tag:status.maropost.com,2005:/historyMaropost Marketing Cloud Status - Incident History2024-03-29T01:23:06-04:00Maropost Marketing Cloudtag:status.maropost.com,2005:Incident/198474572024-01-31T08:31:02-05:002024-01-31T08:31:02-05:00Support Phone System Maintenance/Upgrade<p><small>Jan <var data-var='date'>31</var>, <var data-var='time'>08:31</var> EST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Jan <var data-var='date'>31</var>, <var data-var='time'>08:01</var> EST</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'>27</var>, <var data-var='time'>18:07</var> EST</small><br><strong>Scheduled</strong> - We would like to inform you of an upcoming telephony system upgrade that will temporarily impact our telephonic support services on January 31st. The upgrade is an integral part of our commitment to providing you with the best support and customer engagement experience possible.<br /><br />Why are we upgrading?<br /><br />Our continuous efforts to enhance your experience with us have led us to invest in upgrading our telephonic support systems and customer engagement solutions. This upgrade is designed to streamline our internal operations, improve efficiency, and ensure that we stay abreast of the latest technological advancements. By embracing cutting-edge technology, we aim to provide you with even more reliable and efficient services in the future.<br /><br />What does this mean for you?<br /><br />During the upgrade, there will be a temporary downtime of our telephony support services only. No other downtime is planned for any other systems, and our other support contact-us methods will still be operational. We understand the importance of uninterrupted support, and we sincerely apologise for any inconvenience this may cause. We assure you that our team is working diligently to minimise the downtime and ensure a smooth transition. <br /><br />How will we handle urgent requests?<br /><br />While our telephone systems are undergoing maintenance, we will be actively monitoring our emails for any urgent requests you may have. If you require immediate assistance or have a pressing matter, please reach out to us via email at support@maropost.com. Our dedicated support team will prioritise and respond to any urgent support needs promptly.<br /><br />Thank you for your continued support and patience.<br /><br />We genuinely appreciate your understanding and cooperation during this upgrade process. Your support has been instrumental in our growth, and we are excited about the improvements that this upgrade will bring to our support services.<br /><br />If you have any questions or concerns regarding the planned telephony upgrade, please feel free to contact our customer support team. We look forward to serving you better with our upgraded systems.</p>tag:status.maropost.com,2005:Incident/183359152023-09-05T02:00:17-04:002023-09-05T02:00:17-04:00Planned Platform Upgrade (App cluster only)<p><small>Sep <var data-var='date'> 5</var>, <var data-var='time'>02:00</var> EDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Sep <var data-var='date'> 5</var>, <var data-var='time'>01:00</var> EDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Aug <var data-var='date'>31</var>, <var data-var='time'>10:30</var> EDT</small><br><strong>Scheduled</strong> - The Marketing Cloud platform will be undergoing a planned infrastructure upgrade at this time. Only accounts with Account IDs below 1000 are affected.<br /><br />During this time, there is no anticipated service suspension. The effect will be totally transparent. <br /><br />However, there may be a temporary suspension in the following services:<br /> - All campaign sends<br /> - Email and SMS contact imports<br /> - Opens and clicks recording (opens and clicks will continue to be tracked, however)<br /> - Journeys<br />Once the suspension is lifted, the services will resume. No data shall be lost.<br /><br />Contact support@maropost.com if you have any questions.</p>tag:status.maropost.com,2005:Incident/183358952023-09-04T02:01:18-04:002023-09-04T02:01:18-04:00Planned Platform Upgrade (Cloud1 cluster only)<p><small>Sep <var data-var='date'> 4</var>, <var data-var='time'>02:01</var> EDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Sep <var data-var='date'> 4</var>, <var data-var='time'>01:00</var> EDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Aug <var data-var='date'>31</var>, <var data-var='time'>10:28</var> EDT</small><br><strong>Scheduled</strong> - The Marketing Cloud platform will be undergoing a planned infrastructure upgrade at this time. Only accounts with Account IDs between 2000 and 2999 are affected.<br /><br />During this time, there is no anticipated service suspension. The effect will be totally transparent. <br /><br />However, there may be a temporary suspension in the following services:<br /> - All campaign sends<br /> - Email and SMS contact imports<br /> - Opens and clicks recording (opens and clicks will continue to be tracked, however)<br /> - Journeys<br />Once the suspension is lifted, the services will resume. No data shall be lost.<br /><br />Contact support@maropost.com if you have any questions.</p>tag:status.maropost.com,2005:Incident/182971322023-08-31T01:30:42-04:002023-08-31T01:30:42-04:00Scheduled Maintenance - Accounts 1000 through 1999 only<p><small>Aug <var data-var='date'>31</var>, <var data-var='time'>01:30</var> EDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Aug <var data-var='date'>31</var>, <var data-var='time'>01:00</var> EDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Aug <var data-var='date'>28</var>, <var data-var='time'>15:00</var> EDT</small><br><strong>Scheduled</strong> - The Marketing Cloud platform will be undergoing a planned infrastructure upgrade at this time. Only accounts with Account IDs between 1000 and 1999 are affected.<br /><br />During this time, there is no anticipated service suspension. The effect will be totally transparent. <br /><br />However, there may be a temporary suspension in the following services:<br /> - All campaign sends<br /> - Email and SMS contact imports<br /> - Opens and clicks recording (opens and clicks will continue to be tracked, however)<br /> - Journeys<br />Once the suspension is lifted, the services will resume. No data shall be lost.<br /><br />Contact support@maropost.com if you have any questions.</p>tag:status.maropost.com,2005:Incident/160548372023-02-18T02:00:08-05:002023-02-18T02:00:08-05:00Planned Platform Upgrade (Account IDs 1 through 999 only)<p><small>Feb <var data-var='date'>18</var>, <var data-var='time'>02:00</var> EST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Feb <var data-var='date'>18</var>, <var data-var='time'>01:00</var> EST</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'> 7</var>, <var data-var='time'>10:45</var> EST</small><br><strong>Scheduled</strong> - This scheduled window affects your account if your account ID is from 1 to 999 **ONLY**. If your account ID is from 1000 and upwards, then your account is NOT impacted.<br /><br />A temporary service disruption is planned for Feb 18, 2023 at 1AM Eastern. During this time the following services will be unavailable:<br />- Application login<br />- API services<br />- Email response handling<br />- FTP services<br />- Journeys/Data Journeys<br />- Scheduled email campaigns<br />- Scheduled SMS campaigns<br />- Scheduled Mobile App messaging<br />- Mobile app session tracking<br />- Hosted landing pages<br /><br />The purpose of this planned service disruption is to perform a significant upgrade to the backend database servers. This service upgrade will result in the databases running in a more efficient manner.<br /><br />If you have any questions about whether your account will be impacted, please contact your Customer Success Manager.</p>tag:status.maropost.com,2005:Incident/158228042023-01-11T23:45:16-05:002023-01-19T10:28:46-05:00Quality of Service Disruption Alert<p><small>Jan <var data-var='date'>11</var>, <var data-var='time'>23:45</var> EST</small><br><strong>Resolved</strong> - Our Engineering Team has confirmed that system health has been fully restored to baseline norms. <br /><br />Hosted Landing Pages should now be fully operational for all clients. Thank you for your patience as we worked through this. <br /><br />A Post Mortem of this incident will be posted within 2 business days. <br /><br />If you continue to experience issues, please submit a ticket with our Support Team via support@maropost.com</p><p><small>Jan <var data-var='date'>11</var>, <var data-var='time'>22:00</var> EST</small><br><strong>Monitoring</strong> - Our Engineering Team has successfully implemented the solution to restore system availability. We are continuing to monitor system health to ensure that all aspects of our platform are fully recovered.
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<br />We apologize for the inconvenience, and will post an update as soon as we've confirmed the issue is fully resolved</p><p><small>Jan <var data-var='date'>11</var>, <var data-var='time'>20:47</var> EST</small><br><strong>Update</strong> - We are continuing to investigate the issue. Please visit this site for further updates.</p><p><small>Jan <var data-var='date'>11</var>, <var data-var='time'>18:14</var> EST</small><br><strong>Investigating</strong> - At 5:39PM on Jan 11, 2023 Eastern Time Zone, we became aware of a service disruption affecting our clients on specific components of our platform relating to the hosted landing pages. <br /><br />Our Engineering Team is currently assessing the impact. We will post a status update as quickly as possible. <br /><br />We apologize for the impact to your business. Thank you for your patience as we work to resolve this issue.</p>tag:status.maropost.com,2005:Incident/113320972022-09-30T19:49:04-04:002022-10-05T15:42:02-04:00Quality of Service Disruption Alert<p><small>Sep <var data-var='date'>30</var>, <var data-var='time'>19:49</var> EDT</small><br><strong>Resolved</strong> - Our Engineering Team has confirmed that system health has been fully restored to baseline norms. <br /><br />All systems should now be fully operational for all clients. Thank you for your patience as we worked through this. <br /><br />A Post Mortem of this incident will be posted within 2 business days. <br /><br />If you continue to experience issues, please submit a ticket with our Support Team via the support page on Maropost Galaxy https://galaxy.maropost.com/s/contactsupport</p><p><small>Sep <var data-var='date'>30</var>, <var data-var='time'>17:42</var> EDT</small><br><strong>Monitoring</strong> - Our Engineering Team has successfully implemented the solution to restore system availability. We are continuing to monitor system health to ensure that all aspects of our platform are fully recovered.
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<br />We apologize for the inconvenience, and will post an update as soon as we've confirmed the issue is fully resolved</p><p><small>Sep <var data-var='date'>30</var>, <var data-var='time'>17:20</var> EDT</small><br><strong>Identified</strong> - Subsequent investigation has revealed that the incident reported at 4:29PM Eastern Time Zone on Friday, Sept. 30, 2022 was caused by a service interruption from one of our providers. <br /><br />Our Engineering Team is monitoring the progress with our provider to ensure that service is restored as quickly as possible. In the meantime, we are taking steps ourselves to mitigate our platform’s exposure to this incident, and restore system availability to our clients. <br /><br />At this point, we have ascertained the following components are affected: <br />- Application Login <br />- Campaign sends <br />- Tracking campaign responses including opens, clicks, bounces, unsubscribes, and complaints <br />- Web tracking <br />- Hosted Landing Pages <br />- Live Content <br />- REST API Service <br />- SMTP API Service <br />- FTP Server <br />- Journeys <br />- Data Journeys <br />- Mobile App Messaging <br /><br /><br />We apologize for the impact to your business. Thank you for your patience as we work to resolve this issue</p><p><small>Sep <var data-var='date'>30</var>, <var data-var='time'>17:04</var> EDT</small><br><strong>Investigating</strong> - At 4:29PM Eastern Time Zone on Friday, Sept. 30, 2022, we became aware of a service disruption affecting all clients. <br /><br />Our Engineering Team is currently assessing the impact. We will post a status update as quickly as possible. <br /><br />We apologize for the impact to your business. Thank you for your patience as we work to resolve this issue.</p>tag:status.maropost.com,2005:Incident/99522112022-05-07T04:30:00-04:002022-05-09T15:02:54-04:00Quality of Service Disruption Resolved<p><small>May <var data-var='date'> 7</var>, <var data-var='time'>04:30</var> EDT</small><br><strong>Resolved</strong> - On Saturday, May 7 2002 at 4:39AM Eastern time zone, our internal monitoring systems alerted us that the "Cloud1" cluster for the Marketing Cloud platform was inaccessible. Only clients whose accounts are hosted on the Cloud1 cluster were affected. Clients whose accounts are hosted on the App, Cloud, CA1, and EU1 clusters were unaffected.<br /><br />Impacted components of the platform included:<br /> -- The API server was inaccessible<br /> -- The application UI was unavailable<br /> -- No scheduled campaigns were sent<br /><br />By 5:00AM Eastern time zone, the SaaS Technologies and Operations team confirmed that service on the Cloud1 cluster was fully restored. All scheduled processes including Journey campaigns, Data Journey jobs, segment counts, and scheduled campaigns where fully processed within 60 minutes of service restoration.<br /><br />Our initial analysis indicates that the service disruption initiated with our cloud services hosting partner. We are following up with their technical team for a full report.<br /><br />If you have any questions, please feel free to reach out to Maropost Support at support@maropost.com</p>tag:status.maropost.com,2005:Incident/92929862022-02-20T02:30:29-05:002022-02-20T02:30:29-05:00Planned Platform Upgrade: App Cluster Only<p><small>Feb <var data-var='date'>20</var>, <var data-var='time'>02:30</var> EST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Feb <var data-var='date'>20</var>, <var data-var='time'>01:00</var> EST</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'>11</var>, <var data-var='time'>12:17</var> EST</small><br><strong>Scheduled</strong> - A platform upgrade on the App cluster is scheduled for Sunday Feb 20, 2022 between 1:00-1:30am ET. During this timeframe, there will be a momentary disruption in service lasting only about 5 minutes.<br /><br />Any existing scheduled campaigns, journeys, exports, imports and reports will not be affected during this time, and will be processed as usual.<br /><br />Impacted Services include:<br />-Creating and scheduling new campaigns<br />-Creating new Contact and Data Journeys<br />-Importing or Exporting Contacts<br />-Creating or Exporting New Reports<br />-REST and GraphQL API calls<br />-Some integrations<br /><br />If you have any questions, please contact support@maropost.com.</p>tag:status.maropost.com,2005:Incident/91800592022-01-27T20:01:12-05:002022-01-27T20:01:12-05:00Quality of Service Disruption Alert<p><small>Jan <var data-var='date'>27</var>, <var data-var='time'>20:01</var> EST</small><br><strong>Resolved</strong> - Our Engineering Team has confirmed that system health has been fully restored to baseline norms.
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<br />All systems should now be fully operational for all clients. Thank you for your patience as we worked through this.
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<br />A Post Mortem of this incident will be posted within 2 business days.
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<br />If you continue to experience issues, please submit a ticket with our Support Team via the contact form. https://support.maropost.com/hc/en-us/requests/new</p><p><small>Jan <var data-var='date'>27</var>, <var data-var='time'>18:31</var> EST</small><br><strong>Monitoring</strong> - Our Engineering Team has successfully implemented the solution to restore system availability for creating new campaigns. We are continuing to monitor system health to ensure that all aspects of our platform are fully recovered. <br /><br />We apologize for the inconvenience, and will post an update as soon as we've confirmed the issue is fully resolved</p><p><small>Jan <var data-var='date'>27</var>, <var data-var='time'>17:26</var> EST</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Jan <var data-var='date'>27</var>, <var data-var='time'>17:20</var> EST</small><br><strong>Investigating</strong> - At 17:10 Eastern Time Zone, we became aware of a service disruption affecting all clients attempting to create a new Email Campaign.<br /><br />Our Engineering Team is currently assessing the impact. We will post a status update as quickly as possible. <br /><br />We apologize for the impact to your business. Thank you for your patience as we work to resolve this issue.</p>tag:status.maropost.com,2005:Incident/88457882021-12-14T15:48:43-05:002021-12-14T15:48:43-05:00Quality of Service Disruption Alert<p><small>Dec <var data-var='date'>14</var>, <var data-var='time'>15:48</var> EST</small><br><strong>Resolved</strong> - Our Engineering Team has confirmed that system health has been fully restored to baseline norms. <br /><br />All systems should now be fully operational for all clients. Thank you for your patience as we worked through this. <br /><br />A Post Mortem of this incident will be posted within 2 business days. <br /><br />If you continue to experience issues, please send an email to support@maropost.com</p><p><small>Dec <var data-var='date'>14</var>, <var data-var='time'>13:08</var> EST</small><br><strong>Monitoring</strong> - Our Engineering Team has successfully implemented the solution to restore system availability. We are continuing to monitor system health to ensure that all aspects of our platform are fully recovered.
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<br />We apologize for the inconvenience, and will post an update as soon as we've confirmed the issue is fully resolved</p><p><small>Dec <var data-var='date'>14</var>, <var data-var='time'>12:37</var> EST</small><br><strong>Investigating</strong> - At 11AM Eastern Time Zone, we became aware of a service disruption affecting our clients on the Cloud cluster.<br /><br />Our Engineering Team is currently assessing the impact. We will post a status update as quickly as possible. <br /><br />We apologize for the impact to your business. Thank you for your patience as we work to resolve this issue.</p>tag:status.maropost.com,2005:Incident/75588612021-07-20T19:43:43-04:002023-01-23T16:18:58-05:00Issue - Drag and Drop Editor<p><small>Jul <var data-var='date'>20</var>, <var data-var='time'>19:43</var> EDT</small><br><strong>Resolved</strong> - Our Engineering Team has confirmed that the Drag and Drop Editor has been fully restored to proper functionality. <br /><br />A Post Mortem of this incident will be posted within 2 business days. <br /><br />If you continue to experience issues with the Drag and Drop editor, please submit a ticket with our Support Team via the contact form. https://support.maropost.com/hc/en-us/requests/new</p><p><small>Jul <var data-var='date'>20</var>, <var data-var='time'>18:34</var> EDT</small><br><strong>Monitoring</strong> - Our Engineering Team has successfully implemented the solution to restore availability of the Drag-and-Drop email editor. We are continuing to monitor system health to ensure that all aspects of the editor are fully recovered. <br /><br />We apologize for the inconvenience, and will post an update as soon as we've confirmed the issue is fully resolved</p><p><small>Jul <var data-var='date'>20</var>, <var data-var='time'>18:03</var> EDT</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Jul <var data-var='date'>20</var>, <var data-var='time'>18:02</var> EDT</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Jul <var data-var='date'>20</var>, <var data-var='time'>14:49</var> EDT</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Jul <var data-var='date'>20</var>, <var data-var='time'>14:48</var> EDT</small><br><strong>Investigating</strong> - At 11:30 AM Eastern Time Zone, we became aware of a service disruption affecting our clients on specific components of our platform on Cloud1. <br /><br />Our Engineering Team is currently assessing the impact. We will post a status update as quickly as possible. <br /><br />We apologize for the impact to your business. Thank you for your patience as we work to resolve this issue.</p>