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Kony Cloud status
Current status and incident report

Quantum V9 SP2 Release

Maintenance window: January 18, 2021 00:01 to 04:00
The maintenance window start and end times are local to the region in which your Clouds are hosted. If you are unsure where your Clouds are hosted, you can hover over a Cloud Name in the Manage Clouds page of the Cloud Management Console and the region will be displayed.
Impacted Cloud services:
  • Fabric Integration Server

    • A new adapter added for integration with Red Hat Process Automation Manager. Using the new adapter users can invoke and explore Rules, Process and Cases defined in their Red Hat Process Automation Manager Instance

    • Open API adapter is enhanced to support OpenAPI 3.0 files. Users can now import their OpenAPI 3.0 files to create services in Fabric

    • Support for triggering Workflows by raising Fabric events is added

    • Support for Signal Events (Signal Start, Catch Signal, Throw Signal) is added in Fabric Workflow which enables users to pause and restore the workflows

    • Support for retrying a failed service tasks from admin console is added

    • Workflow Audit History view in Admin Console is enhanced for better traceability of tasks

  • Cloud Management Console

    • Application Publish Enhancements

      • Incremental Application publish support is added to significantly reduce the publish time after the first publish of an application
      • New reconfiguration option added to skip swagger generation steps during publish
      • Improved error messaging in case of publish failures
      • Quick feedback to the user in case the server is busy with other application publish
    • New deployment package is introduced which can be downloaded from snapshot package of an environment and promoted to another environment without being impacted by the development changes in Console

    • A new simplified format of reconfiguration file is supported to better editing support

    • Support for RedHat PAM is added

    • Support for importing OpenAPI 3.0 files in existing OpenAPI adapter

    • Support for multiple enterprise logins

  • Fabric Identity

    • OAuth 2.0 identity providers enhancements

      • Support added for Proof Key for Code Exchange (PKCE) in Authorization code flow
      • Refresh Token Grant Type support is added for oAuth Providers
    • Console Access control is added for identity services

  • Engagement

    • Support for the provisioning of the single tenant engagement server


Impact Level : minor

Minor downtime is possible for the impacted Cloud services while this maintenance is being performed. The scheduled maintenance is designed to mitigate disruptions to service availability and performance for the impacted Cloud services. However, it is possible for the impacted Cloud services to be unavailable and/or performance degraded for a short period of time during the maintenance window. Note that no changes are being applied for other Cloud services outside of the list of impacted services above and no service availability or performance disruption is expected for other Cloud services.

Intermittent Service Degradation for the Management Console

Incident window: January 8, 2020 18:00 to 20:37 UTC
The maintenance window start and end times are local to the region in which your Clouds are hosted. If you are unsure where your Clouds are hosted, you can hover over a Cloud Name in the Manage Clouds page of the Cloud Management Console and the region will be displayed.
Impacted Cloud services:
  • Cloud Management Console


    Impact Level : medium

    We’re experiencing performance degradation for manage.kony.com. This should not affect any runtime environments. Engineering is looking into the incident.

    Cloud Management Console - Performance Degradation

    Incident window: December 9, 2020 17:00 UTC to December 10, 2020, 02:20 UTC
    The maintenance window start and end times are local to the region in which your Clouds are hosted. If you are unsure where your Clouds are hosted, you can hover over a Cloud Name in the Manage Clouds page of the Cloud Management Console and the region will be displayed.
    Impacted Cloud services:
    • Cloud Management Console

      • Access to management console impacted


    Impact Level : medium

    We’re experiencing performance degradation for manage.kony.com. This should not affect any runtime environments. Engineering is looking into the incident.

    [2020-12-09 17:52 UTC] Resolved Issue identified and performance restored.

    [2020-12-10 00:45 UTC] Performance degradation observed. Engineering team has restored performance.

    [2020-12-10 02:20 UTC] The root cause has been identified and engineering has implemented the fix.

    Cloud Management Console - Performance Degradation

    Incident window: November 23, 2020 20:00 to 23:40 UTC
    Impacted Cloud services:
    • Cloud Management Console

      • Access to management console impacted


    Impact Level : medium

    We’re experiencing performance degradation for manage.kony.com. This should not affect any runtime environments. Engineering is looking into the incident.

    [2020-11-23 23:40 UTC] Resolved Issue identified and performance restored.

    Cloud SSL Certificate Updates

    Maintenance window: November 14, 2020 08:01 UTC to November 15, 2020 00:01 UTC
    Impacted Cloud services:
    • Cloud SSL certificates for Identity services (.auth.konycloud.com), Engagement services (.messaging.konycloud.com), App services (.konycloud.com), and Sync services (.sync.konycloud.com)

      • ⚠️ Note: If you have not pinned Kony certificates in your application, no application updates will be necessary. Customers that have pinned SSL certificates will need to download the new certificates, rebuild the applications, including both the old and new certificates, and publish the updated binaries to the various app stores. Your applications should be published before Kony updates the certificates on the cloud servers or customers will no longer be able to connect. New certificates can be found on the Kony Cloud Certificate Preview page. The new certificates can also be downloaded by executing the following commands:

        • Identity: openssl s_client -showcerts -connect konycertificatepreview.auth.konycloud.com:443

        • Engagement: openssl s_client -showcerts -connect konycertificatepreview.messaging.konycloud.com:7443

        • App: openssl s_client -showcerts -connect konycertificatepreview.konycloud.com:8443

        • Sync: openssl s_client -showcerts -connect konycertificatepreview.sync.konycloud.com:9443

      • Customers who have pinned the public key instead of the full certificate (which we strongly recommend and was made available in V8 SP4) may not be required to update their applications. The updated certificates will have the same public keys as the existing certificates.

        • If necessary, you can submit your applications for expedited approval (e.g., Apple has an expedited approval process for critical bugs, or in this case, pinned certificates).


          Impact Level : high

          Customer applications that have pinned SSL certificates will need to be updated as described above prior to this maintenance window. Customer applications that have not pinned SSL certificates will not be affected and will experience no service disruptions during this maintenance window.

          Please refer to our documentation for how to pin the public key of a certificate (which we strongly recommend and was made available in V8 SP4) or how to pin an SSL certificate in your apps (deprecated).

          [2020-11-14] 17:45 UTC] Resolved Infrastructure certificates rotation has completed. We have verified the SSL certs on all affected multi-tenant services in all regions.

          Identity maintenance

          Maintenance window: November 14, 2020 00:01 to 04:00
          The maintenance window start and end times are local to the region in which your Clouds are hosted. If you are unsure where your Clouds are hosted, you can hover over a Cloud Name in the Manage Clouds page of the Cloud Management Console and the region will be displayed.
          Impacted Cloud services:
          • Identity

            • Fixed issue where revoke URL is not getting auto-generated for OKTA identity service

            • Added grant type ‘refresh_token’ support to OAuth identity provider


          Impact Level : minor

          No downtime is expected for the impacted Cloud services while this maintenance is being performed. The scheduled maintenance is designed to mitigate disruptions to service availability and performance for the impacted Cloud services. However, it is possible for the impacted Cloud services to be unavailable and/or performance degraded for a short period of time during the maintenance window. Note that no changes are being applied for other Cloud services outside of the list of impacted services above and no service availability or performance disruption is expected for other Cloud services.

          Reporting Services - Significant performance degradation and unavailability

          Incident window: October 25, 2020 00:01 UTC to November 11, 2020 00:01 UTC
          Impacted Cloud services:
          • Reporting Services


            Impact Level : high

            Reporting services performance is significantly degraded as analytics ingestion is encountering issues.

            We are working to recover the services and will provide an ETA as soon as possible.

            Data from the 19th onward may not be available yet. No analytics data was lost during the incident window and should be reflected in newly generated reports.

            [2020-10-29 00:20 UTC] We are currently recovering the reporting system and have approximately 750M messages to process. We are able to ingest about 150,000 messages/minute, but this includes new data in addition to the backlog. At present we estimate about six more days before we might catch up to normal ingestion latency.

            [2020-11-09 16:00 UTC] We are approximately 1 day behind in processing queued messages, with the backlog down to under 70M messages.

            [2020-11-11 19:45 UTC] Resolved. All queued messages have been processed.

            Multi-Tenant Integration Server Hotfix

            Maintenance window: September 21, 2020 00:01 to 04:00
            The maintenance window start and end times are local to the region in which your Clouds are hosted. If you are unsure where your Clouds are hosted, you can hover over a Cloud Name in the Manage Clouds page of the Cloud Management Console and the region will be displayed.
            Impacted Cloud services:
            • Integration

              • Improperly escaped queries that were causing SQL execptions within Fabric’s MSSQL calls have been corrected.

              • ⚠️ Any existing Clouds containing dedicated (i.e., single-tenant) Kony Integration Server runtime environments will not be affected during the maintenance window (i.e., will not be automatically upgraded). If you wish to upgrade, please open a support case, specifying your Cloud(s), desired version (V8 SP4 FP3 HF7), and desired maintenance window (day, time, and timezone) when we can apply the upgrade. Existing Clouds containing shared (i.e., multi-tenant) Kony Integration Server runtime environments (e.g., AppPlatform Gold & Platinum tiers (excluding Platinum Plus), free Fabric services) will be automatically upgraded during the maintenance window.


            Impact Level : minor

            Minor downtime is possible for the impacted Cloud services while this maintenance is being performed. The scheduled maintenance is designed to mitigate disruptions to service availability and performance for the impacted Cloud services. However, it is possible for the impacted Cloud services to be unavailable and/or performance degraded for a short period of time during the maintenance window. Note that no changes are being applied for other Cloud services outside of the list of impacted services above and no service availability or performance disruption is expected for other Cloud services.

            Identity Services Hotfix

            Maintenance window: September 7, 2020 00:01 to 04:00
            The maintenance window start and end times are local to the region in which your Clouds are hosted. If you are unsure where your Clouds are hosted, you can hover over a Cloud Name in the Manage Clouds page of the Cloud Management Console and the region will be displayed.
            Impacted Cloud services:
            • Identity

              • With MFA enabled, the claims token generated by MFA enabled Identity services mat not work for subsequent service calls. Service calls are failing with a “Not a trusted token error” message. In the case of (custom and MFA) providers, when refresh tokens (generated with MFA) are used, the Identity system was not copying the user_id from the previous claims token to the newly generated claims token. Applications that were not referencing the user_profile, but rather the token for user attributes, might fail.

              • The Quantum Identity team identified a corner case where a token is getting refreshed but the system is not restoring the profile attributes from the older claims token to the newly generated claims token. This happens only when the user is active throughout the idle timeout duration. The best practice is to fetch certain attributes from the user profile. This fix will replicate profile attributes to the newly generated claims token.


            Impact Level : minor

            Minor downtime is possible for the impacted Cloud services while this maintenance is being performed. The scheduled maintenance is designed to mitigate disruptions to service availability and performance for the impacted Cloud services. However, it is possible for the impacted Cloud services to be unavailable and/or performance degraded for a short period of time during the maintenance window. Note that no changes are being applied for other Cloud services outside of the list of impacted services above and no service availability or performance disruption is expected for other Cloud services.