Medallia Mindful Callback will be performing routine maintenance on our environments for 4h  during the timeframe listed above. Please expect service disruptions during this time.

The scheduled maintenance window has now concluded. If you experience any unexpected downtime, please raise a ticket at https://help.medallia.com/s/create-case-mindful. 

Due to an issue with a third-party vendor, the Mindful UI is experiencing degradation and possible inability to log into the platform. Call processing and system performance is processing as usual. Once the issue with the vendor is resolved our environment will be restored.

We have received confirmation that this issue has been resolved. We have also verified that the UI is now functioning as expected.

We have identified a specific issue where Out Of Office responses from email services will create a block of future email alerts from Mindful to that specific email address. The issue has been identified and the development team is working on a fix.

We have identified the issue and will implement a fix in next month's release. If you have any issues receiving emails until then please reach out to our support team.

We will be performing scheduled maintenance at this time. A brief disruption for the Handoff (messaging) block list is expected during this maintenance window. Notes about this release can be found here. NOTE: This maintenance only impacts clients that have migrated to our Spring '23 Release.

Maintenance will begin as scheduled in 60 minutes.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

Verification is currently underway for the maintenance items.

The scheduled maintenance has been completed.

We are investigating an issue accessing Call Target configuration pages in Mindful Callback. The issue is impacting clients on app.getmindful.com. Clients on callback.mindful.cx are unaffected.

Mindful Scheduler widgets are currently not loading for clients on app.getmindful.com. We are investigating this as well as the impact on Call Target configuration pages.

The issue impacting Mindful Scheduler widgets has been identified and we are working on a fix.

The issue impacting Mindful Scheduler widgets and the Call Targets configuration page for clients on app.getmindful.com has been resolved. We will continue to monitor.

The issue impacting Mindful Scheduler widgets and the Call Targets configuration page for clients on app.getmindful.com has been resolved.

Some users are experiencing issues viewing real time reporting data on the Callback Status page. We are investigating.

The cause of this reporting performance degradation have been identified and a resolution is being worked on.

We continue to make progress towards performance improvements for the small number of users impacted by this issue.

We are currently validating a performance improvement designed to resolve the issue for a small number of clients impacted by this reporting issue. Further updates will be shared as validation progresses.

A fix has been implemented and we are monitoring the results.

A fix for the Callback Status page has been implemented and we are monitoring the results.

The performance issue with our real time reporting pages, experience by a small subset of users, has been resolved.

We have identified a degradation in the performance of the Mindful Callback Management Platform. A fix for this issue has been identified and is being worked on actively.

We are continuing to work on a fix for this issue.

A fix has been implemented and we are monitoring the results.

We are continuing to monitor for any further issues.

This incident has been resolved.

We are seeing users not able to load the Executive Summary report. We believe this to be related to a larger outage by our service provider; we are currently investigating the issue.

Mindful API, used for retrieving realtime statistics for Call Targets, is returning an Internal Server Error mesage. This and the previously identified issue with loading the Executive Summary are related to the larger outage by our service provider. We will continue to update when we have additional information.

We have not seen any issues registering or processing calls; however, we are seeing issues logging into our SSO enabled instance, sending notifications, and retrieving data from our Datastore. We will continue to update as we have more information.

We are starting to see improvements, we will continue to monitor.

We've confirmed restored functionality. Over the next few days, we will continue to ensure the integrity of the historical records during this window, but we are considering this incident resolved.

Some users are reporting that the UI is unresponsive. We are currently investigating this issue.

The issue has been identified and a fix is being implemented. We expect this to improve over the next 15 minutes.

We are seeing improvements with users being able to access the UI now; we will continue to monitor the results.

All degraded services have been restored - this incident has been resolved. If you continue to experience issues, please reach out to us at getmindful.com/support.

Our third-party email provider is experiencing issues with email delivery. Emails are either delayed or unable to be sent at this time. This affects new user sign-ups, system alerts, and daily report delivery. We will continue to monitor for improvements to the service and update here again when we see that the service has been restored.

We have seen improvements and believe the issue with the third party to be resolved. Emails that were attempted to send during this incident may not be recoverable. For system alert emails, the alerts can be reviewed in the dashboard; for daily report emails, a manual export of call details can be done through the dashboard; for new user sign-ups, the user can be removed and re-added. At this time, emails are once again being sent and we have confirmed delivery. This incident is resolved but if you encounter any further issues, don't hesitate to get in touch with support at getmindful.com/support.