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
100.0 % uptime
Today
CA1 SaaS hosting location Operational
90 days ago
99.97 % uptime
Today
EU1 SaaS hosting location Operational
90 days ago
99.94 % uptime
Today
NL3 SaaS hosting location ? Operational
90 days ago
99.46 % uptime
Today
UK1 SaaS hosting location Operational
90 days ago
97.84 % uptime
Today
US1 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.
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
Jun 17, 2021

No incidents reported today.

Jun 16, 2021

No incidents reported.

Jun 15, 2021

No incidents reported.

Jun 14, 2021

No incidents reported.

Jun 13, 2021

No incidents reported.

Jun 12, 2021

No incidents reported.

Jun 11, 2021

No incidents reported.

Jun 10, 2021

No incidents reported.

Jun 9, 2021
Resolved - This morning the hosting provider executed planned routine maintenance on several of our servers. During the maintenance, servers were taken out of the production pool one by one. 

At 1:45PM BST, during maintenance actions on one of the final servers, another server crashed due to hardware failure. Because of this crash, some virtual machines were not moved to a healthy host in time. This caused downtime for some environments.

At 2:13PM SBT the maintenance was completed and our servers were back online. Most TOPdesk environments recovered quickly, but some took up to 45 minutes to start correctly.

While we were starting TOPdesk environments and verifying all services were back online, several customers reported their TOPdesk environment was much slower than usual after the disruption. We investigated the root cause of this problem, and found that due to the disruption one firewall ended up in an inconsistent state, causing traffic to that specific node to be dropped.

At 4:10PM BST all firewall configurations were restored to the correct state and performance was again back to normal.

If you still encounter problems while working in your TOPdesk environment, please contact TOPdesk Support.
Jun 9, 17:28 CEST
Update - Our engineers have found the root cause of the slow performance and are working to resolve the issue.
Jun 9, 17:07 CEST
Update - All TOPdesk environments are back online and all services are running. We're still investigating reports of slowness occurring after the disruption.
Jun 9, 16:30 CEST
Update - During planned routine maintenance on one of our servers by the hosting provider, another server crashed unexpectedly. With 2 servers down at the same time, not all virtual machines could be moved to an active server, causing downtime for several customer environments.

The maintenance is completed and our servers are back online. We're still in the process of restoring the final customer environments.
Jun 9, 15:29 CEST
Investigating - We are currently experiencing problems on the UK1 hosting location. As a result your TOPdesk environment may not be available.

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

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

E-mail updates will be sent when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates.

To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR21 06 2694.
Jun 9, 14:54 CEST
Resolved - An issue with one of our internal messaging services caused a huge sudden load on the underlying system, eventually leading to network issues. The worker node running these services crashed and had to be restarted. As several services became unreliable, customers experienced parts of TOPdesk that were slow to respond, and login problems as the authentication service didn't work as expected.

These problems started at 09:00 CEST and escalated to a point where they affected customers at 9:30 CEST. At 10:00 CEST the worker node in question was restarted and most services were again working as expected, resolving the impact on customer environments. Meanwhile, our Operations team kept troubleshooting the messaging service. At 11:00 CEST full functionality was restored.

The root cause of this problem is a rare bug in our messaging system which proves hard to troubleshoot. A replacement for the messaging system was already scheduled and is in the process of being deployed, which will prevent this issue from occurring again.
Jun 9, 13:34 CEST
Monitoring - One of the workers responsible for running several services crashed and had to be restarted. As several services became unreliable, customers experienced parts of TOPdesk that were slow to respond, and login problems as the authentication service didn't work as expected. These problems occurred between 09:00 CEST and 10:00 CEST.

At 10:00 CEST the restart was complete and most services were again working as expected.

Our hosting team is still investigating the root cause of the crashed worker node. Once the root cause has been found we'll update our status page.
Jun 9, 10:38 CEST
Investigating - We are currently experiencing problems on the NL3 hosting location. As a result your TOPdesk environment may be slow or unavailable.

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

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

E-mail updates will be sent when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates.

To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR21 06 2465.
Jun 9, 10:06 CEST
Jun 8, 2021
Resolved - The Content Deliver Network provider has resolved the issue and services have resumed normal operation.
Jun 8, 18:35 CEST
Monitoring - As all TOPdesk environments are up and running you can use any VPN service to connect to your environment routing the traffic through another country until the issue has been resolved. You can follow the progress at https://www.cloudflarestatus.com/
Jun 8, 18:22 CEST
Update - As all TOPdesk environments are up and running you can use any VPN service to connect to your environment routing the traffic through another country until the issue has been resolved. You can follow the progress at https://www.cloudflarestatus.com/
Jun 8, 18:01 CEST
Investigating - There are currently routing issues at our CDN in Toronto. As a result, environments at the CA1 hosting location may not be reachable.

The Content Delivery Network provider is 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 06 2335.
Jun 8, 17:59 CEST
Jun 7, 2021

No incidents reported.

Jun 6, 2021

No incidents reported.

Jun 5, 2021

No incidents reported.

Jun 4, 2021

No incidents reported.

Jun 3, 2021

No incidents reported.