All phone and support centre services have officially been marked as resolved by Zendesk. We're also happy there are no further issues and we are receiving and making phone calls as normal. We'll mark this as resolved on our side as well, and if any further issues recur we will post an update here.
Posted Jul 23, 2024 - 17:20 BST
Monitoring
We've been able to successfully test outbound calls, so we believe our phone lines are returning to normal functionality. We haven't received confirmation from Zendesk that everything is resolved yet, so we will continue to test and monitor for now. We're still seeing intermittent slowness with support centre guides.
Posted Jul 23, 2024 - 15:03 BST
Update
We are still in conversation with Zendesk, who are working on resolving the problems with phone services and other slowness. We don't have an ETA from them yet but as soon as we have clearer timelines we will let you know here. For now, please continue to get in touch with us via email or voicemail, and we will get back to you via email where appropriate.
Posted Jul 23, 2024 - 14:18 BST
Update
We're still experiencing the same issues with our phone lines. We're continuing to work with Zendesk to understand their timelines on resolving this and will report back as soon as we have more information.
Posted Jul 23, 2024 - 13:28 BST
Identified
Our support centre providers, Zendesk, are experiencing some system issues. This means that we are currently unable to receive calls or make outbound calls via our support lines. It is possible to leave a voicemail, and email services are currently unaffected, so we will reply via email until phones are back up and running.
The issue also means that there may also be slowness loading Support Centre help guides.
We've made contact with Zendesk who will put up their own notifications at status.zendesk.com, and we will continue to update here as we hear more from them.
Posted Jul 23, 2024 - 13:05 BST
This incident affected: Support Services (Support Centre and support@spektrix.com, Phone Service - UK/Ireland, Phone Service - North America).