Title: Live chat and phone degraded performance
Date: Wednesday, 11th March 2020
Start time: 03:07am MDT/09:07am UTC
Event type: Outage
We are investigating and seeking to resolve an incident is affecting our live chat and phone service.
Customers may be experiencing delays in allocating requests to available agents.
Our Operations team are currently investigating this issue as a priority.
We apologize for the potential impact of this incident on you.
Update @ 04:35am MDT/10:35am UTC - Our engineers have applied a fix and identified that normal service is currently being resumed. We will continue to monitor services and will update the incident once it has been confirmed as resolved.
Update @ 05:01am MDT/11:01am UTC - Following a period of monitoring, our engineers have confirmed that the incident is now resolved and normal service has resumed. Please accept our apologies for the potential impact this incident may have caused.