Notice: Incident – Wednesday, March 17, 2021

On 17 March 2021, Latchel suffered a web UI issue. We first began seeing this issue around 4:30 AM PST. Services began recovering around 8:57 AM PST.

The following services were affected:

  • Webchat
  • Console
  • Text Messaging 
Notice: We will be updating this document with additional feature-specific impacts as we continue to investigate the root cause of this incident.

Webchat

What was the effect on Webchat?

During the impacted timeframe, users may have experienced failures when attempting to create a new chat. Existing chats may have been subject to large latencies and failures.

Console

What was the effect on Console? 

Customers were unable to load the Latchel console during the impacted timeframe.

Were residents able to create new service requests?

No, new service request creation was down during the impacted timeframe. Residents who experienced issues should try submitting the request again.

Text Messaging

What happened to inbound messages sent from end-users to Latchel during this time?

Inbound messages were received during the majority of the impacted timeframe. We missed a total of 8 text messages which have now been recovered and responded to. 

Need Help?

If you have any questions, please do not hesitate to reach out to our Customer Success team by emailing success@latchel.com.