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Maintenance
Scheduled Maintenance
On Wednesday, November 6, 2024, at 7PM EST (November 7, 2024 12:00am UTC), the certificate for the *.goacoustic.com domain will be replaced with an updated certificate.

Most Acoustic customers will not need to take any action.

Customers who store a copy of our certificate for validation purposes when using Acoustic Campaign (via the user interface, API, or SFTP) will need to have their IT teams install the new certificate to ensure uninterrupted access to the platform.

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Who does this change impact?
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**Most Acoustic customers will not need to take any action**

Customers accessing the Acoustic Campaign UI through a browser do not need to make any changes because browsers will pick up new certificates automatically.

Important: If your Acoustic Campaign is integrated with HCL Campaign, additional action may be required within HCL Campaign to ensure the correct certificates are installed to enable the integration to work seamlessly. Please reach out to HCL support for any additional assistance.

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What should I do now?
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Since client-side certificate validation typically occurs outside Acoustic's IT infrastructure, it is not possible for Acoustic Campaign to determine which security protocols are enforced by each organization that accesses Acoustic Campaign. If there are concerns regarding which changes are necessary in your organization, we encourage you to reach out to your IT team.

If you would like to obtain a copy of the new certificate chain, you can download the updated certificate at our Help Center: https://help.goacoustic.com/hc/en-us/articles/38737610989081-goacoustic-com-SSL-certificate-update-for-2025

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If you have any additional questions, our support team is here to help: https://support.goacoustic.com/

Posted on Oct 14, 2024 - 16:15 EDT
Scheduled Campaign Maintenance Pod 6 Nov 9, 2024 18:00-20:00 EST
POD 6 will be undergoing a scheduled maintenance on November 9, 2024 at 6:00pm EST (11:00pm UTC) for 2 hours.

Users may experience downtime or inability to access Campaign during this window. This is considered a Yellow Maintenance. Additional details about what to expect during Yellow Maintenance periods can be found here: https://help.goacoustic.com/hc/en-us/articles/360049337293-Scheduled-maintenance-and-downtime

Please contact support if you have any additional questions.

Posted on Nov 01, 2024 - 13:13 EDT
Scheduled Campaign Maintenance Pods 3, 5 Nov 10, 2024 00:00-04:00 EST
PODs 3 and 5 will be undergoing a scheduled maintenance on November 10 at 12:00am EST (5:00 am UTC) for 4 hours.

Users may experience downtime or inability to access Campaign during this window. This is considered a Yellow Maintenance. Additional details about what to expect during Yellow Maintenance periods can be found here: https://help.goacoustic.com/hc/en-us/articles/360049337293-Scheduled-maintenance-and-downtime

Please contact support if you have any additional questions.

Posted on Nov 01, 2024 - 13:09 EDT
Past Incidents
Nov 6, 2024

No incidents reported today.

Nov 5, 2024

No incidents reported.

Nov 4, 2024

No incidents reported.

Nov 3, 2024

No incidents reported.

Nov 2, 2024

No incidents reported.

Nov 1, 2024

No incidents reported.

Oct 31, 2024
Completed - The scheduled maintenance has been completed.
Oct 31, 12:53 EDT
Scheduled - Acoustic-managed Custom Applications & Integrations (CIS) will undergo a 2-hour maintenance on October 28th at 2:00 PM EDT (6:00 PM UTC). Acoustic will be making networking infrastructure upgrades.

This change affects CIS-hosted web applications only and will not be associated with any application downtime; however, if you are accessing your CIS-hosted web applications programmatically, you may need to take the following actions:

If you currently whitelist CIS-hosted web application IP addresses via your firewall, you will need to add new IP addresses before the maintenance to avoid service interruption to these applications. Please see this article for additional details: https://help.goacoustic.com/hc/en-us/articles/35981992286233-2024-Firewall-whitelisting-IPs

Please be aware that after this network maintenance, the supported cipher suites will change entirely. Modern networking libraries should automatically negotiate the new ciphers, but older or outdated libraries may fail to connect. We recommend verifying that your applications use up-to-date libraries compatible with the new cipher suites. You can find more information about this change here:
https://help.goacoustic.com/hc/en-us/articles/37950747887513-Network-maintenance-changes-2024

If you have any questions about this upcoming maintenance or encounter any issues with your CIS-hosted web applications post-migration, please visit our support portal at https://support.goacoustic.com for assistance.

Start time: 10.28.2024, 2:00 PM EDT
Estimated duration: 2 hours

Oct 23, 13:13 EDT
Oct 30, 2024

No incidents reported.

Oct 29, 2024
Resolved - Our team has resolved this issue regarding Snapshots created from replay and all services are now responding normally.

Customer impact:
Snapshot capture is now working as expected. Should you experience any issues pleas reach out to support.

We apologize for any inconvenience you may have experienced due to this issue.

Oct 29, 13:40 EDT
Investigating - We are currently investigating an incident with the Snapshot creation feature of Acoustic Experience Analytics in US-1, US-2 and EU-1 and will follow-up with more information soon.

Customer Experience
Snapshots taken from Replay may appear blank or distorted. Please alternatively use the tool from the Snapshot Gallery or our browser plugins while we resolve this issue.

We apologize for any inconvenience you are experiencing.

Oct 29, 10:20 EDT
Oct 28, 2024

No incidents reported.

Oct 27, 2024

No incidents reported.

Oct 26, 2024

No incidents reported.

Oct 25, 2024

No incidents reported.

Oct 24, 2024

No incidents reported.

Oct 23, 2024

No incidents reported.