when we see the lowest volume of activity in Zipline to minimize impact and interruptions. As such, we have planned downtime on Tuesday, August 6 at 10:00pm PT / Wednesday, August 7 at 5:00am UTC. This window may take up to one hour, and Zipline will be unavailable during this time. During this window, API integration calls will receive a 503 Service Unavailable response. As a result, impacted organizations may need to resend calls after this period. We recommend forwarding this internally to any business partners/IT stakeholders who would benefit from this notice, as well as communicating the planned downtime window to users Please connect with your Account Manager for any questions. Thank you!

Scheduled Database Maintenance

Jul <var data-var='date'>25</var>, <var data-var='time'>01:27</var> PDT Resolved - This incident has been resolved. All requests have succeeded since 00:12 PDT / 9:12 am UTC. Our upstream provider has confirmed that the issue is resolved on their end. Jul <var data-var='date'>25</var>, <var data-var='time'>00:47</var> PDT Monitoring - All requests have succeeded since 00:12 PDT / 9:12am UTC. We are waiting for a confirmation from our upstream provider that the issue is fully resolved on their end. Jul <var data-var='date'>24</var>, <var data-var='time'>23:54</var> PDT Identified - Impact: Intermittent connection errors affecting approximately 20% of requests Details: We are currently experiencing intermittent connection errors in our European environment. Approximately 20% of requests are returning error pages. Refreshing the page solves the issue. Our investigation indicates that the issue is related to an upstream provider. Actions Taken: - Our team is working with our upstream provider to identify and resolve the issue. - We are monitoring the situation closely and will provide updates once we have more information. We apologize for any inconvenience this may cause and appreciate your patience as we work to restore normal service. Next Update: We will provide the next update when progress is made.

Intermittent Connection Errors in the European Environment

Jun <var data-var='date'> 6</var>, <var data-var='time'>09:34</var> PDT Resolved - This incident has been resolved. Jun <var data-var='date'> 6</var>, <var data-var='time'>09:23</var> PDT Investigating - We are currently investigating an issue with a downstream provider, where clock punches do not seem to be accessible to our API

Partial outage: clock punches

Oct <var data-var='date'> 5</var>, <var data-var='time'>14:06</var> PDT Resolved - The incident is resolved. Latency has remained at pre-incident levels. Thank you for your patience! Oct <var data-var='date'> 5</var>, <var data-var='time'>13:01</var> PDT Monitoring - We have identified a solution, and have implemented it. We are no longer seeing abnormal latency for the application. We will continue to monitor the situation Oct <var data-var='date'> 5</var>, <var data-var='time'>12:54</var> PDT Investigating - We are investigating a issue where app latency has increased

Partial slowdown in application

Sep <var data-var='date'>29</var>, <var data-var='time'>00:07</var> PDT Resolved - This incident has been resolved. Sep <var data-var='date'>28</var>, <var data-var='time'>14:48</var> PDT Update - Services are back up and running we will continue to monitor the application to ensure there are no further hiccups Sep <var data-var='date'>28</var>, <var data-var='time'>14:44</var> PDT Monitoring - We have rolled back and are monitoring all systems to ensure stability. Sep <var data-var='date'>28</var>, <var data-var='time'>14:44</var> PDT Update - The application is back up, and we are rebooting satellite services Sep <var data-var='date'>28</var>, <var data-var='time'>14:40</var> PDT Identified - Our previous deployment has run into a snag in production. We're rolling back the deployment and service should be resumed within the next 5 minutes. We apologise for the impact to your day

Outage due to broken deployment.

Sep <var data-var='date'>27</var>, <var data-var='time'>14:25</var> PDT Resolved - Resolution of this issue has been confirmed by Heroku. As of yet, no further details on the cause have been given. Sep <var data-var='date'>27</var>, <var data-var='time'>11:31</var> PDT Monitoring - An upstream provider, Heroku, is experiencing degraded performance on their EU-based platform. As a result, we are seeing degraded performance for customers using the EU-based instance of Zipline. We will continue monitoring and communicating with our provider for clarification on the issue and resolution time

EU Upstream provider: degraded performance affecting customers on EU instance

Sep <var data-var='date'> 6</var>, <var data-var='time'>22:45</var> PDT Completed - Maintenance was completed successfully, and the application is available. Sep <var data-var='date'> 6</var>, <var data-var='time'>22:32</var> PDT Verifying - The database upgrade was completed successfully. We are currently monitoring for any issues. Sep <var data-var='date'> 6</var>, <var data-var='time'>22:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Sep <var data-var='date'> 6</var>, <var data-var='time'>21:58</var> PDT Scheduled - We are upgrading our database. We have planned downtime to perform this upgrade on Wednesday, September 6, at 10:00pm PDT / Thursday, September 7, at 5:00am UTC. This window may take up to one hour. The Zipline web and mobile interfaces will not be available during this time and requests sent to the GraphQL API will receive a non-success response. Integration requests will respond with success but won’t apply to the Zipline platform until the maintenance concludes. We recommend forwarding this internally to any business partners/IT stakeholders who’d benefit from this notice, as well as communicating the planned downtime window to your frontline teams. For any questions, please partner with your organization’s Account Manager.

Aug <var data-var='date'> 8</var>, <var data-var='time'>23:00</var> PDT Completed - The scheduled maintenance has been completed. Aug <var data-var='date'> 8</var>, <var data-var='time'>22:56</var> PDT Update - Preparation and backups for this upgrade have taken longer than expected. Downtime should begin shortly, but will unfortunately extend a little past the 11pm PDT end of our anticipated window. We'll continue to provide updates as the work progresses. Aug <var data-var='date'> 8</var>, <var data-var='time'>22:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'> 8</var>, <var data-var='time'>10:03</var> PDT Update - We will be undergoing scheduled maintenance during this time. Aug <var data-var='date'> 8</var>, <var data-var='time'>10:02</var> PDT Scheduled - *This notice is only for organizations that use active third-party integrations with Zipline, such as Medallia, Docebo, or others. We are upgrading the portion of our database used to connect third-party integrations with Zipline (e.g., Medallia, Docebo, or others). We have planned downtime to perform this upgrade on Tuesday, August 8, at 10:00pm PDT / Wednesday, August 9, at 5:00am UTC. This window may take up to one hour, and any integrations connected with Zipline will be unavailable during that time. During this window, API integration calls will receive a maintenance response. As a result, impacted organizations may need to resend calls after this period.

3rd Party Integration Database Maintenance

Jun <var data-var='date'>28</var>, <var data-var='time'>10:58</var> PDT Resolved - This incident has been resolved. Jun <var data-var='date'>28</var>, <var data-var='time'>10:13</var> PDT Monitoring - We found replication lag with a follower database was causing slowdown for the resource library. The follower database was decommissioned, and latency has returned to normal levels Jun <var data-var='date'>28</var>, <var data-var='time'>09:26</var> PDT Investigating - We are investigating an issue where the Resource Library is slow and/or timing out for some customers

Latency / Timeout on Resource Library

Jun <var data-var='date'>26</var>, <var data-var='time'>11:01</var> PDT Resolved - The delays with Resource Library have been alleviated, and all systems are functioning as expected Jun <var data-var='date'>26</var>, <var data-var='time'>08:53</var> PDT Update - We are continuing to investigate the issue. Resource library has been disabled temporarily for some customers in order to troubleshoot the incident further. Jun <var data-var='date'>26</var>, <var data-var='time'>08:13</var> PDT Investigating - Zipline is currently investigating an issue with the application resulting in high latency and errors seen throughout the application. Symptoms would include slow response times and page loads within the application as well as timeout errors.

High Latency and Errors

May <var data-var='date'> 8</var>, <var data-var='time'>16:03</var> PDT Resolved - We have now resolved all upload issues May <var data-var='date'> 8</var>, <var data-var='time'>15:38</var> PDT Update - We've resolved the issue with SFTP, and are now remedying our magic file uploader May <var data-var='date'> 8</var>, <var data-var='time'>15:07</var> PDT Identified - We're working to resolve an issue where an upstream provider is experiencing network outages, affecting our ability to upload assets via SFTP and our magic Document uploader.

Errors with file uploads

Apr <var data-var='date'>25</var>, <var data-var='time'>11:03</var> PDT Resolved - We have added additional handling for when our up-stream email service fails, to ensure the issue will not recur. All emails that could be re-processed have been done at this point. Apr <var data-var='date'>21</var>, <var data-var='time'>20:46</var> PDT Update - We're continuing the work to reprocess emails that initially did not process. Apr <var data-var='date'>21</var>, <var data-var='time'>18:08</var> PDT Update - We have tested and deployed the fix for the issue, and are now focussing on processing emails that had previously failed. We do not anticipate any loss of data or emails. Apr <var data-var='date'>21</var>, <var data-var='time'>17:52</var> PDT Identified - We have identified the root cause for the issue, and we are currently remedying the cause. Apr <var data-var='date'>21</var>, <var data-var='time'>16:57</var> PDT Update - We are still investigating this issue. Apr <var data-var='date'>21</var>, <var data-var='time'>15:51</var> PDT Investigating - We are investigating an issue where inbound emails are not being processed as expected

Is Retail Zipline down?

Retail Zipline status is UP

Lastest published events

Delayed Search Indexing & Content Visibility

Scheduled Database Maintenance - APAC

Intermittent Performance Degradation — Zipline Application

Retail Zipline Services, Components and Regions

Recent Retail Zipline events

Delayed Search Indexing & Content Visibility

Scheduled Database Maintenance - APAC

Intermittent Performance Degradation — Zipline Application

Scheduled Database Maintenance: North America

Widespread AWS Outage Impacting Access to Zipline

Scheduled Database Maintenance: North America

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Is Retail Zipline down?

Retail Zipline status is UP

Lastest published events

Delayed Search Indexing & Content Visibility

Scheduled Database Maintenance - APAC

Intermittent Performance Degradation — Zipline Application

Retail Zipline Services, Components and Regions

Recent Retail Zipline events

Delayed Search Indexing & Content Visibility

Scheduled Database Maintenance - APAC

Intermittent Performance Degradation — Zipline Application

Scheduled Database Maintenance: North America

Widespread AWS Outage Impacting Access to Zipline

Scheduled Database Maintenance: North America

Get your FREE account now,5 monitors included!

Get your FREE account now,
5 monitors included!