All Systems Operational

About This Site

This page shows the current status of our TOPdesk SaaS infrastructure.
You can subscribe for updates on all issues, or for your relevant hosting locations. 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

NL2 SaaS hosting location Operational
90 days ago
99.99 % uptime
Today
NL3 SaaS hosting location Operational
90 days ago
99.97 % uptime
Today
US1 SaaS hosting location Operational
90 days ago
99.99 % uptime
Today
UK1 SaaS hosting location Operational
90 days ago
99.99 % uptime
Today
CA1 SaaS hosting location Operational
90 days ago
100.0 % uptime
Today
AU1 SaaS hosting location ? Operational
90 days ago
99.96 % uptime
Today
EU1 SaaS hosting location Operational
90 days ago
100.0 % uptime
Today
My TOPdesk ? Operational
90 days ago
100.0 % 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
On Sunday 15th of December between 11:00 and 13:00 CET we will replace the SSL certificate on our CDN provider to prepare for upcoming changes to our infrastructure.
This will not impact the availability of your TOPdesk environment.
Posted on Dec 12, 13:11 CET
Past Incidents
Dec 13, 2019
Resolved - This week there were several reports of unavailable environments or slowness. Further investigation shows there is no single root cause. All issues were investigated thoroughly and different issues impacted different environments.

All the issues identified will be followed up (see below). One of the issues (degraded performance when using the Odata feed), is planned to be fixed in the next update of TOPdesk.

We are seeing that the frequency of these issues has decreased. This major will now be closed but we will continue working on the identified issues. Resolved issues will be communicated via the Release Notes page.

Identified issues causing high CPU or memory load for which a fix will be developed
- Extremely Large Form Designer Forms with more than 100+ questions
- High frequency of API calls within a short duration of time
- Certain cases of new Import functionality (e.g. Azure import)
- Unexpected loop in knowledge base search index creation
- Action sequence execution log with more than 50.000 records (which should be capped at 50)
Dec 13, 17:47 CET
Update - Investigation unto this issue is still ongoing by the multidisciplinary team.

A clear cause for the high CPU usage has not been verified yet, but are monitoring the situation closely. When the issue occurs, we take immediate action to mitigate its effect on performance.
Dec 12, 21:41 CET
Update - We have been investigating the high CPU usage on the application servers today with the highest priority, but no clear cause has been verified yet.

Some causes have been eliminated and a substantial amount of incidents have been closed. Investigation is ongoing.
Dec 11, 17:23 CET
Update - We are picking these issues up with the highest priority. A multidisciplinary team is investigating the root cause of the performance problems.

Since the causes are quite complex, we are making progress by identifying different possible causes, as well as their effect on performance.
Dec 11, 10:48 CET
Update - We are still investigating the performance problems on our SaaS environments. We suspect that a new feature is causing the CPU spikes.

If you experience performance problems today, please update your incident linked to this major (19 12 3141).
Dec 11, 08:52 CET
Update - We've investigated several cases where environments caused a high CPU load, but so far no common cause has been identified.
Dec 10, 16:30 CET
Investigating - Several customers report slowness while working in TOPdesk. We notice the CPU usage of TOPdesk environments is much higher than usual.

If you experience problems while working in TOPdesk, please contact TOPdesk Support after submitting an incident. Our Support team can store additional logfiles to investigate the root cause of this problem, and restart your TOPdesk environment to mitigate the impact.

Please visit https://my.topdesk.com/tas/public/ssp/ to indicate you are affected. Please refer to incident 19 12 3141.
Dec 10, 16:27 CET
Dec 10, 2019
Completed - If you have any further questions regarding this sub processor please contact TOPdesk Support.
Dec 10, 12:13 CET
Scheduled - New sub processor name: Microsoft Online Services (Azure)

Purpose: Microsoft is already used for our hosting locations in Canada and Australia. We are now creating a hosting location in Europe hosted by Microsoft.

Date: The new European datacenter is scheduled to go live in December 2019.

Expected impact: There is no impact for existing TOPdesk SaaS customers. TOPdesk will not move your data to a different hosting location without consulting you. You can request your data to be moved to a different hosting location via our Extranet.
New customer environments may be created in the new hosting location when it is available.

If you have any questions, please contact TOPdesk Support.
Nov 8, 14:16 CET
Resolved - This incident has been resolved. If you still encounter problems with your test environment please contact TOPdesk support.
Dec 10, 12:11 CET
Monitoring - All affected test environments have been reverted to the previous version. We're working to implement a permanent solution to resolve this issue.
Dec 10, 11:42 CET
Identified - We are reverting the update for the few test environments which were not updated correctly. We're working on a solution to remove the root cause of the update issues.

While reverting the update, your test environment may not be available for approximately 15 minutes.
Dec 10, 10:34 CET
Update - TOPdesk production environments, which had a failed upgrade, are up and running again.

We will continue investigating the root cause next morning during office hours for the TEST environments. Due to this your TOPdesk TEST environment might not be available in the morning.
Dec 10, 01:00 CET
Update - While verifying the failed upgrades we noticed that some TOPdesk production environments where upgraded and failed.

We are investigating this and try to get the TOPdesk production environments online again as soon as possible.
Dec 9, 23:53 CET
Investigating - We are currently experiencing problems on some of our hosting locations for TOPdesk TEST environments.

This night there was an upgrade planned for TOPdesk TEST environments. Due to a failure in the upgrade process, your TOPdesk TEST environment may not be available.

We are aware of the problem and will work on a solution the next morning.

Our apologies for the inconvenience.
Dec 9, 23:45 CET
Dec 9, 2019
Resolved - At 10:45 CET this morning we received an initial report that an environment on the NL3 hosting location was not working as intended. The issue was investigated, and at 11:00 we determined one SQL server was malfunctioning, and did not automatically recover, nor switched to the back-up server. By 11:10 all TOPdesk environments on the affected SQL server had been manually switched to the back-up SQL server and were operating normally.

Our hosting team has found the root cause of this problem and has implemented a temporary solution. We're working on a permanent solution and expect to deploy the solution later this week.
Dec 9, 13:26 CET
Update - We've found a likely cause of this problem, and have implemented a solution.

The primary database server is back online and running without a problem. All TOPdesk environments are being reverted to the primary database server. We're monitoring the situation.
Dec 9, 11:41 CET
Monitoring - A fix has been implemented and we are monitoring the results.
Dec 9, 11:14 CET
Update - We've manually switched all database connections to the back-up database server and are restarting the primary database server to resolve any remaining issues on that server.

All TOPdesk environments are now connected to the back-up database server and you can continue working in TOPdesk.
Dec 9, 11:13 CET
Update - One of the SQL servers in the NL3 datacenter is overloaded. This causes delays while working in TOPdesk and/or during login.

We're investigating the cause of this problem and why the back-up SQL server is not taking over operations.
Dec 9, 11:02 CET
Investigating - We are currently investigating an issue on one of our SaaS hosting locations. As a result of this issue your TOPdesk environment may not be available.
We are aware of the problem and working on a solution.

Our apologies for the inconvenience. We aim to update this status page at least every 30 minutes until the issue has been resolved.

If you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ to indicate you are affected.
Please refer to incident 19 12 2372.
Dec 9, 10:59 CET
Dec 8, 2019

No incidents reported.

Dec 7, 2019

No incidents reported.

Dec 6, 2019

No incidents reported.

Dec 5, 2019

No incidents reported.

Dec 4, 2019

No incidents reported.

Dec 3, 2019

No incidents reported.

Dec 2, 2019

No incidents reported.

Dec 1, 2019

No incidents reported.

Nov 30, 2019

No incidents reported.

Nov 29, 2019

No incidents reported.