Update - The root cause of the high CPU is still being investigated.

The current performance is today better than yesterday.

If you have encountered slowness today, please let us know by updating your ticket.
Nov 24, 13:09 CET
Update - We will continue with our investigation into the slowness while working in TOPdesk environments on the NL3 hosting location today. Please update your ticket in My TOPdesk if you still experience a slow TOPdesk environment.
Nov 24, 08:58 CET
Update - The root cause of the high CPU is still being investigated. The current performance seems to be better than this morning.

We will continue to investigate the root cause tomorrow.

If you encounter slowness tomorrow morning, please let us know by updating your incident.
Nov 23, 16:47 CET
Update - TOPdesk is continuing to investigate the root cause of the high CPU load.

So far we've been unable to find a link between the virtual machines that show a higher load and a (possibly malfunctioning) hardware component. There also does not appear to be a relation with recent Operating System updates.

We're reviewing if the same high CPU load also occurs in other hosting locations. Next to that, we're reviewing all changes in the TOPdesk product over the last week.

We will post another update on this status page before 17:00 (5PM) CET today.
Nov 23, 13:57 CET
Update - We see a higher CPU load on several servers compared to previous weeks. However, no root cause for this problem has been found yet. We'll continue to investigate this issue.

Since the investigation looks like it will take more time than usual, updates will not be posted every 30 minutes. We will post another update on this topic before 14:00 (2PM) today.
Nov 23, 11:59 CET
Investigating - Several customers reported that their TOPdesk environment is much slower than usual.

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 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 TDR20 11 6794.
Nov 23, 11:13 CET

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

NL3 SaaS hosting location ? Degraded Performance
90 days ago
98.71 % uptime
Today
US1 SaaS hosting location Operational
90 days ago
99.99 % uptime
Today
UK1 SaaS hosting location Operational
90 days ago
100.0 % 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
99.96 % uptime
Today
BR1 SaaS Hosting location Operational
90 days ago
99.95 % uptime
Today
My TOPdesk ? Operational
90 days ago
99.96 % 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.
Past Incidents
Nov 24, 2020

Unresolved incident: Slowness while working in TOPdesk (NL3 hosting location).

Nov 23, 2020
Resolved - A 20 minutes of slowness could be felt in BR1, all environments should be reachable and fast again.

If you are still feeling this please update your incident.
Nov 23, 18:00 CET
Nov 22, 2020

No incidents reported.

Nov 21, 2020

No incidents reported.

Nov 20, 2020

No incidents reported.

Nov 19, 2020
Completed - All TOPdesk SaaS environments from the NL2 hosting location have been moved to a new location.
Nov 19, 13:29 CET
Scheduled - 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.
Jun 18, 16:14 CEST
Nov 18, 2020
Resolved - The issue has been resolved, we will continue monitoring the situation.
Nov 18, 17:49 CET
Investigating - We are investigating the issue and are working to get our services back as quickly as possible
Nov 18, 17:34 CET
Nov 17, 2020

No incidents reported.

Nov 16, 2020

No incidents reported.

Nov 15, 2020

No incidents reported.

Nov 14, 2020

No incidents reported.

Nov 13, 2020

No incidents reported.

Nov 12, 2020

No incidents reported.

Nov 11, 2020

No incidents reported.

Nov 10, 2020
Resolved - A 20 minutes of slowness could be felt in BR1, all environments should be reachable and fast again.

If you are still feeling this please update your incident.
Nov 10, 20:08 CET
Investigating - We are currently experiencing issues on the BR1 hosting location, As a result your TOPdesk environment may be slower than usual.
Nov 10, 19:49 CET