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
100.0 % uptime
Today
BR1 SaaS Hosting location Operational
90 days ago
99.91 % uptime
Today
CA1 SaaS hosting location Operational
90 days ago
100.0 % uptime
Today
EU1 SaaS hosting location Operational
90 days ago
99.67 % uptime
Today
EU2 SaaS hosting location Operational
90 days ago
100.0 % uptime
Today
NL3 SaaS hosting location ? Operational
90 days ago
98.93 % uptime
Today
NL4 SaaS hosting location ? Operational
90 days ago
99.87 % uptime
Today
NO1 SaaS hosting location ? Operational
90 days ago
100.0 % uptime
Today
UK1 SaaS hosting location Operational
90 days ago
99.78 % uptime
Today
US1 SaaS hosting location Operational
90 days ago
99.93 % 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.
No data exists for this day.
had a major outage.
had a partial outage.
Scheduled Maintenance
We would like to inform you of an upcoming scheduled maintenance on the storage backup of NL3 by our hosting provider. This maintenance will be carried out on Sunday, 28th of April, between 13:00-16:00 CEST. During the designated maintenance period, all NL3 environments will be temporarily offline to facilitate a seamless maintenance process.

To determine if this maintenance will impact you, you can review the hosting location of your TOPdesk instance on My TOPdesk. To view the hosting location, log in to My TOPdesk and navigate to the tile My TOPdesk > My Environment > SaaS Hosting Details.

Posted on Apr 19, 2024 - 14:32 CEST
New sub processor: Insocial B.V. May 16, 2024 00:15-00:16 CEST
Upcoming scheduled maintenance notice

TOPdesk has identified one software solution of Dutch software company Insocial B.V. as complimentary to TOPdesk’s products. Therefore, TOPdesk has taken the initiative to engage a partnership with Insocial B.V.. This allows TOPdesk to resell, integrate, and support the Insocial Service Experience feedback solution. The solution is currently available for pilot participants. After a 3-month pilot, TOPdesk and Insocial will decide whether to launch a definitive solution in the market. Please note that the new sub-processor is only relevant for TOPdesk customers that choose to participate in the pilot or eventually subscribe to the Insocial product (Insocial Service Experience feedback solution).

What does this change mean for your data? When you choose to participate in the pilot or eventually subscribe to the Insocial product, some of your data will also be processed by Insocial B.V.. Since the data that would be processed by our partner Insocial B.V. would include data that is personal in nature (e.g. chat information, documents and personal information), Insocial B.V. will start acting as a sub-processor as defined under GDPR.
Insocial B.V. product is hosted in Frankfurt. Insocial B.V. uses the publicly available APIs from TOPdesk.

TOPdesk’s legal and security experts have reviewed the security measures of Insocial B.V. (as described in Sub-Processor Agreement between Insocial B.V. and TOPdesk) and concluded that they provide similar data protection measures as those implemented at TOPdesk.

For more details and background information head to My TOPdesk KI 17257 via the following link: https://my.topdesk.com/tas/public/ssp/content/detail/knowledgeitem?unid=cebb3e3f9175402fa7fb831afbc874cb

Should you have any objections regarding this change, please reply within 30 days to TOPdesk Support:
support@topdesk.com or https://my.topdesk.com. Our support team is also available for any other questions or remarks regarding this change.

Posted on Apr 16, 2024 - 10:30 CEST
New sub processor: QR Connect B.V. May 23, 2024 00:00-00:01 CEST
TOPdesk has identified one software solution of Dutch software company QR Connect B.V. as complimentary to TOPdesk’s products. Therefore, TOPdesk has taken the initiative to engage in a partnership with QR Connect B.V. This allows TOPdesk to resell, integrate, and support the QR Connect TOPdesk Client support solution.
Please note that the new sub-processor is only relevant for TOPdesk customers that choose to subscribe to the QR Connect product (namely QR Connect TOPdesk Client Support solution).

What does this change mean for your data?
When you choose to subscribe to QR Connect TOPdesk Client Support, some of your data will also be processed by QR Connect B.V.. Since the data that will be processed by our partner QR Connect B.V will include data that is personal in nature (e.g. chat information, documents and personal information), QR Connect B.V will start acting as a sub-processor as defined under GDPR. QR Connect B.V products are hosted in a public cloud location in Amsterdam, The Netherlands. QR Connect B.V uses the publicly available APIs from TOPdesk.

TOPdesk’s legal and security experts have reviewed the security measures of QR Connect B.V. (as described in Annex 1 Sub-Processor Agreement between QR Connect B.V. and TOPdesk) and concluded that they provide similar data protection measures as those implemented at TOPdesk.

For more details and background information head to My TOPdesk KI 17283 via the following link https://my.topdesk.com/tas/public/ssp/content/detail/knowledgeitem?unid=b6a26713a55847b4a7f4feb5a4ee84c6

Should you have any objections regarding this change, please reply within 30 days to TOPdesk Support: support@topdesk.com or https://my.topdesk.com. Our support team is also available for any other questions or remarks regarding this change.

Posted on Apr 23, 2024 - 16:29 CEST
Past Incidents
Apr 23, 2024

No incidents reported today.

Apr 22, 2024
Resolved - At 04:40 AM AST our monitoring alerted us about environments being offline.

Reason for the incident was due to a critical host failure at our hosting provider, resulting in a handful of environments being affected.

We informed our SaaS OPS team about the issue and they restarted the affected app-servers which brought the environments back online.

All affected environments were back online at around 05:30 AM AST.

Due to the incident happening within the maintenance window, no further investigations will be completed.

Our apologies for the inconvenience. 

If you experience any difficulties, don't hesitate to get in touch with TOPdesk Support.

Apr 22, 12:38 CEST
Monitoring - All affected environments are now up and running again after having restarted the app-server.

Reason for environments being unavailable was an unexpected host failure at the hosting location.

We will now monitor the situation onwards.

Our apologies for the inconvenience.

Apr 22, 11:34 CEST
Update - It was discovered that the issue is isolated to a specific app-server, only affecting a handful of environments.

We are currently restarting the app-server and environments should be available again when the restart has been successfully completed.

We will continue working on this issue and update as soon as we know more.

Apr 22, 11:06 CEST
Investigating - We are currently experiencing problems on our BR1C01 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. At the time of writing this we are not able to give you an estimate on when your environment will be available. 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 TDR24 04 6022.

Apr 22, 10:54 CEST
Apr 21, 2024

No incidents reported.

Apr 20, 2024

No incidents reported.

Apr 19, 2024

No incidents reported.

Apr 18, 2024

No incidents reported.

Apr 17, 2024

No incidents reported.

Apr 16, 2024

No incidents reported.

Apr 15, 2024

No incidents reported.

Apr 14, 2024

No incidents reported.

Apr 13, 2024

No incidents reported.

Apr 12, 2024

No incidents reported.

Apr 11, 2024

No incidents reported.

Apr 10, 2024
Resolved - We are pleased to inform you that the major issue affecting our EU1 hosting location have been resolved.

After thorough investigation, we confirmed that the disruption was due to our email server being temporarily blacklisted. Please note, this issue only affected customers using TOPdesk's own mail server.

Further investigation into our logs has indicated that the first instance of an email not being delivered occurred on the 9th of April shortly after 18:00 until 12:45 10th of April. We will continue to assess the logs to identify the precise timeframe of the disruption.

To identify potentially lost emails during this period, we encourage customers to use TOPdesk's selection tool. This is outlined in an existing Knowledge Item KI 8495: Selections: sent e-mails from an incident card, which has been recently expanded to include usage on how to retrieve an overview of cards from which mails have been sent within a specific time frame. For extra clarity, this will also work with emails sent through the API, but only if the checkbox is checked that links this mail to the card it was triggered from.

Moving forward, we will assemble a team to conduct a thorough Root Cause Analysis (RCA) to evaluate the way TOPdesk uses the email server. The results of this analysis will be published on the same status page. The objective is to avoid such occurrences in the future and to enhance our service delivery.

Our support department is available to provide further assistance if needed.

We sincerely apologize for any inconvenience this may have caused and appreciate your understanding during this situation. If you have any further questions or concerns, please do not hesitate to contact us.

Apr 10, 16:23 CEST
Monitoring - We've received reports from customers and have conducted successful tests ourselves confirming that email functionality is back to normal.

We suspect the initial disruption may have been due to our email server being temporarily blacklisted, which prevented some emails from being delivered. The blockage appears to have been lifted, but we are closely monitoring the situation to ensure stability.

While it's difficult to confirm the exact cause at this moment, we're continuing to investigate. If our suspicions hold true, we will investigate this thoroughly and detail the findings in our Root Cause Analysis (RCA).

For now, our main focus is on monitoring the situation to prevent further disruptions.

Apr 10, 12:56 CEST
Update - Our team has identified a potential cause of the email delivery issue affecting our EU1 hosting location. We're currently investigating solutions.

The first report of this issue came in at 8:52AM and the most recent at 11:15AM.

We will provide another update in approximately an hour, or sooner if any relevant information emerges.

Apr 10, 11:41 CEST
Investigating - We are currently experiencing problems on our EU1 hosting location. As a result your TOPdesk environment may not be able to deliver emails.

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

Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be available. 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 TDR24 04 2880.

Apr 10, 11:01 CEST
Apr 9, 2024

No incidents reported.