Unable to access helpdesk
Incident Report for Gorgias
Postmortem

Starting at 3:09PM UTC yesterday, our hosting provider (Google Cloud) experienced network connectivity issues in one of their datacenters (us-east1-c zone). As a result, our application servers were disconnected from the database and the load balancer serving traffic, which made some Helpdesks completely unavailable.

By 3:38 PM UTC, our hosting provider fixed the network connectivity issues and all the Helpdesk were available again.

Gorgias is running in several datacenters across the globe and ~20% of all our customers routed to that specific us-east1-c datacenter suffered from this incident. We will keep working on minimizing the impact of such infrastructure outages. We apologize for the service disruption.

Posted Feb 01, 2022 - 18:18 PST

Resolved
This incident has been resolved.
Posted Jan 31, 2022 - 08:51 PST
Update
We have fully recovered and are monitoring the system.
Posted Jan 31, 2022 - 07:55 PST
Monitoring
We experienced connectivity issues with one of our 3rd party service providers, GCP. A fix on their side appears to have been implemented and we are in the recovery process and are monitoring the situation.
Posted Jan 31, 2022 - 07:36 PST
Investigating
We are investigating an issue on the helpdesk in our us-east1 region where users are unable to access their helpdesk.
Posted Jan 31, 2022 - 07:19 PST
This incident affected: Helpdesk Clusters (us-east1-635c) and Helpdesk (REST API, Web App, Mobile Apps).