tag:status.empatica.com,2005:/historyEmpatica Status - Incident History2024-03-29T06:22:38+01:00Empaticatag:status.empatica.com,2005:Incident/200973482024-03-13T11:00:57+01:002024-03-13T11:00:57+01:00Cloud Infrastructure Maintenance<p><small>Mar <var data-var='date'>13</var>, <var data-var='time'>11:00</var> CET</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Mar <var data-var='date'>13</var>, <var data-var='time'>10:50</var> CET</small><br><strong>Update</strong> - Scheduled maintenance is still in progress. We will provide updates as necessary.</p><p><small>Mar <var data-var='date'>13</var>, <var data-var='time'>09:00</var> CET</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'>28</var>, <var data-var='time'>14:27</var> CET</small><br><strong>Scheduled</strong> - We will be undergoing scheduled maintenance during this time.</p>tag:status.empatica.com,2005:Incident/201009752024-02-29T11:00:56+01:002024-02-29T11:00:57+01:00Cloud Infrastructure Maintenance<p><small>Feb <var data-var='date'>29</var>, <var data-var='time'>11:00</var> CET</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Feb <var data-var='date'>29</var>, <var data-var='time'>10:00</var> CET</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'>28</var>, <var data-var='time'>22:29</var> CET</small><br><strong>Scheduled</strong> - Cloud Infrastructure Maintenance</p>tag:status.empatica.com,2005:Incident/200466052024-02-23T11:00:57+01:002024-02-23T11:00:57+01:00Cloud Infrastructure Maintenance<p><small>Feb <var data-var='date'>23</var>, <var data-var='time'>11:00</var> CET</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Feb <var data-var='date'>23</var>, <var data-var='time'>10:00</var> CET</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>11:25</var> CET</small><br><strong>Scheduled</strong> - We will be undergoing scheduled maintenance during this time.</p>tag:status.empatica.com,2005:Incident/198589532024-02-14T10:00:57+01:002024-02-14T10:00:57+01:00Release EHMP Services v3.11.0-lts in Enterprise<p><small>Feb <var data-var='date'>14</var>, <var data-var='time'>10:00</var> CET</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Feb <var data-var='date'>14</var>, <var data-var='time'>09:00</var> CET</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Jan <var data-var='date'>29</var>, <var data-var='time'>16:39</var> CET</small><br><strong>Scheduled</strong> - Release EHMP Services v3.11.0-lts for Enterprise.</p>tag:status.empatica.com,2005:Incident/196902132024-01-15T10:00:37+01:002024-01-15T10:00:37+01:00Release EHMP Services v3.9.1-lts in Enterprise<p><small>Jan <var data-var='date'>15</var>, <var data-var='time'>10:00</var> CET</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Jan <var data-var='date'>15</var>, <var data-var='time'>09:01</var> CET</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Jan <var data-var='date'>12</var>, <var data-var='time'>18:33</var> CET</small><br><strong>Scheduled</strong> - This scheduled maintenance is due to the release of EHMP Services v3.9.1-lts in Enterprise use case.</p>tag:status.empatica.com,2005:Incident/195413622023-12-27T19:00:13+01:002023-12-27T19:00:13+01:00Cloud Infrastructure Maintenance<p><small>Dec <var data-var='date'>27</var>, <var data-var='time'>19:00</var> CET</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Dec <var data-var='date'>27</var>, <var data-var='time'>18:01</var> CET</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Dec <var data-var='date'>27</var>, <var data-var='time'>10:04</var> CET</small><br><strong>Scheduled</strong> - We will be undergoing scheduled maintenance during this time.</p>tag:status.empatica.com,2005:Incident/190546462023-11-24T13:00:15+01:002023-11-24T13:00:15+01:00Release EHMP Services v3.9.0-lts in Enterprise<p><small>Nov <var data-var='date'>24</var>, <var data-var='time'>13:00</var> CET</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Nov <var data-var='date'>24</var>, <var data-var='time'>10:31</var> CET</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Nov <var data-var='date'> 9</var>, <var data-var='time'>14:26</var> CET</small><br><strong>Update</strong> - This scheduled maintenance is due to the release of EHMP Services v3.9.0-lts in Enterprise use case.</p><p><small>Nov <var data-var='date'> 8</var>, <var data-var='time'>09:56</var> CET</small><br><strong>Update</strong> - This scheduled maintenance is due to the release of EHMP Services v3.9.0-lts in Enterprise use case.</p><p><small>Nov <var data-var='date'> 8</var>, <var data-var='time'>09:55</var> CET</small><br><strong>Scheduled</strong> - We will be undergoing scheduled maintenance during this time.</p>tag:status.empatica.com,2005:Incident/159595032023-01-28T18:41:26+01:002023-01-28T18:41:26+01:00Cloud Infrastructure Maintenance<p><small>Jan <var data-var='date'>28</var>, <var data-var='time'>18:41</var> CET</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Jan <var data-var='date'>28</var>, <var data-var='time'>16:34</var> CET</small><br><strong>Verifying</strong> - Verification is currently underway for the maintenance items.</p><p><small>Jan <var data-var='date'>28</var>, <var data-var='time'>13:51</var> CET</small><br><strong>Update</strong> - Scheduled maintenance is still in progress. We will provide updates as necessary.</p><p><small>Jan <var data-var='date'>28</var>, <var data-var='time'>10:01</var> CET</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Jan <var data-var='date'>28</var>, <var data-var='time'>10:00</var> CET</small><br><strong>Scheduled</strong> - We will be undergoing scheduled maintenance during this time.</p>tag:status.empatica.com,2005:Incident/103757822022-06-22T16:33:13+02:002022-06-22T16:33:13+02:00Cloud Infrastructure Maintenance<p><small>Jun <var data-var='date'>22</var>, <var data-var='time'>16:33</var> CEST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Jun <var data-var='date'>22</var>, <var data-var='time'>14:45</var> CEST</small><br><strong>Update</strong> - Scheduled maintenance is still in progress. We will provide updates as necessary.</p><p><small>Jun <var data-var='date'>22</var>, <var data-var='time'>14:45</var> CEST</small><br><strong>Update</strong> - Scheduled maintenance is still in progress. We will provide updates as necessary.</p><p><small>Jun <var data-var='date'>22</var>, <var data-var='time'>07:15</var> CEST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Jun <var data-var='date'>22</var>, <var data-var='time'>07:14</var> CEST</small><br><strong>Scheduled</strong> - We will be undergoing scheduled maintenance during this time.</p>tag:status.empatica.com,2005:Incident/92443262022-02-05T15:00:31+01:002022-02-05T15:00:31+01:00Scheduled Maintenance - Empatica Care<p><small>Feb <var data-var='date'> 5</var>, <var data-var='time'>15:00</var> CET</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Feb <var data-var='date'> 5</var>, <var data-var='time'>14:00</var> CET</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'> 5</var>, <var data-var='time'>13:50</var> CET</small><br><strong>Scheduled</strong> - We will be undergoing scheduled maintenance during this time.</p>tag:status.empatica.com,2005:Incident/67838102021-04-21T11:00:33+02:002021-04-21T11:00:33+02:00Cloud Infrastructure Maintenance<p><small>Apr <var data-var='date'>21</var>, <var data-var='time'>11:00</var> CEST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Apr <var data-var='date'>21</var>, <var data-var='time'>10:20</var> CEST</small><br><strong>Update</strong> - Maintenance is proceeding as expected. The team is working on validating the changes, as the maintenance continues.</p><p><small>Apr <var data-var='date'>21</var>, <var data-var='time'>09:00</var> CEST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Apr <var data-var='date'>19</var>, <var data-var='time'>09:20</var> CEST</small><br><strong>Scheduled</strong> - Required maintenance for Empatica cloud infrastructure</p>tag:status.empatica.com,2005:Incident/57984422021-01-09T09:58:17+01:002021-01-09T09:58:17+01:00Scheduled Maintenance - Empatica Care<p><small>Jan <var data-var='date'> 9</var>, <var data-var='time'>09:58</var> CET</small><br><strong>Completed</strong> - Maintenance has been completed</p><p><small>Jan <var data-var='date'> 9</var>, <var data-var='time'>08:56</var> CET</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Dec <var data-var='date'>14</var>, <var data-var='time'>15:56</var> CET</small><br><strong>Scheduled</strong> - Some services related to Empatica Care will be unavailable due to some required maintenance.</p>tag:status.empatica.com,2005:Incident/53473412020-10-17T10:13:05+02:002020-10-17T10:13:05+02:00Scheduled Maintenance - Empatica Care<p><small>Oct <var data-var='date'>17</var>, <var data-var='time'>10:13</var> CEST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Oct <var data-var='date'>17</var>, <var data-var='time'>10:08</var> CEST</small><br><strong>Verifying</strong> - Changes have been applied. Data verification in progress.</p><p><small>Oct <var data-var='date'>17</var>, <var data-var='time'>09:05</var> CEST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Oct <var data-var='date'>17</var>, <var data-var='time'>09:03</var> CEST</small><br><strong>Scheduled</strong> - Some services related to Empatica Care will be unavailable due to some required maintenance.</p>tag:status.empatica.com,2005:Incident/46963882020-07-24T18:32:22+02:002020-07-24T18:32:22+02:00Empatica API Outage<p><small>Jul <var data-var='date'>24</var>, <var data-var='time'>18:32</var> CEST</small><br><strong>Resolved</strong> - The issue has been solved</p><p><small>Jul <var data-var='date'>24</var>, <var data-var='time'>14:59</var> CEST</small><br><strong>Update</strong> - Services are resuming their normal activity. We are monitoring the situation.</p><p><small>Jul <var data-var='date'>24</var>, <var data-var='time'>14:21</var> CEST</small><br><strong>Monitoring</strong> - We are monitoring the situation. Some services are slowly resuming their normal activity.</p><p><small>Jul <var data-var='date'>24</var>, <var data-var='time'>11:05</var> CEST</small><br><strong>Identified</strong> - The root cause has been identified in a failure of our 3rd party cloud infrastructure facing some network issues.</p><p><small>Jul <var data-var='date'>24</var>, <var data-var='time'>06:00</var> CEST</small><br><strong>Investigating</strong> - We are investigating an issue with Empatica API being unreachable.</p>tag:status.empatica.com,2005:Incident/45363342020-07-05T11:53:14+02:002020-07-05T11:53:14+02:00Empatica API Outage<p><small>Jul <var data-var='date'> 5</var>, <var data-var='time'>11:53</var> CEST</small><br><strong>Resolved</strong> - All systems are up and running.</p><p><small>Jul <var data-var='date'> 4</var>, <var data-var='time'>23:30</var> CEST</small><br><strong>Investigating</strong> - Empatica APIs are currently unavailable.</p>tag:status.empatica.com,2005:Incident/39190792020-04-20T18:08:29+02:002020-04-20T18:08:29+02:00Raw Data Download Under Required Maintenance<p><small>Apr <var data-var='date'>20</var>, <var data-var='time'>18:08</var> CEST</small><br><strong>Resolved</strong> - Maintenance has been completed. Data download is resuming its normal activity.</p><p><small>Apr <var data-var='date'>20</var>, <var data-var='time'>13:25</var> CEST</small><br><strong>Investigating</strong> - Raw Data Download is currently under required maintenance. Data export requests won't be lost and will be processed after the maintenance has been completed.</p>tag:status.empatica.com,2005:Incident/38998922020-04-17T18:21:26+02:002020-04-17T18:21:26+02:00Major Outage<p><small>Apr <var data-var='date'>17</var>, <var data-var='time'>18:21</var> CEST</small><br><strong>Resolved</strong> - All systems are operating normally.</p><p><small>Apr <var data-var='date'>17</var>, <var data-var='time'>17:11</var> CEST</small><br><strong>Update</strong> - All services are operational. Our tech team is monitoring the situation.</p><p><small>Apr <var data-var='date'>17</var>, <var data-var='time'>14:39</var> CEST</small><br><strong>Monitoring</strong> - Our 3rd party cloud provider has solved the issue. We are monitoring the situation while systems resume their normal activity.</p><p><small>Apr <var data-var='date'>17</var>, <var data-var='time'>14:02</var> CEST</small><br><strong>Identified</strong> - Our 3rd party cloud provider has identified the issue and is working on a fix.</p><p><small>Apr <var data-var='date'>17</var>, <var data-var='time'>12:19</var> CEST</small><br><strong>Investigating</strong> - Our 3rd party cloud provider is facing issues with one of the key pieces of Empatica infrastructure. The problem is under investigation and we are waiting for it to be resolved.<br /><br />Alerting functionalities will not be affected, and we do not expect any data loss.</p>tag:status.empatica.com,2005:Incident/35146242020-02-03T11:01:04+01:002020-02-03T11:01:27+01:00Scheduled Security Maintenance<p><small>Feb <var data-var='date'> 3</var>, <var data-var='time'>11:01</var> CET</small><br><strong>Update</strong> - Maintenance completed. All services are operational</p><p><small>Feb <var data-var='date'> 3</var>, <var data-var='time'>11:01</var> CET</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Feb <var data-var='date'> 3</var>, <var data-var='time'>10:50</var> CET</small><br><strong>Verifying</strong> - All services are up and running. Checking data for corruption.</p><p><small>Feb <var data-var='date'> 3</var>, <var data-var='time'>09:30</var> CET</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'> 3</var>, <var data-var='time'>09:17</var> CET</small><br><strong>Scheduled</strong> - Empatica services will experience a complete outage due to a scheduled maintenance on the infrastructure which has been required in order to apply the latest security patches. <br /><br />Alert delivery capabilities are not affected.</p>tag:status.empatica.com,2005:Incident/34156182020-01-11T13:28:00+01:002020-01-11T13:28:00+01:00Planned Email Downtime<p><small>Jan <var data-var='date'>11</var>, <var data-var='time'>13:28</var> CET</small><br><strong>Resolved</strong> - Mandrill planned maintenance has completed. Email delivery is back online.</p><p><small>Jan <var data-var='date'>11</var>, <var data-var='time'>06:04</var> CET</small><br><strong>Monitoring</strong> - As a consequence of Mandrill planned downtime, email delivery is expected to be delayed.<br />All emails expected to be delivered from 5am UTC until 1pm UTC will be eventually delivered when Mandrill planned downtime completes.<br /><br />More information about Mandrill maintenance can be found here:<br />- https://mailchimp.com/planned-mandrill-outage<br />- https://twitter.com/mandrillapp</p>tag:status.empatica.com,2005:Incident/34079362020-01-09T12:40:52+01:002020-01-09T12:40:52+01:00Degraded performance in data processing<p><small>Jan <var data-var='date'> 9</var>, <var data-var='time'>12:40</var> CET</small><br><strong>Resolved</strong> - Issue has been resolved.</p><p><small>Jan <var data-var='date'> 9</var>, <var data-var='time'>12:00</var> CET</small><br><strong>Update</strong> - Issue has been identified.</p><p><small>Jan <var data-var='date'> 9</var>, <var data-var='time'>04:00</var> CET</small><br><strong>Investigating</strong> - We are noticing an increase in API requests which is causing a slow down in data processing.</p>tag:status.empatica.com,2005:Incident/33397032019-12-19T11:15:02+01:002019-12-19T11:47:18+01:00Partial Outage<p><small>Dec <var data-var='date'>19</var>, <var data-var='time'>11:15</var> CET</small><br><strong>Resolved</strong> - A network issue caused our database to reject all the connections, therefore being unresponsive for 5 minutes.</p>tag:status.empatica.com,2005:Incident/29876682019-09-19T18:04:59+02:002019-09-19T18:04:59+02:00Inaccurate Rest results for some users<p><small>Sep <var data-var='date'>19</var>, <var data-var='time'>18:04</var> CEST</small><br><strong>Resolved</strong> - Recover has been completed, rest live processing has been restarted.</p><p><small>Sep <var data-var='date'>19</var>, <var data-var='time'>11:44</var> CEST</small><br><strong>Update</strong> - Rest data recover is still in progress.</p><p><small>Sep <var data-var='date'>18</var>, <var data-var='time'>09:49</var> CEST</small><br><strong>Update</strong> - Rest data recover is still in progress.</p><p><small>Sep <var data-var='date'>17</var>, <var data-var='time'>10:02</var> CEST</small><br><strong>Update</strong> - Backup has completed, and data restore is in progress.</p><p><small>Sep <var data-var='date'>16</var>, <var data-var='time'>16:59</var> CEST</small><br><strong>Identified</strong> - The issue has been identified and user data is being backed up. Once completed, rest data will be restored.</p><p><small>Sep <var data-var='date'>11</var>, <var data-var='time'>17:09</var> CEST</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Sep <var data-var='date'>11</var>, <var data-var='time'>17:06</var> CEST</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Sep <var data-var='date'> 6</var>, <var data-var='time'>00:00</var> CEST</small><br><strong>Investigating</strong> - Starting from Friday, September 6, our sleep and activity algorithms have been providing inaccurate results for a limited set of users.<br />Embrace and Alert users: Please be assured that no data is lost and that this does not affect the seizure monitoring and alerting functionalities of your Embrace.<br />Research users: Please be assured that no data has been lost and that this does not affect the data collection to the Research Portal. Alert functionality also remains unaffected.<br />This means that users will see an incorrect visualization of their sleep and activity periods in the Mate App. For Research, the rest and activity shown in the Summary Report will also appear incorrect for all affected users.<br />We are currently working on understanding the root cause of this issue, so we can restore the correct rest and activity data for all affected users.</p>tag:status.empatica.com,2005:Incident/22019512019-02-10T18:27:22+01:002019-06-06T15:30:23+02:00This is an example incident<p><small>Feb <var data-var='date'>10</var>, <var data-var='time'>18:27</var> CET</small><br><strong>Resolved</strong> - Empathize with those affected and let them know everything is operating as normal.</p><p><small>Feb <var data-var='date'>10</var>, <var data-var='time'>18:17</var> CET</small><br><strong>Monitoring</strong> - Let your users know once a fix is in place, and keep communication clear and precise.</p><p><small>Feb <var data-var='date'>10</var>, <var data-var='time'>18:23</var> CET</small><br><strong>Identified</strong> - As you continue to work through the incident, update your customers frequently.</p><p><small>Feb <var data-var='date'>10</var>, <var data-var='time'>18:53</var> CET</small><br><strong>Investigating</strong> - When your product or service isn’t functioning as expected, let your customers know by creating an incident. Communicate early, even if you don’t know exactly what’s going on.</p>