UK2 degraded performance

We are pleased to inform you that our hosting provider, Microsoft Azure, has successfully resolved the intermittent access issues with NetApp Files in the UK South region. Their latest status update confirms that the underlying backend networking issue has been fully addressed.

Our monitoring also indicates that the issue with longer loading times has been resolved, and the system has shown consistent stability for the past hour.

We apologize for any inconvenience this may have caused and appreciate your patience and understanding.

The major incident will now be closed, and we will conduct an internal evaluation. Once this evaluation is complete, a detailed root cause analysis will be published.

Our hosting provider Microsoft Azure is experiencing intermittent access issues with NetApp Files in the UK South region. They have identified a backend networking issue as the cause and are actively working on a solution. 

We will provide updates as we receive more information. 

Thank you for your patience and understanding.

Since this morning, an increasing number of customers hosted at our UK2 location have reported performance and availability issues. Our investigative team, which includes members from Development, SaaS Support, Technical Support, and SaaS Ops, is treating this as a high-priority issue and is actively working on identifying the root cause.

We have ruled out several potential causes and have determined that this is likely a networking issue, possibly originating from outside the TOPdesk network.

In addition, some customers are experiencing difficulties uploading files in their TOPdesk environments. Our team is aware of this and is in contact with Microsoft Azure to resolve the issue.

At this time, we are unable to provide an estimated timeline for resolution. However, we are committed to keeping you informed and will provide updates as soon as we have new information.

We sincerely apologize for the inconvenience and appreciate your patience.

We are currently experiencing issues at the UK2 hosting location. As a result, you may experience longer loading times in your TOPdesk SaaS environment.

We are aware of the problem and are working on a solution.

Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be available. We aim to update this status page every 30 minutes until the issue has been resolved.

E-mail updates will be sent when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates.

To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR24 10 1813.