RESOLVED: SaaS disruption NL3

Incident Report for TOPdesk SaaS Status page

Postmortem

On the 23rd of June 2022, customers hosted in the NL3 datacenter were unable to access their environments

The outage was caused by an incorrectly configured firewall during the rollout of new reverse proxies. The root cause of this misconfiguration was an oversight of our engineers.

What are reverse proxies used for?
A reverse proxy server is a type of proxy server that sits behind the firewall in a private network and directs client requests to the appropriate backend server. A reverse proxy provides an additional level of abstraction and control to ensure the smooth flow of network traffic between clients and servers.

We apologize for any inconvenience caused. We have expanded our internal procedures to further minimize the risks of rolling out similar systems in the future

Posted Jun 27, 2022 - 13:55 CEST

Resolved

Our engineers monitored the implemented fix and all environments are reachable in our NL3 hosting location.

Please contact TOPdesk Support if you are still running into hosting issues.

Posted Jun 23, 2022 - 11:25 CEST

Monitoring

The issue is identified and a fix has been implemented.

All environments should be up and running.

Please contact TOPdesk Support if you are still running into any issues with your environment.

Posted Jun 23, 2022 - 11:03 CEST

Investigating

We are currently experiencing problems on the NL3 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. 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 TDR22 06 6819.

Posted Jun 23, 2022 - 10:55 CEST

This incident affected: NL3 SaaS hosting location.