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Kony Cloud status
Current status and incident report

Cloud Management Console, Engagement Services, and Identity Services Releases

Maintenance window: August 19, 2019 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:
  • Cloud Management Console

    • Add “Restrict to Fabric Server to Server Authentication” setting in the Advanced section of Identity provider. This setting is for allowing two Fabric Servers to securely communicate. Enabling this setting will block a traditional client app from using this Identity Service and will only allow this Identity Service to be used from a Fabric Server to authenticate and invoke services.

  • Engagement

    • Fix push notifications not being delivered when Google Firebase Cloud Messaging (FCM) returns an error code outside of the FCM documentation

  • Identity

    • Change Memcache client from spymemcached to AWS ElastiCache to allow Identity client to work with distributed cache systems unlike spymemcached

    • Identity services is currently supporting Integrity check enabling or disabling in MF Application. It is now enhanced to support enabling or disabling of Identity Provider level Integrity check.

    • ⚠️ For customers who have dedicated Identity services, we will start to apply the Identity services upgrade during this maintenance window, but expect to complete for all customers’ dedicated Identity services over the next few weeks. In general, we do not expect impacts to your Identity services during the upgrade process. If we believe there may be any impacts during your Identity services upgrade, we will notify owners and admins in your Cloud account(s) via support case to communicate any impacts and coordinate on a suitable upgrade window


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.

Kony IQ Release

Maintenance window: August 12, 2019 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:
  • Kony IQ

    • Predict possible utterances and entities from DialogFlow when user is typing a query


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.

Engagement Services - Performance improvements for Oregon

Maintenance window: August 12, 2019 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:
  • Engagement - Oregon region

    • Add support for HTTP/2 protocol when sending iOS push messages, resulting in much higher push throughput, immediate push feedback, and ability to immediately deactivate bad subscription tokens.

    • Add support for token based authentication for Apple Push Notification Service, with backward compatibility for Cert-based authentication.


Impact Level : minor

Only Engagement services in the Oregon region will be updated. Engagement services in other regions will not be affected.

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.

[2019-08-04 22:00 UTC] The scheduled maintenance has been postponed to a new date (TBD). We will provide an update once we can announce the new date.

[2019-08-08 15:29 UTC] The scheduled maintenance has been rescheduled for August 12 between 00:01 and 04:00 (local to the region in which your Clouds are hosted).

[2019-08-12 00:01 UTC] The rescheduled maintenance has been postponed again until further notice. We will provide another update once we can announce the new date.

Identity services - Oregon performance degradation

Incident window: August 2, 2019 17:23 UTC to August 3, 2019 21:02 UTC
Impacted Cloud services:
  • Identity services in Oregon


    Impact Level : high

    Identity services performance in Oregon is significantly degraded starting at 17:23 UTC. The performance of Identity services in other regions is not affected. We are investigating.

    [2019-08-02 18:22 UTC] Performance has more significantly degraded since the initial detection and Identity services may be unavailable. We are continuing to investigate and look to mitigate the issue as soon as possible.

    [2019-08-02 19:20 UTC] As we continue to investigate, we are scaling up our infrastructure in an attempt to help mitigate the symptoms and restore service availability and performance.

    [2019-08-02 20:23 UTC] Scaling up the infrastructure has not yielded significant improvements. We are considering other options as we continue to investigate.

    [2019-08-02 21:22 UTC] Resolved. We have replaced the running infrastructure and can see that the service is available and performing with normal latency as of 21:16 UTC. We are continuing to investigate the underlying cause and will be continuing to monitor the service closely.

    [2019-08-03 14:40 UTC] We are seeing degraded performance and are working to restore full services.

    [2019-08-03 19:00 UTC] We continuing to see recurring issues and are working on additional mitigations.

    [2019-08-03 21:02 UTC] Resolved. Service is restored and we are closely monitoring. We continue the work to identify the root cause.

    [2019-08-04 02:00 UTC] The services are currently performing within normal parameters.

    [2019-08-06 15:29 UTC] The services have been continuing to perform within normal parameters. We are continuing our investigation to identify the root cause.

    [2019-08-06 22:33 UTC] On August 7, between 06:00 UTC and 08:00 UTC, we will be performing maintenance for further stabilization of the Identity services in the Oregon region. We have already contacted specific customers who may be affected though no downtime or performance disruption is anticipated.

    [2019-08-07 07:30 UTC] The stabilization maintenance to improve load balancing was completed during the stated window without any issues. Services are performing within normal parameters.

    [2019-08-07 17:21 UTC] The services have been continuing to perform within normal parameters. We are continuing our investigation to identify the root cause.

    [2019-08-08 14:10 UTC] The services have been continuing to perform within normal parameters. We are continuing our investigation to identify the root cause.

    [2019-08-09 13:14 UTC] The services have been continuing to perform within normal parameters. We are continuing our investigation to identify the root cause.

    [2019-08-12 18:09 UTC] The services have been continuing to perform within normal parameters. We are continuing our investigation to identify the root cause.

    [2019-08-14 11:33 UTC] The services have been continuing to perform within normal parameters. We are continuing our investigation to identify the root cause.

    [2019-08-15 11:49 UTC] The services have been continuing to perform within normal parameters. We are continuing our investigation to identify the root cause.

    [2019-08-19 12:19 UTC] The services have been continuing to perform within normal parameters. We are continuing our investigation to identify the root cause.

    Cloud Management Console Release

    Maintenance window: August 5, 2019 00:01 to 04:00 to 08:00 UTC
    Impacted Cloud services:
    • Cloud Management Console

      • Add support for configuring security headers, which will be appended to identity API responses


    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.

    Management Services Hotfix

    Maintenance window: July 29, 2019 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:
    • Management

      • Renew MDM Vendor Signing certificate (which would have expired on July 30, 2019)


    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.

    ⚠️ It is worth noting that Management services MDM, MAM, and MCM will be reaching end of life on September 30, 2019. Moving forward, Kony will be focusing on Enterprise App Store (EAS). If you are currently using MDM, MAM, or MCM features, please review our end of life announcement to understand how this will impact your services and support.

    Workspace Services, Cloud Management Console, and Identity Releases

    Maintenance window: July 29, 2019 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:
    • Workspace

      • Modify tool tip in the Console Reports Access section to clearly mention access level permissions

      • Fix issue in which subsequent publishes which have zip/war fail if an earlier publish failed due to intermittent issues with Identity Server

    • Cloud Management Console

      • Support for the Workspace changes listed above

    • Identity

      • Expose API in Gateway to compute request integrity

      • Fix for phone number not reflecting in user repository login response

      • Add support for configuring security headers for identity service response

      • ⚠️ For customers who have dedicated Identity services, we will start to apply the Identity services upgrade during this maintenance window, but expect to complete for all customers’ dedicated Identity services over the next few weeks. In general, we do not expect impacts to your Identity services during the upgrade process. If we believe there may be any impacts during your Identity services upgrade, we will notify owners and admins in your Cloud account(s) via support case to communicate any impacts and coordinate on a suitable upgrade window


    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.

    [2019-07-26 11:55 UTC] Add Identity services hotfix to scheduled maintenance window.

    [2019-07-26 13:12 UTC] Update Identity services release summary.

    Engagement Services - Performance improvements for Virginia

    Maintenance window: July 29, 2019 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:
    • Engagement - Virginia region

      • Add support for HTTP/2 protocol when sending iOS push messages, resulting in much higher push throughput, immediate push feedback, and ability to immediately deactivate bad subscription tokens.

      • Add support for token based authentication for Apple Push Notification Service, with backward compatibility for Cert-based authentication.


    Impact Level : minor

    Only Engagement services in the Virginia region will be updated. Engagement services in other regions will not be affected.

    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.

    Workspace Services and Cloud Management Console Releases

    Maintenance window: July 22, 2019 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:
    • Workspace

      • Fix issue where pinned ‘Favorite Apps’ are lost when the browser session is closed

      • New Feature: Fabric generates a separate set of app key/app secret combination for Web and Native channels for an application by default. You can choose to deprecate and generate new set of key/secret from the Publish flow.

      • New Feature: Fabric allows the publish of WAR/ZIP binaries in the app to the Enterprise Store. The WAR/ZIP binary is available in the Store application post publish to be accessed like the native binaries.

    • Cloud Management Console

      • Support for the Workspace changes listed above


    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.