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We are currently investigating reports of Content approved in Supervision not updated in the content library, resulting in content that is approved in supervision not showing up in an end user's library.

We are investigating reports of errors accessing the hearsay web application.

We are currently investigating elevated message filtering and delivery issues impacting Verizon Wireless traffic in the United States. The issue was detected by our monitoring systems, which reported a significant spike in filtering errors. (this only affects outbound traffic to Verizon) Our engineering team is actively working with messaging partners to determine the root cause and mitigate the issue. We will provide the next update within one hour or sooner if additional information becomes available.

This incident has been resolved and reporting functionality has been restored.

We are aware of an issue with reporting and have temporarily disabled it while we address the performance issue.

This incident has been resolved and reporting functionality has been restored.

We are aware of an issue with reporting and have temporarily disabled it while we address the performance issue.

**Timeline:** Start Time: 05/08/25 2:48 PM PT End Time: 05/08/25 3:08 PM PT **Customer Impact:** Customers who tried to access the Hearsay platform via desktop, mobile app, or Embedded Relate received an Internal Server Error. This was due to a database update, which caused longer page load times that resulted in the error. **Resolution:** Yext engineers identified the root cause and reverted to a previous state immediately, which restored services for all customers. **Future Improvements:** We have identified and are going to implement additional process improvements around deploying database changes, and add more automated validations based on the cause of the incident.

Hearsay's engineering team was able to address the issue preventing the site from loading. We sincerely apologize for any disruption to your teams.

Hearsay is currently investigating an incident in which users get an Internal Server Error when accessing the site. We are treating this as our top priority and will share an update soon. We truly apologize for any disruption to your business.

**Timeline:** Start Time: 04/15/2025 3:19 PM PT End Time: 04/15/2025 4:05 PM PT **Customer Impact:** Users interfacing with Hearsay Relate via web, mobile app, and Embedded Relate with Salesforce may have experienced slower-than-normal page loading times or error messages during this incident. This was due to an unexpected high number of API requests to a specific endpoint, which resulted in an inefficient query pattern that caused a slowdown in our database systems. There was no data loss during this incident. **Resolution:** Yext’s engineers quickly identified the source of the problem and temporarily reduced the throughput for this specific operation to allow the database to recover. This restored performance for all users. **Future Improvements:** Yext is already in the process of implementing rate limiting on all public APIs, and continuing to enhance our monitoring systems to detect unusual database patterns earlier.

Hearsay's engineering team was able to address the capacity issue causing the reported degraded performance. We sincerely apologize for any disruption to your teams.

Hearsay is currently investigating an incident where our platform is experiencing a delay, blank screen, or Internal Server Errors when accessing Relate. We are treating this with the utmost priority and will share an update soon. We truly apologize for any disruption to your business.

**Timeline:** Start Time: April 9, 2025 11:11 AM PT End Time: April 9, 2025 12:42 PM PT **Customer Impact:** Users on Hearsay’s web version of Relate who refreshed their browser during the incident window \(the “Timeline” period identified above\) would have temporarily experienced a problem where they could not see their conversation messages. This incident did not impact users utilizing our mobile app, Embedded Relate for Salesforce, or if they did not refresh their web browser during this timeframe. This was caused by a recent code deployment to update our front-end web components. There was no data loss during this incident. **Resolution:** The previously mentioned code deployment was reverted to a previous version, which brought back the ability to view all conversations in the web version of Relate. **Future Improvements:** To ensure a seamless user experience and prevent similar issues from occurring in the future, we will be implementing additional testing and enhanced quality checks focused on the proper loading of user messages.

Hearsay's engineering team was able to revert to a previous version and resolve this incident. Once they refresh their browser, users can see all the messages in our website interface. We truly apologize for any disruption to your teams, and we will provide a root cause analysis once an investigation has been completed.

Hearsay is experiencing an incident where Relate messages in our website interface may show a blank conversation. At this moment, this is only impacting our Hearsay website, as our mobile app and Embedded Relate with Salesforce are working as expected. Users are still able to send text messages, which may temporarily cause the conversation thread to reappear, but they may disappear after refreshing the browser or navigating to another conversation. Our engineers are treating this as our top priority and will provide an update shortly.

Hearsay's engineers have confirmed that everything is functioning as expected, and all queues have been caught up and cleared out. We will provide a post-mortem once a thorough investigation has been completed. We apologize for any disruption and thank you for your patience.

Hearsay's engineers have resolved this incident. Please note that contact sync, activity sync, and threaded archiving are slowly returning to being fully operational and we are queueing all the data to be resynced. We will monitor this progress over the next hour and will provide an update shortly.

Hearsay is experiencing an incident where contact sync, activity sync, and threaded archiving are unavailable. Our engineers are working to resolve this as quickly as possible, and we will provide an update shortly.

**Timeline:** Start Time: 03/14/2025 6:53 AM PT End Time: 03/14/2025 8:19 AM PT **Customer Impact:** Android users were unable to log in to the mobile app, receiving an error message prompting them to "Please try again." The root cause was due to a recent version upgrade of an internet protocol. Hearsay’s Android app was configured for the earlier version, which caused the error message to occur. During this incident, there was no data loss. **Resolution:** Hearsay’s engineers promptly identified the cause and quickly reverted to the previous version. Once reverted, service was restored for Android users. **Future Improvements:** To prevent this type of issue from happening in the future, we are improving our internal processes to ensure thorough testing and validation before updates are released. This includes better detection and handling of any potential impacts from future security updates.

Hearsay resolved this matter, and we have confirmed that Android users can log in and use the Hearsay mobile app. After conducting a thorough investigation, we will provide a post-mortem summary of this incident. We apologize for any disruption this might have caused.

Hearsay is currently investigating a matter where Android users may not be able to log in to the Hearsay mobile application. Our engineers are working to solve this as quickly as possible. Please note that iPhone users, as well as our desktop platform, are working as expected.

**Timeline:** Start Time: 02/26/2025 7:49 AM PT End Time: 02/26/2025 8:56 AM PT **Customer Impact:** A recent production deployment caused filtering on the reports to be temporarily unavailable. Reports may have shown blank results and the download button did not appear. This incident only affected those listed as administrators in their instance of Hearsay. There was no data loss during this incident. **Resolution:** Hearsay’s engineers rolled back the change that caused the problem and redeployed production services to use the earlier stable version. **Future Improvements:** Moving forward, additional automated testing will be employed to ensure a similar issue does not occur. In the interim, we are executing manual regression tests after each change in this area of our platform.

Hearsay successfully reverted to a previous version of the platform, and users should no longer experience any reporting issues. After a thorough investigation has been completed, we will provide a post-mortem on this incident.

Hearsays engineers are investigating an incident with our reporting where some admins may notice the filter options are temporarily unavailable. Some admins may experience an empty report, but clicking the refresh icon should load the data. At this moment, downloading reports may be temporarily unavailable. Hearsay is treating this as our top priority and will provide an update once we have more information.

**Timeline:** Start Time: 02/20/25 06:10 AM PT End Time: 02/20/25 08:15 AM PT **Customer Impact:** Due to a production deployment on February 19th, 2025, Hearsay’s application became temporarily unavailable on February 20th, 2025. Users accessing Hearsay during this incident would see a 500 Internal Server Error message. The impact on Relate resulted in inbound and outbound text messages being temporarily queued. Once service was restored, all queued inbound and outbound messages were successfully received and delivered with a delay. New inbound and outbound voice calls during this incident were unavailable. The impact on Social resulted in a delay in scheduled content, with some content now flagged as “Needs Attention” for a manual review. The impact on our Activity Sync was disrupted, preventing custom workflows for a limited number of customers. The impact on Actions resulted in unsuccessful API calls through our Public API. All requests during the following period, 6:12 AM PST to 7:52 PST, were not successfully processed. The already queued messages have been sent out. The API returned 500 response codes, which could be gathered on the customer’s side. All archiving activities have since resumed and may be delayed. During this incident, there was no data loss. **Resolution:** Hearsay’s engineers rolled back the infrastructure upgrade that caused the problem and redeployed production services to use the earlier stable version. **Future Improvements:** We are exploring alternative methods to achieve the same infrastructural upgrade that was the original goal of the change that caused the outage. In addition, although a significant amount of planning and care was taken to minimize customer impact, any future changes in this area will involve additional scrutiny and testing.

Hearsay will mark this incident as resolved, as our platform is functioning as expected. After a thorough investigation has been completed, we will provide a detailed root cause analysis. Kindly log in to the Hearsay platform to ensure everything is working for your users and to confirm that social media posts, text messages, and API calls are all successful.

Hearsay's engineers have identified the issue and implemented a fix to production. We are currently seeing the Hearsay platform load successfully. Please note that if you are still running into errors, please wait a few moments and try again. We will provide another update shortly to confirm this incident is fully resolved.

Hearsay's engineers are actively investigating this matter as it remains our top priority. We will continue to provide timely updates on this incident. Thank you for your patience as we work through this matter.

Hearsay's engineers are still investigating this incident resulting in the Internal Server Error message. We will provide another update shortly. We appreciate your patience during this time.

Hearsay is currently investigating an incident where our platform is resulting in Internal Server Errors. We are treating this with the utmost priority and will share an update soon. We truly apologize for any disruption to your business.

This incident has been resolved.

Hearsay confirmed that LinkedIn's engineers were able to fix this matter on their end. After thorough testing, Hearsay can confirm that this incident is no longer appearing. We greatly appreciate your patience.

Hearsay's engineers are still working with LinkedIn's engineers to have them resolve this incident. We will continue to provide updates as we hear back from our partners at LinkedIn. We truly apologize for any disruption.

Hearsay's engineers have escalated this incident to our partners at LinkedIn. Please note that this matter should not disrupt a user's ability to publish content to LinkedIn via Hearsay. Due to the fact LinkedIn's engineering team must resolve this, we will update this incident's component from Social to LinkedIn. We will continue to provide updates on this matter when we hear back from LinkedIn.

Hearsay is experiencing an incident in which users may run into an error message when connecting their LinkedIn account to Hearsay. This has already been raised with our engineering team, and we are currently treating this as our top priority. We will provide more updates as our teams work through this matter.

Meta services are restored, Hearsay users are now able to connect and publish to Facebook and Instagram. Logging in to Hearsay via Facebook is also fully operational. Thank you for your patience as our partners in Meta resolved this incident.

Meta is currently experiencing an outage with its services. Connecting and publishing to Facebook and Instagram may be intermittently affected. This also impacts Hearsay users who log in via Facebook. Hearsay is actively monitoring this Meta issue; we will provide updates as soon as we have more information.

**Timeline:** Start Time: 11/20/24 10:06 AM PT End Time: 11/20/24 20:42 PM PT   **Customer Impact:** Hearsay was unable to display the results of a compliance search for organization administrators. When admins attempted to view their content feeds or compliance reviews, they saw an error page. This was due to an issue that arose during an infrastructure upgrade.   **Resolution:** Hearsay’s engineers rebuilt the infrastructure to get it back to a known working state.   **Future Improvements:** Hearsay already has plans to upgrade our search domains to a new service, which would allow for much quicker reindexing. Additionally, Hearsay’s processes around these tasks have been updated to ensure this type of event does not happen during business hours.

Hearsay's engineers were able to resolve this matter, and administrators should no longer see error messages. After we complete a full and thorough investigation, a post-mortem will be published for this incident. Thank you for your patience as we resolved this incident.

Hearsay engineers have identified the root cause and are working on a fix. We will share another update shortly. Again, thank you for your patience while we resolve this for you.

Hearsay is currently experiencing an incident where the Review tab for administrators results in a 500 Internal Server Error or a 504 Gateway Timeout error. Our engineers are working on a quick resolution to fix this immediately. An update will be provided shortly, and we apologize for the disruption.

**Timeline:** Start Time: 11/12/2024 07:20 PT End Time: 11/13/2024 17:01 PT **Customer Impact:** Users of Hearsay Mobile, Hearsay for Intune, and Hearsay for Blackberry apps who have set up a landline number as their Relate number may have experienced issues where certain parts of the app did not function as expected, prompting them to set up a Relate number again. The most noticeable impact was on the Conversations screen, where users were unable to access their conversations. This issue stemmed from misreading a setting on Hearsay’s end related to landline accounts. No data was lost in the process of resolving this issue. **Resolution:** Hearsay Engineers resolved the issue and released a new mobile app version that will prevent it from happening again. Users should be restored to full app functionality, including accessing their conversations and making phone calls. **Future Improvements:** Increased automated testing will be implemented to catch issues such as these before releasing new versions of the apps to ensure users have no periods where the app is partially unusable.

Hearsay engineers have rolled out an update to the iOS app that resolves the reported access issue. The new version should be available in the App Store shortly. Affected users are advised to update when it becomes available. A post-mortem will be published after we complete a thorough investigation. We truly appreciate your patience as we worked to resolve this issue.

Hearsay engineers have confirmed that the mobile app access issue only affects a subset of iOS users. A fix will be rolled out soon. We are working closely with Apple to expedite the review of the fix. We truly appreciate your partnership while we resolve this issue.

Hearsay engineers have identified the root cause and are working on fixing the mobile app issue. We will share another update shortly. Again, thank you for your patience while we resolve this for you.

Hearsay is currently experiencing an incident where users may run into an error stating "Your Landline Phone Number is Not Compatible" when accessing message conversations on the mobile app. Hearsay engineers are actively troubleshooting this and treating it as our top priority. We will update this incident once we have more information from our engineers.

**Timeline:** Start Time: 11/11/24 7:45 AM PT End Time: 11/11/24 12:05 PM PT **Customer Impact:** Publishing content from Hearsay to X, formerly known as Twitter, was temporarily unavailable. This was due to the Hearsay application reaching an undocumented API rate limit that X has in place. **Resolution:** Hearsay divided the scheduled posts to mitigate the amount of payload that X was able to handle. **Future Improvements:** Hearsay will improve our publishing system to detect and handle these situations in the future without any major disruption in immediate publishing. Hearsay has also begun working with X on improving rate limit documentation and awareness for their public APIs.

Hearsay engineers confirmed the X publishing error has been resolved. Failed scheduled posts will be retried automatically in the next few hours; please republish manually initiated real-time posts. A post-mortem will be published after we complete a thorough investigation, we truly appreciate your patience as we worked to resolve this issue.

Hearsay engineers have identified the root cause and are working on fixing the publishing issues to X. We will share another update shortly. Again, thank you for your patience while we resolve this for you.

Hearsay Engineers continue to actively investigate the publishing issue to X and are treating this as our top priority. We truly apologize for any disruption and will provide an update shortly.

Hearsay is currently experiencing an incident where users may run into an error when publishing content to X, formerly known as Twitter. Hearsay's engineers are actively troubleshooting this and treating it as our top priority. We will update this incident once we have more information from our engineers.

Hearsay engineers confirmed the LinkedIn error when connecting accounts has been resolved. Publishing, crawling, and archiving were not affected. We truly appreciate your patience as we work with LinkedIn to resolve this issue.

When connecting a LinkedIn account to Hearsay, users may experience a LinkedIn error stating, "Your LinkedIn Network Will Be Back Soon." Hearsay's engineers have confirmed this error is on LinkedIn's side of the integration and have already begun escalating this with our partners at LinkedIn. We apologize for this matter and will provide an update when we have more information.

**Timeline:** Start Time: 09/18/2024 11:10 AM PT End Time: 09/18/2024 11:28 PM PT **Customer Impact:** On September 18th at around 11:00 AM PT, Hearsay deployed a new feature which inadvertently contained a code that prevented users from loading application configurations on the Relate web app. Hearsay Relate on mobile application was not affected. All functionality was restored and there were no data loss as a result of this incident. **Resolution:** Hearsay's engineers identified the error and reverted back the change. **Future Improvements:** Hearsay will add additional alarms specific to the endpoint for faster resolution times. Additionally, Hearsay's engineers will avoid making similar changes during, or close to, business hours.

Hearsay's engineers were able to quickly revert to a previous version, and Relate is working as expected on our website. After conducting a formal investigation, we will publish a post-mortem to this incident. We truly apologize for the disruption.

Hearsay is currently experiencing an incident where Relate users on desktop may see an error, "Something went wrong. Please refresh the page to try again." Hearsay's mobile app is still functioning as expected. Please know that Hearsay's engineers are treating this as our top priority to ensure a quick resolution.

Hearsay is no longer experiencing SMS delivery failures from T-Mobile to a subset of Relate phone numbers. Thank you for your patience.

We have started seeing recovery for the issue of inbound message failures from T-Mobile to a subset of Hearsay Relate phone numbers. Our telecom partners are continuously working with T-Mobile to resolve the issue. We apologize for any disruption and thank you for your partnership as we navigate this.

Messages from T-Mobile phone numbers are currently experiencing delivery failures to a subset of Hearsay Relate numbers, prompting a "Sorry, this service is not available" error. Our telecommunication partners are aware of this and are working with T-Mobile to resolve this in a timely manner. We will provide more information shortly. We apologize for any disruption, and thank you for your patience.

**Timeline:** Start Time: 08/28/2024 10:18 AM PT End Time:: 08/28/2024 12:12 PM PT **Customer Impact:** On August 28th at 10:00 AM PT, Hearsay deployed a system code upgrade that affected the ability of a small set of users to access the Hearsay Relate web app. Relate on Hearsay Mobile was not affected. Messages received during this time were not impacted and remain available on all platforms. **Resolution:** Hearsay's engineers quickly rolled back to a recent release and ensured there was no loss of data. **Future Improvements:** Hearsay's engineers have identified the source of the issue, made code changes to address these, and further hardened surrounding areas of code. Additional software tests have been made to ensure stability.

Hearsay’s engineers have successfully resolved this incident, and the subset of users who experienced a blank screen should now see their conversations on our website. Thank you for your patience. After a full investigation, we will provide a post-mortem.

Hearsay is aware of a current incident where some Relate users may see a blank screen when accessing their conversations on our desktop/web platform. Our engineers have pinpointed the root cause and are working to deploy a fix as soon as possible. Please note that this is not happening for all users on Hearsay Relate. We apologize for this disruption and will have another update shortly.

Hearsay successfully completed back crawl activities and saved all messages impacted by this issue. Hearsay is confirming this matter as fully resolved. We greatly appreciate your patience as we navigated this Instagram issue.

Hearsay continues to work closely with our partners at Instagram to resolve this issue. Our engineers confirmed that the crawls are successful and free of any capture errors. Hearsay has identified impacted organizations, and data will be back-crawled at 12:00 PM PT to capture affected Instragram Direct Messages. We appreciate your patience as we work through this issue. We will share another update as soon as we have more information.

Hearsay continues to work closely with our partners at Instagram to resolve this issue. Our engineers confirmed that we successfully crawled and did not receive any capture errors today. We are committed to providing updates on the progress and greatly appreciate your patience. We will share another update as soon as we have more information.

Hearsay continues to work closely with our partners at Instagram to resolve this issue. We are committed to providing updates on the progress and greatly appreciate your patience. We will share another update as soon as we have more information.

Hearsay is investigating an issue where our system is unable to capture some Instagram Direct Messages. We have escalated this issue to Instagram and are closely monitoring its status. Once this is resolved, we will be able to crawl the data. We apologize for the inconvenience. We will publish an update as soon as we have more information available.

Hearsay is confirming this matter as fully resolved. We greatly appreciate your patience as we navigated this unannounced change from LinkedIn's API.

Hearsay's engineers detected an unannounced change in the URLs associated with the profile photos and background photos from LinkedIn's API. We have deployed a fix and are seeing profiles return to an approved state. Hearsay will continue to monitor the situation and provide another update confirming this is fully resolved.

Hearsay has observed a notable increase in supervision alerts concerning profile and background photos on LinkedIn. More specifically, these alerts show a change in the photo, yet the images are identical. The supervision alerts may also look different in that they are listed as "Outdated." We are actively investigating this issue to identify and implement the most effective solution. We apologize for the inconvenience and will publish an update on this incident when we have more information.

**Timeline:** Start Time: 07/25/2024 6:00 AM PT End Time: 07/25/2024 6:10 AM PT **Customer Impact:** During a routine deployment to the production environment, auto-scaling was incorrectly decreased, resulting in limited server bandwidth. Users saw an Internal Server Error page when logging in or navigating the Hearsay platform. **Resolution:** Hearsay’s engineers quickly reverted to the previous state of the platform, which increased auto-scaling to normal thresholds. **Future Improvements:** Hearsay will improve our approach to production deployments by fixing the root cause of the failing automation and introducing new monitoring and alerting. We will also update all relevant internal technical documentation as necessary.

Hearsay's engineers have monitored this situation and confirmed that it has been fully resolved. We will conduct a formal post-mortem and publish our findings regarding this incident. Thank you for your patience and understanding.

Hearsay's engineers quickly reverted their change, and the error page no longer appears. We will continue monitoring the situation and provide an update shortly confirming the resolution.

Hearsay is experiencing an incident in which users may see a 500 Internal Server Error page. Our engineers have already been alerted and are prioritizing this to ensure a quick resolution. We truly apologize for this disruption and will publish an update shortly.

**Timeline:** Start Time: 06/25/2024 5:00 PM PT End Time: 07/02/2024 06:30 AM PT **Customer Impact:** On June 25th, Hearsay enabled a new LinkedIn cover photo field. The field was enabled unintentionally for all organizations, which generated an influx of profile alerts. This affected LinkedIn profiles with existing cover photos. Some users encountered issues where profiles remained in an "action required" status due to upload issues. **Resolution:** Hearsay provided guidance to administrators on how to disable the LinkedIn Cover photo field in the administrator settings if they prefer not to supervise the field. Turning off the field in administrator settings would move the affected profiles back to an approved state. Hearsay also provided the option to bulk dismiss alerts upon request. LinkedIn began using a different profile picture upload URL in some cases, for which the existing current profile integration was not prepared. The uploading issues occurred due to an unannounced change made by LinkedIn. Our engineers deployed an update to our legacy systems to handle LinkedIn URLs that differ from the usual ones. **Future Improvements:** Our engineering team will continue to assess and address the impacts of introducing new profile fields.

Network: LinkedIn Date Discovered: June 28, 2024 Date Fixed: July 2, 2024 Background: Hearsay enabled a new feature that allows all organizations to set a LinkedIn cover photo. It was later discovered that LinkedIn made an unannounced change and began using different profile and cover photo upload URLs in some instances, which caused some user profiles to remain in ‘action required’ status. Also, since this new feature was enabled by default, it generated an influx of profile alerts for cover photos. Resolution: Hearsay rolled out a fix that updated its legacy integration to handle this change. Profiles are no longer stuck in ‘action required’ status. Next steps/Recommend actions: Hearsay can bulk dismiss the alerts that were generated by this new feature. Please reach out to your Support or Success team for this request.

**Timeline** Start time: July 10th, 4:36PM PST End time: July 11th, 10:52AM PST **Customer Impact** On July 10th, we updated our software to use a new domain for loading user interfaces. This caused issues for customers with strict domain allowlists, affecting parts of our application like the content library. Those without strict allowlists were unaffected. There was no data loss or data corruption. **Resolution** The change was reverted on July 11th, restoring service for affected customers. **Future improvements** We plan to implement end to end tests that check against our allow list to ensure no changes like this affect those users in the future. We also have planned infrastructure improvements to mitigate the number of UIs going down at the same time.

We are now marking this incident as resolved. After we complete a full investigation with our Engineering Team, we will publish a post-mortem. Again, thank you for your patience.

Hearsay's engineers were able to resolve the incident regarding the Content Library. Posts should now be visible in the Content Library, and reports can be downloaded successfully. We will continue to monitor the situation, and we truly apologize for this disruption. We will publish a post-mortem after we complete a full investigation. Thank you so much for your patience and understanding.

Our engineering team continues to investigate the Content Library incident thoroughly to find a permanent solution. Some users may also experience issues with the download button missing from reports or errors downloading a report. Rest assured, this remains a priority for our team, and we will provide you with an update shortly. We apologize for any inconvenience this has caused and appreciate your patience and understanding.

Hearsay's engineers are still investigating this incident regarding the content library and are committed to resolving it as quickly as possible. As our investigation continues, another update will be published later. We greatly appreciate your patience as we navigate this matter.

We are continuing our investigation of this matter as this remains our most urgent priority. Hearsay's engineers are diligently working to resolve this as quickly as possible. We apologize for any disruption this may have caused and will provide another update shortly.

Hearsay is currently experiencing an incident where users may view a spinning wheel when creating content within the Hearsay platform. This is currently preventing users from viewing the Content Library. We are treating this as our top priority and will provide an update on this incident shortly.

**Timeline:** Start Time: 06/11/24 11:01 AM PT End Time: 06/13/24 2:18 PM  PT ‌ **Customer Impact:** Meta continuously tests all third-party applications that utilize their Facebook integration or authentication to ensure companies are complying with Meta’s policies.  Meta frequently tests Hearsay’s Facebook integration and authentication, and Hearsay always provides the necessary information to our partners at Meta to pass their third-party application testing process.  During the most recent test of Meta’s Facebook authentication, Meta performed an ad-hoc review of Hearsay’s platform with invalid credentials that were not provided by Hearsay, and without contacting Hearsay.  This resulted in Meta deactivating Hearsay’s Facebook integration on June 11, 2024 without notice when those credentials did not work.  Hearsay immediately appealed the decision to deactivate our integration.  Meta continued to respond over the next two days trying to retest our authentication, leading them to their own Meta error page, resulting in numerous back-and-forths of Hearsay clearly outlining and explaining to Meta that Meta needs to reactivate our account for them to test accurately. ‌ _For additional context, Meta has reduced its support staff, which we feel has significantly impacted the size and availability of their API and App Review teams.  This translates to longer than desired response times for support issues, impacting vendors like Hearsay and end users like Hearsay’s customers._ ‌ **Resolution:** Hearsay was able to work with Meta’s testing team to get them to reactivate Hearsay’s account on June 13, 2024. ‌ **Future Improvements:** Hearsay will deprecate using Facebook as an authentication option and eventually remove it altogether in favor of more common authentication options \(e.g., Microsoft or Google\) for those without SAML providers.  Hearsay is also removing our mobile applications from the scope of Meta reviews to minimize the footprint of our services subject to periodical reviews, and to reduce the likelihood of shutdown without warning.

We can confirm that Meta was able to fix this matter, and all Facebook and Instagram functionalities are now fully restored. Users will be able to publish content to Facebook and Instagram, update their Meta profiles, and connect their Meta accounts to Hearsay. Any users who log in to Hearsay via Facebook authentication will now be able to log back in. Hearsay will crawl back the data during the outage period to capture activities for supervision and archiving. However, posts that were scheduled during this period will need to be manually rescheduled. Your CSMs will provide a list of affected posts for your organization. Thank you for your patience and understanding as we navigated this incident with our partners at Meta.

Hearsay is still actively working with Meta to fully resolve this matter. We sincerely apologize for any disruption this may have caused to your business operations. Rest assured, we are committed to keeping you informed with regular updates as the situation progresses. Thank you for your patience and understanding.

Hearsay continues to collaborate closely with our partners at Meta to resolve this issue. Hearsay will be able to crawl back the data during the outage period to capture activities for supervision and archiving. However, posts that were scheduled during this period will need to be manually rescheduled. Your CSMs will provide a list of affected posts for your organization. We greatly appreciate your patience and will share another update as soon as we have more information.

Hearsay continues to collaborate closely with our partners at Meta to resolve this issue. We greatly appreciate your patience and will share another update as soon as we have more information.

Hearsay is still actively collaborating with our trusted partners at Meta to diligently address and resolve this pressing matter. We are committed to providing updates on the progress of this incident until Meta has successfully and completely resolved it.

Hearsay is continuing to work with Meta to have them resolve this incident. We sincerely apologize for any disruption and will provide more information later today.

Hearsay is actively collaborating with our partners at Meta to address the current situation. We deeply regret any inconvenience this may have caused. We will promptly provide an update as soon as we have more information.

Hearsay has already contacted our counterparts at Meta to resolve this matter. Once we hear back and have more information to share, we will provide an update on this incident.

At this moment, Hearsay is experiencing an incident where functionality around Facebook and Instagram within the Hearsay platform is temporarily down. This includes connecting accounts and publishing content to Facebook and Instagram. For any customers logging into Hearsay with Facebook authentication, you will be unable to log in to Hearsay until Meta resolves this matter. We truly apologize for this major disruption. Hearsay is prioritizing this matter immediately and will provide an update shortly.

**Timeline:** Start Time: 04/30/24 08:55 AM PT End Time: 04/30/24 9:20 AM PT **Customer Impact:** A recent production deployment to enhance product security resulted in some content of the Hearsay platform not appearing. **Resolution:** Hearsay’s engineers quickly reverted the update, which resurfaced content on our platform. **Future Improvements:** More thorough end-to-end testing will be performed by Hearsay’s engineers. Internal technical documentation will be updated to highlight the sensitivity around this security layer to prevent a similar incident from reoccurring.

Hearsay's engineers have reverted a recent deployment to resolve the matter where users experienced a blank screen. Again, we are very sorry for this incident and greatly appreciate your patience and understanding. Once a thorough investigation is completed, we will publish a post-mortem to this incident.

Hearsay is currently experiencing an incident where users may see a blank screen when navigating our platform. We are treating this as our top priority and will respond back shortly with an update. We truly apologize for this disruption.

**Timeline:** Start Time: 03/07/2024 5:55 AM PT End Time: 03/07/2024 7:01 AM PT **Customer Impact:** Hearsay deployed an update where an index was added to a database. This resulted in an increase in CPU consumption, which led to Hearsay’s users seeing an error page on our platform. There was no data loss during this time. **Resolution:** Hearsay’s engineers identified the regression and reverted back the change to our database. **Future Improvements:** Hearsay will add more internal alerting with more aggressive thresholds to ensure we act even faster if this were to reoccur. Additionally, Hearsay’s engineers will avoid making similar changes during, or close to, business hours.

Hearsay's engineers were able to resolve this matter, and users should no longer experience the error. We truly apologize for this disruption and we will publish a post-mortem after we complete a full investigation. Thank you so much for your patience and understanding.

Our engineering team is still investigating this matter to ensure a permanent solution. We will provide another update soon to share our progress on this incident. Again, we want to apologize for this disruption to your day. Thank you for your patience and understanding.

Hearsay is currently experiencing an incident where users may intermittently see an error page. Our engineers are investigating this matter now and are treating this as our top priority. We apologize for this interruption and will provide an update shortly.

Timeline: Start Time: 02/23/2024 11:44 AM PT End Time: 02/23/2024 12:38 PM PT Customer Impact: Hearsay deployed a version upgrade aimed at improving the efficiency and management of one of our application services. During this upgrade, a discrepancy was found in a separate service to be conflicting with this latest version. This resulted in the intermittent inability to load the user interface in several areas of our platform. There was no data loss during this incident. Resolution: The deployed version upgrade was identified by Hearsay’s engineers as the root cause and was reverted in order to restore functionality. Future Improvements: Hearsay Engineering will create more extensive testing in a development environment prior to deploying version upgrades to its systems. This testing will include evaluating how these version upgrades may potentially interact with other applications in the system in a contained environment.

Hearsay has experienced an intermittent issue where our website failed to load and gives out "Something Went Wrong" error from 12:30 to 12:40 PM PT. Some users experienced issues logging in and page errors. Hearsay's engineers resolved the site error issue at 12:40 PT. We truly apologize for this disruption and we will publish a post-mortem after we complete a full investigation. Thank you so much for your patience and understanding.

**Timeline:** Start Time: 01/12/2024 12:41 PM PT End Time: 01/12/2024 12:58 PM PT **Customer Impact:** A recent production deployment led to certain traffic being routed to servers that necessitated deletion prior to the deployment, resulting in an inaccurate measure of production traffic on Hearsay’s system.  This led to a misunderstanding of how many servers were needed for production traffic, and users were led to the inability to access Hearsay’s platform and/or an error message stating “Something Went Wrong.” **Resolution:** More application servers were provisioned to handle active requests, which resolved the issue that caused the increased latency. **Future Improvements:** Hearsay has now established best practices for handling this issue by creating new processes to address these instances faster and manually scale up prior.

Hearsay has experienced an issue where our website threw an error page from 12:41 to 12:58 PM PT. Some users experienced issues logging in and page errors. Hearsay's engineers resolved the site error issue at 12:58 PT. We truly apologize for this disruption and we will publish a post-mortem after we complete a full investigation. Thank you so much for your patience and understanding.

**Timeline:** Start Time: 01/25/2024 01:44 PM PT End Time: 01/25/2024 02:48 PM PT **Customer Impact:** Hearsay’s engineers made an update to how users can search for phone numbers, and this specific index was not reindexed prior to the production deployment, resulting in unavailability across our platform. **Resolution:** Engineers reverted back to a previous version of the feature flag that contained this index and have since reindexed any missing indices. **Future Improvements:** Hearsay will improve our approach to production deployments that contain feature flags, specifically investigating how we can implement a slower, phased rollout. Hearsay’s engineers will also invest in more production-like load testing environments to catch future edge cases.

Hearsay's engineers resolved the site error issue. Again, we truly apologize for this disruption and we will publish a post-mortem after we complete a full investigation. Thank you so much for your patience and understanding.

Hearsay is currently experiencing an issue where our website fails to load and gives out "Something Went Wrong" error. We are actively looking into this matter and are treating this as our top priority. We will provide an update shortly.

Hearsay's engineers were able to successfully revert to a previous version and this intermittent issue has been resolved. Please know that there was no data loss during this incident. Once a thorough investigation is completed, we will provide a root cause analysis explaining this matter in more detail. Again, we apologize for any disruption to your day.

Hearsay's engineers have identified the root cause and are working on reverting to a previous version to resolve this incident. We will continue to provide timely updates as this progresses. Thank you for your patience and understanding.

Hearsay is currently experiencing an intermittent incident where a front-end error message appears stating, "Phone number or contact information shouldn't be provided for an existing conversation." This has also led to a temporary matter where previous conversations aren't appearing. Our engineers are treating this as a top priority and we are working hard to resolve this matter quickly. We genuinely apologize for this disruption, and thank you for your patience.

Hearsay’s engineers found the root cause and a fix has been deployed to production to resolve the Facebook and LinkedIn login method issue. We truly apologize for this disruption and we will publish a post-mortem after we complete a full investigation. Thank you so much for your patience and understanding.

Hearsay is currently experiencing an incident where users who sign in via Facebook or LinkedIn login methods are unable to. Users who sign in via their company's SSO are able to successfully login. Rest assured that this does not affect the user's ability to link their Facebook and LinkedIn accounts to Hearsay. We are actively looking into this matter and are treating this as our top priority. We will provide an update shortly.

After monitoring this for the past hour, we can confidently confirm this incident has been resolved. We greatly thank you for your patience and understanding.

Hearsay's engineers have confirmed that the X/Twitter outage has been fixed as of 7:04 AM EST. We will continue to monitor the situation. Hearsay will automatically resynchronize X/Twitter for any activity not captured during this outage, and it will be routed through your supervision and alerting processes, including archiving. X/Twitter posts scheduled during this outage through Hearsay will attempt to re-publish once functionality is restored. In the event that any content is not able to be republished once the connection is restored, please reach out to your Hearsay support representative for assistance at that time. We would like to express our sincere apologies for any inconvenience caused by the recent disruption. We greatly appreciate your patience and understanding.

Hearsay is experiencing a disruption of service with X/Twitter beginning at approximately 10:25 AM EST on Dec. 7. This results in users being unable to publish content to X/Twitter. Crawling X/Twitter is temporarily unavailable. Customers can still connect their X/Twitter profiles to Hearsay. Please know that Hearsay's engineering leadership team has already begun working with X/Twitter to solve this, as this is our top priority. And once this is resolved, Hearsay can backcrawl data to minimize any compliance risk for your organization. We truly apologize and will do our best to fix this quickly. Thank you for your patience and understanding.

**Timeline:** Start Time: 10/19/2023 11:00 AM PT End Time: 10/19/2023 11:21 AM PT **Customer Impact:** Hearsay is set to auto-scale when an increase in requests occurs. However, a conflict transpired when one instance of our auto-scalers failed to respond to incoming traffic. This led to users intermittently experiencing a 500 Internal Server Error. **Resolution:** Hearsay’s engineers manually scaled up the service right away to handle the excess load, which solved the incident immediately. **Future Improvements:** Auto-scaling has been updated to observe a different threshold value. Additionally, we are already exploring adding a more resilient auto-scaling policy to ensure this does not reoccur.

Hearsay's engineers were able to resolve this matter, and users should no longer experience the error from before. A formal post-mortem will be provided to this incident after a thorough investigation from our engineers. We greatly appreciate your patience and understanding during this time.

Hearsay users may intermittently experience a 500 Internal Server Error when using Hearsay. Our engineers are treating this as our top priority and will work to resolve this as quickly as possible. We truly apologize for this experience and will provide an update shortly.

**Timeline:** Start Time: 9/14/23 5:37 AM PT End Time: 9/14/23 12:34 PM PT **Customer Impact:** If any organization admins attempted to edit a campaign, they would encounter a blank page. This occurred due to Hearsay’s engineers attempting to fix a minor bug in the campaign editor. **Resolution:** Hearsay’s engineers reverted our code to a previous version, which allowed admins to edit campaigns. **Future Improvements:** Additional tests have been added to our deployment process to make sure that this specific incident does not reoccur.

Hearsay Engineers have resolved the ongoing issue. We would like to express our sincere apologies for any inconvenience caused by the recent disruption. We will be posting a full post-mortem on the incident with additional details on the issue and how it can be avoided in the future. We greatly appreciate your patience and understanding as we worked to resolve this issue.

Hearsay Engineers have identified the cause of the issue and are working quickly on a resolution. Once we have confirmation of the issue being fully resolved, we will provide another update here. Thank you for your patience.

Hearsay is currently experiencing an issue with campaign management. When selecting a campaign for editing, users encounter a blank page. Hearsay is currently investigating this matter, and we are treating this as our top priority. We will provide frequent updates until this is fully resolved. We truly apologize for this matter and greatly appreciate your understanding and patience.

**Timeline:** **Start Time:** 10/26/23 1:00 AM PT **End Time:** 10/26/23 11:58 AM PT   **Customer Impact:** Customers saw a spinning wheel when attempting to publish content to LinkedIn. These posts were not failing, but rather, LinkedIn posts were delayed in publishing. This was due to an influx of large video files attempting to publish to LinkedIn at the same time. All other social media networks were publishing content as expected.   **Resolution:** Hearsay’s engineers temporarily increased bandwidth to work around the larger video files, which added more resourcing power to allow us to speed through the queue.   **Future Improvements:** Hearsay is currently looking at refining our video upload requirements for LinkedIn, specifically video length. We are also exploring adding more internal alerting to proactively get ahead of queues facing a longer-than-expected publishing time.

Hearsay's engineers have confirmed that users should no longer experience this matter where posts are unable to publish from Hearsay to LinkedIn. We truly apologize for this disruption. Once we complete a thorough investigation, we will publish a post-mortem to this incident.

Hearsay’s engineers have identified the root cause due to an influx of publishing content with large video files. We are in the process of expiring related content materials that may cause further publishing delays in Hearsay. Please note that all other social media platforms are working as expected. Thank you for your patience as we continue to work on this matter.

Hearsay's engineers are still investigating this incident where users are unable to publish content to LinkedIn. All other social media networks are fully operational. We will provide another update shortly and hope to resolve this as soon as possible.

Hearsay is currently experiencing an issue where social media posts are unable to publish to LinkedIn successfully. This has been raised to our engineering team to determine the root cause so we can implement a resolution. Please note that all other social media platforms are working as expected. Thank you for your patience as we investigate this matter.

This incident has been resolved.

Hearsay's engineers have confirmed that the Facebook and Instagram outage has been resolved. This issue began on Nov 7th at 5:15 am EST and ended on Nov 8th at 5:09 am EST. We will continue to monitor the situation. Hearsay will automatically resynchronize Facebook and Instagram for any activity not captured during this outage, and it will be routed through your supervision and alerting processes, including archiving. Facebook and Instagram posts scheduled during this outage through Hearsay will attempt to re-publish once functionality is restored. In the event that any content is not able to be republished once the connection is restored, please reach out to your Hearsay support representative for assistance at that time. We would like to express our sincere apologies for any inconvenience caused by the recent disruption. We greatly appreciate your patience and understanding.

Hearsay is still actively working with our partners at Meta to resolve this matter for both Facebook and Instagram. We greatly appreciate your patience and we will provide another update once we have more information.

Hearsay is currently experiencing a disruption of service with Meta beginning at approximately 2:15 AM PT today. This results in users being unable to connect their Facebook and Instagram accounts and publish content to Facebook and Instagram. Crawling Facebook and Instagram is temporarily unavailable, and if your organization logs into Hearsay via Facebook authentication rather than SSO, your users will be unable to log in to Hearsay. Please know that Hearsay's engineering leadership team has already begun working with Meta to solve this, as this is our top priority. And once this is resolved, Hearsay can backcrawl data to minimize any compliance risk for your organization. We truly apologize and will do our best to fix this quickly. Thank you for your patience and understanding.

**Timeline:** **Start Time:** 9/14/23 9:26 PM PT **End Time:** 9/18/23 3:30 PM PT **Customer Impact:** Hearsay's infrastructure used a cache service which became unavailable. Due to this, Hearsay's publishing and crawl services experienced latency issues and partial outage due to the inability to read and write to the cache at full capacity. This resulted in some posts only achieving a "Sent" state but did not get updated with the "Success" or "Failed" network response. Because of this, posts that went out successfully have been found by our crawlers and were saved incorrectly as native posts. Posts that failed to publish during this time were rescheduled and reposted. **Resolution:** Hearsay Engineering created a new cache cluster service, which allowed our service to be fully operational and resolved the issue. Crawling activities that used the same cache service previously were successfully crawled. **Future Improvements:** Additional monitoring will be implemented for this type of instance to ensure it's caught moving forward. This will help us spot any unusual patterns or issues early on so we can quickly fix them.

Hearsay Engineers have resolved the ongoing issue. We would like to express our sincere apologies for any inconvenience caused by the recent disruption. We will post a full post-mortem on the incident with additional details on the issue and how it can be avoided. We greatly appreciate your patience and understanding as we worked to resolve this issue.

Hearsay's engineers have identified the root cause and are working on restoring it. We will share another update shortly. Again, thank you for your patience while we resolve this matter for you.

Our engineers continue working diligently to identify the root cause and implement a solution. We are treating this as our top priority and will continue to provide updates on our progress as soon as we have more information.

We are continuing to research this matter where users are unable to publish content to Instagram. Hearsay's engineers are working hard to ensure they find the exact reason for this incident and implement the right solution. We greatly appreciate your patience, and we will continue to provide timely updates.

Hearsay is still investigating the root cause as to why users are unable to publish to Instagram. All other social media networks are fully operational. This remains our top priority and we will provide an update as soon as we have more information.

Hearsay is currently experiencing an incident where users may be unable to publish content from Hearsay to Instagram. Please note that all other social media networks are working as expected. We are prioritizing this matter and will resolve this as quickly as we can. Thank you for your patience as we work through this for you.

Our partner engineers at Twilio have confirmed that SMS/MMS delivery to Verizon and AT&T is fully restored. We truly apologize for this disruption, thank you so much for your patience and understanding.

SMS and MMS delivery to Verizon and AT&T networks continue to flow successfully. Twilio and Hearsay engineers are actively monitoring this issue. Thank you for your patience while we work on this.

Our partners at Twilio are confirming they observed successful SMS/MMS delivery to both Verizon and AT&T networks. We are both monitoring this progress and will provide another update shortly.

Hearsay users may experience an issue with sending messages via Relate, specifically to the Verizon and AT&T networks. Our partners at Twilio are aware of this and are working with their downstream partners to resolve this in a timely manner. We will provide more information once we hear back from Twilio. We apologize for any disruption, and thank you for your patience.

**Timeline:** Start Time: 09/06/23 01:40 PM PT End Time: 09/06/23 02:26 PM PT **Customer Impact:** Hearsay Engineering was performing a planned system upgrade when the system began to experience service issues due to a problem with the upgrade configuration. Some users experienced issues logging in, page errors, and failed API calls during this time. **Resolution:** Hearsay Engineering quickly responded to the incident and fixed the application by reverting to the last known healthy version of production. **Future Improvements:** Hearsay Engineering will add additional quality checks in our development test environments to better highlight this issue during future system upgrades.

Hearsay's engineers resolved the site error issue. Again, we truly apologize for this disruption and we will publish a post-mortem after we complete a full investigation. Thank you so much for your patience and understanding.

Our engineers are working diligently to identify the root cause and implement a solution. We are treating this as our top priority and will continue to provide updates on our progress as soon as we have more information.

Updating the component affected

Hearsay is currently experiencing an issue where our website throws an error page. We are treating this as our top priority and will provide an update shortly. We truly apologize for this disruption to your day, and thank you for your patience.

Hearsay has confirmed that our partners at Pantheon have resolved the ongoing issue and visitors will no longer see errors when landing on Hearsay Sites. We truly apologize for this matter and greatly appreciate your understanding and patience.

Hearsay has received confirmation from our partners at Pantheon that they deployed a fix and are seeing positive results. Please note that if you are still experiencing errors, your site should return online very soon. We will continue monitoring this over the next hour and provide another update confirming a full resolution.

Hearsay has identified this matter to a third-party vendor, Pantheon, our web host provider for our newest version of Sites. They confirmed that they are experiencing an issue, they have identified the root cause, and are working quickly on a resolution. When we hear back from our partners at Pantheon, we will provide another update here. Thank you for your patience.

Hearsay is currently experiencing an issue with our newest version of Sites. When landing on Hearsay Sites, you may see a 503 error page stating that the webpage could not load properly. Hearsay is currently investigating this matter and we are treating this as our top priority. We will provide frequent updates until this is fully resolved. We truly apologize for this matter and greatly appreciate your understanding and patience.

Timeline: Start Time: 08/16/2023 06:25 AM PT End Time: 8/16/2023 06:38 AM PT Customer Impact: Hearsay deployed a code update to production that resulted in Admins who don’t use Twitter, now operating as X, being unable to open the Social Publisher in the Suggested Posts Library or the campaign creation flow. Resolution: Hearsay Engineering swiftly reverted the deployment to restore the system to its previous stable state. This ensured that access to the Social Publisher and Campaign creation flow was quickly reinstated. Future Improvements: Hearsay Engineering has added rigorous testing steps to validate this type of scenario for future deployments. This, coupled with our existing monitoring systems and checks, will help us proactively address any latent problems before they impact customer experience.

**Timeline:** Start Time: 07/09/23 5:49 PM PT End Time: 07/11/23 8:06 AM PT **Customer Impact:** Users experienced difficulty with Twitter, now operating as X, specifically publishing posts and crawling failed during this timeframe. This incident was due to an outage at Twitter that impacted a number of their customer enterprise integrations. **Resolution:** Hearsay’s alerting system notified our engineers about the issue, which we promptly escalated to our developer partners at Twitter. After Twitter notified us that they fixed the issue on their side, Hearsay checked and confirmed that users were able to successfully publish to the platform via Hearsay. **Future Improvements:** Although the root cause was an internal outage at Twitter, we will continue to maintain our robust alerting system to catch similar issues in the future.

Hearsay’s engineers confirm that the Twitter content publishing issue is now resolved. We truly apologize for this disruption and will publish a post-mortem after completing a full investigation. Thank you so much for your patience and understanding.

Hearsay’s engineers confirm that the Twitter content publishing is now working properly. We are continuously testing and will monitor to confirm the fix. We sincerely apologize for any disruption to your business, and we will provide an update once we have more information.

Hearsay is continuing to investigate this matter where users cannot post content to Twitter and we are treating this as our top priority. We will continue to provide updates on this incident until it is fully resolved. Thank you so much for your patience.

Hearsay's engineers are investigating an issue where users cannot post content to Twitter. Rest assured, we are actively working on this matter and have contacted our partners at Twitter. It is important to note that all other social media networks are fully operational. We sincerely apologize for any disruption to your business, and we will provide an update once we have more information.

**Timeline:** Start Time: 07/11/2023 1:16 PM PT End Time: 07/11/2023 2:38 PM PT **Customer Impact:** A recent code deployment led to image-only posts failing to publish to LinkedIn for both scheduled and newly created posts. During this incident, users would have seen these failed posts in their Post Library under the “Published” tab as failed. **Resolution:** Hearsay’s engineers quickly reverted back to a previous version of our code base to ensure image-only posts publish successfully to LinkedIn. **Future Improvements:** Hearsay has already begun restructuring our automated alerting for errors. We are also creating more testing around this particular scenario to catch these instances before future production deployments.

Hearsay Engineers have resolved the ongoing issue with publishing image-only posts to Linkedin. We would like to express our sincere apologies for any inconvenience caused by the recent disruption. We will be posting a full post-mortem on the incident with additional details on the issue and how it can be avoided in the future. We greatly appreciate your patience and understanding as we worked to resolve this issue.

Hearsay continues actively investigating an issue where image-only posts fail to publish to Linkedin. Hearsay's engineers are actively looking into this matter and are treating this as our top priority. We truly apologize for any disruption and will provide an update shortly.

Hearsay is actively investigating an issue where image-only posts are failing to publish to Linkedin. Hearsay's engineers are actively looking into this matter and are treating this as our top priority. We truly apologize for any disruption and will provide an update shortly.

You can find the post-mortem for this incident [here](https://status.hearsaysystems.com/incidents/1zq09yhyk42z) as it was directly linked together.

Hearsay Engineers have resolved the ongoing issue with leads not getting automated texts. We would like to express our sincere apologies for any inconvenience caused by the recent disruption. We will be posting a full post-mortem on the incident with additional details on the issue and how it can be avoided in the future. We greatly appreciate your patience and understanding as we worked to resolve this issue.

Hearsay's engineers confirm that automated texts to leads are now going out. We are continuously testing and will monitor to confirm the fix. We sincerely apologize for any disruption to your business, and we will provide an update once we have more information.

Hearsay is actively investigating an issue where agents leads are not receiving automated texts. Hearsay's engineers are actively looking into this matter and are treating this as our top priority. We truly apologize for any disruption and will provide an update shortly.

**Timeline:** **Start Time:** 07/12/23 12:55 PM PT **End Time:** 07/12/23 2:49 PM PT **Customer Impact:** An increase in load caused a backup of requests and a delay in processing across Hearsay’s contacts management system, which resulted in automatic texts not being orchestrated for new leads as well as a larger time between saving a contact and being able to search for it. **Resolution:** Additional processing was rerouted to the increased load to assist in processing the delayed queue. During this time, no data loss occurred. **Future Improvements:** Our engineering team adjusted and added more safety checks and alerts to our system to ensure we are proactively notified.  Additionally, we are looking to fine-tune our autoscaling capabilities to automatically and dynamically handle a spike in load.

Hearsay Engineers have resolved the ongoing issue with contacts not saving. We would like to express our sincere apologies for any inconvenience caused by the recent disruption. We will be posting a full post-mortem on the incident with additional details on the issue and how it can be avoided in the future. We greatly appreciate your patience and understanding as we worked to resolve this issue.

Hearsay is actively investigating an issue where contacts are not being saved. Hearsay's engineers are actively looking into this matter and are treating this as our top priority. We truly apologize for any disruption and will provide an update shortly.

**Timeline:** **Start Time:** 07/07/23 8:30 AM PT **End Time:** 07/07/23 8:48 AM PT **Customer Impact:** A recent code deployment to Hearsay’s settings service caused an increase in load times, which resulted in users experiencing slowness on the Hearsay site or the webpage throwing an error message. **Resolution:** Hearsay’s engineers increased the capacity of the application to provide extra bandwidth to the settings service, which temporarily resolved the issue. After the incident was resolved, and with thorough testing, Hearsay’s engineers enabled caching for this service to prevent a future spike in calls and load times. **Future Improvements:** In addition to enabling caching, Hearsay will look into fine-tuning our automatic scaling to avoid similar instances in the future. Extra alerts will be added for the settings service, which will allow our engineers to react much faster in resolving these incidents if they should come up.

Hearsay's engineers resolved this matter regarding longer-than-expected load times and intermittent error messages. We will conduct a root cause analysis and once we have collected all the necessary information, we will add a post-mortem to this incident. Thank you for your patience and understanding as we worked to resolve this matter.

Hearsay is currently investigating a matter that we saw earlier today where some users may experience slower than usual load times on our website as well as potentially seeing an error page. We have already started reviewing this matter and we will provide an update shortly. We apologize for any inconvenience and thank you for your patience.

**Timeline:** **Start Time:** 07/07/23 6:23 AM PT **End Time:** 07/07/23 7:11 AM PT **Customer Impact:** A recent code deployment to Hearsay’s settings service caused an increase on load times, which resulted in users experiencing slowness on the Hearsay site or the webpage throwing an error message. **Resolution:** Hearsay’s engineers increased the capacity of the application to provide extra bandwidth to the settings service, which temporarily resolved the issue. After the incident was resolved, and with thorough testing, Hearsay’s engineers enabled caching for this service to prevent a future spike in calls and load times. **Future Improvements:** In addition to enabling caching, Hearsay will look into fine-tuning our automatic scaling to avoid similar instances in the future. Extra alerts will be added for the settings service, which will allow our engineers to react much faster in resolving these incidents if they should come up.

Hearsay's engineers discovered high load times and increased our bandwidth, which resulted in resolving this incident. We will conduct a formal root cause analysis and once we have collected all the necessary information, we will add a post-mortem to this incident. Thank you for your patience and understanding as we worked to resolve this matter.

Hearsay's engineers are still investigating this incident where the Hearsay site is slow to load and may throw an error page. We are working hard to determine the root cause and the proper solution. Another update will be provided to this incident shortly. Thank you so much for your patience.

Hearsay is currently investigating a matter where some users may experience slower than usual load times on our website as well as potentially seeing an error page. Hearsay's engineers have already begun looking into this matter and we will provide an update shortly. We apologize for any inconvenience and thank you for your patience.

**Timeline:** Start Time: 05/16/2023 8:38 AM PT End Time: 05/16/2023 11:21 AM PT **Customer Impact:** Due to a code deployment, some admins with the Creator Content role inside Hearsay were unable to use the Suggested Post Library page, and some admins were unable to create a new post when they had the correct privileges. **Resolution:** Engineers made updates to the Creator Content role to resolve this matter. This new code was reviewed and tested by several engineers to ensure we solve this edge case. **Future Improvements:** This edge case’s current behavior has been fully documented, which will allow Hearsay’s engineers to create automated tests to catch this before any future production deployments.

Hearsay's engineers deployed a fix to production and we are able to verify that this incident is fully resolved and the New Post button is appearing for the Content Creator role. We are committed to conducting a thorough investigation into this matter and will provide a post-mortem to this incident. Your patience during this process is genuinely valued, and we deeply apologize for any inconvenience this may have caused you. We extend our sincere gratitude for your understanding and cooperation. Thank you sincerely for your support.

Hearsay is fully engaged in deploying fixes for both scenarios, and we are making significant progress. This matter is still our top priority and we will share another update shortly. Your patience and understanding are immensely valued during this process, and we wholeheartedly appreciate your unwavering support throughout this process.

Hearsay's engineers continue to actively work on implementing a permanent solution for both cases, and we will update this incident very soon as we work through this. We greatly appreciate your patience and understanding.

Hearsay's engineers have identified the root cause for both issues regarding a missing New Post button and some users not seeing Suggested Posts. We will share another update shortly. Again, thank you for your patience while we resolve this matter for you.

Hearsay is currently investigating a matter relating to the New Post button not appearing, and for some users, not being able to see Suggested Posts. This is only affecting any Hearsay users who are assigned the Content Creator role. We truly apologize for this incident and our engineers are working hard to resolve this as this is our top priority. We will provide another update shortly, and thank you for your patience as we look into this.

**Timeline:** **Start Time:** 05/15/23 5:07 AM PT **End Time:** 05/15/23 8:10 AM PT **Customer Impact:** Hearsay deployed an update, as per the recommendation of LinkedIn’s developers, to add polling checks to obtain the status of any processing posts. This check would inform Hearsay’s users if their LinkedIn posts were successful or failed to publish. Implementing these additional checks caused Hearsay to hit our rate limit with LinkedIn, specifically for publishing videos via LinkedIn’s API. This resulted in Hearsay’s users being temporarily unable to publish videos to LinkedIn. **Resolution:** Our partners at LinkedIn reset our rate limit for the day, resulting in more bandwidth to publish videos successfully to LinkedIn. **Future Improvements:** Hearsay has already added a maximum number of attempts to the polling checks to prevent this from reoccurring. Additionally, Hearsay is actively working with LinkedIn to discuss our API usage to ensure we continue to have ample bandwidth.

Hearsay's engineers worked with LinkedIn to resolve this matter, resulting in videos successfully published to LinkedIn. We will investigate this matter further and provide a post-mortem to this incident. We sincerely appreciate your patience as we worked through this incident and we truly apologize for any disruption to your day. Thank you so much.

The incident regarding LinkedIn video posts is still under investigation and we are actively working on resolving it. Rest assured, all other publishing features on LinkedIn are fully operational, and users can still share videos on other social media platforms successfully. We understand that this situation can be frustrating, and we truly appreciate your patience as we navigate through this matter. We assure you that we are doing everything possible to resolve this issue as soon as possible and will keep you updated every step of the way. Thank you for your understanding.

This matter pertaining to LinkedIn video posts is still ongoing. All other publishing capabilities are still functional on LinkedIn, and video publishing is available on other social media platforms. Thank you so much for your patience while we resolve this matter for you.

This incident involving unsuccessful LinkedIn video posts remains open, and we are eagerly awaiting a response from our LinkedIn partners. It's important to mention that users can still publish videos to alternative social media platforms, while also being able to publish text and images on LinkedIn without any issues. We genuinely appreciate your patience as we continue to address this matter for you.

This matter regarding failed LinkedIn posts containing videos is still ongoing, and we are waiting to hear back from our partners at LinkedIn. Again, please note that users can still successfully publish videos to other social media platforms as well as text and images to LinkedIn. Thank you for your patience as we continue to work through this for you.

There's an incident where users are unable to publish videos to LinkedIn. This matter has already been escalated to LinkedIn, and we are actively monitoring this situation. Please note that users can still publish text and images to LinkedIn successfully as well as publish video to other social media platforms. We apologize for this disruption and will provide an update shortly.

**Timeline:** **Start Time:** 5/12/23 6:50 AM PT **End Time:** 5/12/23 7:45 AM PT **Customer Impact:** Hearsay deployed an update, as per the recommendation of LinkedIn’s developers, to add polling checks to obtain the status of any processing posts. This check would inform Hearsay’s users if their LinkedIn posts were successful or failed to publish. Implementing these additional checks caused Hearsay to hit our rate limit with LinkedIn, specifically for publishing images via LinkedIn’s API. This resulted in Hearsay’s users being temporarily unable to publish images to LinkedIn. **Resolution:** Hearsay’s engineers reverted the deployment, which removed the additional checks. Additionally, LinkedIn’s rate limit is on a rolling 24 hours, meaning we could provide a faster turnaround on a resolution. **Future Improvements:** Hearsay has already added a maximum number of attempts to the polling checks to prevent this from reoccurring. Additionally, Hearsay is actively working with LinkedIn to discuss our API usage to ensure we continue to have ample bandwidth.

After monitoring this incident for the past hour, we are continuing to see successful images published to LinkedIn. Hearsay's engineers will investigate this matter further and provide a post-mortem to this incident. We greatly appreciate your patience as we worked through this matter and sincerely apologize for any disruption to your day.

Hearsay is continuing to see images successfully published to LinkedIn. We will continue to monitor this over the next 30 minutes and provide an update to confirm if this incident is fully resolved. Thank you for your patience.

Hearsay has begun to see images successfully published to LinkedIn. We will continue monitoring the progress to ensure everything works as expected. An update will be published shortly with a confirmation. We greatly appreciate your patience while we work through this incident.

This matter regarding failed LinkedIn posts containing images is still active, and we are waiting to hear back from our partners at LinkedIn. Again, please note that users can still successfully publish images to other social media platforms as well as text and videos to LinkedIn. Thank you so much for your patience as we continue to work through this for you.

There's an incident where users are unable to publish images to LinkedIn. This matter has already been escalated to LinkedIn, and we are actively monitoring this situation. Please note that users can still publish text and videos to LinkedIn successfully as well as publish images to other social media platforms. We apologize for this disruption and will provide an update shortly.