Channelio 장애 기록

1. 2026년 9월 1일 AM 6:02 UTCinvestigating

   임시 문제는 고객 지원 (Inbox) 기능으로 검출되었습니다. 우리는 현재 원인을 조사하고 곧 업데이트를 제공 할 것입니다. 우리는이 원인이 될 수있는 불편에 대해 사과합니다.

2. 2026년 9월 1일 AM 7:37 UTCresolved

   임시 문제는 해결되었습니다, 그리고 서비스는 지금 완전히 가동입니다. 우리는이 발생 할 수있는 불편에 대해 사과합니다. - 근무 시간 : 8 월 31, 2026 20:00 ~ 9 월 1, 2026 16:00 (KST) (약 20 시간) - Affected Scope : 상담 상태 변경 및 후속 이메일 전송과 같은 예약 된 기능을 사용하여 채널 - Incident 세부사항: 1) 계획된 상담 상태 변경은 제대로 처리되지 않았습니다 2) 방문 이메일은 제대로 보내지 않았습니다 3) 다른 예정된 작업은 제대로 처리되지 않았습니다 - 원인: 서비스 개선 작업 중, 일부 서버는 unintentionally 행동, 그들은 실제로 처리되지 않은 경우에도 완료 될 예정된 작업을 발생, 이는 자동 retries. - 해결: 문제점을 식별할 때, 우리는 작업이 제대로 처리되고, 체계가 이렇게 작업이 실제로 완료된 즉시 탐지를 한 번만 표시하고, 이상한 서버 행동을 위한 즉각적인 탐지를 추가하기 위하여 즉시 행동을 했습니다. 우리는 다시 발생하는 유사한 문제를 방지하기 위해 모니터링을 계속할 것입니다.

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 9월 1일 AM 5:02 UTCinvestigating

   임시 문제는 마케팅 기능으로 감지되었습니다. 우리는 현재 원인을 조사하고 곧 업데이트 할 것입니다. 우리는이 원인이 될 수있는 불편에 대해 사과합니다.

2. 2026년 9월 1일 AM 7:37 UTCresolved

   임시 문제는 해결되었습니다, 그리고 서비스는 지금 완전히 가동입니다. 우리는이 발생 할 수있는 불편에 대해 사과합니다. - 근무 시간 : 8 월 31, 2026 20:00 ~ 9 월 1, 2026 16:00 (KST) (약 20 시간) - Affected Scope : 마케팅 메시지를 보낸 채널 - Incident 세부사항: 1) 캠페인은 대상자 중 일부로 전송되었습니다. 2) 일부 일회성 메시지 (OTMs) 전송 실패 - 원인: 서비스 개선 작업 중, 일부 서버는 unintentionally 행동, 그들은 실제로 처리되지 않은 경우에도 완료 될 예정된 작업을 발생, 이는 자동 retries. - 해결: 문제점을 식별할 때, 우리는 작업이 제대로 처리되고, 체계가 이렇게 작업이 실제로 완료된 즉시 탐지를 한 번만 표시하고, 이상한 서버 행동을 위한 즉각적인 탐지를 추가하기 위하여 즉시 행동을 했습니다. 우리는 다시 발생하는 유사한 문제를 방지하기 위해 모니터링을 계속할 것입니다.

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 8월 7일 AM 1:30 UTCinvestigating

   Temporary issue has been detected with Phone feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

2. 2026년 8월 7일 AM 1:41 UTCresolved

   The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: August 6, 2026 19:30 ~ August 7, 2026 10:32 (KST) (approximately 15 hours 2 minutes) - Affected Scope: 154 calls across 10 channels, occurring only in calls where an agent was connected after ALF Phone Support responded first - Cause: A change in a specific processing logic of the system caused voice not to connect when a call was transferred to an agent after ALF Phone Support had responded first. - Resolution: The affected logic has been restored to its previous state, and we plan to ensure voice connects properly every time a call is transferred to an agent. Test cases for agent handoff and call transfers in ALF Phone Support have also been added to prevent recurrence. We will continue to strengthen monitoring to prevent similar issues from occurring again.

1. 2026년 8월 4일 AM 11:34 UTCinvestigating

   CoS and Notebook are temporarily unavailable exclusively for data provided by default in Channel Talk. As a result, CoS and Notebook features using data such as user, userchat, events, and manager, as well as orders, cart_items, and products data from the Cafe24 app, are not functioning properly. - Notebooks already built with the relevant data will only display data prior to 8:00 PM UTC+9. - Default consultation statistics, Custom Reports, and CoS/Notebook analyses using custom-integrated data are unaffected. - Cafe24 app functions and task executions are also unaffected. - We will provide further notice upon completion of maintenance. We sincerely apologize for the inconvenience.

2. 2026년 8월 4일 PM 11:22 UTCresolved

   The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused.

1. 2026년 7월 30일 AM 8:02 UTCinvestigating

   임시 문제는 고객 지원 (Inbox) 기능으로 검출되었습니다. 우리는 현재 원인을 조사하고 곧 업데이트를 제공 할 것입니다. 우리는이 원인이 될 수있는 불편에 대해 사과합니다.

2. 2026년 7월 30일 AM 8:04 UTCresolved

   임시 문제는 해결되었습니다, 그리고 서비스는 지금 완전히 가동입니다. 우리는이 발생 할 수있는 불편에 대해 사과합니다. - 근무 시간 : 7 월 30, 2026 16 : 52 : 16 ~ 17 : 56 (KST) (약 9 분) - Affected Scope: 사건 중의 inbox를 사용하는 몇몇 고객 - Incident 세부사항: 1) Inbox 선적은 지연되거나 완료되지 않았습니다 2) 일부 추가 기능 및 통합 통화는 일반적으로 처리되지 않았습니다. - 원인 : 오류가 특정 시스템 설정에서 발생, 일부 서버가 unintentionally 행동을 발생, 보충 inbox 데이터와, 차례로, 전체 inbox로드 오류를 복구하는 실패로 주도. - 해결책: 서버는 문제점이 확인된 후에 그들의 이전 정상 상태에 즉시 복원되고, 중단을 해결합니다. 서버가 의도하지 않을 때 즉시 감지 할 수 있도록 추가 된 체크가 있으며, 보완 데이터 검색에 격리 된 고장이 있으므로 코어 inbox 기능에 더 이상 영향을 미치지 않습니다. 우리는 다시 발생하는 유사한 문제를 방지하기 위해 모니터링을 계속할 것입니다.

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 7월 21일 AM 3:06 UTCresolved

   임시 문제는 해결되었습니다, 그리고 서비스는 지금 완전히 가동입니다. 우리는이 발생 할 수있는 불편에 대해 사과합니다. - 근무시간: 7월 20, 2026 12:00 ~ 7월 20, 2026 16:00 (KST) (약 4시간) - Affected Scope : 자동 채팅 요약이 생성되지 않았거나 닫히는 대화 - 원인 : 요약 세대에 사용되는 외부 AI 서비스에서 일시적이고 중요한 slowdown은 허용 된 시간 제한을 초과하고 건너 뛸 수 있습니다. - 해상도 : 긴급 수정은 16:00까지 정상 작동을 복원했습니다. 구조상 개선은 병렬에서 여러 AI 모델을 실행하기 위해 배포되고 처음 완료되면, summaries는 일반적으로 외부 지연이 재발하면 생성됩니다. 우리는 다시 발생하는 유사한 문제를 방지하기 위해 모니터링을 계속할 것입니다. 임시 문제는 고객 지원 (Inbox) 기능으로 검출되었습니다. 우리는 현재 원인을 조사하고 곧 업데이트를 제공 할 것입니다. 우리는이 원인이 될 수있는 불편에 대해 사과합니다.

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 7월 27일 AM 9:05 UTCresolved

   임시 문제는 고객 지원 (Inbox) 기능으로 검출되었습니다. 우리는 현재 원인을 조사하고 곧 업데이트를 제공 할 것입니다. 우리는이 원인이 될 수있는 불편에 대해 사과합니다. - 근무 시간 : 7 월 14, 2026 02:00 ~ 10:15 (KST) (약 8 시간 15 분) - Affected Scope : 일부 기능은 간헐적으로 서비스에 제대로 작동하지 않았다. - 원인 : 임시 네트워크 연결 문제로 인해 지연되거나 처리되지 않습니다. - 해결책: 우리는 지연을 방지하기 위하여 처리에 시간 한계를 놓고 예상치 못한 재시작에서 관련 성분을 방지하기 위하여 안정화 일을 실행합니다. 우리는 또한 우리의 모니터링 시스템을 강화하여 비슷한 문제에 더 신속하게 대응합니다. 임시 문제는 해결되었습니다, 그리고 서비스는 지금 완전히 가동입니다. 우리는이 발생 할 수있는 불편에 대해 사과합니다.

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 7월 10일 AM 4:22 UTCinvestigating

   Temporary issue has been detected with Customer Support (Inbox) Snippet feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

2. 2026년 7월 13일 AM 6:20 UTCresolved

   The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: July 10, 2026 04:47 ~ 14:31 (KST) (approximately 9 hours 44 minutes) - Affected Scope: Channels using snippets - Cause: A styling issue caused dropdown and snippet colors to not display correctly. - Resolution: The system was restored to its previous state and the root cause has been fixed. Pre-release checks will be strengthened to prevent recurrence. We will continue to strengthen monitoring to prevent similar issues from occurring again.

1. 2026년 6월 24일 PM 1:00 UTCresolved

   The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: June 24, 2026 20:48 ~ 21:23 (KST) (approximately 35 minutes) - Affected Scope: Phone feature (inbound/outbound calls) - Cause: A change in the internal data structure caused the Meet feature to stop functioning properly. - Resolution: The system has been restored to its previous state, and we will be improving our deployment process to prevent recurrence. We will continue to strengthen monitoring to prevent similar issues from occurring again. Temporary issue has been detected with Phone feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

1. 2026년 6월 23일 AM 7:11 UTCinvestigating

   Temporary issue has been detected with Kakao Talk Integration Service. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

2. 2026년 6월 23일 AM 8:16 UTCresolved

   The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: June 23, 2026 15:00 ~ 17:00 (KST) (approximately 2 hours) - Affected Scope: File and image messages sent by customers via KakaoTalk. - Cause: File and image messages were not properly received due to a Kakao service outage. - Resolution: The service was restored following the recovery of Kakao's service outage.

1. 2026년 6월 22일 AM 6:15 UTCinvestigating

   Channel Talk system is experiencing an issue. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

2. 2026년 6월 22일 AM 6:19 UTCresolved

   The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: June 22, 2026 14:50 ~ 15:15 (KST) (approximately 25 minutes) - Affected Scope: All channels accessing the Channel Talk app and pages - Cause: An error occurred upon access due to a display configuration issue within the admin app. - Resolution: The affected configuration has been corrected and the service has been restored.

1. 2026년 6월 5일 AM 5:49 UTCresolved

   The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. Temporary issue has been detected with AI ALF feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause. - Incident Time: June 5, 2026 14:34:45 ~ 14:38:30 (KST)

1. 2026년 5월 26일 AM 2:41 UTCmonitoring

   A fix has been implemented and we are monitoring the results.

2. 2026년 5월 26일 AM 6:36 UTCinvestigating

   Temporary issue has been detected with SMS Sending Service. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

3. 2026년 5월 26일 AM 6:37 UTCresolved

   The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: May 24, 2026 04:00 ~ May 26, 2026 10:50 (KST) (approximately 2 days 6 hours 50 minutes) - Affected Scope: Domestic SMS sending via the marketing and follow-up notification features - Cause: During an internal system maintenance, SMS processing was not resumed, resulting in a failure to deliver text messages. - Resolution: SMS processing has been resumed and the service has been restored. Two-stage monitoring has been added to prevent recurrence.

1. 2026년 5월 21일 AM 11:55 UTCmonitoring

   We have identified the cause of the current outage and have taken corrective action. We are currently monitoring the service for stabilization. We will provide you with an update as soon as we confirm the detailed cause. We apologize for any inconvenience this may have caused.

2. 2026년 5월 21일 PM 12:08 UTCinvestigating

   Temporary issue has been detected with Kakao Talk Integration Service. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

3. 2026년 5월 21일 PM 1:02 UTCresolved

   The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: May 21, 2026 19:00 ~ 22:00 (KST) (approximately 3 hours) - Affected Scope: Channels using messaging integrations (KakaoTalk, WeChat, etc.) and shopping mall integrations (GodoMall, ShopBy, etc.) - Incident Details: 1) Messages could not be sent through messaging apps such as KakaoTalk and WeChat 2) Order information was not saved for integrated shopping malls such as Godo Mall and ShopBy - Cause: A compatibility issue between some servers occurred during a system update. - Resolution: The affected servers were updated to restore compatibility and resolve the issue.

1. 2026년 5월 18일 AM 1:32 UTCinvestigating

   Channel Talk system is experiencing an issue. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

2. 2026년 5월 18일 AM 2:06 UTCmonitoring

   A fix has been implemented and we are monitoring the results.

3. 2026년 5월 18일 AM 2:37 UTCresolved

   The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: May 18, 2026 10:03 ~ 11:14 (KST) (approximately 71 minutes) - Affected Scope: Delays in inbox loading, IVR response, and App Store settings screen access in some environments during the incident period - Cause: Repeated data lookup requests in App Store-related features caused a temporary surge in load on the server managing the data, which also delayed other requests using the same server. - Resolution: The processing path causing the load was temporarily disabled to restore service. Going forward, the affected processing will be separated into its own flow, and frequently used information will be stored in advance for faster access. We have also adjusted request volume and processing time to prevent similar load from accumulating again. We will continue to strengthen monitoring to prevent similar issues from occurring again.

1. 2026년 5월 14일 AM 10:49 UTCinvestigating

   Channel Talk system is experiencing an issue. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

2. 2026년 5월 14일 AM 10:56 UTCmonitoring

   We have identified the cause of the current outage and have taken corrective action. We are currently monitoring the service for stabilization. We will provide you with an update as soon as we confirm the detailed cause. We apologize for any inconvenience this may have caused.

3. 2026년 5월 14일 AM 11:22 UTCresolved

   The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. Incident Time: May 14, 2026, 19:47 – 20:03 (KST) Scope of Impact: Temporary unavailability of the Channel Talk admin application, including disruptions to auto-assignment and agent status updates. Cause: Temporary system overload during a deployment for product improvements. Resolution: Resolved the overload by scaling up the database servers and performing a rollback.

1. 2026년 5월 4일 AM 8:56 UTCresolved

   The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: May 4, 2026 09:59 ~ 13:17 (KST) (approximately 3 hours 18 minutes) - Affected Scope: Intermittent delays and failures in customer contact lookups and marketing recipient lookups in some channels during the incident period - Cause: Load was concentrated on some servers handling data, causing temporary delays and intermittent failures - Resolution: Initial load balancing has been completed, and additional stabilization work will follow. Temporary issue has been detected with Contacts feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

1. 2026년 4월 27일 AM 8:50 UTCinvestigating

   Temporary issue has been detected with AI ALF Statistics feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

2. 2026년 4월 28일 AM 6:19 UTCresolved

   The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: April 24, 2026 15:00 ~ April 27, 2026 23:50 (KST) (approximately 3 days 8 hours 50 minutes) - Affected Scope: Channels provided with the renewed ALF analytics feature - Cause: Data from some periods was omitted from aggregation, resulting in inaccurate results being displayed - Resolution: Aggregation has been corrected to include all previously omitted data from the affected periods.

1. 2026년 4월 24일 AM 12:39 UTCinvestigating

   We are currently experiencing a temporary issue with the Channel Talk service. We have identified an issue where users are unable to log in on Android mobile devices after a new login or logging out. We are urgently investigating the cause and will provide updates as soon as possible. We sincerely apologize for any inconvenience this may cause.

2. 2026년 4월 24일 AM 2:11 UTCresolved

   The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. -Incident Time: 2026-04-23 19:44 ~ 2026-04-24 11:05 (KST) -Affected Scope: Users who launched the Android app while in a logged-out state. -Cause: Following a server update, an issue occurred where the app entered an unexpected path during the launch process while not logged in. -Resolution: Reverted the server to its previous state and updated the Android app. -Measures to Prevent Recurrence: Strengthen pre-deployment testing for scenarios that could cause the app to freeze or hang during the launch process.

1. 2026년 4월 23일 AM 2:23 UTCinvestigating

   Temporary issue has been detected with AI ALF feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

2. 2026년 4월 23일 AM 3:29 UTCresolved

   The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: April 22, 2026 21:30 ~ April 23, 2026 12:00 (KST) (approximately 14 hours 30 minutes) - Affected Scope: User chats newly created during the incident in which tasks were triggered - Cause: A temporary disruption occurred after a change in a specific processing logic of the system - Resolution: The affected logic has been rolled back, and internal inspection procedures have been strengthened to prevent recurrence. We will continue to strengthen monitoring to prevent similar issues from occurring again.