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 service is operating normally at this time.

RECENT SYSTEM AVAILABILITY

100% uptime in the last 3 months.

June 2017 100%
May 2017 100%
April 2017 100%

SCHEDULED MAINTENANCE

The maintenance events currently scheduled will not impact service.

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 (MT) Duration Type Title Description
03/06/2017 08:15  45 mins Login Issues System connectivity errors resulted in long wait times to login.  The login issues also impacted navigation within the account for a period of the incident.  
03/02/2017 12:47 40 mins Database Connection Lost A global database freeze caused system wide failures.  The system was fully rebooted to restore service.
03/02/2017 11:18 89 mins Database Connectivity Database locking resulted in blocked connections. This caused impairment for multiple accounts.
11/09/2016 11:40  24 mins Server Connection

During a failover, the databases stalled connections to the application servers. The application servers became stuck waiting for the connections to recover, which resulted in a system outage. Additional health monitoring was put in place to prevent this from occurring. We also worked with the AWS team to account for an updated version of their failover process.

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.

 

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

5.39

Same-day response rate:

98%

Average hours to close a ticket:

16.2

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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