For system issue impacting a wide audience, does SmartSheet Support send out communication?

Shirley Romero

We had a system issue yesterday and it took over 4 hours to get an email response from Customer Service on the ticket I opened with a link on a widespread issue. Is there an escalation process? There are no tags for 'Urgent' that can be used on the ticket comments/responses.

RebSchr

They actually have a system status page that you can subscribe to the notifications. I get both emails and text messages. They updated it every 30-60 minutes yesterday.

https://status.smartsheet.com/

The issue was widespread and impacted everyone. Hopefully this helps!

Rebekah

Genevieve P.

Hi @Shirley Romero

Smartsheet has a Status Page where you can subscribe to receive immediate alerts when there's an issue occurring site-wide: https://status.smartsheet.com/

Here's a link to the specific incident report with time-stamps from yesterday.

Cheers,

Genevieve

Genevieve P.

Hi @Shirley Romero

If you would like a root cause analysis, please keep following-up with your open Support ticket and they will be able to provide this for you once it's available. Some other customers reported a delay in notifications and forms as well while the service recovered (but that was a delay, versus workflows becoming inactive).

Depending on what you have included in your plan, you may have access to a Support phone number if you need to get in touch immediately (see: Overview of Smartsheet support hours and resources).

I hope that helps!

Genevieve

RebSchr

They actually have a system status page that you can subscribe to the notifications. I get both emails and text messages. They updated it every 30-60 minutes yesterday.

https://status.smartsheet.com/

The issue was widespread and impacted everyone. Hopefully this helps!

Rebekah

Genevieve P.

Hi @Shirley Romero

Smartsheet has a Status Page where you can subscribe to receive immediate alerts when there's an issue occurring site-wide: https://status.smartsheet.com/

Here's a link to the specific incident report with time-stamps from yesterday.

Cheers,

Genevieve

Shirley Romero

thank you @Genevieve P. We had residual impact because of this incident. Several workflows became inactive or unable to run. the link specific to this incident stated it was resolved but did not provide the impact or the root cause. We need to know why the system inactivated our workflow. I sent a follow-up email on my ticket yesterday after and I have not received a response. Do you know how I can tag responses urgent on tickets? Much appreciated - Shirley

Genevieve P.

Hi @Shirley Romero

If you would like a root cause analysis, please keep following-up with your open Support ticket and they will be able to provide this for you once it's available. Some other customers reported a delay in notifications and forms as well while the service recovered (but that was a delay, versus workflows becoming inactive).

Depending on what you have included in your plan, you may have access to a Support phone number if you need to get in touch immediately (see: Overview of Smartsheet support hours and resources).

I hope that helps!

Genevieve