Outage in Ecwid

Ecwid by Lightspeed Chat support is not available for some users

Resolved Major

June 20, 2023 - Started almost 3 years ago - Lasted about 3 hours
Official incident page

Incident Report

At the moment we experience issues with our support chats: some users may not be able to reach our agents. We're in contact with the Zendesk Support team (the service providing us with the Support tools). We are very sorry for this! At the moment you can send your questions to ec.support@lightspeedhq.com. All your data (products, orders, customer details, store settings, etc) is safe and intact. The storefronts and control panels are up and running. We'll post next update in 30 minutes.

Components affected

Ecwid Control Panel Ecwid Help Center

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Latest Updates ( sorted recent to last )

RESOLVED almost 3 years ago - at 06/20/2023 10:31AM

The issue with our support chats is fixed!

Now all the users can access the chats from their Ecwid by Lightspeed admins.

All your data (products, orders, customer details, store settings, etc) is safe and intact. The storefronts and control panels are up and running.

MONITORING almost 3 years ago - at 06/20/2023 08:34AM

The situation with chat availability stabilized.

The chat option should be available for all users now. Zendesk Support team (the service providing us with the Support tools) continues to monitor the issue until it fully resolved.

INVESTIGATING almost 3 years ago - at 06/20/2023 07:17AM

At the moment we experience issues with our support chats: some users may not be able to reach our agents.

We're in contact with the Zendesk Support team (the service providing us with the Support tools).

We are very sorry for this! At the moment you can send your questions to ec.support@lightspeedhq.com.

All your data (products, orders, customer details, store settings, etc) is safe and intact. The storefronts and control panels are up and running.

We'll post next update in 30 minutes.

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