Firstup Status

Firstup Platform Status

Some services remain degraded including Insights reporting and intermittent image loading on Web Experience

Update - Insights reporting on the Firstup US1 region have now been restored and are fully operational. We will continue to keep all impacted services under monitoring for stability and functionality.
Oct 20, 2025 - 21:50 UTC

Update - Insights reporting on Firstup's US1 region remain unavailable while Amazon rebuilds the AWS Redshift data store that it relies on. We have received a number of progress updates from AWS throughout the day, but no firm commitment thus far of service restoration. All other Firstup services remain fully operational.
Oct 20, 2025 - 21:28 UTC

Update - We are continuing to monitor for any further issues.
Oct 20, 2025 - 21:19 UTC

Monitoring - We are observing substantial improvements in error rates platform wide. Moving incident to Monitoring status and Studio and Web Experience to fully operational. We have separate work streams for Insights, and web experience images intermittently not displaying.
Oct 20, 2025 - 18:20 UTC

Update - We are continuing to observe a low level of errors and intermittent network connectivity drops within the AWS cloud infrastructure. Service tuning on our side has been insufficient at times to handle the level of degredation we are observing with the underlying infrastructure. The following impact is being observed:
* Web Experience - intermittent 502 Gateway Errors, blank white screen, errors loading content feed
* Image transformation - some images are not displaying correctly and placeholders are being shown instead
* User sync - we are reaching out directly to Customers we feel the user file upload may have failed while AWS S3 service wasn't available
* Videos - AWS transcoding service appears to still be which is impacting video uploads
* Studio performance and availability degraded due to AWS backend network connectivity problems
Oct 20, 2025 - 17:46 UTC

Update - We are continuing to investigate this issue.
Oct 20, 2025 - 15:47 UTC

Update - AWS are still investigating the issue impacting Insights. There is also an issue impacting the display of some images on Web Experience and Campaigns sent, this is also third party caused and related to the AWS issue.
Oct 20, 2025 - 15:24 UTC

Update - It has been confirmed that this is a residual issue from the AWS issue earlier and Engineering are working with AWS to resolve. It is not only Firstup impacted by this residual issue, Studio/ Web Experience and Mobile channels all remain available.
Oct 20, 2025 - 14:26 UTC

Update - We are working with AWS to restore service to the Insights Reports. Initial investigation is pointing to a residual issue from the earlier Third Party issue with AWS.
Oct 20, 2025 - 13:37 UTC

Investigating - We are currently investigating an issue where Studio Insights Reports are not available on the Firstup US platform. Updates to follow asap.
Oct 20, 2025 - 13:18 UTC

Web Experience is unavailable

Monitoring - A fix has been implemented and we are monitoring the results.
Oct 20, 2025 - 16:38 UTC

Investigating - Moving back to phase I (unmitigated). Web Experience channel is frequently displaying a blank page followed by a 502 Gateway Error.
Oct 20, 2025 - 16:37 UTC

Update - Residual slowness has been fully addressed and all components are now fully operational. Root cause ascertained, and impact has been fully mitigated. Risk of a recurrence is very low, but additional investigation is required for full resolution. This incident will remain in a monitoring status until that investigation and a recurrence prevention plan is committed, at which time an RCA (Root Cause Assessment) will be published.
Oct 10, 2025 - 17:40 UTC

Update - All services have been restored and are fully operational. We will continue to monitor the impacted services.
Oct 10, 2025 - 17:39 UTC

Update - We continue to monitor for any further issues.
Oct 10, 2025 - 16:48 UTC

Monitoring - A fix has been implemented and we are monitoring the results.
Oct 10, 2025 - 13:48 UTC

Update - We are continuing to work on a fix for this issue.
Oct 10, 2025 - 13:28 UTC

Identified - Web Experience is available and the load times have improved - we are continuing to monitor.
Oct 10, 2025 - 13:22 UTC

Update - Work is continuing to fully restore service, improvements have been seen with Web Experience loading however it is still slow to load for some customers.
Oct 10, 2025 - 12:58 UTC

Update - EU customers are not impacted. Investigation is continuing.
Oct 10, 2025 - 12:31 UTC

Investigating - We are currently investigating a new platform incident impacting the web experience channel for some users. A 'oops something went wrong' error is being displayed on some programs. Updates to follow asap.
Oct 10, 2025 - 12:27 UTC

Uptime over the past 90 days. View historical uptime.

Platforms Operational

90 days ago

99.86 % uptime

Today

US Firstup Platform Operational

90 days ago

99.73 % uptime

Today

EU Firstup Platform Operational

90 days ago

99.99 % uptime

Today

Products Operational

90 days ago

99.85 % uptime

Today

Campaign Delivery Operational

90 days ago

99.91 % uptime

Today

Creator Studio Operational

90 days ago

99.82 % uptime

Today

Classic Studio Operational

90 days ago

99.9 % uptime

Today

Web Experience Operational

90 days ago

99.78 % uptime

Today

Mobile Experience Operational

90 days ago

99.91 % uptime

Today

Microapps Operational

90 days ago

99.91 % uptime

Today

Insights Operational

90 days ago

99.76 % uptime

Today

3rd-Party Dependencies Operational

90 days ago

100.0 % uptime

Today

Image Transformation API Operational

SendGrid API v3 Operational

90 days ago

100.0 % uptime

Today

Identity Access Management Operational

90 days ago

100.0 % uptime

Today

Zoom Zoom Virtual Agent Operational

Ecosystem Operational

90 days ago

100.0 % uptime

Today

User Sync Operational

90 days ago

100.0 % uptime

Today

Integrations Operational

90 days ago

100.0 % uptime

Today

Partner API Operational

90 days ago

100.0 % uptime

Today

Connect Operational

90 days ago

100.0 % uptime

Today

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Past Incidents

Oct 20, 2025

Scheduled Infrastructure Update - October 21st, 2025 17:00-20:00 PT / October 22nd, 2025 00:00 - 03:00 UTC (3 hours)

Completed - Due to AWS instability today, we will not be moving forward with the planned infrastructure maintenance.
Oct 20, 17:36 UTC

Scheduled - In order to provide you with the best service possible, we are planning to update and apply relevant patches to our platform infrastructure. We do not expect any platform outages, but there may be periods of slightly increased latency in accessing services on our platform.

If there are any changes to the timing or expected impact, they will be updated in this maintenance post up to and during the maintenance itself.
Oct 7, 21:13 UTC

Third Party Service AWS issue causing Studio and Web Experience to be unavailable

Resolved - Checkouts complete and no further reports from AWS in relation to any downtime expected. Root Cause Analysis will be published when provided by AWS.
Oct 20, 12:07 UTC

Update - Services are returning to normal after the latest update provided by AWS. Both Studio and Web Experience and all other channels are available. We are performing checkouts on all services. StatusPage will be set to Monitoring until AWS advises this issue has been fully resolved.
Oct 20, 09:37 UTC

Update - Update provided by AWS:

We have applied initial mitigations and we are observing early signs of recovery for some impacted AWS Services. During this time, requests may continue to fail as we work toward full resolution. We recommend customers retry failed requests. While requests begin succeeding, there may be additional latency and some services will have a backlog of work to work through, which may take additional time to fully process. We will continue to provide updates as we have more information to share, or by 3:15 AM.
Oct 20, 09:33 UTC

Identified - Update from AWS
Oct 20 2:01 AM PDT We have identified a potential root cause for error rates.... Based on our investigation, the issue appears to be related to DNS resolution of the DynamoDB API endpoint in US-EAST-1. We are working on multiple parallel paths to accelerate recovery.... We will continue to provide updates as we have more information to share, or by 2:45 AM.
Oct 20, 09:07 UTC

Update - Update provided by AWS:
We can confirm increased error rates and latencies for multiple AWS Services in the US. This issue may also be affecting Case Creation through the AWS Support Center or the Support API. We are actively engaged and working to both mitigate the issue and understand root cause. We will provide an update in 45 minutes, or sooner if we have additional information to share.
Oct 20, 07:57 UTC

Investigating - Both Web Experience and Studio are currently down for US customers, EU Web Experience and Studio are available. The issue is linked to a broader AWS outage impacting US customers. We have reached out to AWS for updates.
Oct 20, 07:44 UTC

Oct 19, 2025

No incidents reported.

Oct 18, 2025

No incidents reported.

Oct 17, 2025

No incidents reported.

Oct 16, 2025

No incidents reported.

Oct 15, 2025

Scheduled Software Release - October 14th, 2025 17:00-20:00 PT / October 15th, 2025 00:00 - 03:00 UTC (3 hours)

Completed - The scheduled maintenance has been completed.
Oct 15, 03:00 UTC

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 15, 00:00 UTC

Scheduled - In order to provide you with the best service possible, we are planning a consolidated product software release, which may result in some functions being intermittently unavailable. There is no significant downtime expected.

This software release includes a number of bug fixes as well as software changes.

If there are any changes to the timing or expected impact, they will be updated in this maintenance post up to and during the maintenance itself.
Sep 30, 16:09 UTC

Oct 14, 2025

No incidents reported.

Oct 13, 2025

Platform Service Unavailable - Insights Reports

Resolved - This incident is now resolved, and all impacted services have remained available and fully operational. A Root Cause Assessment will be provided here once a postmortem review of this incident is concluded.
Oct 13, 15:58 UTC

Monitoring - We have mitigated this incident, and Insights Reports on the Firstup US platform are now available. A screen refresh may be required to load the reports.

We will be placing the impacted components under monitoring for now.
Oct 9, 18:05 UTC

Investigating - We are currently investigating an issue where Studio Insights Reports are not available on the Firstup US platform.

We will provide you with an update within 1 hour.
Oct 9, 17:29 UTC

Oct 12, 2025

No incidents reported.

Oct 11, 2025

No incidents reported.

Oct 10, 2025

Oct 9, 2025

Oct 8, 2025

No incidents reported.

Oct 7, 2025

No incidents reported.

Oct 6, 2025

No incidents reported.

Related

Past Incidents