Medallia Mindful Callback will be performing routine maintenance on our US East, US West, Sao Paolo environments, including Management Portal and APIs, for 3h 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. 

Medallia Mindful Callback will be performing maintenance on our Commercial environment for 3h  during the timeframe listed above. During this maintenance window, Scheduler Widget and API requests as well as access to Mindful’s Management Portal will be disrupted. Voice calls will continue to work. 

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. 

Our 3rd party cloud provider is experiencing service degradation which is causing Mindful's historical reporting and API services to be impacted. There is no data loss at this time, however, the processing of the data has been delayed. We will continue to monitor the situation and provide updates as necessary.

We have noticed an expanded outage that encompasses our API service which is impacting additional API endpoints. This has resulted in degradation to both Mindful Insights and Mindful API services. We will continue to monitor the situation and provide updates as necessary.

Due to ongoing platform provider issues, multiple Mindful services are experiencing degradation. This includes impacts now to Scheduler Widgets, which could impact the registration of calls within those channels. Users may continue to encounters service interruption to API endpoints and historical reporting within Insights. We will continue to monitor the situation and provide updates as necessary.

Our 3rd party cloud provider has observed signs of their services returning to a healthy state following latest mitigation actions. Mindful components such as APIs, Scheduler Widgets and Insights continue to experience service degradation as recovery steps take place. We will continue to monitor the situation and provide updates as necessary.

Our 3rd party cloud provider has taken action to mitigate identified issues. While they continue to monitor services, our health metrics indicate that Scheduler Widgets and most of our API endpoints are now fully recovered and operational. Mindful Insights and historical data retrieval via APIs continue to experience service degradation as processing of data has been delayed. We will continue to monitor and provide updates as necessary to ensure to recovery of all Mindful services.

Our 3rd party cloud provider has confirmed that services are back to a healthy state. Our health metrics now indicate that all API endpoints are fully recovered and operational including the retrieval of historical data. Insights continues to experience service degradation as processing of data has been delayed. We will continue to monitor and provide updates as necessary.

Our health metrics indicate that all Mindful services are resolved and in a healthy state. If you should experience any issues or have additional questions, please reach out and submit a case via the support channel.

We will be performing maintenance on Mindful Callback during this time for US and LATAM regions. Some interruption to service is expected during this maintenance window.

Maintenance will begin as scheduled in 60 minutes.

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

The scheduled maintenance has been completed.

Our engineering team is currently investigating an intermittent issue with the Mindful UI. You may receive an error message "we could not start the application" or "failed to load data". Further updates to follow

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

This incident has been resolved.

We are currently investigating an issue causing some users to experience "Failed to Load Data" messages in the UI. Please try refreshing or resending the requests, as this may reload the page and load data.

This incident has been resolved. A restart of services cleared the API errors being seen in logging. There was no loss of data as this was only UI affecting. Further RCA will be available at a later time.

An upstream cloud provider is experiencing service degradation which is causing Mindful's historical reporting to be inaccurate. There is no data loss at this time, however, the processing of the data has been delayed. Historical reports in Mindful Insights, as well as the historical reporting available via Mindful API could be affected. We will continue to monitor the situation and provide updates as necessary.

We continue to monitor the situation. The Mindful team has tested the environment health, reporting no functionality issues and only report a potential issue with accuracy of the historical reporting data. We will continue to update until resolved

The upstream cloud provider has resolved the issue. The Mindful team is coordinating steps to re-process potential missing historical data today.

The Mindful team has begun re-processing the historical data to recover any missed during the service degradation. This is expected to continue throughout the remainder of today and this evening. Further updates will be posted when process is complete.

At this time, some of the historical data processing has completed. A small number of clients data, those clients that are on callback.mindful.cx, has yet to be reprocessed for the affected time period. In order to reprocess the remaining data successfully, we need to apply a small change to ensure that data is accurately reprocessed for this environment. We will provide another update again tomorrow (8/1/24) with the status of that change and of the data reprocessing for those clients.

All processes to retrieve any missed historical data has completed. This issue is considered resolved

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 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.