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
100.0 % uptime
Today
NL3 SaaS hosting location ? Operational
90 days ago
99.99 % uptime
Today
US1 SaaS hosting location Operational
90 days ago
99.92 % uptime
Today
UK1 SaaS hosting location Operational
90 days ago
99.94 % uptime
Today
CA1 SaaS hosting location Operational
90 days ago
100.0 % uptime
Today
AU1 SaaS hosting location ? Operational
90 days ago
100.0 % uptime
Today
EU1 SaaS hosting location Operational
90 days ago
99.99 % 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
Past Incidents
May 27, 2020

No incidents reported today.

May 26, 2020

No incidents reported.

May 25, 2020

No incidents reported.

May 24, 2020

No incidents reported.

May 23, 2020
Resolved - All parts of our infrastructure are back up and running as they should and a final check-up has been completed.
May 23, 14:41 CEST
Update - All affected environments are back online. We are still working with our hosting provider to restore performance on parts of our infrastructure.
May 23, 14:17 CEST
Update - The cause of these problems has been located and we are currently working with our hosting provider to get all affected environments back online as soon as possible.
May 23, 13:43 CEST
Investigating - We are currently experiencing problems on our UK1 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. We aim to update this status page every 30 minutes until the issue has been resolved. E-mail updates will be sent only when the issue has been resolved, but you can subscribe for additional updates on the status page.

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 20 05 5555.
May 23, 13:10 CEST
May 22, 2020
Completed - The scheduled maintenance has been completed.
May 22, 14:59 CEST
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
May 21, 2020

No incidents reported.

May 20, 2020
Completed - The scheduled maintenance has been completed.
May 20, 08:32 CEST
Verifying - Verification is currently underway for the maintenance items.
May 20, 08:20 CEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 20, 08:00 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
May 19, 2020
Completed - The scheduled maintenance has been completed.
May 19, 10:10 CEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 19, 08:00 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
May 18, 2020
Postmortem - Read details
May 22, 15:02 CEST
Resolved - This incident has been resolved.
May 18, 12:48 CEST
Monitoring - We have identified the cause of the disruption and have implemented a fix. All services and environments should be available once more.
May 18, 12:38 CEST
Investigating - Are are currently investigating availability issues on our NL3 hosting location. As a result your TOPdesk environment may not be available.

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 20 05 4241.
May 18, 12:28 CEST
Completed - The scheduled maintenance has been completed.
May 18, 12:00 CEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 18, 08:00 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
May 17, 2020

No incidents reported.

May 16, 2020

No incidents reported.

May 15, 2020
Resolved - This incident has been resolved.
May 15, 15:28 CEST
Monitoring - A fix has been implemented and we are monitoring the results.
May 15, 15:25 CEST
Investigating - We are currently investigating database connectivity issues for certain services in our US1 hosting locations. Certain services inside of TOPdesk might report errors or not be available.

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 20 05 3948.
May 15, 15:09 CEST
Resolved - All issues have been resolved and all TOPdesk environments are back online. We no longer see any related issues in TOPdesk SaaS environments or our monitoring.

This disruption will be evaluated with our hosting provider to prevent this from occurring again.
May 15, 10:05 CEST
Monitoring - All storage locations are again available, and nearly all affected TOPdesk environments are back online. Please contact TOPdesk Support if you're still experiencing any issues.
May 15, 09:37 CEST
Update - While preparing for the announced maintenance next week, a storage location became unavailable. This caused several servers in the US hosting location to be unavailable.

We're in contact with the hosting provider and working to resolve all issues as soon as possible.
May 15, 08:54 CEST
Investigating - We are currently experiencing problems onĀ our US1 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

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 20 05 3669.
May 15, 08:38 CEST
May 14, 2020

No incidents reported.

May 13, 2020
Completed - The scheduled maintenance has been completed.
May 13, 23:59 CEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 13, 23:30 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
Completed - The scheduled maintenance has been completed.
May 13, 03:30 CEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 12, 23:30 CEST
Update - We will be undergoing scheduled maintenance during this time.
May 12, 15:29 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