Information on service disruption 2022-04-10

Sunday the 10th of April between 07:00 and 20:19 there was an issue with an expired certificate on the response service of Questback Essentials. The issue rendered a non-secure connection warning due to the expired certificate and several respondents could not participate in their intended surveys.

The issue has not affected any previously collected answers or other parts of the Questback Essentials experience. If your survey has been affected, and it does not have an active reminder, we encourage you to add one. The simplest way to do this is to set a reminder in an interval, please see our guide on how to accomplish this. By doing this all respondents that have not completed their survey will get reminders according to your settings. Feel free to reach out to our support if you need more in depth help.

We have automated monitoring systems for all our services. However, due to a process glitch of the affected system, the disruption could not be resolved as swiftly as we wish it had. As soon as the issue was identified, work began to resolve it and a solution was implemented by 20:19.

We sincerely apologise for any inconvenience this disruption might have caused you as a customer. Being reliable and always available are core commitments in our approach to technology. We are currently assessing our setup of warnings and processes to ensure this kind of issue does not happen again in the future.

If you have any questions about this incident, please don’t hesitate to reach out to our suport at support@questback.com

2022-04-10

Niklas Olsson
COO
Questback