Firstup Status

Monitoring: Residual slowness has been fully addressed and all components are now fully operational. Root cause ascertained, and impact has been fully mitigated. Risk of a recurrence is very low, but additional investigation is required for full resolution. This incident will remain in a monitoring status until that investigation and a recurrence prevention plan is committed, at which time an RCA (Root Cause Assessment) will be published.

Monitoring: All services have been restored and are fully operational. We will continue to monitor the impacted services.

Monitoring: We continue to monitor for any further issues.

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

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

Identified: Web Experience is available and the load times have improved - we are continuing to monitor.

Investigating: Work is continuing to fully restore service, improvements have been seen with Web Experience loading however it is still slow to load for some customers.

Investigating: EU customers are not impacted. Investigation is continuing.

Investigating: We are currently investigating a new platform incident impacting the web experience channel for some users. A 'oops something went wrong' error is being displayed on some programs. Updates to follow asap.

Resolved: Checkouts complete and no further reports from AWS in relation to any downtime expected. Root Cause Analysis will be published when provided by AWS.

Identified: Services are returning to normal after the latest update provided by AWS. Both Studio and Web Experience and all other channels are available. We are performing checkouts on all services. StatusPage will be set to Monitoring until AWS advises this issue has been fully resolved.

Identified: Update provided by AWS:

We have applied initial mitigations and we are observing early signs of recovery for some impacted AWS Services. During this time, requests may continue to fail as we work toward full resolution. We recommend customers retry failed requests. While requests begin succeeding, there may be additional latency and some services will have a backlog of work to work through, which may take additional time to fully process. We will continue to provide updates as we have more information to share, or by 3:15 AM.

Identified: Update from AWS Oct 20 2:01 AM PDT We have identified a potential root cause for error rates.... Based on our investigation, the issue appears to be related to DNS resolution of the DynamoDB API endpoint in US-EAST-1. We are working on multiple parallel paths to accelerate recovery.... We will continue to provide updates as we have more information to share, or by 2:45 AM.

Investigating: Update provided by AWS: We can confirm increased error rates and latencies for multiple AWS Services in the US. This issue may also be affecting Case Creation through the AWS Support Center or the Support API. We are actively engaged and working to both mitigate the issue and understand root cause. We will provide an update in 45 minutes, or sooner if we have additional information to share.

Investigating: Both Web Experience and Studio are currently down for US customers, EU Web Experience and Studio are available. The issue is linked to a broader AWS outage impacting US customers. We have reached out to AWS for updates.

Resolved: Checkouts complete and no further reports from AWS in relation to any downtime expected. Root Cause Analysis will be published when provided by AWS.

Identified: Services are returning to normal after the latest update provided by AWS. Both Studio and Web Experience and all other channels are available. We are performing checkouts on all services. StatusPage will be set to Monitoring until AWS advises this issue has been fully resolved.

Identified: Update provided by AWS:

We have applied initial mitigations and we are observing early signs of recovery for some impacted AWS Services. During this time, requests may continue to fail as we work toward full resolution. We recommend customers retry failed requests. While requests begin succeeding, there may be additional latency and some services will have a backlog of work to work through, which may take additional time to fully process. We will continue to provide updates as we have more information to share, or by 3:15 AM.

Identified: Update from AWS Oct 20 2:01 AM PDT We have identified a potential root cause for error rates.... Based on our investigation, the issue appears to be related to DNS resolution of the DynamoDB API endpoint in US-EAST-1. We are working on multiple parallel paths to accelerate recovery.... We will continue to provide updates as we have more information to share, or by 2:45 AM.

Investigating: Update provided by AWS: We can confirm increased error rates and latencies for multiple AWS Services in the US. This issue may also be affecting Case Creation through the AWS Support Center or the Support API. We are actively engaged and working to both mitigate the issue and understand root cause. We will provide an update in 45 minutes, or sooner if we have additional information to share.

Investigating: Both Web Experience and Studio are currently down for US customers, EU Web Experience and Studio are available. The issue is linked to a broader AWS outage impacting US customers. We have reached out to AWS for updates.

Resolved: Checkouts complete and no further reports from AWS in relation to any downtime expected. Root Cause Analysis will be published when provided by AWS.

Identified: Services are returning to normal after the latest update provided by AWS. Both Studio and Web Experience and all other channels are available. We are performing checkouts on all services. StatusPage will be set to Monitoring until AWS advises this issue has been fully resolved.

Identified: Update provided by AWS:

We have applied initial mitigations and we are observing early signs of recovery for some impacted AWS Services. During this time, requests may continue to fail as we work toward full resolution. We recommend customers retry failed requests. While requests begin succeeding, there may be additional latency and some services will have a backlog of work to work through, which may take additional time to fully process. We will continue to provide updates as we have more information to share, or by 3:15 AM.

Identified: Update from AWS Oct 20 2:01 AM PDT We have identified a potential root cause for error rates.... Based on our investigation, the issue appears to be related to DNS resolution of the DynamoDB API endpoint in US-EAST-1. We are working on multiple parallel paths to accelerate recovery.... We will continue to provide updates as we have more information to share, or by 2:45 AM.

Investigating: Update provided by AWS: We can confirm increased error rates and latencies for multiple AWS Services in the US. This issue may also be affecting Case Creation through the AWS Support Center or the Support API. We are actively engaged and working to both mitigate the issue and understand root cause. We will provide an update in 45 minutes, or sooner if we have additional information to share.

Investigating: Both Web Experience and Studio are currently down for US customers, EU Web Experience and Studio are available. The issue is linked to a broader AWS outage impacting US customers. We have reached out to AWS for updates.

Resolved: Checkouts complete and no further reports from AWS in relation to any downtime expected. Root Cause Analysis will be published when provided by AWS.

Identified: Services are returning to normal after the latest update provided by AWS. Both Studio and Web Experience and all other channels are available. We are performing checkouts on all services. StatusPage will be set to Monitoring until AWS advises this issue has been fully resolved.

Identified: Update provided by AWS:

We have applied initial mitigations and we are observing early signs of recovery for some impacted AWS Services. During this time, requests may continue to fail as we work toward full resolution. We recommend customers retry failed requests. While requests begin succeeding, there may be additional latency and some services will have a backlog of work to work through, which may take additional time to fully process. We will continue to provide updates as we have more information to share, or by 3:15 AM.

Identified: Update from AWS Oct 20 2:01 AM PDT We have identified a potential root cause for error rates.... Based on our investigation, the issue appears to be related to DNS resolution of the DynamoDB API endpoint in US-EAST-1. We are working on multiple parallel paths to accelerate recovery.... We will continue to provide updates as we have more information to share, or by 2:45 AM.

Investigating: Update provided by AWS: We can confirm increased error rates and latencies for multiple AWS Services in the US. This issue may also be affecting Case Creation through the AWS Support Center or the Support API. We are actively engaged and working to both mitigate the issue and understand root cause. We will provide an update in 45 minutes, or sooner if we have additional information to share.

Investigating: Both Web Experience and Studio are currently down for US customers, EU Web Experience and Studio are available. The issue is linked to a broader AWS outage impacting US customers. We have reached out to AWS for updates.

Monitoring: Residual slowness has been fully addressed and all components are now fully operational. Root cause ascertained, and impact has been fully mitigated. Risk of a recurrence is very low, but additional investigation is required for full resolution. This incident will remain in a monitoring status until that investigation and a recurrence prevention plan is committed, at which time an RCA (Root Cause Assessment) will be published.

Monitoring: All services have been restored and are fully operational. We will continue to monitor the impacted services.

Monitoring: We continue to monitor for any further issues.

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

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

Identified: Web Experience is available and the load times have improved - we are continuing to monitor.

Investigating: Work is continuing to fully restore service, improvements have been seen with Web Experience loading however it is still slow to load for some customers.

Investigating: EU customers are not impacted. Investigation is continuing.

Investigating: We are currently investigating a new platform incident impacting the web experience channel for some users. A 'oops something went wrong' error is being displayed on some programs. Updates to follow asap.

Resolved: Checkouts complete and no further reports from AWS in relation to any downtime expected. Root Cause Analysis will be published when provided by AWS.

Identified: Services are returning to normal after the latest update provided by AWS. Both Studio and Web Experience and all other channels are available. We are performing checkouts on all services. StatusPage will be set to Monitoring until AWS advises this issue has been fully resolved.

Identified: Update provided by AWS:

We have applied initial mitigations and we are observing early signs of recovery for some impacted AWS Services. During this time, requests may continue to fail as we work toward full resolution. We recommend customers retry failed requests. While requests begin succeeding, there may be additional latency and some services will have a backlog of work to work through, which may take additional time to fully process. We will continue to provide updates as we have more information to share, or by 3:15 AM.

Identified: Update from AWS Oct 20 2:01 AM PDT We have identified a potential root cause for error rates.... Based on our investigation, the issue appears to be related to DNS resolution of the DynamoDB API endpoint in US-EAST-1. We are working on multiple parallel paths to accelerate recovery.... We will continue to provide updates as we have more information to share, or by 2:45 AM.

Investigating: Update provided by AWS: We can confirm increased error rates and latencies for multiple AWS Services in the US. This issue may also be affecting Case Creation through the AWS Support Center or the Support API. We are actively engaged and working to both mitigate the issue and understand root cause. We will provide an update in 45 minutes, or sooner if we have additional information to share.

Investigating: Both Web Experience and Studio are currently down for US customers, EU Web Experience and Studio are available. The issue is linked to a broader AWS outage impacting US customers. We have reached out to AWS for updates.

Resolved: Checkouts complete and no further reports from AWS in relation to any downtime expected. Root Cause Analysis will be published when provided by AWS.

Identified: Services are returning to normal after the latest update provided by AWS. Both Studio and Web Experience and all other channels are available. We are performing checkouts on all services. StatusPage will be set to Monitoring until AWS advises this issue has been fully resolved.

Identified: Update provided by AWS:

We have applied initial mitigations and we are observing early signs of recovery for some impacted AWS Services. During this time, requests may continue to fail as we work toward full resolution. We recommend customers retry failed requests. While requests begin succeeding, there may be additional latency and some services will have a backlog of work to work through, which may take additional time to fully process. We will continue to provide updates as we have more information to share, or by 3:15 AM.

Identified: Update from AWS Oct 20 2:01 AM PDT We have identified a potential root cause for error rates.... Based on our investigation, the issue appears to be related to DNS resolution of the DynamoDB API endpoint in US-EAST-1. We are working on multiple parallel paths to accelerate recovery.... We will continue to provide updates as we have more information to share, or by 2:45 AM.

Investigating: Update provided by AWS: We can confirm increased error rates and latencies for multiple AWS Services in the US. This issue may also be affecting Case Creation through the AWS Support Center or the Support API. We are actively engaged and working to both mitigate the issue and understand root cause. We will provide an update in 45 minutes, or sooner if we have additional information to share.

Investigating: Both Web Experience and Studio are currently down for US customers, EU Web Experience and Studio are available. The issue is linked to a broader AWS outage impacting US customers. We have reached out to AWS for updates.

Resolved: Checkouts complete and no further reports from AWS in relation to any downtime expected. Root Cause Analysis will be published when provided by AWS.

Identified: Services are returning to normal after the latest update provided by AWS. Both Studio and Web Experience and all other channels are available. We are performing checkouts on all services. StatusPage will be set to Monitoring until AWS advises this issue has been fully resolved.

Identified: Update provided by AWS:

We have applied initial mitigations and we are observing early signs of recovery for some impacted AWS Services. During this time, requests may continue to fail as we work toward full resolution. We recommend customers retry failed requests. While requests begin succeeding, there may be additional latency and some services will have a backlog of work to work through, which may take additional time to fully process. We will continue to provide updates as we have more information to share, or by 3:15 AM.

Identified: Update from AWS Oct 20 2:01 AM PDT We have identified a potential root cause for error rates.... Based on our investigation, the issue appears to be related to DNS resolution of the DynamoDB API endpoint in US-EAST-1. We are working on multiple parallel paths to accelerate recovery.... We will continue to provide updates as we have more information to share, or by 2:45 AM.

Investigating: Update provided by AWS: We can confirm increased error rates and latencies for multiple AWS Services in the US. This issue may also be affecting Case Creation through the AWS Support Center or the Support API. We are actively engaged and working to both mitigate the issue and understand root cause. We will provide an update in 45 minutes, or sooner if we have additional information to share.

Investigating: Both Web Experience and Studio are currently down for US customers, EU Web Experience and Studio are available. The issue is linked to a broader AWS outage impacting US customers. We have reached out to AWS for updates.

Investigating: We are currently investigating an issue where Studio Insights Reports are not available on the Firstup US platform. Updates to follow asap.

Resolved: This incident is now resolved, and all impacted services have remained available and fully operational. A Root Cause Assessment will be provided here once a postmortem review of this incident is concluded.

Monitoring: We have mitigated this incident, and Insights Reports on the Firstup US platform are now available. A screen refresh may be required to load the reports.

We will be placing the impacted components under monitoring for now.

Investigating: We are currently investigating an issue where Studio Insights Reports are not available on the Firstup US platform.

We will provide you with an update within 1 hour.

Resolved: Checkouts complete and no further reports from AWS in relation to any downtime expected. Root Cause Analysis will be published when provided by AWS.

Identified: Services are returning to normal after the latest update provided by AWS. Both Studio and Web Experience and all other channels are available. We are performing checkouts on all services. StatusPage will be set to Monitoring until AWS advises this issue has been fully resolved.

Identified: Update provided by AWS:

We have applied initial mitigations and we are observing early signs of recovery for some impacted AWS Services. During this time, requests may continue to fail as we work toward full resolution. We recommend customers retry failed requests. While requests begin succeeding, there may be additional latency and some services will have a backlog of work to work through, which may take additional time to fully process. We will continue to provide updates as we have more information to share, or by 3:15 AM.

Identified: Update from AWS Oct 20 2:01 AM PDT We have identified a potential root cause for error rates.... Based on our investigation, the issue appears to be related to DNS resolution of the DynamoDB API endpoint in US-EAST-1. We are working on multiple parallel paths to accelerate recovery.... We will continue to provide updates as we have more information to share, or by 2:45 AM.

Investigating: Update provided by AWS: We can confirm increased error rates and latencies for multiple AWS Services in the US. This issue may also be affecting Case Creation through the AWS Support Center or the Support API. We are actively engaged and working to both mitigate the issue and understand root cause. We will provide an update in 45 minutes, or sooner if we have additional information to share.

Investigating: Both Web Experience and Studio are currently down for US customers, EU Web Experience and Studio are available. The issue is linked to a broader AWS outage impacting US customers. We have reached out to AWS for updates.