3/7/18 7:00 PM CST Update
This week, we’ve encountered a few related service interruptions which has caused much inconvenience to our customers like you. The root cause was due to a node of our database (read replica) within our datacenter at Amazon, which started to produce issues on Monday, 2PM CST. The root cause was determined on the second occurrence on Tuesday. After this was known, our technical team proceeded with an update to the database cluster which was to replace the faulty node. During this process, a configuration setting was not transferred correctly which caused the outage experienced today. This was an unexpected result which right now, we are still investigating with the AWS (Amazon) technical team. In summary, the faulty node is now replicating successfully and we do not see any further issues, as we are still needing make a change tonight to add in the new node, which should not cause any additional interruptions.
We understand how vital live chat is to your organization; we again apologize for the inconvenience it has created. If you have any questions regarding this, please do let us know.