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Current status and incident report

Kony Cloud hosted database SSL certificate-authority (CA) certificate rotation

Maintenance window: March 4, 2020 00:00 UTC to March 5, 2020 09:00 UTC
Impacted Cloud services:

    Impact Level : medium

    The current Kony Cloud hosted database certificate-authority (CA) certificate expires on March 5, 2020. CA certificate verification is usually strictly enforced when SSL/TLS is enabled. The Kony Cloud systems will be updated, but if customers are connecting to a hosted database from an on-premise application or client using SSL, and validating the SSL certificate, then customers will need to add the updated certificates to the local TrustStore for Java, or add to the certificate store for other application types.

    How do I know if on-premise database clients or applications are affected?

    If on-premise applications do not use SSL/TLS to connect to a Kony Cloud hosted database instance, or if on-premise applications do not require server certificate validation, then this change should not impact connectivity.

    Customers’ on-premise applications or on-premise clients that connect to a Kony hosted MySQL database and that use SSL/TLS with certificate validation will be affected by this change.

    Customers should consult local on-premise application technical support team to verify if the SSL certificate update affects on-premise applications. Customers must determine if on-premise applications require the new CA certificate to avoid connection issues from an on-premise client, including laptops, that are using SSL connections to communicate to a Kony Cloud hosted database.

    Customers can download the new CA root certificate, and the intermediate certificates if required, from here: https://docs.aws.amazon.com/AmazonRDS/latest/UserGuide/UsingWithRDS.SSL.html

    While customers’ on-premise application code should not require any changes, the updated certificates should be added to existing certificate stores before March 5th. The existing certificates can be removed after March 7th.

    The certificate updates will begin on March 4th before expiration of the current certificate on March 5th 09:00 UTC. The updates will be applied off-hours and will incur a service interruption of less than 2 minutes.

    In general, 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.


    General Information

    • App (Server) and Sync service upgrades: If you have a Cloud containing either of these services and wish to upgrade, please open a support case and specify the desired version(s) as well as your desired maintenance window(s) for when we can apply the upgrade(s).
    • Hotfix and support end of life for older versions of the platform: For more information, please review our EOL announcements page within Base Camp. If you would be interested in assistance with scheduling your upgrades, we recommend that you review our Premier upgrade program.
    • Additional questions: We encourage you to visit Base Camp.

    Cloud Management Console and Workspace Services Hotfixes

    Maintenance window: March 2, 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:
    • Cloud Management Console

      • Fix a security issue that allowed a read-only user to save changes to an existing service definition under certain conditions

    • Workspace

      • Manual uploads of desktop web zip packages fail processing under rare conditions


    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 Fabric V9 Preview 2 Release

    Maintenance window: February 17, 2020 00:01 to 04:00
    Impacted Cloud services:
    • Cloud Management Console

      • Enhanced the Open API service definition

        Added the ability to modify hosturl and base path during the Open API service definition. Reconfiguration of hosturl and base path is also added.

      • Added the ability to define multiple Pre-Processors and Post-Processors for services

    • Integration Server

      • Added the ability to define a custom quartz expression while defining a schedule for a job

      • Added the ability to mask the value in the Server properties of Configurable Parameter

      • Added the ability to access Enterprise App Store from Desktop Web

      • Enhanced the Enterprise App Store app with a help feature to configure an iOS profile

      • Enhanced the API Proxy adapter to support HTTP Integrity

    • Analytics

      • Added the ability to download the complete crash log from the Application Error Detail Report on Cloud

      • Performed stability enhancements on Standard Reports Dashboard to ensure that a crash in one report does not result in a crash of the whole dashboard

    • Kony Fabric SDK

      • Added WebSocket APIs to support Server Events

    • App Factory

      • Provided an alternate method to clone the git repositories using SSH URLs

      • Enhanced the UI to display all the build parameters for a selected channel (Android, iOS, and Web)

    • Engagement Services

      • Added the ability to send an SMS and an email without having an audience member in the Engagement server

      • Added the ability to send email attachments using the Email API


    Impact Level : minor

    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.

    Cloud Management Console and Workspace Services Hotfixes

    Maintenance window: February 3, 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:
    • Cloud Management Console

      • iOS client binaries to accept bundleIdentifier as a mandatory parameter during upload to resolve duplicate icons issue in EAS Client application

      • Test of an Orchestration is not returning the response the first time, but working from second call onwards

      • Fixed an issue where pre/post processor JavaScript code is not saved when developed in the Expanded popup

    • Workspace

      • iOS client binaries to accept bundleIdentifier as a mandatory parameter during upload to resolve duplicate icons issue in EAS Client application

      • Test of an Orchestration is not returning the response the first time, but working from second call onwards

      • Fixed an issue where pre/post processor JavaScript code is not saved when developed in the Expanded popup


    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.

    V9 Foundation Release

    Maintenance window: January 13, 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.

    This release includes updates to the backend components of Fabric on the Cloud (Identity, Workspace, Console, Engagement) only and lays the foundation for the full V9 release of Quantum (Visualizer + Fabric) that will be available in the first half of 2020. Upgrading the core Fabric Runtime server environments on the cloud to V9 will not be available to customers until the full release of Quantum V9.

    With this release, Identity, Workspace, Console, and Engagement are being updated with a set of incremental features described below that can be used immediately and will work with the current V8 version of Visualizer. Since this update provides the foundation for the full V9 release, you can get additional details on what is coming in the full Quantum V9 release by viewing our V9 Roadmap webinar on Base Camp.

    The Certificate Authority (CA) for SSL/TLS certificates for all database instances in our Cloud PaaS expires in March. During this maintenance window, we plan to update the certificates to reference the new CA. We anticipate that the database instances will be unavailable for a few minutes at most as we update the certificates.
    Impacted Cloud services:
    • Cloud Management Console

      • Feature level access

        Admins can restrict access to specific features of the Fabric environment, such as the App Services, Engagement services, Logging Console, etc.

        • Added support for a Build Client App only feature
        • The Build Client app role allows developers to be able to build apps by pointing to a production environment from Kony Visualizer, without the ability to publish any services or access to the Fabric admin console. This effectively works like a read-only role for app developers.
      • Enhanced the security in the Quantum app by adding support for primary and secondary appkey and appsecret.

        The primary and secondary keys are packaged with the web and native channels respectively when their apps are built in Kony Visualizer.

        • Added ability to rotate appkeys
        • Different appkeys for web and native with ability to rotate keys.
      • Added support for the parameter prompt

        As part of OIDC authorization to improve the logout flow while using the OAuth Provider.

      • Added support for sending push notification to EAS

      • Added support to create the app service document based on the alias hostname.

      • Added support to access custom features of Kony Fabric environments.

      • Simplified the object model definition - field names and types.

      • Support to generate Object model by importing an MS Excel file, for Storage.

        Developers can create data model for objects in an Object Service by using the column data in MS Excel.

      • Added support to download the reconfigurations made to an app before publishing.

        When an app has been reconfigured before publish the reconfiguration information is available for viewing from App publish snapshots.

      • Added support for import and export of configurable server/client parameters (App Services) through MFCLI.

    • Identity

      • Restrict Identity services for server-to-server access

        To differentiate the security mechanisms between client-to-server and server-to-server communication, the ability to restrict Identity services for the server-to-server communication has been provided.

      • Enhanced the custom identity adapter

        For supporting additional pass-through endpoints like user attributes, security attributes, and Multi Factor Authentication (MFA).

      • Added support for Sign-Up in Kony User Repository

        The Sign-up option allows the user to sign-up or register to the application by using their e-mail ID.

      • Added concurrency options for Identity services

        Options have been added to the Identity services to allow users to control the desired behavior for concurrent logins.

      • The Single Sign-On option is available in Kony Visualizer

    • Offline Objects

      • Added support for Hierarchical Uploads for the Web platform

      • The Offline Objects and Generating Models’ features are available in Kony Visualizer

      • Added object-level support for clearing the offline data.

    • Analytics

      • Export Standard Reports in Excel format

        Added support to export standard chart-based reports in Excel format.

      • Added support to install a new version app link while launching the Kony Fabric Mobile App. Deprecating support to the older version of Kony Fabric Mobile App.

    • App Factory

      • Build and publish Apps across clouds and cloud accounts using AppFactory.

        Allow users to build and publish apps to Docker images and Azure cloud from the AppFactory console.

      • Run your Jasmine test scripts on AppFactory for Native apps, Responsive web apps, and Progressive web apps as part of your build process on devices or on the latest Google Chrome browser.

        • Receive comprehensive results from each Jasmine Test run via email or review your test in AppFactory’s testing console.
        • The Jasmine testing framework is incompatible with the Cordova and web browser widgets with this release.
        • The Jasmine testing framework cannot test OAuth based logins with this release.
    • Engagement

      • Added support  for Application API key to enhance security

        Added new APIs for the creation, modification and deletion of the App API key.

        Enhanced the console to support the management of the newly added App API key feature.

      • Enhancement of the Email API

        Enhanced the email API to use templates to send emails.

      • Enhancement of the Push API

        Enhanced the Push API to return user defined key value pairs in the payload.

      • Added Support for Salesforce SMS Aggregator

        Added support for the new Salesforce SMS aggregator to send SMS messages in the Console.

        Enhanced existing APIs to support the creation and the management of the Salesforce SMS aggregator.

      • Added custom parameters to the Fetch Push API

    • IQ

      • Utterance fulfillment suggestions

      • Searching hikes catalog is now available, along with Base Camp forum, docs, and videos

      • Improved search results for documentation

      • Context and user intent based auto updation of the placeholder text in chat window panel

      • Intelligent re-connection attempts through web sockets during intermittent network issues

      • JWT claims token based socket request authentication mechanism

      • Bug fixes

    • Workspace

      • Support for Cloud Management Console changes

    • Developer Portal

      • Support for Cloud Management Console changes


    Impact Level : minor

    No significant downtime is expected for the impacted Cloud services while this maintenance is being performed. We expect at most a few minutes of downtime as we update SSL/TLS certificates for each database instance. 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.

    Release summary details (including any impacts) may be updated as we near the release date.

    [2020-01-09 20:32 UTC]

    • Add IQ, Workspace, and Developer Portal release summaries.
    • Add note that a very small window of downtime will be expected as we update SSL/TLS certificates for each database instance in our Cloud PaaS.

    [2020-01-13 07:00 UTC] All Asia and European regions are completed without incident, along with Sao Paulo. We are expecting impacts to Identity as the in-place migration for the Virginia region cannot be completed as planned.

    [2020-01-13 08:00 UTC] We have reverted the deployment for one of the Identity clusters in Virginia, and have involved development. The number of extended and abandoned sessions has crossed a threshold and can’t be completed as planned.

    [2020-01-13 09:15 UTC] We have developed a workflow that will involve truncating certain data tables in order to complete the v9 upgrade. The impact will be that users with a longer than recommended session duration set, one that would last overnight or longer, will have to re-login to applications (equivalent to any normal session expiration).

    [2020-01-13 10:20 UTC] Deployment issues caused by the timing of an update has caused an unplanned outage for some customers in Virginia. One of the three Identity clusters was impacted. We are working to get that cluster back in service.

    [2020-01-13 11:30 UTC] Resolved. Identity services are restored. Some Kony customers in the Virginia region may have to logout and log back into manage.kony.com. Some Application users will need to log back into their apps if they were being hosted on the single Identity cluster in Virginia that was affected.

    Tokyo performance degradation

    Incident window: December 17, 2019 10:15 to 11:30
    November 21, 2019 00:01 to 04:00
    Impacted Cloud services:
    • Cloud services in Tokyo

      • Issue affects all customers using multi-tenant Identity services in Tokyo


    Impact Level : high

    The performance and availability of Cloud services in other regions are not impacted.

    [2019-12-17 09:50 UTC] Excessive activity on Identity in the Tokyo region.

    [2019-12-17 10:20 UTC] Database capacity exceeded and we are working to determine the cause and restore services.

    [2019-12-17 11:28 UTC] Resolved. Space issues resolved and Identity services in the Tokyo region are responding normally.

    Cloud Management Console and Workspace Services Hotfixes

    Maintenance window: December 9, 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

      • Fix RDBMS services not loading issue occurring after Fabric upgrade

    • Workspace

      • Fix RDBMS services not loading issue occurring after Fabric upgrade


    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.

    Workspace Services Hotfix

    Maintenance window: November 21, 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

      • Display custom error page and handle 404 not found error


    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.

    Cloud Management Console Release

    Maintenance window: November 18, 2019 05:00 to 09:00 UTC
    Impacted Cloud services:
    • Cloud Management Console

      • Add Excel as available export option for chart-based standard reports


    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.