11:53 AM PDT
We are investigating reports of Zopim session timeouts.
We are continuing to investigate performance issues for some Zopim accounts.
We are continuing to investigate Zopim performance issues for some accounts. Apologies for any inconvenience.
We are continuing to investigate Zopim performance issues for some accounts. Next update in 30 minutes, thank you for your patience.
Continuing to investigate Zopim performance issues for some accounts. Apologies for the inconvenience.
We are continuing to investigate Zopim performance issues for some US accounts. Thank you for your patience.
We are continuing to investigate Zopim performance issues for some US accounts. Next update in 30 minutes, apologies for the inconvenience.
We have resolved the Zopim performance issues.
The root-cause of this issue was found to be a byproduct of the Zopim outage earlier in the day. A reboot of the services following the earlier outage due to a network connectivity issue that inadvertently caused a high load on the services. This high load was due to all the sessions starting after the reboot of the services and caused the services to slowly degrade due to the higher than expected session initiations concurrently. Eventually the services became unresponsive and additional hardware resources were provided to handle the load until all systems were on a normal working load.
We have identified the cause of this issue and working to build out the services and hardware in the immediate future in order to scale with the expected growth in overall load in our systems. Secondary to this, in the case a similar outage happens in the future, it is now part of the process to provide additional resources to the services until normal load is observed.
FOR MORE INFORMATION
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