Changes / Help Scout / Connections Issues

Help Scout: Major incident: Connections Issues

Summary

Help Scout reported a major connection incident affecting Beacon, Docs Sites and Web App, with slow page loads and timeouts reported in the web app. It started at 2025-12-11 12:06 UTC, lasted 59 min, and was resolved at 2025-12-11 13:06 UTC; performance was stable, but the identified root cause was not disclosed.

Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.

Major incidentLabel: outage (model (Jev), 40%)Changed Detected Source: stspg.io

What changed

AddedTitle#1
Before: not present
After: Connections Issues
AddedImpact#2
Before: not present
After: major
AddedStatus#3
Before: not present
After: resolved
AddedStart time#4
Before: not present
After: 2025-12-11 12:06 UTC
AddedResolved time#5
Before: not present
After: 2025-12-11 13:06 UTC
AddedAffected components#6
Before: not present
After: Beacon, Docs Sites, Web App
AddedUpdateinvestigating#7
Before: not present
After: We're currently investigating reports of slow page loads and timeouts when trying to access the web app. We’ll share an update as soon as we have more information.
AddedUpdateidentified#8
Before: not present
After: The team has identified the root cause, and we're working on a fix, but it may take a bit longer before we can bring all services back online. We'll post an update when we've got more news to share.
AddedUpdateresolved#9
Before: not present
After: Our team has resolved the issue, and performance is now stable across the board; therefore, we're closing this out. We'll continue to monitor all services over the next few hours. Thank you for your patience while we resolved this!

First version of this incident archived by Rewindex. View the live incident.

History of this incident

When (UTC)ChangeKind
Major incident: Connections Issues (this change)
Help Scout reported a major connection incident affecting Beacon, Docs Sites and Web App, with slow page loads and timeouts reported in the web app. It started at 2025-12-11 12:06 UTC, lasted 59 min, and was resolved at 2025-12-11 13:06 UTC; performance was stable, but the identified root cause was not disclosed.
Major incident

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