Resolved – We have reviewed all text-distribution clients and responses and validated that all pending survey responses via text-distribution are now available in the EMS Survey Team portal.
Monitoring – After processing and caching has cleared, we are now seeing more up-to-date response numbers in your EMS Survey Team portal. We are monitoring and reviewing all responses for any additional gaps. A process is being developed to prevent this issue in the future. We will update this incident with more information when a fix has been applied.
Monitoring – We have processed previous responses using the correct data and more responses should be available after our view cache is refreshed overnight.
Identified – The root cause has been identified as an API change with our text-distribution survey provider.
Investigating – This incident may be affecting some mail-distribution clients. We will update provide more information on the scope of this incident after further investigation. This incident has been discovered to only affect clients distributing surveys via SMS.
Investigating – We are currently investigating an issue affecting reporting for text-distribution (SMS) clients. Some agencies may notice a discrepancy where some survey responses are not shown in the EMS Survey Team Portal.
Please note: No survey response data has been lost. Our backend systems are successfully capturing and securing all incoming survey responses via SMS. The issue has been identified as strictly related to a delay in how this data is syncing and rendering on the EMS Survey Team Portal.
Our engineering team is actively investigating the root cause of this reporting bottleneck. We will provide an update as soon as we have isolated the issue and have an estimated timeline for resolution.