Neat Pulse Control Service Update – February 6, 2024
Last updated February 9, 2024
This incident is now closed. For more up-to-date information on Pulse Control Status, please navigate to: https://support.neat.no/c/neat-pulse/updates/
UPDATE on Feb 9, 2024 at 15:31 UTC:
The Pulse Control Management service degradation was due to an unexpected spike in our database service loading, resulting in reduced work being carried out by the database server. As a result, Pulse Control was not able to access the database quickly enough for the service to run normally.
We have been able to reproduce the initial failure in the database service in our development environment. The Pulse service was brought back online by mitigating this issue and further fixes and mitigations are being rolled out over the next few days.
UPDATE on Feb 8, 2024 at 9:30 UTC:
The maintenance window to carry out further work on Pulse control management platform has been successfully completed. All Pulse Control Management service functions are fully operational.
We continue to monitor the system.
UPDATE on Feb 7, 2024 at 16:30 UTC:
Pulse Control management service is fully restored and as of 15:30 UTC all customer orgs are back online. We continue to monitor the service.
Please note that this disruption had no impact on Neat device’s ability to join Zoom or Teams calls. It only affect Neat Pulse web site access (including provisioning of new Pulse customer orgs) and the ability to enrol and administer devices via Pulse management portal.
At Neat we pride ourselves on providing a great service and we apologize for any inconvenience this service disruption had caused.
Incident timeline
| Last Status: [Feb 9, 2024; 15:31 UTC] | This incident is now closed. For more up-to-date information on Pulse Control Status, please navigate to: https://support.neat.no/c/neat-pulse/updates/ |
| Previous Status: [Feb 8, 2024; 9:30 UTC] | Maintenance window successfully completed to carry out further work to address the original issue. All Pulse Control Management service functions are fully operational. We continue to monitor the system. |
| Previous Status: [Feb 7, 2024; 16:30 UTC] | Pulse Control Management Service is fully restored. All customers orgs are back online as of 15:30 UTC. We continue to monitor the service. |
| Previous Status: [Feb 7, 2024; 12:57 UTC] | Further service restoration ongoing on Pulse Control management platform While Neat Pulse service has resumed for some customers, others are not able to access Pulse at this time. We are continuing to work on a solution to restore service to all Neat customers. |
| Previous Status: [Feb 7, 2024; 02:31 UTC] | Partial service restoration of Pulse Control management platform |
| Previous Status: [Feb 7, 2024; 02:04 UTC] | Ongoing service disruption of Pulse Control management platform |
| Previous status: [Feb 6, 2024; 23:03 UTC] | Service disruption of Pulse Control management platform |
| Previous status: [Feb 6, 2024: 17:12 UTC] | Potential service disruption reported on Pulse Control management platform. |