The scheduled maintenance has been completed successfully. The rerouting has been reverted for all environments to the standard, except when specified otherwise by our support department.
All traffic is flowing normally. We will keep monitoring the situation closely over the coming days.
Posted Aug 26, 2021 - 21:31 CEST
In progress
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Posted Aug 26, 2021 - 21:00 CEST
Scheduled
To completely resolve the intermittent availability issues that customers in the UK1 hosting location experienced earlier this week (see https://status.topdesk.com/incidents/5vwb827fv3lr) we will be performing maintenance on our routing systems this evening.
The temporary re-routing that was enabled as a workaround for the availability issues will be removed, as the root cause of the problem has been found and resolved. Returning the routing to its original state allows for faster connections to your TOPdesk environment and improves the redundancy of our network.
We're confident that the intermittent availability issues will not re-occur after this maintenance. The root cause has been identified and a load test was developed to recreate the problem. After a fix was applied by the hosting provider, we were unable to recreate the problem using the same load test. These findings are in line with all data that was gathered during previous disruptions.
When The routing will be adjusted this evening (August 26th) between 21:00 CEST and 22:00 CEST. That's between 8PM and 9PM BST.
Impact During the maintenance users working in TOPdesk might experience a short delay while loading or saving cards. This delay will only occur once. Should a user experience this delay, they can refresh their browser and continue working.
Other measures Both tonight and tomorrow morning engineers at TOPdesk and at the hosting provider will closely monitor the connectivity to UK TOPdesk environments. While we've thoroughly tested these changes and don't expect any problems, plans are in place to revert all changes within 30 minutes.
Why change something now that our environment is finally stable? We know many customers have been severely impacted by the disruptions earlier this week and want their environment to remain stable now. However, we also expect a higher load on our systems next week, as we have many customers in the education sector that typically have their busiest week in the first week of September. Next to this, many people are getting back to work after their holiday. During these busy times we need to be able to rely on our best infrastructure that is designed for high loads, is easily scalable, and can be recovered automatically should a component malfunction. The re-routing implemented last week does not have these properties, which is why we chose to revert now rather than later.
Posted Aug 26, 2021 - 16:22 CEST
This scheduled maintenance affected: UK1 SaaS hosting location.