02:40 UTC | 19:40 PT
Our service provider has informed us that the issues impacting Insights have been resolved. Thanks for your patience.
01:43 UTC | 18:43 PT
We continue to work with our service provider to resolve the issues with Insights. We will provide an update as soon as we have information to share. Thanks for your patience.
01:02 UTC | 18:02 PT
We are aware there are intermittent issues accessing Insights at the current time. We are investigating this with our service provider and will provide further updates
On October 30, 2019 from 22:40 UTC to October 31 at 02:05 UTC customers on Zendesk Support experienced errors when attempting to access Insights.
Root Cause Analysis
Our service provider's platform was unavailable for a period of time because of procedural failures during remediation activity by one of their data storage vendors.
During a replacement of failed hardware within the vendor's platform, the vendor's remediation activity did not enact a complete set of established protocols, which rendered dependent components unable to connect to the replaced hardware. Consequently, our service provider was unable to provide us with access to the platform until the dependent components were properly installed.
To fix this issue, our service provider investigated the platform unavailability, identified the root cause and conducted the complete set of procedural steps to complete system recovery.
Our service provider is establishing process improvements with their data storage vendor, including the revision of hardware maintenance runbooks.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us.