Scheduled - 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. We have just renewed our certification.

New this year are the data centers in Australia and an alternative hosting location in Europe, both hosted by Microsoft Azure. Some processes have been updated because the SaaS team has adopted an Agile methodology for it's change management process.

The audit report focuses on the control aspects Security, Availability, and Privacy. 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 19, 10:08 CEST

Scheduled - On May 20th (between 02:00AM May 20th and 03:00AM May 21st, AST) routing and firewall settings will be updated which may cause short (5 minute) connection interruption.

For more details, please see https://status.topdesk.com/incidents/8tgv92dsrqwy
May 7, 15:04 CEST

Scheduled - On May 19th we will switch the customer upload storage to the new location. This change requires a restart of TOPdesk applications, causing a downtime of up to 1 hour (between 02:00AM May 19th and 05:00AM May 20th, AST).

For more details, please see https://status.topdesk.com/incidents/8tgv92dsrqwy
May 7, 15:03 CEST

Scheduled - TOPdesk is becoming an established name in the worldwide field of Enterprise Service Management (ESM). During our regular capacity planning and strategy alignment meetings with our hosting provider, we agreed our current and expected growth in America warranted a move to one of their bigger hosting locations. This will allow us to continue expanding our customer base, improves security, and reduces our environmental impact as the datacenter uses 100% renewable energy.

Your data will stay with the same hosting provider and within the same region. The migration will take place at the end of regular nightly maintenance periods, as described below. We will coordinate with the hosting provider to reduce the impact as much as possible. However, you might still experience short interruptions in the availability of TOPdesk environments. Details regarding the migration process, and the expected impact, can be found below.


Hosting locations:
- Current primary hosting location: WDC-01, located at 9651 Hornbaker Road Manassas, VA 20109, United States
- New primary hosting location: WDC-02, located at 11680 Hayden Rd Road Manassas, VA 20109, United States
- The back-up hosting location will remain the same; SFO-12, located at 1735 Lundy Ave San Jose, CA 95131, United States

More information on these hosting locations:
WDC-01 https://www.leaseweb.com/en/node/3384
WDC-02 https://www.leaseweb.com/en/node/3952
SFO-12 https://www.leaseweb.com/en/node/3382



Timeline and impact:
Our hosting provider has recreated all infrastructure used by TOPdesk in the WDC-02 datacenter. After running some additional tests we'll start duplicating data to the new location. Once all data is present on both locations, services will be switched over to the new location. To minimize the impact to customers all changes will be executed during the night.

On May 18th (between 02:00AM May 18th and 06:00AM May 19th, AST) we will move core infrastructure including temporary storage folders to the new location which may cause short (5 minute) interruption when uploading or downloading attachments.

On May 19th we will switch the customer upload storage to the new location. This change requires a restart of TOPdesk applications, causing a downtime of up to 1 hour (between 02:00AM May 19th and 05:00AM May 20th, AST).

On May 20th (between 02:00AM May 20th and 03:00AM May 21st, AST) routing and firewall settings will be updated which may cause short (5 minute) connection interruption.

May 21st and 22nd are held in reserve, in case one of the changes mentioned takes longer than expected.


Recovery plans
The changes mentioned are regular actions for our hosting provider and detailed procedures are in place. During all maintenance both TOPdesk SaaS engineers and datacenter engineers will be available to troubleshoot any issues that may occur. A roll-back plan is in place to revert changes in case a problem cannot be resolved.

Please see our SaaS hosting information page for more information about our back-up and disaster recovery procedures; https://page.topdesk.com/saas-information#availabilityandcontinuity


If you have any questions or concerns, please contact TOPdesk Support.
May 7, 15:01 CEST

Scheduled - On May 13th (between 10:30PM May 13th and 03:00AM May 14th, BST) routing and firewall settings will be updated which may cause short (5 minute) connection interruption.

For more details, see https://status.topdesk.com/incidents/27nnm3hk4vs8
May 1, 14:57 CEST

Scheduled - On the evening between 10:30PM May 12th and 03:00AM May 13th, BST we will switch the customer upload storage to a new location for the UK1 hosting location. This change requires a restart of TOPdesk applications, causing a downtime of up to 1 hour.

For more details see https://status.topdesk.com/incidents/27nnm3hk4vs8
May 1, 14:56 CEST