[AutoElevate] Offline Agents

This incident is now resolved — all agents have reconnected and are reporting normally.

We've removed the temporary throttle on agent settings requests, and the service is back to full capacity. If any agent still shows offline, please open a support ticket so we can look into it.

Thanks for your patience while we worked through this.

The performance issue affecting agent check-ins was caused by a larger-than-expected load that has reduced. We are gradually easing the temporary throttle on agent settings requests.

Agents are reconnecting and returning to normal status. A small number may continue to show as offline for a short time while they check in — no action is required on your part.

We are continuing to monitor and will post a final update once all agents have recovered.

We are investigating an issue causing some AutoElevate agents to appear offline or delay their check-in to our servers.
As a precaution, we have applied a temporary throttle on agent settings requests to keep the service stable while we identify the cause. Endpoints remain protected — existing rules and elevation policies continue to enforce locally. You may see agents listed as offline in the Admin Portal, and new setting changes or approvals may be delayed in reaching those endpoints.

Our engineering team is actively investigating. We will post an update as soon as we have more information.