tag:status.salsify.com,2005:/historySalsify Status - Incident History2024-03-19T04:48:47-04:00Salsifytag:status.salsify.com,2005:Incident/201885912024-03-07T17:54:46-05:002024-03-07T17:54:46-05:00Some customers cannot create new product records<p><small>Mar <var data-var='date'> 7</var>, <var data-var='time'>17:54</var> EST</small><br><strong>Resolved</strong> - Our engineering identified the product record creation issue impacting a small subset of our customers and resolved it.</p><p><small>Mar <var data-var='date'> 7</var>, <var data-var='time'>17:14</var> EST</small><br><strong>Investigating</strong> - Some Salsify customers are experiencing an issue creating new product records. Our engineering team is actively investigating now. We will provide any update as soon as we know more.</p>tag:status.salsify.com,2005:Incident/201689362024-03-05T16:58:36-05:002024-03-05T16:58:36-05:00Automated workflow tasks are delayed<p><small>Mar <var data-var='date'> 5</var>, <var data-var='time'>16:58</var> EST</small><br><strong>Resolved</strong> - The delays in automated workflow task processing has been resolved. Previously created automated workflow tasks have been processed and newly created automated workflow tasks should process without any delays.<br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Mar <var data-var='date'> 5</var>, <var data-var='time'>14:09</var> EST</small><br><strong>Monitoring</strong> - We are seeing fewer automated workflow task actions being delayed now. We are continuing to monitor the automated tasks to ensure that the delays do not reoccur.<br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Mar <var data-var='date'> 5</var>, <var data-var='time'>13:15</var> EST</small><br><strong>Identified</strong> - We are experiencing delays in automated workflow task actions. These delays are not affecting manual tasks. Our team is actively investigating the delays in automated workflow tasks and will provide an update as soon as more information is available.<br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p>tag:status.salsify.com,2005:Incident/201679232024-03-15T11:18:30-04:002024-03-15T11:18:30-04:00Insights report not crawling for Wayfair<p><small>Mar <var data-var='date'>15</var>, <var data-var='time'>11:18</var> EDT</small><br><strong>Monitoring</strong> - Our third party crawling partner has confirmed a fix has been put in place to resolve the issue. We will continue to monitor the data that is crawled for Wayfair. <br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>10:56</var> EDT</small><br><strong>Update</strong> - Our third party crawling partner is continuing to see a high blocking rate when crawling data for Wayfair. Our partner is continuing to work to resolve the issue but there is no ETA at the moment. We will update as soon as the issue is resolved.<br /><br />Data for the Wayfair products have not been successfully crawled since 2/29. <br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Mar <var data-var='date'> 5</var>, <var data-var='time'>11:10</var> EST</small><br><strong>Identified</strong> - Our third party crawling partner has found a high blocking rate when crawling data for Wayfair and is currently working on resolving this issue. Data for the Wayfair products have not been successfully crawled since 2/29. We will continue working with our parter and provide an update as soon as the issue is resolved or more information is available.<br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p>tag:status.salsify.com,2005:Incident/199165032024-02-06T10:23:03-05:002024-02-06T10:23:03-05:00Degraded Performance<p><small>Feb <var data-var='date'> 6</var>, <var data-var='time'>10:23</var> EST</small><br><strong>Resolved</strong> - The recent incident impacting numerous processes in our PXM platform has been confirmed to be resolved. These services are restored. <br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Feb <var data-var='date'> 5</var>, <var data-var='time'>17:12</var> EST</small><br><strong>Monitoring</strong> - We experienced a recent incident impacting numerous processes in our PXM platform, but a quick remedy was applied. These services appear to be restored, and we are monitoring closely. During the incident, users may have noticed degraded performance when performing certain actions. Please reach out to Salsify Support if you have any ongoing concerns.</p>tag:status.salsify.com,2005:Incident/198848252024-02-01T17:27:11-05:002024-02-01T17:27:11-05:00Instagram Commerce channel publishes failing<p><small>Feb <var data-var='date'> 1</var>, <var data-var='time'>17:27</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Feb <var data-var='date'> 1</var>, <var data-var='time'>14:06</var> EST</small><br><strong>Monitoring</strong> - Our engineering team has deployed a fix to the channel. If there were any failing publishes within the channel, please try republishing. <br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Feb <var data-var='date'> 1</var>, <var data-var='time'>08:55</var> EST</small><br><strong>Identified</strong> - Starting 1/30/24, publishes made in the Instagram Commerce channel have begun to fail. Our engineering team is currently reviewing the issue. <br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p>tag:status.salsify.com,2005:Incident/197389962024-01-27T22:01:30-05:002024-01-27T22:01:30-05:00Scheduled FTP Maintenance<p><small>Jan <var data-var='date'>27</var>, <var data-var='time'>22:01</var> EST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Jan <var data-var='date'>27</var>, <var data-var='time'>21:31</var> EST</small><br><strong>Verifying</strong> - Verification is currently underway for the maintenance items.</p><p><small>Jan <var data-var='date'>27</var>, <var data-var='time'>19:30</var> EST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Jan <var data-var='date'>22</var>, <var data-var='time'>10:00</var> EST</small><br><strong>Update</strong> - UPDATE for customers who currently whitelist FTP IP addresses:<br /><br />Before this window, a small action will be needed:<br /><br />Customers who currently whitelist FTP IPs will need to add 2 new addresses (18.232.253.218 and 52.86.72.49) in advance of this maintenance window and remove the currently whitelisted IPs after the maintenance window.<br /><br />For Customers who do not whitelist FTP IPs, there should be no action required.</p><p><small>Jan <var data-var='date'>17</var>, <var data-var='time'>09:42</var> EST</small><br><strong>Scheduled</strong> - The Salsify PXM FTP service will be unavailable between 7.30pm EST and 9.30pm EST on Saturday January 27th 2024 as it undergoes maintenance. This maintenance will allow for continued enhancements to the FTP service to improve the experience of its users.<br /><br />Maintenance will include a migration from our current FTP provider to Files.com. Files.com has partnered with us to ensure migration goes smoothly and creates minimal (or no) impact for you.<br /><br />We expect the maintenance window to complete within 2 hours. During the maintenance window, the Salsify PXM FTP service will not be operational or accessible to customers, while all other functionality will continue to operate normally. Customers who use the FTP portal may need to log back into the portal once the maintenance window has ended. <br /><br />This period of downtime may result in a need to retry imports or exports that run during the maintenance window and which rely on the Salsify FTP service, unless paused by you. Please take note of any automation that may upload or download a file at that time that does not have built-in retry logic, and review following completion of the maintenance window.<br /><br />We advise Customers and Partners, where possible, to avoid large bulk uploads to the FTP service between Friday January 26th at 5pm EST Saturday January 27th at 10pm EST in order to ensure the most efficient completion of the maintenance.<br /><br />If you have any questions, please use the "My Cases" option within the Customer Portal to connect with our team.</p>tag:status.salsify.com,2005:Incident/197162382024-01-15T16:04:24-05:002024-01-15T16:04:24-05:00Salsify FTP Outage<p><small>Jan <var data-var='date'>15</var>, <var data-var='time'>16:04</var> EST</small><br><strong>Resolved</strong> - We have resolved the issue causing uploads to the Salsify FTP to fail. Publishes to the Salsify FTP should upload files without any issues. Publishes to the FTP or imports from the FTP which occurred between 2:05PM EST and 3:50PM EST should be republished or reimported.<br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Jan <var data-var='date'>15</var>, <var data-var='time'>16:03</var> EST</small><br><strong>Investigating</strong> - We are experiencing connection issues to Salsify's FTP partner. We are working with our FTP partner to resolve this issue. Custom integrations connecting via FTP, Exports, Imports, Uploads and Lookup Tables using a file from the Salsify FTP may be affected. We apologize for the inconvenience.<br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p>tag:status.salsify.com,2005:Incident/196609132024-01-10T09:18:27-05:002024-01-10T09:18:27-05:00Sell Sheets failing to deliver<p><small>Jan <var data-var='date'>10</var>, <var data-var='time'>09:18</var> EST</small><br><strong>Resolved</strong> - Our engineering team has deployed a fix to resolve the issue with Sell Sheets not delivering through the PDP export function. <br /> <br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Jan <var data-var='date'> 9</var>, <var data-var='time'>17:17</var> EST</small><br><strong>Monitoring</strong> - We have implemented a fix allowing for downloads of Sell Sheets from the PDP and are monitoring for any changes in behavior. <br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Jan <var data-var='date'> 9</var>, <var data-var='time'>16:47</var> EST</small><br><strong>Investigating</strong> - We are actively investigating Sell Sheet downloads from the PDP failing.<br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p>tag:status.salsify.com,2005:Incident/195922732024-01-02T10:26:49-05:002024-01-02T10:26:49-05:00Salsify FTP Outage<p><small>Jan <var data-var='date'> 2</var>, <var data-var='time'>10:26</var> EST</small><br><strong>Resolved</strong> - We have resolved the issue causing uploads to the Salsify FTP to create empty files. Publishes to the Salsify FTP should upload files without any issues. Publishes to the FTP that created empty files will need to be republished.<br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Jan <var data-var='date'> 2</var>, <var data-var='time'>07:41</var> EST</small><br><strong>Investigating</strong> - We have determined that uploads to Salsify's FTP are failing, and empty files are being created. This is causing import processes using these files to fail. We are currently investigating this issue.<br /><br />We apologize for the inconvenience and will update this page as soon as we know more. Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p>tag:status.salsify.com,2005:Incident/194219562023-12-12T21:30:32-05:002023-12-12T21:30:32-05:00Scheduled Infrastructure Maintenance - 12/12<p><small>Dec <var data-var='date'>12</var>, <var data-var='time'>21:30</var> EST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Dec <var data-var='date'>12</var>, <var data-var='time'>20:00</var> EST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Dec <var data-var='date'>12</var>, <var data-var='time'>17:11</var> EST</small><br><strong>Scheduled</strong> - In order to offer the best possible service to our users, we have scheduled maintenance of our technical infrastructure starting at 8pm Eastern on Tuesday December 12th. We expect the maintenance period to end at approximately 9:30pm.<br /><br />During the maintenance window, the Salsify application will be operational and accessible to customers. However, customers may experience general slowness across the application while accessing product data during this time.<br /><br />If you have any questions, please use the “My Cases” option within the Customer Portal (https://help.salsify.com/ProductXM/s/).</p>tag:status.salsify.com,2005:Incident/194037402023-12-11T19:27:23-05:002023-12-11T19:27:23-05:00Product Search and Indexing functions failing<p><small>Dec <var data-var='date'>11</var>, <var data-var='time'>19:27</var> EST</small><br><strong>Resolved</strong> - The Product Index and Search incident has been resolved.<br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Dec <var data-var='date'>11</var>, <var data-var='time'>17:25</var> EST</small><br><strong>Update</strong> - Normal functionality has returned for all customers at this time. We are monitoring to ensure no further issues arise.<br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Dec <var data-var='date'>11</var>, <var data-var='time'>17:23</var> EST</small><br><strong>Monitoring</strong> - Normal functionality has returned for all customers at this time. We are monitoring to ensure no further issues arise.<br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Dec <var data-var='date'>11</var>, <var data-var='time'>15:27</var> EST</small><br><strong>Identified</strong> - We have identified the cause of the Indexing and Search issues and are working to bring the application back to normal operation. <br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Dec <var data-var='date'>11</var>, <var data-var='time'>13:39</var> EST</small><br><strong>Investigating</strong> - We have received reports that the Product index page and Product Search is inaccessible for users at this time. <br /><br />Functions within the platform that do not require access to these functions are currently operational. <br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p>tag:status.salsify.com,2005:Incident/192615022023-12-07T21:30:11-05:002023-12-07T21:30:11-05:00Scheduled Infrastructure Maintenance Impacting Performance<p><small>Dec <var data-var='date'> 7</var>, <var data-var='time'>21:30</var> EST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Dec <var data-var='date'> 7</var>, <var data-var='time'>20:01</var> EST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Dec <var data-var='date'> 1</var>, <var data-var='time'>09:47</var> EST</small><br><strong>Scheduled</strong> - In order to offer the best possible service to our users, we have scheduled maintenance of our technical infrastructure starting at 8pm Eastern on Thursday December 7th. We expect the maintenance period to end at approximately 9:30pm.<br /><br />During the maintenance window, the Salsify application will be operational and accessible to customers. <br /><br />However, customers may experience general slowness across the application while accessing product data during this time.<br /><br />If you have any questions, please use the “My Cases” option within the Customer Portal (https://help.salsify.com/ProductXM/s/).</p>tag:status.salsify.com,2005:Incident/193377682023-12-05T14:56:22-05:002023-12-05T14:56:22-05:00Delays in publishing activity<p><small>Dec <var data-var='date'> 5</var>, <var data-var='time'>14:56</var> EST</small><br><strong>Resolved</strong> - We have confirmed this issue is resolved and all publishes have been processed. Although some customers may see a "Failed" status recently, the publication was likely processed successfully. For our GDSN customers with a recent “Failed” publication can check their GDSN reports for the correct status and/or feedback. For all others with a recently “Failed” status, if you believe the content from the publish was not successful, once you republish, the status and feedback should update as expected.<br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Dec <var data-var='date'> 5</var>, <var data-var='time'>14:15</var> EST</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results. Customers may see a "Failed" status even if the publish was successful due to a time out while processing statuses and feedback. Instructions for these will be provided once the issue is confirmed resolved.<br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Dec <var data-var='date'> 5</var>, <var data-var='time'>13:35</var> EST</small><br><strong>Identified</strong> - Customers may see publishing statuses as "Running" or "Failed" although they were processed by the connector. We have discovered some slowness in processing statuses and feedback and are working on a fix. <br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p>tag:status.salsify.com,2005:Incident/193213562023-12-05T12:06:05-05:002023-12-05T12:06:05-05:00Live chat support service for Premium Support subscribers<p><small>Dec <var data-var='date'> 5</var>, <var data-var='time'>12:06</var> EST</small><br><strong>Resolved</strong> - Our third-party provider for live chat support service for Premium Support subscribers has informed us that this issue is now resolved.<br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Dec <var data-var='date'> 4</var>, <var data-var='time'>17:04</var> EST</small><br><strong>Identified</strong> - We have been made aware that, due to performance issues impacting our third-party live chat support service for Premium Support subscribers is currently unavailable. While our partner implements a solution, please reach out to the Support Team using the "My Cases" option on our portal - https://help.salsify.com/ProductXM/s/. Our Support Team will follow up with you via the Case.</p>tag:status.salsify.com,2005:Incident/192525872023-11-30T16:43:48-05:002023-11-30T16:43:48-05:00Stale data for Insights reports<p><small>Nov <var data-var='date'>30</var>, <var data-var='time'>16:43</var> EST</small><br><strong>Resolved</strong> - Our third party crawling partner has confirmed a fix has been put in place which has been confirmed to resolve the issue by our engineering team. <br /><br />Product data will automatically be refreshed within the next 24 hours. <br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Nov <var data-var='date'>30</var>, <var data-var='time'>15:04</var> EST</small><br><strong>Identified</strong> - Our crawl data vendor is currently experiencing issues with refreshing crawl data. This will cause stale data to appear on the reports. This outage affects all report types (except Reviews reports) and all retailers other than Amazon (US and all regions) and Walmart US.<br /><br />There will be a gap in the price history widget for this period. <br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p>tag:status.salsify.com,2005:Incident/191379062023-11-16T16:32:40-05:002023-11-16T16:32:41-05:00Platform Unavailable<p><small>Nov <var data-var='date'>16</var>, <var data-var='time'>16:32</var> EST</small><br><strong>Resolved</strong> - The incident affecting the ability to view/access parts of the platform has been resolved. Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Nov <var data-var='date'>16</var>, <var data-var='time'>14:17</var> EST</small><br><strong>Monitoring</strong> - We've received reports of the Salsify platform not loading and have found the issue. We are currently monitoring for any further symptoms.<br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Nov <var data-var='date'>16</var>, <var data-var='time'>13:50</var> EST</small><br><strong>Update</strong> - We've received reports of the Salsify platform not loading and have found the issue. We are currently working to resolve the issue.<br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Nov <var data-var='date'>16</var>, <var data-var='time'>12:40</var> EST</small><br><strong>Identified</strong> - We’ve received reports of the Salsify platform not loading and have found the issue. We are currently working to resolve the issue.<br /><br />The ETA for the platform to be up and running is in 20 minutes.<br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Nov <var data-var='date'>16</var>, <var data-var='time'>09:20</var> EST</small><br><strong>Monitoring</strong> - We've received reports of the Salsify platform not loading and have found the issue. We are currently monitoring for any further symptoms. <br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p>tag:status.salsify.com,2005:Incident/191307212023-11-16T06:02:49-05:002023-11-16T06:02:49-05:00Scheduled Infrastructure Maintenance Impacting Several Direct Connections<p><small>Nov <var data-var='date'>16</var>, <var data-var='time'>06:02</var> EST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Nov <var data-var='date'>16</var>, <var data-var='time'>05:01</var> EST</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'>15</var>, <var data-var='time'>15:42</var> EST</small><br><strong>Scheduled</strong> - In order to offer the best possible service to our users, we have scheduled maintenance of our technical infrastructure starting at 5 am EST on Wednesday, November 16th. We expect the maintenance period to end at 6am EST.<br /><br />During the maintenance window, any attempted publishes during the maintenance window may fail.<br />Customers will be able to view their readiness report and adjust mappings.</p>tag:status.salsify.com,2005:Incident/190486972023-11-15T19:00:19-05:002023-11-15T19:00:19-05:00Scheduled Infrastructure Maintenance Impacting Several Direct Connections<p><small>Nov <var data-var='date'>15</var>, <var data-var='time'>19:00</var> EST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Nov <var data-var='date'>15</var>, <var data-var='time'>15:00</var> EST</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'> 8</var>, <var data-var='time'>08:30</var> EST</small><br><strong>Scheduled</strong> - In order to offer the best possible service to our users, we have scheduled maintenance of our technical infrastructure starting at 3pm EST (9pm CET) on Wednesday, November 15th. We expect the maintenance period to end at 7pm EST (1am CET).<br /><br />During the maintenance window, the Salsify application will be operational and accessible to customers. <br /><br />Customers will be able to view their readiness report and adjust mappings. <br /><br />However, any attempted publishes on impacted connections (list below) during the maintenance window (3pm-7pm EST) will not complete.<br /><br />Impacted Connections:<br />- Open Catalog Direct Connection<br />- Albertsons Direct Connection<br />- DoorDash Direct Connection<br />- Uber Direct Connection (US, Brazil, Canada, Chile, Columbia, Costa Rica, Mexico, Peru)<br />- ABC Fine Wine Direct Connection<br />- IndiePet Direct Connection<br /><br />If you have any questions, please use the “My Cases” option within the Customer Portal (https://help.salsify.com/ProductXM/s/) to connect with our team.</p>tag:status.salsify.com,2005:Incident/190380862023-11-06T15:21:30-05:002023-11-06T15:21:30-05:00Platform Unavailable<p><small>Nov <var data-var='date'> 6</var>, <var data-var='time'>15:21</var> EST</small><br><strong>Resolved</strong> - We have corrected the root cause and the platform is functioning as expected.<br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Nov <var data-var='date'> 6</var>, <var data-var='time'>14:31</var> EST</small><br><strong>Monitoring</strong> - We've received reports of the Salsify platform not loading and have found the issue. We are currently monitoring for any further symptoms. <br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p>tag:status.salsify.com,2005:Incident/189380102023-10-27T05:00:22-04:002023-10-27T05:00:22-04:00Scheduled Maintenance for The Home Depot Direct Connection<p><small>Oct <var data-var='date'>27</var>, <var data-var='time'>05:00</var> EDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Oct <var data-var='date'>27</var>, <var data-var='time'>03:00</var> EDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Oct <var data-var='date'>26</var>, <var data-var='time'>15:28</var> EDT</small><br><strong>Scheduled</strong> - The Home Depot will perform maintenance on The Home Depot Direct Connection starting at 3am EDT on Friday, October 27th. The maintenance allows for continued improvements to the direct connection by addressing network errors that cause publish failures. We expect to complete the maintenance period by 5am EDT.<br /><br />During the maintenance window, the Salsify application will be operational and accessible to customers. Customers will be able to view their readiness report and adjust mappings but any attempted publishes to The Home Depot during the maintenance window (3am-5am EDT) will not complete. <br /><br /> If you have any questions, please use the "My Cases" option within the Customer Portal (https://help.salsify.com/ProductXM/s/) to connect with our team.</p>tag:status.salsify.com,2005:Incident/188132322023-10-26T05:00:06-04:002023-10-26T05:00:06-04:00Scheduled Maintenance for The Home Depot Direct Connection<p><small>Oct <var data-var='date'>26</var>, <var data-var='time'>05:00</var> EDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Oct <var data-var='date'>24</var>, <var data-var='time'>03:00</var> EDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Oct <var data-var='date'>16</var>, <var data-var='time'>08:09</var> EDT</small><br><strong>Scheduled</strong> - The Home Depot will perform maintenance on The Home Depot Direct Connection starting at 3am ET on Tuesday, October 24th. <br /><br />The maintenance window will be from 3am-5am ET on Tuesday October 24th, 3am-5am ET on Wednesday October 25th, and 3am-5am ET on Thursday October 26th. Please note that our partners may complete the necessary work prior to October 26th. If so, we will share additional updates via the status page.<br /><br />The maintenance allows for continued improvements to the direct connection by addressing network errors that cause publish failures. You can learn more about network errors between our THD partner and The Home Depot’s retailer portal IDM by referencing the ‘Network Connection Failure Feedback’ section of the knowledge base article here - https://help.salsify.com/ProductXM/s/article/review-address-feedback-the-home-depot-direct-connection.<br /><br />During the maintenance window, the Salsify application will be operational and accessible to customers. Customers will be able to view their readiness report and adjust mappings but any attempted publishes to The Home Depot during the maintenance windows (3am-5am ET) will not complete. <br /><br /> If you have any questions, please use the "My Cases" option within the Customer Portal (https://help.salsify.com/ProductXM/s/) to connect with our team.</p>tag:status.salsify.com,2005:Incident/187542742023-10-11T14:06:28-04:002023-10-11T14:06:28-04:00PXM Case Submission Form Error<p><small>Oct <var data-var='date'>11</var>, <var data-var='time'>14:06</var> EDT</small><br><strong>Resolved</strong> - Our team's fix has resolved the issue, and cases have been flowing into our Support queues. Again, we apologize for the inconvenience.</p><p><small>Oct <var data-var='date'>11</var>, <var data-var='time'>10:31</var> EDT</small><br><strong>Monitoring</strong> - Our team resolved the issue with our case submission form, preventing cases from being submitted. We will continue to monitor the form to ensure that cases can continue to be submitted. We apologize for the inconvenience.</p><p><small>Oct <var data-var='date'>11</var>, <var data-var='time'>09:32</var> EDT</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Oct <var data-var='date'>11</var>, <var data-var='time'>09:31</var> EDT</small><br><strong>Investigating</strong> - Please note that we are experiencing issues with the Case Submission form. Our team is working on resolving the issue with urgency. If you have a critical issue, please reach out to escalations@salsify.com with as many details as possible. We apologize for the inconvenience.</p>tag:status.salsify.com,2005:Incident/186321752023-10-02T18:32:24-04:002023-10-02T18:32:24-04:00Channel based sell sheet publications failing<p><small>Oct <var data-var='date'> 2</var>, <var data-var='time'>18:32</var> EDT</small><br><strong>Resolved</strong> - Due to changes with our partner, we've identified and are exploring alternative options for supporting sell sheets in bulk. Any impacted customers with existing channel based sell sheet solutions will receive communication and next steps from their Salsify Customer Success Manager. <br /><br />For any additional questions or concerns, please reach out to our Customer Support team via https://help.salsify.com/ProductXM/.</p><p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>17:09</var> EDT</small><br><strong>Update</strong> - We have determined that the root cause is related to an update made by an external software vendor. We have notified the vendor of the problem and are working directly with them to address the issue. We are currently working on determining the next steps and will update as soon as possible. <br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>09:36</var> EDT</small><br><strong>Identified</strong> - We have determined that the root cause is related to an update made by an external software vendor. We have notified the vendor of the problem and are working directly with them to address the issue.<br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p>tag:status.salsify.com,2005:Incident/186586042023-10-02T11:49:26-04:002023-10-02T11:49:26-04:00Intermittent publishing failures to all Salsify direct connections<p><small>Oct <var data-var='date'> 2</var>, <var data-var='time'>11:49</var> EDT</small><br><strong>Resolved</strong> - Publishes have been completing successfully across Salsify direct connections since the fix was put in place, so we're marking this incident as resolved. Please reach out to customer support at https://help.salsify.com/ProductXM if you find further issues, or if you have additional feedback.</p><p><small>Oct <var data-var='date'> 1</var>, <var data-var='time'>13:30</var> EDT</small><br><strong>Monitoring</strong> - Our team has implemented a fix to address the issue. We’ll continue to monitor publishing success rates across Salsify direct connections.<br /><br />Please reach out to customer support at https://help.salsify.com/ProductXM with any questions or concerns.</p><p><small>Oct <var data-var='date'> 1</var>, <var data-var='time'>10:07</var> EDT</small><br><strong>Identified</strong> - We’ve identified an issue causing intermittent publishing failures to all Salsify direct connections.<br /><br />Our team has identified the root cause and working to implement a fix. Updates to follow. <br /><br />Please reach out to customer support at https://help.salsify.com/ProductXM for any questions regarding this issue.</p>tag:status.salsify.com,2005:Incident/186353642023-09-28T17:11:01-04:002023-09-28T17:11:01-04:00Custom Readiness Report Request Form Outage<p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>17:11</var> EDT</small><br><strong>Resolved</strong> - Our engineering team has deployed a fix to an issue with the custom Readiness Report request form that was causing the form to load improperly. We are seeing that the request form is now loading and working properly. Users are now able to complete and submit the request form to create a new custom readiness report or to update an existing custom readiness report.<br /><br />Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p><p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>15:33</var> EDT</small><br><strong>Monitoring</strong> - Our engineering team has deployed a fix to an issue with the custom Readiness Report request form that was causing the form to load improperly. Users were not be able to complete and submit the request form to create a new custom readiness report or to update an existing custom readiness report at this time. <br /><br />We will continue to monitor the issue to ensure that the form is working as expected. Please reach out to customer support at https://help.salsify.com/help/contact-feedback for any questions regarding this subject.</p>