Neat Pulse Control Service Update – February 9, 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 21:40 UTC:
Pulse Control management service is fully restored and as of 20:25 UTC all sign in issues have been resolved. We continue to monitor the system.

UPDATE on Feb 9, 2024 at 19:48 UTC:
Possible sign-in issues being investigated that may be impacting Neat internal users and Neat’s resellers/partners. This should NOT be impacting any customers.

UPDATE on Feb 9, 2024 at 18:40 UTC:
Pulse Control management service is fully restored and as of 15:00 UTC all customer orgs are back online. We continue to monitor the system.

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 weekend during the maintenance window.

UPDATE on Feb 9, 2024 at 13:58 UTC:
We are experiencing a service disruption on the Pulse Control Management platform. Our team is working urgently to resolve the issue.

Please note that this disruption has 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.

We will continue to update the following table to keep you informed on our progress.

Incident timeline

Current status: [Feb 9, 2024; 19:50 UTC]	Possible sign-in issues discovered for Neat users and Neat partners/resellers. Should not affect customers.
Previous status: [Feb 9, 2024; 16:24 UTC]	Pulse Control service fully restored at 15:00 UTC. Maintenance work planned for Saturday, February 10 3am EST to Sunday, February 11, 1pm EST.
Previous status: [Feb 9, 2024: 14:34 UTC]	Partial service restoration of Pulse Control management platform
Previous status: [Feb 9, 2024: 13:58 UTC]	Potential service disruption reported on Pulse Control management platform.