tag:status.customergauge.com,2005:/historyCustomerGauge Status - Incident History2024-03-28T02:49:31ZCustomerGaugetag:status.customergauge.com,2005:Incident/200808282024-02-27T11:35:16Z2024-02-27T11:35:16ZEmail Template not loading in Campaign Suite Email Campaigns<p><small>Feb <var data-var='date'>27</var>, <var data-var='time'>11:35</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved. The functionality is working as intended. Users are now able to Create, Edit and Manage their existing templates in the new Campaign Suite.</p><p><small>Feb <var data-var='date'>27</var>, <var data-var='time'>11:34</var> UTC</small><br><strong>Monitoring</strong> - The issue has been addressed and the functionality is working as intended. Users are now able to Create, Edit and Manage their existing templates in the new Campaign Suite.</p><p><small>Feb <var data-var='date'>27</var>, <var data-var='time'>09:21</var> UTC</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Feb <var data-var='date'>26</var>, <var data-var='time'>17:55</var> UTC</small><br><strong>Investigating</strong> - We are currently investigating a reported issue in Campaign Suite Campaigns - Email Template Editor. <br /><br />Users are currently not able to view or edit created email templates for campaigns in the Campaign Suite. This is only an issue in the management of Email Campaigns, and does not impact sending of previously created campaigns.<br /><br />The Delivery Manager Template Editor functions as intended.</p>tag:status.customergauge.com,2005:Incident/196801602024-01-12T09:01:29Z2024-01-12T09:01:29ZWe are currently experiencing an issue with 'Personal Link' Surveys created prior to 05 December 2023<p><small>Jan <var data-var='date'>12</var>, <var data-var='time'>09:01</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jan <var data-var='date'>12</var>, <var data-var='time'>09:01</var> UTC</small><br><strong>Update</strong> - We are continuing to monitor for any further issues.</p><p><small>Jan <var data-var='date'>12</var>, <var data-var='time'>09:00</var> UTC</small><br><strong>Monitoring</strong> - A fix has been implemented and the issue has been resolved. <br /><br />All 'Personal Link' Surveys created before 05 December 2023 are functioning as intended.</p><p><small>Jan <var data-var='date'>12</var>, <var data-var='time'>08:59</var> UTC</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Jan <var data-var='date'>11</var>, <var data-var='time'>17:55</var> UTC</small><br><strong>Investigating</strong> - We are currently experiencing an issue with 'Personal Links' Surveys created prior to 05 December 2023. All Survey links created after 05 December 2023 are working as intended. The team is investigating and working towards a resolution.<br /><br />A work around is to extract the Non Responses for data where the links were created before 05 December 2023 and re-upload once again to create new Personal links Surveys.<br /><br />There is no impact to Campaign Surveys sent via CG Email, CG SMS, CG WhatsApp and other CG vectors.</p>tag:status.customergauge.com,2005:Incident/196695012024-01-10T10:30:00Z2024-01-10T17:05:27ZSurvey from Survey Suite temporarily inaccessible for certain Customer Systems [EU region]<p><small>Jan <var data-var='date'>10</var>, <var data-var='time'>10:30</var> UTC</small><br><strong>Resolved</strong> - An incident occurred causing survey recipients of certain organizations were not able be to access Surveys links (created using the Survey Suite) between 11:30 and 15:00 CET. This impacted both Campaign Surveys and Pop-up Surveys. The incident has been resolved.</p>tag:status.customergauge.com,2005:Incident/192327662023-11-28T11:49:02Z2023-11-28T11:49:02ZExperience a higher reaction time in Platform reaction for [EU Region]<p><small>Nov <var data-var='date'>28</var>, <var data-var='time'>11:49</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Nov <var data-var='date'>28</var>, <var data-var='time'>11:48</var> UTC</small><br><strong>Update</strong> - The Issue has been resolved. Users should no longer experience higher reaction time in the platform.</p><p><small>Nov <var data-var='date'>28</var>, <var data-var='time'>10:05</var> UTC</small><br><strong>Update</strong> - We've pinpointed the issue and are now closely monitoring to ensure the fix is in place and effective.</p><p><small>Nov <var data-var='date'>28</var>, <var data-var='time'>09:54</var> UTC</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Nov <var data-var='date'>28</var>, <var data-var='time'>09:53</var> UTC</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Nov <var data-var='date'>28</var>, <var data-var='time'>09:08</var> UTC</small><br><strong>Investigating</strong> - For our EU customers, users might experience a higher reaction time in the platform reaction. We are investigating the issue.</p>tag:status.customergauge.com,2005:Incident/191949192023-11-22T14:01:26Z2023-11-22T14:01:26ZExperience a possible Lag in Platform reaction for [EU Region]<p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>14:01</var> UTC</small><br><strong>Resolved</strong> - The Issue has been resolved. Users should no longer experience a lag in the platform reaction.</p><p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>13:37</var> UTC</small><br><strong>Identified</strong> - This issue has been identified and we are working on a fix.</p><p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>13:27</var> UTC</small><br><strong>Investigating</strong> - For our EU customers, users might experience lag in the platform reaction. We are investigating the issue.</p>tag:status.customergauge.com,2005:Incident/181050142023-08-10T14:13:09Z2023-08-10T14:13:09ZWe are currently experiencing an issue with displaying information in the Platform Timezone.<p><small>Aug <var data-var='date'>10</var>, <var data-var='time'>14:13</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Aug <var data-var='date'>10</var>, <var data-var='time'>12:24</var> UTC</small><br><strong>Identified</strong> - We are currently experiencing an issue with displaying information in the Platform Timezone.<br /><br />All Information in the platform is currently being displayed in UTC Time. This can cause users to see a difference in reporting numbers and cases being displayed.<br /><br />Please be assured that no information is lost. We are currently working towards a resolution.</p><p><small>Aug <var data-var='date'>10</var>, <var data-var='time'>12:24</var> UTC</small><br><strong>Investigating</strong> - We are currently experiencing an issue with displaying information in the Platform Timezone.<br /><br />All Information in the platform is currently being displayed in UTC Time. This can cause users to see a difference in reporting numbers and cases being displayed.<br /><br />Please be assured that no information is lost. We are currently working towards a resolution.</p>tag:status.customergauge.com,2005:Incident/180863902023-08-08T10:00:00Z2023-08-08T16:31:05ZNew Response Alerts without Assignee and without Recipients prevented New Response rules from being triggered<p><small>Aug <var data-var='date'> 8</var>, <var data-var='time'>10:00</var> UTC</small><br><strong>Resolved</strong> - We've identified a problem in the New Response Workflow Rules. If a system has an active New Response Alert configured to open a case without assigning it, and this alert has no recipients (meaning it only opens the case), the New Response Workflow Rules would not be triggered for that particular system.<br /><br />This issue occurred specifically between 12:00 and 16:00 CEST time. The issue has been resolved, and the backlog has been reprocessed.</p>tag:status.customergauge.com,2005:Incident/175682602023-06-13T22:45:00Z2023-06-14T08:27:58ZCustomerGauge Platform experiencing downtime - US Region<p><small>Jun <var data-var='date'>13</var>, <var data-var='time'>22:45</var> UTC</small><br><strong>Resolved</strong> - This issue has been resolved. The services are restored and all areas of the CustomerGauge Platform is working as intended.<br /><br />The CustomerGauge Platform in the US region was not available between 18:45pm and 22:37pm UTC. This was due to the AWS region (that the US CustomerGauge Platform is hosted on) experiencing some unscheduled downtime. <br /><br />During this time, all the CustomerGauge services for the US region were not available. CG users would not have been able to access the platform, API/Integration connections would have failed and end customers would have experienced difficulty in taking the surveys. <br /><br />This issue has been resolved.</p>tag:status.customergauge.com,2005:Incident/169094352023-04-19T10:42:01Z2023-04-19T10:42:01ZCG Academy is currently Unavailable<p><small>Apr <var data-var='date'>19</var>, <var data-var='time'>10:42</var> UTC</small><br><strong>Resolved</strong> - CG Academy is now available. Users are able to login.</p><p><small>Apr <var data-var='date'>19</var>, <var data-var='time'>08:58</var> UTC</small><br><strong>Investigating</strong> - CG Academy is currently unavailable. Users will not be able to login. We are working with our partner to address this.</p>tag:status.customergauge.com,2005:Incident/140122332022-12-15T21:46:34Z2022-12-15T21:46:34ZScheduled maintenance for EU Region<p><small>Dec <var data-var='date'>15</var>, <var data-var='time'>21:46</var> UTC</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Dec <var data-var='date'>15</var>, <var data-var='time'>20:38</var> UTC</small><br><strong>Verifying</strong> - Verification is currently underway for the maintenance items.</p><p><small>Dec <var data-var='date'>15</var>, <var data-var='time'>19:31</var> UTC</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Nov <var data-var='date'>30</var>, <var data-var='time'>15:49</var> UTC</small><br><strong>Scheduled</strong> - There is a system maintenance upgrade scheduled for the EU Region Database. Services will not be accessible during this downtime.</p>tag:status.customergauge.com,2005:Incident/135579762022-11-24T16:05:51Z2022-11-24T16:05:51ZSystem Upgrade scheduled for the AU Region<p><small>Nov <var data-var='date'>24</var>, <var data-var='time'>16:05</var> UTC</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Nov <var data-var='date'>24</var>, <var data-var='time'>15:01</var> UTC</small><br><strong>Verifying</strong> - Verification is currently underway for the maintenance items.</p><p><small>Nov <var data-var='date'>24</var>, <var data-var='time'>14:00</var> UTC</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Nov <var data-var='date'>21</var>, <var data-var='time'>13:03</var> UTC</small><br><strong>Scheduled</strong> - There is a system maintenance upgrade scheduled for the AU Region. Services will not be accessible during this downtime.</p>tag:status.customergauge.com,2005:Incident/135577342022-11-24T13:30:29Z2022-11-24T13:30:29ZSystem Maintenance Upgrade - US Region<p><small>Nov <var data-var='date'>24</var>, <var data-var='time'>13:30</var> UTC</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Nov <var data-var='date'>24</var>, <var data-var='time'>11:46</var> UTC</small><br><strong>Verifying</strong> - Verification is currently underway for the maintenance items.</p><p><small>Nov <var data-var='date'>24</var>, <var data-var='time'>11:46</var> UTC</small><br><strong>Update</strong> - Scheduled maintenance is still in progress. We will provide updates as necessary.</p><p><small>Nov <var data-var='date'>24</var>, <var data-var='time'>10:31</var> UTC</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Nov <var data-var='date'>24</var>, <var data-var='time'>10:30</var> UTC</small><br><strong>Scheduled</strong> - There is a system maintenance upgrade scheduled for the US Region. Services will not be accessible during this downtime.</p>tag:status.customergauge.com,2005:Incident/127169102022-11-04T14:03:05Z2022-11-08T16:00:21ZWorkflow Alerts using the Touchpoint field as part of the trigger rule<p><small>Nov <var data-var='date'> 4</var>, <var data-var='time'>14:03</var> UTC</small><br><strong>Resolved</strong> - The issue has been identified and fixed.<br /><br />The Workflow Alerts feature is now working as intended. All the alerts that did not get triggered due to this issue has been triggered. However, it is possible that some extra 'Bounce Alerts' were accidentally triggered alongside the late 'Survey Complete' alerts. The Bounce alerts can be ignored.</p><p><small>Nov <var data-var='date'> 4</var>, <var data-var='time'>10:15</var> UTC</small><br><strong>Monitoring</strong> - The issue has been identified and fixed. The Workflow Alerts feature is now working as intended.</p><p><small>Nov <var data-var='date'> 4</var>, <var data-var='time'>08:15</var> UTC</small><br><strong>Investigating</strong> - An issue was reported that rules using the Touchpoint field was not being triggered.</p>tag:status.customergauge.com,2005:Incident/126700342022-10-27T08:00:00Z2022-11-08T08:44:09ZEmail Sent Date Display<p><small>Oct <var data-var='date'>27</var>, <var data-var='time'>08:00</var> UTC</small><br><strong>Resolved</strong> - You might observe that your Primary Email Sent Date carries the same date as your reminder sent date for survey invitations sent between 17 October 2022 - 26 October 2022. <br /><br />This issue only impacted Reporting. The Sending of Primary and Reminder Emails worked as intended.<br /><br />The fix has been implemented.</p>