We deployed an improvement to the Customer portal aimed at fixing the way our response emails are reported. This update was impacted by another change on the CRM system for an unrelated purpose.
A subset of customers were unable to log in to the portal to consult, create or update their support cases. Email updates for existing cases were unaffected.
The alternate way to report issues (as specified in our Customer Support Reference guide) via email to support@neo4j.com remained available throughout and our agents were actively monitoring for new cases to quickly assess the severity.
We have updated our (internal) change management procedures to avoid CRM rollouts that interfere with each other.
We will be reviewing our disaster recovery procedures to ensure measures are up to date and our staff is trained to continue operating in case of an outage to our Customer portal.