KORE - The Intelligence Platform

May 2025

DWA Integrations - Server Issue

May 6, 2025 7:44AM PDT

DWA Integrations - Server IssueService Disruption

Incident Status

Service Disruption

Components

Fan Intelligence: Data Warehouse & Analytics

Locations

North America, Europe, Asia Pacific

---

May 5, 2025 7:05AM PDT

[Monitoring] We are currently investigating an incident affecting one of our servers handling integration processing, preventing them from completing. The server has been rebooted and we are seeing success for all clients. We are continuing to monitor and are investigating the root cause. Please note that this did not affect all integrations, but the Warehouse Status Report was unable to update during this time. Please refresh your Warehouse Status Report for the most up to date information and check your DWA data directly to confirm.

May 6, 2025 7:44AM PDT

[Resolved] The DWA server incident was resolved yesterday morning. The server and its related integrations have performed as expected today. Our team continues to review the root cause and plans to use its findings to improve server health and consistency in the future. Thank you for your patience.

April 2025

DWA - Yinzcam V2 Integration Failures Due to Data Format Issues

April 28, 2025 4:30PM PDT

DWA - Yinzcam V2 Integration Failures Due to Data Format IssuesPartial Service Disruption

Incident Status

Partial Service Disruption

Components

Fan Intelligence: Data Warehouse & Analytics, Fan Intelligence: Ticketing & Engagement

Locations

North America

---

April 28, 2025 11:15AM PDT

[Investigating] We have identified an issue impacting a small subset of customers utilizing Yinzcam V2 data integrations. Some data files provided by Yinzcam are not meeting expected formatting standards, resulting in disruptions during the daily ETL process into KORE’s Data Warehouse environment. Our engineering team is actively collaborating with Yinzcam to investigate and resolve the formatting discrepancies. We are working to mitigate the impact on data availability and ensure full restoration of normal integration processing as soon as possible. We will continue to provide updates on our status page as more information becomes available. Thank you for your patience and understanding as we work through this issue.

April 28, 2025 2:07PM PDT

[Monitoring] Our partners at Yinzcam have identified the root cause of the issue. They are initiating a restart of their process and will re-drop affected files from 2025-04-23. This action is expected to resolve the problems currently being experienced. The restart will begin within the next few minutes, and the re-drop process may take some time to complete. Thank you for your continued patience while we work towards a resolution.

April 28, 2025 4:30PM PDT

[Resolved] The data format issue affecting the Yinzcam integration has been fully resolved for all impacted clients. The next scheduled integration run, set for tomorrow morning, April 29, 2025, will import the updated and corrected data. We recommend that Yinzcam clients review their data for the period between Thursday, April 24, 2025, and Monday, April 28, 2025, to confirm data integrity. If you notice any irregularities, please reach out to our Support Team at help.koresoftware.com. We thank you for your patience and partnership.

Tableau - Performance Issues

April 24, 2025 12:12PM PDT

Tableau - Performance IssuesPartial Service Disruption

Incident Status

Partial Service Disruption

Components

Fan Intelligence: Insights

Locations

North America

---

April 23, 2025 6:45AM PDT

[Investigating] We are currently investigating issues affecting Tableau, including failed subscription deliveries, report accessibility problems for clients, and overall slow loading performance. Our team is actively working to identify the root cause and implement a resolution as quickly as possible. We appreciate your patience and will provide updates as more information becomes available.

April 23, 2025 8:03AM PDT

[Identified] We have identified the root cause of the performance issues and are actively collaborating with our partners at Tableau to test and implement a potential solution. We remain focused on restoring full functionality as quickly and safely as possible. Further updates will be provided as progress continues.

April 23, 2025 1:46PM PDT

[Identified] Our engineering team is actively collaborating with our partners at Tableau to resolve the ongoing issue. A configuration update is scheduled to be applied by 9:00 PM PST tonight. During this time, we anticipate a brief service interruption lasting approximately 40 minutes. We will continue to provide updates on our progress and share any new information as it becomes available. Thank you for your continued patience.

April 24, 2025 7:12AM PDT

[Monitoring] A fix addressing the recent Tableau performance issues was successfully deployed to production on the evening of Wednesday, April 23, 2025. Our team is actively monitoring the platform to ensure the update resolves the reported issues and that performance remains stable. We will continue to share updates as needed. Thank you for your patience and support.

April 24, 2025 12:12PM PDT

[Resolved] The performance issues following the recent Tableau Server upgrade have been successfully addressed. We appreciate your patience and continued partnership, and we apologize for any inconvenience this may have caused.

Tableau - Loading issues with reports and dashboards

April 16, 2025 11:00AM PDT

Tableau - Loading issues with reports and dashboardsKnown Issue

Incident Status

Known Issue

Components

Fan Intelligence: Insights, Partnership Intelligence: Sponsorship, Partnership Intelligence: Suites & Premium

Locations

North America

---

April 16, 2025 8:33AM PDT

[Investigating] We are currently investigating reports of errors and loading issues affecting Tableau reports and dashboards. Our team is actively working to identify the root cause and will provide updates as more information becomes available.

April 16, 2025 9:45AM PDT

[Monitoring] We have implemented a fix for the issue affecting Tableau reports and dashboards. Our team is actively monitoring system performance to ensure stability

April 16, 2025 11:00AM PDT

[Resolved] The issue affecting Tableau reports and dashboards has been resolved. Thank you for your patience and understanding while we worked to restore service.

KORE Software - Tableau Server Maintenance (EMEA/EU) - April 15, 2025 11:00AM – April 15, 2025 3:00PM PDT

April 15, 2025 3:00PM PDT

KORE Software - Tableau Server Maintenance (EMEA/EU) - April 15, 2025 11:00AM – April 15, 2025 3:00PM PDTPlanned Maintenance

Description

Two Circles will be performing maintenance on Tableau Server (bi-eu.koresoftware.com) on Tuesday, April 15, 2025. As part of the maintenance, Two Circles will be upgrading the Tableau Server from version 2023.3.7 to version 2024.2.8. These tasks will require a downtime for the Tableau Server environment and the estimated total downtime is 4 hours starting at 11 AM PT / 6 PM GMT / 5 AM AEDT(April 16). Clients using the following Tableau environment will be affected by this maintenance: bi-eu.koresoftware.com The rest of applications and user experiences will be unaffected during this scheduled Tableau Server maintenance work. If you have any questions about this scheduled maintenance, please reach out to your Success Manager or contact help@koresoftware.com.

Components

Fan Intelligence: Insights

Locations

Europe, Asia Pacific

Schedule

April 15, 2025 11:00AM - April 15, 2025 3:00PM PDT

---

April 15, 2025 11:00AM PDT

[Update] Scheduled maintenance is starting.

April 15, 2025 3:00PM PDT

[Update] Scheduled maintenance is complete.

KORE Software - Tableau Server Maintenance (North America) - April 14 , 2025 7:00PM – April 15, 2025 4:00AM PDT

April 15, 2025 4:00AM PDT

KORE Software - Tableau Server Maintenance (North America) - April 14 , 2025 7:00PM – April 15, 2025 4:00AM PDTPlanned Maintenance

Description

Two Circles will be performing maintenance on Tableau Server on Monday, April 14, 2025. As part of the maintenance, Two Circles will be upgrading the Tableau Server from version 2023.3.7 to version 2024.2.8. These tasks will require a downtime for the Tableau Server environment and the estimated total downtime is 6 to 8 hours starting at 10 PM ET / 7 PM PT. Clients using the following Tableau environments will be affected by this maintenance: bi.koresoftware.com hornetsbi.koresoftware.com timberwolvesbi.koresoftware.com spursbi.koresoftware.com The rest of the applications and user experiences will be unaffected during this scheduled Tableau Server maintenance work. If you have any questions about this scheduled maintenance, please reach out to your Success Manager or contact help@koresoftware.com.

Components

Fan Intelligence: Insights

Locations

North America

Schedule

April 14, 2025 7:00PM - April 15, 2025 4:00AM PDT

---

April 14, 2025 7:00PM PDT

[Update] Scheduled maintenance is starting.

April 15, 2025 4:00AM PDT

[Update] Scheduled maintenance is complete.

Two Circles - Tableau Server Maintenance (EMEA/EU) - April 4th, 2025

April 4, 2025 2:00PM PDT

Two Circles - Tableau Server Maintenance (EMEA/EU) - April 4th, 2025Planned Maintenance

Description

Two Circles will be performing maintenance Tableau Server (bi-eu.koresoftware.com) on Friday, April 4th, 2025. As part of the maintenance, Two Circles will be updating the SSL certificate. These tasks will require a downtime for the Tableau Server environment and the estimated total downtime is 2 to 3 hours starting at 11 AM PT / 6 PM GMT / 5 AM AEDT (April 5). Clients using the following Tableau environments will be affected by this maintenance: bi-eu.koresoftware.com The rest of applications and user experiences will be unaffected during this scheduled Tableau Server maintenance work. If you have any questions about this scheduled maintenance, please reach out to your Success Manager or contact help@koresoftware.com.

Components

Fan Intelligence: Insights

Locations

Europe, Asia Pacific

Schedule

April 4, 2025 11:00AM - April 4, 2025 2:00PM PDT

---

April 4, 2025 11:00AM PDT

[Update] Scheduled maintenance is starting.

April 4, 2025 2:00PM PDT

[Update] Scheduled maintenance is complete.

Activate - Report loading issues and errors

April 4, 2025 12:34PM PDT

Activate - Report loading issues and errorsKnown Issue

Incident Status

Known Issue

Components

Partnership Intelligence: Activate

Locations

North America

---

April 4, 2025 9:17AM PDT

[Investigating] We have identified an issue affecting report functionality within the Activate platform. Most reports are currently not loading data as expected. The Deal Overview report, in particular, will display an error message at the bottom of the page. However, Accounts & Contacts reports remain functional and should load correctly. Our team is actively investigating and working to resolve the issue. We appreciate your patience and will provide updates as they become available.

April 4, 2025 11:25AM PDT

[Identified] We have identified the cause of errors experienced in Activate and are working to deploy a patch to remediate this issue.

April 4, 2025 12:34PM PDT

[Resolved] This issue has been resolved.

Two Circles - Tableau Server Maintenance (North America) - April 3rd, 2025

April 3, 2025 11:00PM PDT

Two Circles - Tableau Server Maintenance (North America) - April 3rd, 2025Planned Maintenance

Description

Two Circles will be performing maintenance on Tableau Server on Thursday, April 3rd, 2025. As part of the maintenance, we will be updating the SSL certificate. These tasks will require a downtime for the Tableau Server environment and the estimated total downtime is 2 to 3 hours starting at 11 PM ET / 8 PM PT. Clients using the following Tableau Server environments will be affected by this maintenance: bi.koresoftware.com hornetsbi.koresoftware.com timberwolvesbi.koresoftware.com spursbi.koresoftware.com The rest of applications and user experiences will be unaffected during this scheduled Tableau Server maintenance work. If you have any questions about this scheduled maintenance, please reach out to your Success Manager or contact help@koresoftware.com.

Components

Fan Intelligence: Insights

Locations

North America

Schedule

April 3, 2025 8:00PM - April 3, 2025 11:00PM PDT

---

April 3, 2025 8:00PM PDT

[Update] Scheduled maintenance is starting.

April 3, 2025 11:00PM PDT

[Update] Scheduled maintenance is complete.

March 2025

Proactive Security Measure for Eloqua Integrations

March 26, 2025 10:49AM PDT

Proactive Security Measure for Eloqua IntegrationsOperational

Incident Status

Operational

Components

Fan Intelligence: Data Warehouse & Analytics

Locations

North America

---

March 26, 2025 10:49AM PDT

[Resolved] Valued KORE Intelligence Platform clients - We are reaching out proactively in response to reports of a potential Oracle-related security incident. More details can be found here: orca.security/resources/blog/oracle-cloud-breach-exploiting-cve-2021-35587 As a precautionary measure, we have reset the passwords associated with our Eloqua integrations. Please note that this action is preventative only—we have no indication that any data within our systems has been compromised. We recommend that all clients review their own data and contact Oracle directly with any questions or concerns regarding the reported incident. If you have any questions on our end, please don’t hesitate to reach out. Thank you kindly, KORE - Intelligence Platform Support

DWA - Delaware North integration issue identified

March 26, 2025 10:15AM PDT

DWA - Delaware North integration issue identifiedKnown Issue

Incident Status

Known Issue

Components

Fan Intelligence: Data Warehouse & Analytics

Locations

North America

---

March 18, 2025 4:50PM PDT

[Investigating] We have identified an issue affecting the Delaware North integration. As a result, a subset of clients may encounter data loading errors in their warehouse. Our team is actively investigating the issue, and we will provide updates as more information becomes available.

March 26, 2025 10:15AM PDT

[Resolved] This issue has been resolved.

Activate - API data sync issue

March 14, 2025 1:26PM PDT

Activate - API data sync issueKnown Issue

Incident Status

Known Issue

Components

Partnership Intelligence: Activate, Partnership Intelligence: Sponsorship, Partnership Intelligence: Suites & Premium

Locations

North America

---

March 14, 2025 12:52PM PDT

[Investigating] We are currently investigating an issue affecting the Activate data synchronization process when interacting with the PSS API in Production environments. This issue appears to be impacting all clients, and our team is actively working to identify the root cause and implement a resolution.

March 14, 2025 1:26PM PDT

[Resolved] This issue has been resolved. All records that were affected by the sync issue have been reprocessed.

February 2025

Email Support Ticket Submission issue

February 26, 2025 10:12PM PST

Email Support Ticket Submission issueKnown Issue

Incident Status

Known Issue

Components

Fan Intelligence: Data Warehouse & Analytics, Fan Intelligence: Helix, Fan Intelligence: Insights, Fan Intelligence: Ticketing & Engagement, Partnership Intelligence: Intake, Partnership Intelligence: Activate, Partnership Intelligence: Evaluate - Social, Partnership Intelligence: Sponsorship, Partnership Intelligence: Suites & Premium, Partnership Intelligence: Social - Data

Locations

North America

---

February 26, 2025 12:31PM PST

[Investigating] We are currently investigating an issue where support tickets submitted or forwarded via email are not being received by our Help Desk. However, support tickets submitted through the Help Portal are being received as expected. If you need to submit a support ticket, please do so via the Help Portal at help.koresoftware.com. We appreciate your patience as we work to resolve this issue.

February 26, 2025 10:12PM PST

[Resolved] We have resolved the issue with email ticket submissions to help@koresoftware.com and support@koresoftware.com. If you attempted to send a ticket via to help@koresoftware.com or support@koresoftware.com on Wednesday, February 26th, 2025, please submit your support ticket once again. We apologize for any inconvenience this may have caused.

Support ticket submission delays

February 20, 2025 3:08PM PST

Support ticket submission delaysKnown Issue

Incident Status

Known Issue

Components

Fan Intelligence: Data Warehouse & Analytics, Fan Intelligence: Helix, Fan Intelligence: Insights, Fan Intelligence: Ticketing & Engagement, Partnership Intelligence: Intake, Partnership Intelligence: Activate, Partnership Intelligence: Evaluate - Social, Partnership Intelligence: Sponsorship, Partnership Intelligence: Suites & Premium, Partnership Intelligence: Social - Data

Locations

North America, Europe, Asia Pacific

---

February 20, 2025 7:12AM PST

[Identified] We are currently experiencing delays with ticket submissions sent to help@koresoftware.com and support@koresoftware.com due to an unexpected impact from our domain migration from koresoftware.com to twocircles.com. To ensure timely support for the KORE Intelligence Platform (formerly KORE), please use the following email address for submitting requests: support@koresoftware.zendesk.com. Alternatively, you can submit a support ticket through our web portal at help.koresoftware.com. We appreciate your patience and apologize for any inconvenience. Our team is actively working to resolve this issue.

February 20, 2025 3:08PM PST

[Resolved] The issue affecting support ticket submissions via email to the koresoftware.com domain has been successfully resolved. Emails sent to help@koresoftware.com and support@koresoftware.com are now being processed as expected and are registering correctly in our support ticket system. We appreciate your patience and understanding while we worked to resolve this issue. If you experience any further difficulties, please don’t hesitate to reach out. Thank you for your continued support.

Warehouse Status Report - No Data Past February 7, 2025

February 10, 2025 3:38PM PST

Warehouse Status Report - No Data Past February 7, 2025Known Issue

Incident Status

Known Issue

Components

Fan Intelligence: Data Warehouse & Analytics, Fan Intelligence: Ticketing & Engagement, Partnership Intelligence: Sponsorship, Partnership Intelligence: Suites & Premium

Locations

North America

---

February 10, 2025 6:56AM PST

[Identified] We are currently investigating an issue with the Warehouse Status Reports where the integrations listed on the reports appear to have no new data past February 7, 2025. Our initial findings indicate that this is an issue with the report itself, as data from February 7, 2025, onward is present for the clients we have reviewed. We will provide updates as we identify the root cause and work toward a resolution. Thank you for your patience.

February 10, 2025 9:41AM PST

[Identified] We are currently working with AWS to further investigate the cause of the integration failures displayed on the Warehouse Status Report, including failures of the 'DWA' integration. All dashboard reports are impacted and will display failures. However, not all client integrations are affected, as the issue has been isolated to a single cluster. We will continue to provide updates as we gather more information. Thank you for your patience and understanding.

February 10, 2025 11:58AM PST

[Monitoring] On the evening of Friday, February 7th, 2025, an unrecoverable hardware failure occurred on the cluster. As a result, we restored warehouse data from a backup and are currently re-running integrations manually to ensure full recovery. Additionally, the Warehouse Status Reports have been addressed and should reflect the most current data within the next few hours. To prevent similar incidents in the future, we are evaluating availability improvements for more reliable failover handling, as well as steps to enhance response times. We appreciate your patience as we continue work on this issue and will provide further updates as needed.

February 10, 2025 3:38PM PST

[Resolved] All Warehouse reports impacted by this incident have now been fully restored. A few remaining customers may see final data refreshes completed by tomorrow, February 11th, 2025. We appreciate your patience and partnership as we worked through this issue. Thank you!

December 2024

Activate - Sponsorship Inventory Marked as 'Inactive'

December 24, 2024 10:02AM PST

Activate - Sponsorship Inventory Marked as 'Inactive'Known Issue

Incident Status

Known Issue

Components

Partnership Intelligence: Activate

Locations

North America

---

December 23, 2024 11:54AM PST

[Monitoring] Dear Valued KORE Intelligence Platform Customers, We want to inform you about a data sync issue affecting the integration between our Activate and Sponsorship products. In November 2024, we implemented a change to improve error handling during inventory syncs from Sponsorship to Activate. Unfortunately, this change inadvertently led to some inventory records being skipped during the sync or being marked as inactive in Activate. We have identified that this issue impacts a small subset of customers, and we are actively working to resolve it. The affected inventory records are being synced back to their proper state. No action is required on your part. We are committed to resolving this issue promptly and ensuring that your data integrity remains intact. Thank you for your understanding and patience. If you have any questions or concerns, please don’t hesitate to reach out to our support team.

December 24, 2024 10:02AM PST

[Resolved] Record syncs in Activate for the small subset of affected customers has completed. We appreciate your patience and apologize for any inconvenience this may have caused. Thank you and Happy Holidays!

Sponsorship/HELIX - Errors encountered after certificate expiration

December 5, 2024 12:37PM PST

Sponsorship/HELIX - Errors encountered after certificate expirationPartial Service Disruption

Incident Status

Partial Service Disruption

Components

Fan Intelligence: Helix, Partnership Intelligence: Sponsorship, Partnership Intelligence: Suites & Premium

Locations

North America

---

December 5, 2024 11:34AM PST

[Investigating] Valued KORE customer - We are investigating an issue across our Sponsorship platform (including standalone) that we discovered after restoring our KOREAUTH certificate. Our team is actively working to resolve these issues now.

December 5, 2024 11:39AM PST

[Monitoring] Valued KORE customer - Sponsorship and HELIX services are back online and operational. We will continue to monitor to ensure service continuity.

December 5, 2024 12:37PM PST

[Resolved] This issue has been resolved - all services are operational. We appreciate you patience and partnership, and apologize for the inconvenience this may have caused.

KOREAUTH - Certificate expired

December 5, 2024 11:26AM PST

KOREAUTH - Certificate expiredService Disruption

Incident Status

Service Disruption

Components

Fan Intelligence: Helix, Fan Intelligence: Ticketing & Engagement, Partnership Intelligence: Intake, Partnership Intelligence: Activate, Partnership Intelligence: Sponsorship, Partnership Intelligence: Suites & Premium

Locations

North America

---

December 5, 2024 10:26AM PST

[Identified] Valued KORE customer - We have identified an issue with our KOREAUTH platform which has temporarily denied access to some KORE applications. We are working on mitigating this issue now. Thank you for your patience!

December 5, 2024 11:26AM PST

[Resolved] Valued KORE customer - We have restored access to KORE services and are actively monitoring our platform to ensure continued service continuity. We appreciate your continued patience and partnership, and apologize for any inconvenience this has caused.

November 2024

DWA - Integration failures due to AWS maintenance.

November 13, 2024 8:21AM PST

DWA - Integration failures due to AWS maintenance.Partial Service Disruption

Incident Status

Partial Service Disruption

Components

Fan Intelligence: Data Warehouse & Analytics, Fan Intelligence: Ticketing & Engagement

Locations

North America

---

November 12, 2024 10:28AM PST

[Identified] Valued KORE Customers, We have identified an issue affecting a small subset of customers who may be experiencing disruptions with data integrations following scheduled AWS warehouse maintenance over the weekend (November 9-10, 2024). Our team is actively working with AWS to resolve these issues and restore full functionality for affected customers as quickly as possible. We will continue to post updates on our status page as we receive more information from AWS. Thank you for your patience and understanding.

November 13, 2024 8:21AM PST

[Resolved] Valued KORE Customers, We are pleased to inform you that the data integration disruptions affecting a small subset of our customers have been resolved. Our team worked closely with AWS to restore full functionality to affected warehouse customers. Data integrations have been successfully restored from the point of failure on November 9, 2024, and operations have resumed normal activity. We appreciate your patience and understanding as we addressed this issue. Should you have any additional questions or concerns, please don't hesitate to reach out to our support team at help@koresoftware.com. Thank you for your patience and partnership!

October 2024

Social - Instagram Outage

October 11, 2024 9:54AM PDT

Social - Instagram OutageKnown Issue

Incident Status

Known Issue

Components

Partnership Intelligence: Social - Data

Locations

North America

---

October 3, 2024 9:51AM PDT

[Identified] META (Instagram) is currently experiencing issues with their API due to recent releases on their part. We are working with our contacts to resolve the issue. At this time, KORE is only able to ingest IG Story data. All other data cannot be ingested.

October 4, 2024 10:22AM PDT

[Monitoring] Our primary data source for Instagram is still currently down due to unforeseen changes in META's API. Until this has been resolved, ingestion for all non-story posts will be prevented. This affects the initial ingestion of posts and updating metrics on previously ingested posts. Please note this may cause missing or stale data for Instagram posts and metrics. Unfortunately, the length of time for the outage cannot be determined, but we are continuing to work with our partners at META for a fast resolution. Until then, we are investigating alternate data sources to leverage should the outage continue. We will provide updates on this status page as we receive them Thank you for your continued patience!

October 7, 2024 1:35PM PDT

[Monitoring] We are testing an alternate method to gather IG data and anticipate moving to this solution by Wednesday, October 9th, 2024. We will provide updates to this timeline as they become available. Please be aware that we must process the backlog of social post data. IG post metrics are expected to be stale by several days. We will work on these as soon as possible.

October 9, 2024 11:28AM PDT

[Monitoring] We have implemented a fix to address Instagram post ingestion issues and the backlog from the past few days. We expect all Instagram data to be caught up today so metrics will be current as of tomorrow, October 10th, 2024.

October 11, 2024 9:54AM PDT

[Resolved] Instagram posts and customer dashboards should now be current. We appreciate your patience during this issue. Please reach out to help@koresoftware.com with any questions.