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

NL2 SaaS hosting location ? Operational
90 days ago
99.9 % uptime
Today
NL3 SaaS hosting location ? Operational
90 days ago
99.59 % uptime
Today
US1 SaaS hosting location Operational
90 days ago
99.91 % uptime
Today
UK1 SaaS hosting location Operational
90 days ago
99.86 % uptime
Today
CA1 SaaS hosting location Operational
90 days ago
100.0 % uptime
Today
AU1 SaaS hosting location ? Operational
90 days ago
99.93 % uptime
Today
EU1 SaaS hosting location Operational
90 days ago
99.98 % uptime
Today
BR1 SaaS Hosting location Operational
90 days ago
100.0 % 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.
had a major outage
had a partial outage
Scheduled Maintenance
Hosting location NL2 will be deprecated Jul 12, 23:00 - Jul 13, 02:00 CEST
As part of our commitment to continuously improve the level of service we provide here at TOPdesk, we would like to inform you about an upcoming move of TOPdesk environments in the NL2 hosting location.

The infrastructure used to host environments in the NL2 datacenter no longer meets our demands, and with the introduction of new datacenters in the Netherlands we've improved our services and management options. To continue providing the best possible service to all TOPdesk SaaS customers, we've decided to deprecate the NL2 hosting location.

Environments hosted on the NL2 datacenter will be relocated to our recently deployed EU1 hosting location (Netherlands based). For more details about the hosting locations that are available, see https://page.topdesk.com/saas-information#hostinglocations

With this move to the EU1 location you will get access to new functionalities including Smart Categorization, Call Affiliation, OData reporting, Chat as well as a number of additions within TOPdesk Labs. The new datacenter set-up provides improved stability and enhanced security.

Communication and planning
We will inform the SaaS Main Contact(s) of all customers with an environment in the NL2 datacenter by e-mail with the exact date of the move later on.

The planning is currently:
12th - 24th July: We will move all TOPdesk Lite environments and start moving all TOPdesk test environments to EU1.
26th July - end of August: We will move all TOPdesk Professional and TOPdesk Enterprise Production environments to EU1.

We will require your help in order to make this transition as smooth as possible. Please carefully read our knowledge item about preparation steps before moving to a new datacenter; KI 12978.
https://my.topdesk.com/tas/public/ssp/content/detail/knowledgeitem?unid=9a312e94181d48e0815acb8e2d69d098


If you'd like your TOPdesk environment to be moved to a different hosting location, or if you have any remaining questions about this upcoming move, please contact TOPdesk support.
Posted on Jun 18, 16:14 CEST
Past Incidents
Jul 13, 2020

No incidents reported today.

Jul 12, 2020

No incidents reported.

Jul 11, 2020

No incidents reported.

Jul 10, 2020

No incidents reported.

Jul 9, 2020

No incidents reported.

Jul 8, 2020

No incidents reported.

Jul 7, 2020

No incidents reported.

Jul 6, 2020

No incidents reported.

Jul 5, 2020

No incidents reported.

Jul 4, 2020

No incidents reported.

Jul 3, 2020
Postmortem - Read details
Jul 13, 15:07 CEST
Resolved - Problems on the database servers have been solved in cooperation with our hosting provider. All TOPdesk environments are available again.
Jul 3, 21:12 CEST
Update - The implemented solution worked partially. Still some database servers are not recovered yet.

We are working together with our hosting provider to find a solution.
Jul 3, 20:35 CEST
Update - We have detected a problem in a group of database servers and are implementing a solution.
Jul 3, 19:54 CEST
Investigating - We are currently experiencing problems on the NL3 hosting location. As a result your TOPdesk environment may not be available.

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

Our apologies for the inconvenience. The current status can be found on our TOPdesk Status Page: https://status.topdesk.com

To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident 20 07 1243.
Jul 3, 19:28 CEST
Jul 2, 2020

No incidents reported.

Jul 1, 2020
Completed - The scheduled maintenance has been completed.
Jul 1, 22:34 CEST
Verifying - The new router hardware is now operational and we are verifying all connectivity to our infrastructure.
Jul 1, 22:16 CEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 1, 22:00 CEST
Scheduled - Today several customers in the NL3 hosting location experienced performance issues due to a router running at maximum capacity. Also see https://status.topdesk.com/incidents/0tvmt174wdlk

To prevent future issues, the hosting provider will replace the router with a better model on Wednesday evening at 22:00 (CEST). The new router will be tested before taking it in production, and both the hosting provider and TOPdesk engineers are available during the change to resolve any issues that may occur.

Switching all connections to the new router may cause connection issues to your TOPdesk SaaS environment on Wednesday evening between 22:00 and midnight CEST.

If you notice any performance or connectivity issues on Thursday, please contact TOPdesk Support. Our engineers and Support team will start early to resolve any issues as soon as possible.
Jun 30, 17:04 CEST
Postmortem - Read details
Jul 8, 14:44 CEST
Resolved - There were no reports of performance issues during the busiest hours on Wednesday. The replacement router is ready and will be installed at 22:00 (10:00PM) CEST today.
Jul 1, 15:18 CEST
Update - We've identified the problem and started remediating actions.

Emergency maintenance will be scheduled to resolve the root cause Wednesday evening. We do not expect the issue to reoccur before that time, and we'll continue to monitor the situation.
Jun 30, 16:22 CEST
Monitoring - The performance issues in the NL3 datacenter are caused by a router that is at its maximum capacity. Replacing the router was already scheduled, but will now be carried out sooner.

The replacement router was already ordered but still has to be configured. This is currently being executed, and we expect the router to be configured and tested tomorrow.
 
Wednesdays are typically less busy than Tuesdays, and our hosting team will do what they can to further reduce the load on the current router until it has been replaced. The load on the router has already reduced, and we do not expect today's slowness to reoccur tomorrow. Please contact TOPdesk Support if you still notice performance issues.

The router load will be monitored while we prepare to replace the router as soon as possible. Our current plan is to replace the router Wednesday evening. The exact time will be announced in a separate post on our status page.
Jun 30, 16:10 CEST
Update - The network issues are still ongoing.

We are still investigating this with our supplier.
Jun 30, 15:05 CEST
Update - We are continuing to investigate this issue.
Jun 30, 14:22 CEST
Investigating - Customers are experiencing slowness in their TOPdesk SaaS environment.

To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident 20 06 8592.
Jun 30, 14:22 CEST
Postmortem - Read details
Jul 7, 16:44 CEST
Resolved - At 11:00 our monitoring system indicated all connections to the NL2 datacenter were dropped. An investigation was started and we soon noticed all servers in the NL2 datacenter were running, but could not access the internet.

The issue was escalated and we included the hosting provider in our troubleshooting steps. At 11:33 the primary network switch was restarted, after which TOPdesk environments were reachable again. We continued to monitor the situation and no remaining issues were identified.

We will evaluate this disruption, and aim to post a full root cause analysis on our status page in 1 week.
Jul 1, 13:13 CEST
Monitoring - We found the cause of the disruption and resolved the issue. All TOPdesk environments and services are back online.

We're checking if all services work as expected and will continue to monitor the situation.
Jul 1, 11:47 CEST
Update - Servers in the NL2 datacenter are running, but cannot connect to the internet. We're working with the hosting provider and internet provider to troubleshoot the connection issue.
Jul 1, 11:35 CEST
Investigating - We are currently experiencing problems on the NL2 hosting location. As a result your TOPdesk environment may not be available.

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

Our apologies for the inconvenience. The current status can be found on our TOPdesk Status Page: https://status.topdesk.com

To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident 20 07 152.
Jul 1, 11:11 CEST
Jun 30, 2020
Jun 29, 2020
Postmortem - Read details
Jul 8, 14:20 CEST
Resolved - All environments are running and accessible. If any issues occur please contact our support department.
Jun 29, 02:32 CEST
Update - Our hosting provider reported to have found a possible root cause. We will be check all environment and make sure they are all accessible again. A root cause analysis will also follow.
Jun 29, 01:36 CEST
Update - Our hosting provider is still investigating with highest priority. We will decrease the amount of updates since nothing mention-able is happening. Do note that we and our hosting provider are working non stop to resolve this problem.
Jun 29, 01:06 CEST
Update - Our hosting provider is still investigating the problem with highest priority.
Jun 28, 22:41 CEST
Update - Our hosting provider is still investigating and working on a solution. When more detailed information is available we will post it here.
Jun 28, 21:36 CEST
Update - Our hosting provider updated us that this outage still has the highest priority and they are working on a solution.
Jun 28, 21:05 CEST
Update - Our hosting provider has been contacted and acknowledged there is a partial outing. They are working on a resolution.
Jun 28, 20:35 CEST
Investigating - We are currently experiencing problems on the NL3 hosting location. As a result your TOPdesk environment may not be available.

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

Our apologies for the inconvenience. The current status can be found on our TOPdesk Status Page: https://status.topdesk.com

To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident 20 06 7893.
Jun 28, 19:34 CEST