Duration: 6 hours and 32 minutes

Affected Components: Kustomer, Freshdesk , Wix Answers, Ticket API, Kustomer, Zendesk Chat, Salesforce Messaging, Helpshift Emails, Helpshift Chat, Unbabel Interface Tickets, Salesforce Service Cloud, Zendesk Support/Agent Workspace, Salesforce KB, Projects, Zendesk Guide, Client Review, Intercom, Chat API, Unbabel Interface Chat

Jul 31, 13:46:20 GMT+0
Resolved - This incident has been resolved. Translation recovery is still underway, but taking place without incidents. If you find any translations still missing in the next few hours, please reach out to us..

Jul 31, 09:44:56 GMT+0
Monitoring - The team was able to stabilize the different systems and new translation requests should complete normally. Unbabel will proceed to recover stuck translations. These are requests performed since circa 1.30 am UTC time. Note: chat translations will not be recovered and should be requested again where neccessary..

Jul 31, 08:01:39 GMT+0
Investigating - We continue to observe degraded translation processing, but rest assured this investigation is being prioritised by our teams. We apologise for the inconvenience. .

Jul 31, 07:14:00 GMT+0
Investigating - We're experiencing translation processing failures intermittently, we have our teams actively investigating and will report back asap. Thank you for understanding..

Duration: 10 hours and 34 minutes

Affected Components: Projects

Jun 26, 15:03:33 GMT+0
Resolved - Costs on the breakdown are now also displaying correctly, everything is now working as expected. We apologise for the inconvenience caused. .

Jun 26, 11:41:42 GMT+0
Monitoring - We implemented a fix for total estimated prices. You may need to re-estimate your project to see the correct value appear. Costs on the breakdown are still displaying incorrectly, as this will be fixed shortly. .

Jun 26, 11:06:13 GMT+0
Identified - We identified the issue and are working on a fix for this incident..

Jun 26, 04:30:00 GMT+0
Investigating - All estimated projects are returning incorrect, grossly exaggerated values. We are currently investigating this incident..

Duration: 33 minutes

Affected Components: Kustomer, Zendesk Support/Agent Workspace, Zendesk Chat, Freshdesk , Salesforce Messaging, Kustomer, Intercom, Salesforce Service Cloud

May 6, 10:21:18 GMT+0
Resolved - This incident has been resolved..

May 6, 10:09:09 GMT+0
Identified - We are continuing to work on a fix for this incident..

May 6, 09:48:00 GMT+0
Investigating - For integrations relying on language detection, new conversations and tickets are failing to translate. Translations work for tickets or conversations that have at least one successful translation, or where the language is set manually. We are currently investigating this incident..

Duration: 2 hours and 27 minutes

Affected Components: Projects

Apr 28, 14:27:07 GMT+0
Resolved - This incident has been resolved..

Apr 28, 13:38:10 GMT+0
Identified - The root cause for the incident is identified and the team is working on a fix..

Apr 28, 12:00:00 GMT+0
Investigating - A problem was identified that prevents the correct creation and management of projects in the Unbabel Portal. In the typical scenario, the list of pipeline groups doesn't load; for completed projects, it's not possible to see the list of existing files. We are currently investigating this incident..

Duration: 15 hours and 4 minutes

Affected Components: Unbabel Portal

Nov 25, 10:24:00 GMT+0
Resolved - This incident has been resolved..

Nov 24, 19:20:00 GMT+0
Investigating - Some users are describing problems logging into the Portal, with an error message reading "Failed to retrieve your Portal". We are currently investigating this incident..

Duration: 55 minutes

Affected Components: Unbabel Portal

Nov 19, 15:55:01 GMT+0
Resolved - This incident has been resolved..

Nov 19, 15:55:00 GMT+0
Identified - The cause is identified and we are working on a fix for this incident..

Nov 19, 15:00:00 GMT+0
Investigating - Access to the Portal is currently not possible for logged out users. We are currently investigating this incident..

Duration: 5 hours and 57 minutes

Affected Components: Unbabel Portal, Unbabel Interface Chat, Zendesk Support/Agent Workspace, Projects, Client Review, Salesforce KB, Wix Answers, Ticket API, Kustomer, Freshdesk , Kustomer, Zendesk Chat, Salesforce Messaging, Intercom, Zendesk Guide, Polyglot, Editor Dashboard, Unbabel Interface Tickets, Salesforce Service Cloud, Chat API, Unbabel Site

Nov 18, 18:10:39 GMT+0
Resolved - This incident has been resolved. We will wait for the post-mortem from Cloudflare to take further action..

Nov 18, 14:55:04 GMT+0
Monitoring - Cloudflare has implemented a fix. We continue to monitor for errors to ensure all services are back to normal..

Nov 18, 12:14:02 GMT+0
Identified - We are continuing to work on a fix for this incident..

Duration: 6 hours and 52 minutes

Affected Components: Zendesk Support/Agent Workspace, Freshdesk , Intercom, Polyglot

Nov 17, 23:24:19 GMT+0
Resolved - This incident has been resolved. Please not that some translations may still see delays, as translators didn't have access to the platform to work on them. If you find any translations that don't complete over the course of the next hours, please reach out to us..

Nov 17, 23:07:57 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Nov 17, 21:39:21 GMT+0
Identified - The team has been working on the incident non-stop, however its complexity has not allowed us to recover yet. The matter remains a top priority for which Unbabel is allocating full attention..

Nov 17, 19:09:28 GMT+0
Identified - It seems the issue also affects Unbabel for Intercom. We are continuing to work on a fix for this incident..

Nov 17, 17:16:06 GMT+0
Monitoring - This issue is also affecting the Translator CAT tool Polyglot..

Nov 17, 16:35:00 GMT+0
Identified - The issue was tracked to a problem with one database responsible for the integrations. We are continuing to work on a fix for this incident..

Nov 17, 16:32:00 GMT+0
Investigating - Unbabel for Zendesk and Freshdesk integrations are currently seeing issues. The message points to lack of agent authorization. We are currently investigating this incident..

Duration: 2 days, 9 hours and 48 minutes

Affected Components: Unbabel Portal, Unbabel Interface Chat, Zendesk Support/Agent Workspace, Projects, Client Review, Salesforce KB, Wix Answers, Ticket API, Kustomer, Freshdesk , Kustomer, Zendesk Chat, Salesforce Messaging, Intercom, Zendesk Guide, Unbabel Interface Tickets, Salesforce Service Cloud, Chat API, Unbabel Site

Nov 3, 11:04:44 GMT+0
Resolved - We're operating as usual and you can now resume using the [customer.happiness@unbabel.com](mailto:customer.happiness@unbabel.com) email address to reach out to us. Thank you for bearing with us.

Nov 1, 01:16:16 GMT+0
Identified - We are currently experiencing issues with [customer.happiness@unbabel.com](mailto:customer.happiness@unbabel.com) email, please reach out to us via [support@cxunbabel.zendesk.com](mailto:support@cxunbabel.zendesk.com) or submit a ticket here: <https://customer-happiness.unbabel.com/hc/en-us/requests/new>.

Duration: 4 hours and 36 minutes

Affected Components: Unbabel Portal, Unbabel Interface Chat, Zendesk Support/Agent Workspace, Projects, Client Review, Salesforce KB, Wix Answers, Ticket API, Kustomer, Freshdesk , Kustomer, Zendesk Chat, Salesforce Messaging, Intercom, Zendesk Guide, Polyglot, Editor Dashboard, Unbabel Interface Tickets, Salesforce Service Cloud, Chat API, Unbabel Site

Oct 20, 20:21:07 GMT+0
Resolved - This incident has been resolved..

Oct 20, 18:13:00 GMT+0
Monitoring - With the recovery of AWS systems, Unbabel is restoring its capacity. Currently most systems are operational, with some delays still taking place for messages lost in the process and that may need recovering. AWS Update: **Oct 20 12:15 PM PDT** We continue to observe recovery across all AWS services, and instance launches are succeeding across multiple Availability Zones in the US-EAST-1 Regions. For Lambda, customers may face intermittent function errors for functions making network requests to other services or systems as we work to address residual network connectivity issues. To recover Lambda’s invocation errors, we slowed down the rate of SQS polling via Lambda Event Source Mappings. We are now increasing the rate of SQS polling as we experience more successful invocations and reduced function errors. We will provide another update by 1:00 PM PDT. <https://health.aws.amazon.com/health/status>.

Oct 20, 17:13:26 GMT+0
Identified - AWS update - "We continue to apply mitigation steps for network load balancer health and recovering connectivity for most AWS services. Lambda is experiencing function invocation errors because an internal subsystem was impacted by the network load balancer health checks. We are taking steps to recover this internal Lambda system. For EC2 launch instance failures, we are in the process of validating a fix and will deploy to the first AZ as soon as we have confidence we can do so safely." - <https://health.aws.amazon.com/health/status>.

Oct 20, 15:45:23 GMT+0
Identified - We are currently working to restore the service..

Duration: 3 hours and 39 minutes

Affected Components: Unbabel Portal, Unbabel Interface Chat, Zendesk Support/Agent Workspace, Projects, Client Review, Salesforce KB, Wix Answers, Ticket API, Kustomer, Freshdesk , Kustomer, Zendesk Chat, Salesforce Messaging, Intercom, Zendesk Guide, Polyglot, Editor Dashboard, Unbabel Interface Tickets, Salesforce Service Cloud, Chat API, Unbabel Site

Oct 20, 11:04:53 GMT+0
Resolved - Our services are fully recovered. We will keep monitoring for the next few hours..

Oct 20, 10:01:14 GMT+0
Monitoring - AWS is recovering and we are seeing significant signs of improvement. .

Oct 20, 08:48:55 GMT+0
Identified - We are being impacted by this AWS incident - <https://health.aws.amazon.com/health/status> The team is trying to recover the services as soon as possible..

Oct 20, 07:26:00 GMT+0
Investigating - We are currently investigating this incident..

Duration: 49 minutes

Affected Components: , Zendesk Support/Agent Workspace, Intercom, , Unbabel Interface Chat, Unbabel Interface Tickets, Wix Answers, Kustomer, Ticket API, Zendesk Chat, Freshdesk , Salesforce Service Cloud, Kustomer, Salesforce Messaging, Chat API, Unbabel E-mail → Unbabel Chat →

Oct 15, 10:31:04 GMT+0
Resolved - This incident has been resolved..

Oct 15, 10:13:47 GMT+0
Identified - The issue is identified. We are rolling back the causing change..

Oct 15, 10:13:47 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Oct 15, 09:42:00 GMT+0
Investigating - Customers are currently seeing issues requesting translations for customer support content. The message "invalid payload" may appear in Zendesk. We are currently investigating this incident..

Duration: 19 minutes

Affected Components: Freshdesk , Zendesk Support/Agent Workspace

Sep 23, 15:54:14 GMT+0
Resolved - This incident has been resolved..

Sep 23, 15:43:23 GMT+0
Identified - The issue was identified. We are continuing to work on a fix for this incident..

Sep 23, 15:35:00 GMT+0
Investigating - Some email translations are seeing issues. Additionally, some agents are seeing an error in the Unbabel app in Zendesk and Freshdesk. We are currently investigating this incident..

Duration: 1 hour

Affected Components: Freshdesk , Zendesk Support/Agent Workspace

Sep 15, 00:27:00 GMT+0
Resolved - This incident has been resolved..

Sep 14, 23:27:00 GMT+0
Investigating - An ongoing issue is causing downtime for the Unbabel integration with Zendesk and Freshdesk. You will notice that translations are not working and the widget is unresponsive. We are currently investigating this incident..

Duration: 2 hours and 36 minutes

Affected Components: Unbabel Interface Chat, Unbabel Interface Tickets

Jun 25, 16:31:46 GMT+0
Resolved - This incident has been resolved..

Jun 25, 15:36:00 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Jun 25, 13:56:00 GMT+0
Investigating - Unbabel Interface for chat and tickets is currently experiencing performance issues. The behaviour of the interface may be erratic. Long loading times are being observed. It is still possible to request translations. We are currently investigating this incident..

Duration: 1 hour

Affected Components: , Zendesk Chat, Intercom, Chat API, Unbabel Interface Chat, Salesforce Messaging, Unbabel Chat →

Jun 17, 10:55:15 GMT+0
Resolved - This incident has been resolved. If you have any past translations that were not delivered, please attempt to send them again..

Jun 17, 10:49:48 GMT+0
Identified - We are continuing to work on a fix for this incident. For now, we mitigated the issue and would expect that new translations are not affected. You may still experience delays with translations..

Jun 17, 09:55:00 GMT+0
Investigating - We have detected an incident with the translation of chat messages across all Unbabel products. Chat translations are failing or severely delayed. We are currently investigating this incident..

Duration: 19 hours and 42 minutes

Affected Components: Unbabel Site

Apr 29, 08:25:31 GMT+0
Resolved - Communications are back to normal..

Apr 28, 20:29:31 GMT+0
Monitoring - We're back online as the power is progressively back across the affected countries and the CH team will get back to every query as soon as possible. Thank you for bearing with us..

Apr 28, 12:43:44 GMT+0
Identified - Our Customer Happiness Team might be delayed responding to your queries due to the power outage affecting some European countries. .

Affected Components: Unbabel Portal

Mar 31, 10:25:17 GMT+0
Resolved - Access to the Unbabel portal is stable. The observed issues were attributed to a dependency on an external library, [unpkg.com](http://unpkg.com), which experienced an outage. This dependency has been removed to prevent recurrence are we are actively monitoring the system to ensure continued stability and performance..

Duration: 1 hour and 53 minutes

Affected Components: Unbabel Portal

Mar 19, 13:05:00 GMT+0
Resolved - This incident has been resolved. This was caused by a change by a third-party provider which was rolled back in the meantime..

Mar 19, 11:12:00 GMT+0
Investigating - Reports for Usage, Cost and Agents in the Customer Portal are currently offline. A message reading that "No data to display" will appear. We are currently investigating this incident..

Duration: 48 minutes

Affected Components: Unbabel Portal, Unbabel Interface Chat, Unbabel Interface Tickets

Mar 11, 15:13:51 GMT+0
Resolved - This incident has been resolved..

Mar 11, 15:13:51 GMT+0
Resolved - This incident has been resolved..

Mar 11, 14:57:42 GMT+0
Monitoring - The team implemented a fix and is currently monitoring it..

Mar 11, 14:54:07 GMT+0
Identified - The issue seems to be related to an upgrade of one of our clusters. The team is working on a full recovery..

Mar 11, 14:26:12 GMT+0
Investigating - We are currently investigating this incident..

Duration: 4 hours and 14 minutes

Affected Components: Chat API, Ticket API, Salesforce Service Cloud, Unbabel Interface Chat, Salesforce Messaging, Zendesk Chat, Unbabel Interface Tickets, Zendesk Support/Agent Workspace, Freshdesk , Kustomer, Wix Answers, Intercom

Mar 7, 20:54:00 GMT+0
Resolved - This incident has been resolved..

Mar 7, 18:54:00 GMT+0
Identified - The root cause for the issue is identified and mitigating measures are being taken. We see some reduction on translation time..

Mar 7, 16:40:00 GMT+0
Investigating - Due to an overload of some systems, translation requests are suffering delays..

Duration: 4 hours and 24 minutes

Affected Components: Projects

Feb 10, 22:20:00 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result. Most features should be back to normal. Some project estimations might not yet be available. If necessary, re-edit you project and request a new estimation..

Feb 10, 22:20:00 GMT+0
Resolved - Service is resumed. Some project estimations might not yet be available. If necessary, re-edit you project and request a new estimation..

Feb 10, 17:59:00 GMT+0
Identified - We identified the cause of the issue and are taking mitigating measures. Some volume has accumulated which we are trying to process..

Feb 10, 17:56:00 GMT+0
Investigating - The projects app is occasionally failing to load properly. All estimations and processing of translations are delayed. We are currently investigating this incident..

Duration: 1 hour and 56 minutes

Affected Components: Chat API, Unbabel Interface Chat, Salesforce Messaging, Zendesk Chat, Intercom

Nov 7, 19:06:46 GMT+0
Resolved - This incident has been resolved..

Nov 7, 18:36:35 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Nov 7, 17:11:00 GMT+0
Investigating - Chat translations, despite completing, are seeing considerable delays. We are currently investigating this incident..

Duration: 1 hour and 56 minutes

Affected Components: Chat API, Ticket API, Salesforce Service Cloud, Unbabel Interface Chat, Salesforce Messaging, Zendesk Chat, Unbabel Interface Tickets, Zendesk Support/Agent Workspace, Freshdesk , Kustomer, Wix Answers, Intercom

Nov 6, 17:31:48 GMT+0
Resolved - The issue has been resolved. Translations are flowing normally..

Nov 6, 17:12:28 GMT+0
Monitoring - Issue was resolved and are currently monitoring the result..

Nov 6, 15:36:00 GMT+0
Investigating - We are currently investigating this incident..

Duration: 20 minutes

Affected Components: Chat API, Ticket API, Salesforce Service Cloud, Unbabel Interface Chat, Salesforce Messaging, Zendesk Chat, Unbabel Interface Tickets, Zendesk Support/Agent Workspace, Freshdesk , Kustomer, Wix Answers, Intercom

Nov 4, 10:31:43 GMT+0
Resolved - This incident has been resolved. The team will look for a root cause for the incident..

Nov 4, 10:19:57 GMT+0
Monitoring - Translation request are coming back to normal. We're monitoring service performance..

Nov 4, 10:11:23 GMT+0
Investigating - We are currently investigating this incident..

Duration: 30 minutes

Affected Components: Projects, Unbabel Site, Zendesk Guide, Salesforce Messaging, Zendesk Chat, Unbabel Interface Tickets, Unbabel Portal, Salesforce KB, Zendesk Support/Agent Workspace, Freshdesk , Kustomer, Unbabel Interface Chat, Salesforce Service Cloud, Wix Answers, Intercom

Sep 13, 21:30:00 GMT+0
Completed - Maintenance has completed successfully.

Sep 13, 21:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 13, 21:00:00 GMT+0
Identified - The Unbabel platform will undergo some necessary updates scheduled for **September 13th (Tuesday) between 10:00 pm and 10:30 pm UTC+1**. In order to meet the highest reliability and scalability standards, our team will be upgrading our databases. During the timeframes mentioned above, **you will not be able to access the Unbabel services: Unbabel Interface, Unbabel Portal, and all Unbabel integrations**. These changes will improve the overall performance of our service by making it more stable and reliable..

Duration: 5 minutes

Affected Components: Unbabel Site, Projects, Wix Answers, Intercom, Zendesk Guide, Salesforce Service Cloud, Salesforce Messaging, Zendesk Chat, Unbabel Interface Tickets, Unbabel Portal, Salesforce KB, Zendesk Support/Agent Workspace, Freshdesk , Kustomer, Unbabel Interface Chat

Sep 6, 21:05:00 GMT+0
Completed - Maintenance has completed successfully.

Sep 6, 21:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 6, 21:00:00 GMT+0
Identified - The Unbabel platform will undergo some necessary updates scheduled for September 13th (Tuesday) between 10:00 pm and 10:30 pm UTC+1. In preparation for this maintenance, we will reboot our databases on September 6th (Tuesday) between 10:00 pm and 10:05 pm UTC+1..

Duration: 30 minutes

Affected Components: Unbabel Interface Tickets, Unbabel Interface Chat

Jul 7, 20:30:00 GMT+0
Completed - Maintenance has completed successfully.

Jul 7, 20:30:00 GMT+0
Completed - Maintenance has completed successfully.

Jul 7, 20:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 7, 20:00:00 GMT+0
Identified - In order to improve the overall performance of our service, our team will be upgrading the access management services so you will not be able to access our **Unbabel Interface** product between **8:00 pm and 8:30 pm UTC.**.

Duration: 1 hour

Affected Components: Zendesk Chat, Intercom

Jun 8, 21:00:00 GMT+0
Completed - Maintenance has completed successfully.

Jun 8, 21:00:00 GMT+0
Completed - Maintenance has completed successfully.

Jun 8, 21:00:00 GMT+0
Completed - Maintenance has completed successfully.

Jun 8, 20:00:01 GMT+0
Identified - Maintenance is now in progress.

Jun 8, 20:00:00 GMT+0
Identified - In order to meet the highest reliability and scalability standards, our team will be upgrading the access management services so you will not be able to access our Zendesk Chat and Intercom integrations between 9:00 pm and 10:00 pm UTC+1..

Duration: 2 days, 4 hours and 40 minutes

Affected Components: Unbabel Interface Chat, Unbabel Interface Tickets, Unbabel Portal

Mar 22, 21:52:39 GMT+0
Completed - Maintenance has been completed successfully..

Mar 22, 21:08:48 GMT+0
Identified - Maintenance is now in progress..

Mar 22, 21:00:00 GMT+0
Identified - In order to meet the highest reliability and scalability standards, our team will be upgrading the access management services so you will not be able to access the Unbabel Interface product between 9:00 pm and 9:40 pm UTC. The Customer Happiness Team will remain available to help with any questions and concerns you might have..