Update - The cause of the problem is known and we are discussing a fix.

Both user imports and asset imports could be affected if they are scheduled.

We advice you to manually run your import when an error has occurred.
Jan 26, 09:41 CET
Update - We are continuing to work on a fix for this issue.
Jan 25, 20:27 CET
Update - We are continuing to work on a fix for this issue.
Jan 25, 20:23 CET
Identified - The automatically scheduled import-to-API functionality is intermittently failing due to capacity limits.

Imports scheduled at the hour could fail to import new users because of the increased usage of this feature on NL3.

If you suspect that your import is not functioning correctly: please contact your support department.
Jan 25, 20:22 CET

About This Site

This page shows the current status of our TOPdesk SaaS infrastructure.
You can subscribe for updates for your relevant hosting locations at the top right of the page. To see which hosting location is used for your environment, see the SaaS hosting details on My TOPdesk.

This page displays disruptions affecting groups of customers. For detailed information regarding your TOPdesk SaaS environment, see the My TOPdesk monitoring page.

Also see
TOPdesk Support contact details | TOPdesk SaaS information website | TOPdesk product release notes

AU1 SaaS hosting location ? Operational
90 days ago
100.0 % uptime
Today
BR1 SaaS Hosting location Operational
90 days ago
99.9 % uptime
Today
CA1 SaaS hosting location Operational
90 days ago
100.0 % uptime
Today
EU1 SaaS hosting location Operational
90 days ago
99.61 % uptime
Today
NL3 SaaS hosting location ? Degraded Performance
90 days ago
98.98 % uptime
Today
UK1 SaaS hosting location Operational
90 days ago
100.0 % uptime
Today
US1 SaaS hosting location Operational
90 days ago
100.0 % uptime
Today
My TOPdesk ? Operational
90 days ago
99.95 % uptime
Today
General notifications ? Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.
Scheduled Maintenance
To improve the security of our TOPdesk SaaS network we will start using a Security Information and Event Management (SIEM) system. This system is designed to process all server logs and system security events to detect potential threats.

The SIEM system will first be introduced in our Canadian (CA1) hosting location. Once all tests have been completed successfully, we will continue rolling out this solution to other hosting locations.

We already have a partnership in place with Fox-IT to monitor traffic to TOPdesk SaaS environments for the Intrusion Detection System (IDS) in the NL3 hosting location. Fox-IT will also monitor the alerts from the SIEM system, and contacts the TOPdesk SaaS hosting team when a potential threat is detected. In case of a security incident, TOPdesk Support will inform affected customers within 24 hours of detection.

By monitoring the server logs and security alerts the SIEM can operate effectively without direct access to customer data. This means implementing the SIEM does not grant Fox-IT additional access to your data.

A network diagram highlighting the changes can be found here;
https://page.topdesk.com/hubfs/TOPdesk%20SaaS%20Network%20and%20DMZ%202020-12.png

For more information about our security measures, see https://page.topdesk.com/saas-information#security

Note that during implementation the SIEM and our current IDS (on NL3) will operate simultaneously. Only once the SIEM has been deployed in the NL3 hosting location we might remove the IDS, as it serves the same purpose.
Posted on Dec 22, 15:46 CET
Past Incidents
Jan 28, 2021

No incidents reported today.

Jan 27, 2021

No incidents reported.

Jan 26, 2021

Unresolved incident: The automatically scheduled import-to-API functionality is intermittently failing due to capacity limits..

Jan 25, 2021
Jan 24, 2021

No incidents reported.

Jan 23, 2021

No incidents reported.

Jan 22, 2021

No incidents reported.

Jan 21, 2021

No incidents reported.

Jan 20, 2021

No incidents reported.

Jan 19, 2021

No incidents reported.

Jan 18, 2021

No incidents reported.

Jan 17, 2021

No incidents reported.

Jan 16, 2021

No incidents reported.

Jan 15, 2021

No incidents reported.

Jan 14, 2021

No incidents reported.