RESOLVED: Disruption in hosting location EU1

Incident Report for TOPdesk SaaS Status page

Postmortem

We have determined that this disruption was caused by a malfunction in our Azure hosting location.

Azure has identified an unhealthy network device in the West Europe region causing partial network traffic loss in our EU1 datacenter during the impact period. As a result of the traffic loss requests for TOPdesk environments had to be resent or were lost, causing timeouts or diminished performance.

The unhealthy network device was removed from service so that traffic was served through other healthy network paths, resolving the disruption.

Posted Mar 13, 2023 - 13:54 CET

Resolved

After monitoring carefully, we can conclude that all issues have been resolved and full functionality has been restored.

If you still experience issues with your environment, please contact TOPdesk Support.

Our apologies for the inconvenience.

Posted Mar 10, 2023 - 16:01 CET

Monitoring

All functionality of the affected environments should be back to normal.
Our engineers are monitoring the situation and are investigating the root cause of the disruption.

Posted Mar 10, 2023 - 15:44 CET

Update

The cause of these problems has been located and the functionality of affected environments should now be back to normal.
We are continuing to monitor the situation.

Posted Mar 10, 2023 - 15:24 CET

Investigating

We are currently experiencing problems on the EU1 hosting location. As a result your TOPdesk environment may be slower than normal or be unavailable.

We are aware of the problem and are working on a solution.

Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this.

Our apologies for the inconvenience.

We aim to update this status page every 30 minutes until the issue has been resolved.

E-mail updates will be sent when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates.

To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR23 03 3281.

Posted Mar 10, 2023 - 15:11 CET

This incident affected: EU1 SaaS hosting location.