{"id":2506,"date":"2021-03-17T10:49:28","date_gmt":"2021-03-17T17:49:28","guid":{"rendered":"https:\/\/latchel.ticksites.com\/wp2\/?p=2506"},"modified":"2021-03-17T10:54:40","modified_gmt":"2021-03-17T17:54:40","slug":"notice-incident-wed-march-17-2021","status":"publish","type":"post","link":"https:\/\/latchel.ticksites.com\/wp2\/notice-incident-wed-march-17-2021\/","title":{"rendered":"Notice: Incident &#8211; Wednesday, March 17, 2021"},"content":{"rendered":"<h2><span style=\"font-weight: 400;\">Notice: Incident &#8211; Wednesday, March 17, 2021<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">On 17 March 2021, Latchel suffered a web UI issue. We first began seeing this issue around 4:30 AM PST. Services began recovering around 8:57 AM PST.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The following services were affected:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Webchat<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Console<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Text Messaging\u00a0<\/span><\/li>\n<\/ul>\n<table>\n<tbody>\n<tr>\n<td><b>Notice:<\/b><span style=\"font-weight: 400;\"> We will be updating this document with additional feature-specific impacts as we continue to investigate the root cause of this incident.<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h3><strong>Webchat<\/strong><\/h3>\n<p><b>What was the effect on Webchat?<\/b><\/p>\n<p><span style=\"font-weight: 400;\">During the impacted timeframe, users may have experienced failures when attempting to create a new chat. Existing chats may have been subject to large latencies and failures.<\/span><\/p>\n<h3><strong>Console<\/strong><\/h3>\n<p><b>What was the effect on Console?\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Customers were unable to load the Latchel console during the impacted timeframe.<\/span><\/p>\n<p><b>Were residents able to create new service requests?<\/b><\/p>\n<p><span style=\"font-weight: 400;\">No, new service request creation was down during the impacted timeframe. <span style=\"text-decoration: underline;\">Residents who experienced issues should try submitting the request again.<\/span><\/span><\/p>\n<h3>Text Messaging<\/h3>\n<p><b>What happened to inbound messages sent from end-users to Latchel during this time?<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Inbound messages were received during the majority of the impacted timeframe. We missed a total of 8 text messages which have now been recovered and responded to.\u00a0<\/span><\/p>\n<h3><strong>Need Help?<\/strong><\/h3>\n<p>If you have any questions, please do not hesitate to reach out to our Customer Success team by emailing <a href=\"mailto:success@latchel.com\">success@latchel.com<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Notice: Incident &#8211; Wednesday, March 17, 2021 On 17 March&hellip;<\/p>\n","protected":false},"author":12,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[353],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v18.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Notice: Incident - Wednesday, March 17, 2021 | Latchel<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/latchel.ticksites.com\/wp2\/notice-incident-wed-march-17-2021\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Notice: Incident - Wednesday, March 17, 2021 | Latchel\" \/>\n<meta property=\"og:description\" content=\"Notice: Incident &#8211; 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