All Systems Operational

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
99.9 % uptime
Today
BR1 SaaS Hosting location Operational
90 days ago
99.96 % uptime
Today
CA1 SaaS hosting location Operational
90 days ago
100.0 % uptime
Today
EU1 SaaS hosting location Operational
90 days ago
99.97 % uptime
Today
NL3 SaaS hosting location ? Operational
90 days ago
99.63 % uptime
Today
UK1 SaaS hosting location Operational
90 days ago
97.23 % uptime
Today
US1 SaaS hosting location Operational
90 days ago
99.91 % uptime
Today
My TOPdesk ? Operational
90 days ago
99.99 % 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
Sub processor list updated May 20, 17:00-18:00 CEST
This message is to inform you that we've updated the sub processor list on our SaaS information page to more clearly indicate which TOPdesk branches are involved in delivering our TOPdesk SaaS services.

Next to the external sub processors, the page now also describes in which TOPdesk branches changes related to our SaaS hosting are processed:

All TOPdesk SaaS environments are managed from the European Union. Employees from our TOPdesk offices in the Netherlands and Germany are involved in managing TOPdesk SaaS environments. They ensure the infrastructure used to host TOPdesk SaaS environments is deployed and kept up-to-date. They also process change requests for individual environments. Processes at our TOPdesk offices are part of our yearly audits. For more information about these audits, contact TOPdesk for a copy of our most recent audit report.

You can review the complete list of sub processors here: https://page.topdesk.com/saas-information#hostinglocations

If you have any questions about our TOPdesk SaaS hosting, please contact TOPdesk Support.
Posted on Apr 20, 17:04 CEST
Past Incidents
May 13, 2021

No incidents reported today.

May 12, 2021

No incidents reported.

May 11, 2021
Resolved - This incident has been resolved.
May 11, 08:32 CEST
Monitoring - A fix has been implemented and we are monitoring the results.
May 11, 08:31 CEST
Investigating - Every year TOPdesk SaaS services are audited by an independent external auditor to verify if our SaaS management systems are adequate for the desired goals, and to check if procedures have been executed correctly. Our certification has been renewed last Friday.

This year’s report has 3 mentionable changes:
• Confidentiality has been added to the already included trust service categories Security, Availability and Privacy
• A new chapter, III.5 Complementary Subservice Organization Controls, describing which third parties are required to build TOPdesk SaaS services upon, how their services relate to criteria TOPdesk is audited on and what we’re doing to ensure that the subservice providers are operating effectively.
• An ISO 27001 mapping. If you are looking or in preference of an ISO 27001 report, you can use the included framework mapping, showing how controls in this ISAE 3000 SOC2 audit report map to ISO 27001


For more information regarding our SaaS hosting and certification, see our SaaS information website (https://page.topdesk.com/saas-information).

Should you wish to receive a copy of the audit report, please contact your account manager.
May 10, 16:24 CEST
May 10, 2021
May 9, 2021

No incidents reported.

May 8, 2021

No incidents reported.

May 7, 2021

No incidents reported.

May 6, 2021

No incidents reported.

May 5, 2021
Resolved - Full functionality in the NL3 datacenter has been restored. We will keep monitoring the situation.

If you still encounter any issues, please update your My TOPdesk ticket or contact the Support department by any other means.

We will perform a Root Cause Analysis to prevent similar issues in the future.
May 5, 14:10 CEST
Update - During emergency maintenance on the NL3 datacenter one of our physical hosts crashed.

Services are currently starting up. We expect all services to be restored within 30-45 minutes.

We will update the major and the status page with more information before 14:20.
May 5, 13:48 CEST
Investigating - We are currently experiencing problems on NL3

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

To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR21 05 989.
May 5, 13:21 CEST
May 4, 2021

No incidents reported.

May 3, 2021

No incidents reported.

May 2, 2021

No incidents reported.

May 1, 2021

No incidents reported.

Apr 30, 2021

No incidents reported.

Apr 29, 2021

No incidents reported.