Outage in Intercom EU

Increased error rate for Copilot and Custom Answers

Resolved Minor
December 12, 2024 - Started about 5 hours ago - Lasted about 2 hours

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Outage Details

We have been experiencing increased error rates for Fin Copilot and Customer Answers since 23:20UTC, due to an outage with our third party LLM provider OpenAI. We are working with them on remediation and will keep you updated on the status of the issue.
Latest Updates ( sorted recent to last )
MONITORING about 4 hours ago - at 12/12/2024 01:53AM

Copilot and Custom Answers are still experiencing elevated error rates, despite partial recovery. We will continue monitor the effectiveness of OpenAI’s fixes.

MONITORING about 4 hours ago - at 12/12/2024 01:08AM

OpenAI have implemented a fix and we are beginning to see recovery for Copliot and Custom Answers 🔎. We will continue to monitor for full recovery.

IDENTIFIED about 4 hours ago - at 12/12/2024 01:02AM

We are still seeing elevated error rates for Copilot and Custom Answers. OpenAI are continuing to work on a fix for the issue.

IDENTIFIED about 6 hours ago - at 12/11/2024 11:20PM

We have been experiencing increased error rates for Fin Copilot and Customer Answers since 23:20UTC, due to an outage with our third party LLM provider OpenAI. We are working with them on remediation and will keep you updated on the status of the issue.

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