Our support ticketing system vendor, Zendesk, experienced operational issues today that impacted the email and phone contact channels for Canvas support:
- Our phone lines were unavailable for about 30 minutes, from 10:30 AM to 11:00 AM Mountain Time. Callers who tried one of our numbers during this period heard perpetual ringing; no error message was given.
- Emails were delayed for about two hours, from 10:30 AM to 12:30 PM Mountain Time. All emails were received after the problem was resolved. Users who sent us emails during this period didn't receive responses as quickly as we like to respond.
Our live chat and webform (Canvas help menu) contact channels worked fine throughout this period. We apologize to those of you who tried to reach us by phone or email this morning. We're working with Zendesk to learn what happened and what they will do to mitigate future risk of a similar problem.