Heap Outage History

Heap experienced a connectivity issue that caused query failures for some customers in the EU region, affecting the main app functionality. The incident lasted 2.3 hours before a fix was applied and the service was restored. The issue was resolved after monitoring confirmed the fix was successful.

Heap experienced delays in Shopify data availability for customers using the Heap/Shopify integration, affecting the Integrations - Sources component. A fix was implemented and the incident was resolved after 6.9 hours of monitoring.

Heap experienced data latency issues affecting a subset of customers for 2.1 hours, causing delays in data appearing in the app and missing data in reports. Data collection continued normally and no data was lost during the incident. The issue was resolved after engineers implemented a fix and monitored the recovery.

Heap experienced latency issues with their upstream data source that caused EU-region Heap Connect syncs to potentially contain stale data for 3.6 hours. The incident affected the Heap Connect component specifically for European users. The issue was resolved after a fix was applied and latency recovered to normal levels.

Heap customers experienced authentication issues requiring them to repeatedly log back into the application. The incident affected the main Heap app for approximately 96 hours. The issue was identified, a fix was implemented, and the incident was resolved after a monitoring period.

Heap experienced delays in 3rd party integration events appearing in the application, affecting the Integrations - Destinations component for 2.9 hours. Data collection continued to function normally during the incident. The issue was resolved after engineering investigation.

Some Heap customers experienced errors when running queries, affecting the App component for 1.4 hours. The issue was identified and a fix was implemented, with monitoring confirming the resolution.

Heap experienced a partial service disruption lasting 11.3 hours where some customers encountered stale data in the app and experienced query timeouts or failures. The issue was identified and resolved with a fix that restored normal latency, while data collection continued throughout the incident with no data loss.

Heap customers using Session Replay experienced reduced data retention affecting their ability to access historical session data. The issue impacted Heap's Data Collection and App components for approximately 7.4 days. The problem was identified, a fix was implemented with data backfilling, and the incident was resolved after monitoring confirmed the solution was working properly.