AWS Outage Impact - APIs and Web Contact Form services have degraded impact
Incident Report for Helpshift
Resolved
This incident has been resolved
Posted Aug 31, 2020 - 03:54 UTC
Identified
The AWS Outage on the 19th August caused errors in two of our database servers and they are currently working with degraded performance.

Services with degraded performance are as follows:

* Web Contact Form - There is a failure on the “Contact Us” form - 6.58% of the requests are failing and will succeed if retried

* Helpshift APIs - 0.04% calls are failing. [Helpshift APIs are used to read, write or create Issues, FAQs, FAQs sections in Helpshift]
* Issues Analytics API - 2% failure rate - Intermittent failures while using our Issues Analytics API - Our Analytics API allows you to load our analytics data in a 3rd party BI tool, such as Qlik or Tableau

We will post an update soon when we fix this.
Posted Aug 26, 2020 - 04:56 UTC
This incident affected: Web Support Page, Issues Analytics API, and Helpshift APIs.
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