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
99.5 % 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
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.
Posted on Nov 8, 14:16 CET
Past Incidents
Dec 6, 2019

No incidents reported today.

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.

Nov 28, 2019
Completed - The scheduled maintenance has been completed.
Nov 28, 02:30 CET
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 26, 23:05 CET
Scheduled - We will be undergoing scheduled maintenance during this time.
Nov 26, 23:04 CET
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 26, 23:03 CET
Scheduled - We will be undergoing scheduled maintenance during this time.
Nov 26, 23:03 CET
In progress - Scheduled maintenance is delayed until tomorrow.
Nov 27, 22:30 CET
Update - While testing the permanent solution to resolve this problem we identified a point of improvement. As the impact of the problem was already reduced, we decided to postpone the maintenance by 1 day. The maintenance is now scheduled for the evening of November 27th.
Nov 26, 17:30 CET
Scheduled - Last weekend a change was executed in the TOPdesk database structure that was aimed to improve the performance and responsiveness of TOPdesk for customers working with filters.
Also see https://status.topdesk.com/incidents/pf0rmhydcf8y


From our tests, we expected this adjustment to cause only minimal and temporary additional database load when operators first logged in. However, the database load was heavier than expected, causing an overload on some database servers. Customers experienced slowness and unresponsive interfaces while working in TOPdesk.

A temporary fix has been applied this morning which resolved most issues on the database servers. The maintenance tonight will deploy a permanent adjustment to ensure that this problem does not occur again.

Expected impact
We do not expect any impact during this maintenance. TOPdesk environments will remain online during the maintenance, and your operators can continue to work.

TOPdesk will evaluate this change with all involved teams, and aims to publish an RCA on the status page next week.

If you still experience slowness while working in TOPdesk tomorrow, please let us know. If you have more questions in the meantime, do not hesitate to contact TOPdesk Support.
Nov 26, 15:51 CET
Nov 26, 2019
Resolved - The problems in the Australia hosting location have been resolved. All TOPdesk environments are online again.
Nov 26, 10:10 CET
Investigating - We are currently investigating an issue on our Australian hosting location. 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 11 7137.
Nov 26, 09:31 CET
Nov 25, 2019

No incidents reported.

Nov 24, 2019

No incidents reported.

Nov 23, 2019

No incidents reported.

Nov 22, 2019
Postmortem - Read details
Nov 25, 09:18 CET
Completed - The scheduled maintenance has been completed. However, most customers will experience the results of this maintenance on Monday morning.
Nov 22, 09:30 CET
In progress - Updated the planning as there was a small delay while updating the early release group. We'd rather release a properly tested version one day later than rushing the planning.
Nov 21, 12:40 CET
Scheduled - During the next update for TOPdesk SaaS environments a change will be executed in the TOPdesk database structure. This change may cause your operators to experience a small delay the first time they log in after the update.

Purpose of this change
TOPdesk is recreating the table in which the filters for operators are stored. This change will improve the performance and responsiveness of TOPdesk for customers working with filters.

As a result of this change, the table contents need to be recreated. The fastest and most efficient way to do so is upon first login of the operator. However, this may cause a small delay during the first login process for operators, especially if many of your operators log in a the same time.

Planning, last updated on 21-11-2019:
All test environments for Continuous Deployment customers have been updated last night (20-11-2019).
The next update for TOPdesk SaaS environments in the early release group is scheduled for tonight (21-11-2019).
The next update for TOPdesk SaaS environments in the regular (Continuous Deployment) group is scheduled for tomorrow night (22-11-2019).

Expected impact
In our tests we saw a minimal increase of the login time for operators. However, the login time may become longer if more operators log in at (exactly) the same time.

Most environments will be updated at night during the weekend. So, for most customers, operators may experience a minimal delay while logging in on Monday morning.

After the first login for that operator the filter table contents have been recreated, and the login process is back to normal.
Nov 25, 08:30 CET