Between 09:46 and 13:14 on Saturday 17th of December (CET/UTC+1) we had a service disruption and VisionFlow was unreachable most of this time. This affected all our customers using the hosted/SAAS version of VisionFlow.
As soon as we received alerts from our monitoring system we reported an incident to our infrastructure provider about the problem. At that time they started to work on analyzing, identifying, and solving the problem.
The cause of this disruption was that our infrastructure provider (IP-only) had a problem with some of the servers in our server environment. This meant that two servers stopped responding and weren't reachable. The underlying problem took some time to fix and then to restore the servers. We will discuss this problem in detail with our service provider during the following days to understand the root-cause and also to make sure it doesn't happen again.
This problem also meant that associated services, such as email fetching for the email ticket system didn't work during this time. This in turn may have resulted in errors in your organization's event/history log, similar to "Fetching of email for project ... failed". This can be ignored since the servers should now work fine again.
As soon as the problem was fixed, VisionFlow was started again and the service was resumed and is now working 100% again.
We are terribly sorry and apologize for the disruption of our service, we are thankful for your patience.
If you have any questions related to this incident please contact us at firstname.lastname@example.org or by phone on +46 771 105000.