TOPdesk availability issue in US1 hosting location
Incident Report for TOPdesk SaaS Status page

On Tuesday August 25th at 15:13 (03:13 PM) CEST our monitoring system alerted the engineer on duty that part of the environments in the US1 hosting location became unavailable for our customers. The engineer on duty investigated the alerts and noticed several environments reporting as unhealthy.

The SaaS operations team investigated the failing health checks which was caused by connectivity issues to the relational database setup which was still recovering after a short network disruption. At 15:25 (03:25 PM) CEST the database service was responding as expected and most TOPdesk environments were functioning normal again. However, TOPdesk Support got a few reports of customers who were still experiencing error pages or timeouts when trying to open pages inside of their TOPdesk environment. We investigated and found these environments were still experiencing timeouts to the database service. A restart of the TOPdesk application was required to resolve the issue.

At 16:20 (4:20 PM) CEST all affected environments were available once more and we verified the issue was resolved.

Root cause

A small disruption in network routing caused several TOPdesk environments to lose connectivity to its database service which were slow to recover after a short network disruption. After the service was recovered, several environments had to be restarted to restore database connectivity.

Posted Sep 01, 2020 - 13:06 CEST

The issue was related to a network disturbance which is now resolved. Your TOPdesk environment might require a restart to recover.

If you you are still experiencing issues, please contact TOPdesk support to restart your environment or schedule a restart of your environment at myTOPdesk.
Posted Aug 25, 2020 - 16:34 CEST
We are continuing to investigate this issue.
Posted Aug 25, 2020 - 16:05 CEST
We are investigating reports of customers reporting errors while accessing their TOPdesk environment in the US1 hosting location.

To inform support you are affected by this issue, please visit . Please refer to incident 20 08 6506.
Posted Aug 25, 2020 - 15:48 CEST
This incident affected: US1 SaaS hosting location.