TRACKVIA SYSTEM STATUS

Find out more about TrackVia system status, scheduled maintenance and performance stats. For real-time updates, please visit us on Twitter @trackviasupport.

CURRENT STATUS

ALL SYSTEMS AT 100%

TrackVia is performing normally at this time.

RECENT SYSTEM AVAILABILITY

99.985% uptime in the last 3 months.

October 2016 99.95%
September 2016 100%
August 2016 100%

SCHEDULED MAINTENANCE

There are no scheduled maintenance events at this time.

INCIDENT HISTORY

Below is a list of incidents that have affected more than one account at once due to a single issue.

Partial impact or performance issues    Service disruption

Date/Time (MST) Duration Type Title Description
11/09/2016 11:40  24 mins Server Connection We are actively investigating what caused our system to refuse connections during login. 
11/01/2016 09:56  8 mins Database Failover A database failover issue, similar to the below, caused the application servers to become unresponsive.  We escalated and released an update on Nov 4th, 2016 in an attempt to handled this process properly.
10/03/2016 16:31 19 mins Database Failover A database failover experienced an unforeseen issue when one failed and another instance was promoted.  While the original database attempted to recover, it began accepting connections and the application servers incorrectly read the machine as being available. This caused the servers to become unresponsive while waiting for timeout thresholds to expire.  The servers did not recover and had to undergo full host replacement.
06/30/2016 10:08 40 mins App Server Timeouts The TrackVia API experienced a high volume of malformatted requests which left the app servers unable to process the requests. The servers went into infinite loops processing the bad requests resulting in denied connections from all clients. TrackVia deployed a software update on July 1, 2016 to prevent this from occurring.
03/17/2016 10:47 20 mins Metric Collection System Failure Hardware failed on a collection system resulting in an outage. The TrackVia application servers did not gracefully handle the failure and began emitting errors in the system logs. The application was accepting connections, but was unable to complete the transactions without the collection service.
02/01/2016 09:50 33 mins Account Locks / Server Reboot Account level locking errors were occurring causing some customers to be affected by delayed response times and timeouts. The TrackVia team was able to unlock individual accounts, but continued to see the rate of lock errors increasing. It was decided that the best route to clear all locking errors was a system reboot. During the reboot process, the application servers were not successfully removed from the routing servers which resulted in the routers queuing incoming requests.
09/09/2015 11:21 4 mins API The API was improperly used causing a high enough load on the system to briefly cause login and navigation to stall. We have since trained the end user on proper use and have plans in place to prevent it from occurring again.
03/20/2015 08:22 27 mins DNS Issue We experienced network connectivity and DNS resolution issues affecting some instances within a VPC in the US-WEST-2 Region in Amazon Web Services. Details at AWS STATUS SIREN. This affected saving records and sending emails. We made temporary updates on our end to mitigate connectivity issues.
02/05/2015 10:40 45 mins Table Editor A small portion of accounts were seeing issues with loading the Table Editor page. There were also scenarios where a browser refresh was required to find a newly created Form listed in navigation menus.

 

TRACKVIA SUPPORT

Hours of availability:
7:00 A.M. to 6:00 P.M. MT Mon-Fri

Business-critical issues are monitored outside of business hours.
Email support@trackvia.com with urgent requests.

Average hours to first response:
Web apps industry average: 17.1 hours — Learn more

7.16

Same-day response rate:

98%

Average hours to close a ticket:

12.1

 

WE’RE HERE TO HELP

Connect with the TrackVia support team and other customers in our community—ask a question, suggest features and improvements, and browse how-to articles.

To submit a support ticket, click on the help icon in the top corner of your TrackVia application. 

  800-673-3302

  @TRACKVIASUPPORT

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