Systems Incidents

Updated: April 29, 2022 7:42 am

02.08.2022: Multiple emails are sent to Cobuilder FREE users

Dear customers,

Cobuilder Support has been receiving many inquiries from FREE users. They have been receiving emails regarding orders delivered in Cobuilder FREE. The email is legit, but looks like a spam/phishing email. Email subject: Delivery documentation has been received. The amount of emails increased after 10/08/2022. Engineering is working on a new email template.

Event Start: 02/08/2022
Event End: 11/08/2022
Affected Customers: Cobuilder FREE users
Reproducibility: always

27.07.2022: Login to goBIM not possible, documents in Collaborate did not load

Dear customers,

On 27/07/2022 from 10:16 CET until 11:05 CET login to the goBIM platform was not possible for a total downtime of 49 minutes. Documents connected to products in Collaborate did not load either. The issue was caused by updates in Azure security, a couple of internal legacy services (goBim and Collaborate still depend on) had to be reconfigured, so they can still connect to our Key Vaults in Azure and extract their sensitive configurations from there.

Event Start: discovered 27/07/2022, 10:16 CET
Event End: 27/07/2022, 11:05
Duration: 00h 49min
Affected Customers: goBIM, Collaborate
Reproducibility: always
Internal tracking:

21.07.2022: Multiple systems have problems loading

Dear customers,

On 21/07/2022 at 07:21 CET, it was discovered that multiple systems have problems loading for a total downtime of 1 hour and 2 minutes. The downtime during business hours was 23 minutes. Products on projects in Collaborate were not loading. When users log in to goBIM, they got returned to the main page. There was also an issue with Define. Engineering found that the cause was connectivity issue with Microsoft Azure. The platforms are now functioning as they should. Microsoft have not confirmed the issue yet.

Event Start: discovered 21/07/2022, 07:21 CET
Event End: 21/07/2022, 08:23 CET
Duration: 01h 02min
Affected Customers: goBIM, Collaborate, Define
Reproducibility: always
Internal tracking:

17.06.2022: Log in to goBIM

Dear customers,

On 17.06.2022, login to goBIM was not possible from 07:52 to 08:03 CET for a total downtime of 11 minutes. The user was stuck in an infinite login loop.

After restarting the CRM API Registration service, login started working again.

Event Start: discovered 07:52 CET
Event End: 08:03 CET
Duration: 11 minutes
Affected Customers: goBIM
Reproducibility: always
Internal tracking:

05.05.2022: Log in to goBIM

Dear customers,

On 05.05.2022, from 07:52 CET until 08:58 CET, goBIM didn’t load for a total downtime of 01h 06min. Login to goBIM was not possible, users were caught in a login loop.

The problem appeared in the connection to the internal Login service which keeps the customer credentials. Restoring the connection fixed the problem.

Event Start: discovered 07:52 CET
Event End: 08:58 CET
Duration: 1 hour 6 minutes
Affected Customers: goBIM
Reproducibility: always
Internal tracking: task 144848

01.03.2022: Log in to Cobuilder platform

Dear customers,

On 01.03.2022 between 14:21 and 14:41 CET we experienced an issue where the login page couldn’t load (20min). All users of the platform were affected. Login to the page is possible now.

Event Start: discovered 14:21 CET
Event End: 14:41 CET
Duration: 20 minutes
Affected Customers: all platform users
Reproducibility: always
Internal tracking: task 140280

Service Requests

In support of services outlined in the Service Level Agreement, Cobuilder will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

  1. Two (2) hour (during business hours) for issues classified as Critical.
  2. Eight (8) hours (during business hours) for issues classified as High
  3. Three (3) business days (during business hours) for issues classified as Medium
  4. Three (3) business days (during business hours) for a general service Request.