Jelou - Notice history

Jelou API under maintenance

Notice history

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Jan 2026

JAN14
Database scheduled maintenance
CompletedMaintenance3 hours
  • Completed
    January 14, 2026 at 8:00 AMUTC
    Completed
    January 14, 2026 at 8:00 AMUTC
    Maintenance has completed successfully
  • In progress
    January 14, 2026 at 5:00 AMUTC
    In progress
    January 14, 2026 at 5:00 AMUTC
    Maintenance is now in progress
  • Planned
    January 14, 2026 at 5:00 AMUTC
    Planned
    January 14, 2026 at 5:00 AMUTC

    In order to improve the security of our platform and increase user satisfaction, we will be performing preventative maintenance on our systems. This work will contribute to improving the environment, as well as the stability and availability of our database services.

    Service interruptions may occur during maintenance. We will do our best to minimize these interruptions.
    If you have any issues or need help understanding this change, please contact the appropriate support teams to coordinate: help@jelou.ai.

    Thank you for your continued trust in us and for being part of our community.
    We will continue to work hard to provide you with exceptional service.

    Schedule:

    • EC: 00:00 (GMT-5)

    • MX: 23:00 (GMT-6)

    • BR: 02:00 (GMT-3)

WhatsApp Message Queuing
ResolvedPartial outage2 hours 3 minutes
  • Resolved
    UTC
    Resolved
    This incident has been resolved.
  • Investigating
    UTC
    Investigating

    We are currently experiencing a latency of approximately 3 minutes in WhatsApp message reception.

JAN13
Scheduled platform maintenance
CompletedMaintenance2 hours
  • Completed
    January 13, 2026 at 5:00 AMUTC
    Completed
    January 13, 2026 at 5:00 AMUTC
    Maintenance has completed successfully
  • In progress
    January 13, 2026 at 3:00 AMUTC
    In progress
    January 13, 2026 at 3:00 AMUTC
    Maintenance is now in progress
  • Planned
    January 13, 2026 at 3:00 AMUTC
    Planned
    January 13, 2026 at 3:00 AMUTC

    In order to improve the security of our platform and increase the satisfaction of our users, we will perform preventive maintenance on our systems. This work will contribute to improving the environment, as well as the stability and availability of our services. Service interruptions may occur during maintenance.

    We will endeavor to keep these interruptions to a minimum. If you have any issues or need help understanding this change, please contact the respective support teams for coordination: ayuda@jelou.ai.

    Thank you for your continued trust in us and for being part of our community. We will continue to work hard to provide you with exceptional service.

    Schedule:

    • EC: 00:00 (GMT-5)

    • MX: 23:00 (GMT-6)

    • BR: 02:00 (GMT-3)

JAN8
Scheduled platform maintenance
CompletedMaintenance2 hours
  • Completed
    January 08, 2026 at 5:00 AMUTC
    Completed
    January 08, 2026 at 5:00 AMUTC
    Maintenance has completed successfully
  • In progress
    January 08, 2026 at 3:00 AMUTC
    In progress
    January 08, 2026 at 3:00 AMUTC
    Maintenance is now in progress
  • Planned
    January 08, 2026 at 3:00 AMUTC
    Planned
    January 08, 2026 at 3:00 AMUTC

    In order to improve the security of our platform and increase the satisfaction of our users, we will perform preventive maintenance on our systems. This work will contribute to improving the environment, as well as the stability and availability of our services. Service interruptions may occur during maintenance.

    We will endeavor to keep these interruptions to a minimum. If you have any issues or need help understanding this change, please contact the respective support teams for coordination: ayuda@jelou.ai.

    Thank you for your continued trust in us and for being part of our community. We will continue to work hard to provide you with exceptional service.

    Schedule:

    • EC: 00:00 (GMT-5)

    • MX: 23:00 (GMT-6)

    • BR: 02:00 (GMT-3)

JAN7
Routine platform maintenance
CompletedMaintenance2 hours
  • Completed
    January 07, 2026 at 5:00 AMUTC
    Completed
    January 07, 2026 at 5:00 AMUTC
    Maintenance has completed successfully
  • In progress
    January 07, 2026 at 3:00 AMUTC
    In progress
    January 07, 2026 at 3:00 AMUTC
    Maintenance is now in progress
  • Planned
    January 07, 2026 at 3:00 AMUTC
    Planned
    January 07, 2026 at 3:00 AMUTC

    As part of our commitment to ensuring a secure and reliable system, we will be performing routine maintenance. There is expected zero downtime, so no need to worry.

    Thank you for your understanding and cooperation. If you have any kind of problem or need help with understanding of this change, kindly reach out to the respective support teams for coordination: ayuda@jelou.ai

    Schedule:

    • EC: 22:00 (GMT-5)

    • MX: 21:00 (GMT-6)

    • BR: 00:00 (GMT-3)

Dec 2025

RCA – Database Latency Event
ResolvedMajor outage10 minutes
  • Resolved
    UTC
    Resolved
    This incident has been resolved.
  • Investigating
    UTC
    Investigating

    Incident Summary

    On December 31, 2025, between 10:00 a.m. and 10:10 a.m. (local time), a temporary service latency was observed, associated with an automated database backup process.

    The behavior was isolated and controlled, and the service stabilized automatically once the process was completed.

    Impact

    During the indicated interval, some services may have experienced slower-than-usual response times.
    No service unavailability or data integrity issues were identified.

    Detection

    The event was identified through system monitoring, where temporary increases in response times were observed, coinciding with the execution of the automated database backup process.

    Response

    The technical team:

    Validated the database status during the event.

    Confirmed the execution of the automated backup process.

    Monitored system behavior until normalization.

    No corrective intervention was required, as the service stabilized as expected.

    Cause

    Temporary latency generated by an automated database backup process, executed within defined parameters.

    Solution

    Completion of the automated backup process.

    Confirmation of normalization of service response times.

RCA - Latency in bots associated with an automatic component update
ResolvedMajor outage1 hour
  • Resolved
    UTC
    Resolved
    This incident has been resolved.
  • Investigating
    UTC
    Investigating

    1. Incident Summary

    On December 31, 2025, between 6:00 a.m. and 7:00 a.m. (local time), a temporary impact on bot functionality was observed, associated with an automatic update of a system component, which caused the bots not to respond correctly during that period.

    The technical team detected the situation in a timely manner and performed a manual rollback, successfully restoring normal service operation.
    The total duration of the incident was approximately 60 minutes.

    2. Impact

    During the period between 6:00 a.m. and 7:00 a.m., the bots experienced intermittent response behavior, which may have resulted in a suboptimal experience for end users.
    No data loss or full platform unavailability was identified.

    3. Detection

    The incident was identified by the technical team through system monitoring, after detecting variations in response times following an automatic update.

    Additionally, it was identified that an automated database backup process may have contributed to the latency observed during the same period.

    4. Response

    The technical team carried out the following actions:

    • Review of recent changes applied to the environment.

    • Identification of the automatic component update as the associated factor.

    • Execution of a manual rollback to return to a stable version.

    • Continuous monitoring to confirm service stability.

    The incident was successfully resolved by the internal team.

    5. Cause

    • Automatic update of a system component, which caused a temporary impact on bot response capacity.

    • Simultaneous execution of an automated database backup process, which may have increased latency.


    • 6. Solution

    • Manual rollback of the updated component.

    • Validation of proper bot functionality.

    • Confirmation of system stability following the intervention.

Intermittency – Civil Registry Service
ResolvedMajor outage3 hours 51 minutes
  • Resolved
    UTC
    Resolved

    The Civil Registry service has been fully restored and is now operating normally. The technical team has completed the corresponding validations to confirm proper functionality.

    We will provide updates if any additional developments arise.

  • Investigating
    UTC
    Investigating

    December 21, 2025 at 10:45 PM
    Intermittent issues have been detected in the Civil Registry service since 10:42 AM (UTC -5, Ecuador). The technical team is currently performing the necessary checks.

    We will keep you informed of any updates or progress.

General WhatsApp Message Latency
ResolvedDegraded performance21 minutes
  • Resolved
    UTC
    Resolved

    WhatsApp message delivery and reception times have returned to normal. The issue was reviewed and addressed in coordination with our provider.
    We will continue monitoring to ensure stable operation.

    The RCA will be shared through this channel within no more than one week.

  • Investigating
    UTC
    Investigating

    We are currently experiencing general latency in WhatsApp message reception and delivery. The issue is under review in coordination with our provider.
    We will continue to share updates as more information becomes available.

Error Messages in Executions
ResolvedMajor outage2 hours 42 minutes
  • Postmortem
    UTC
    Postmortem

    RCA – 12/17/25

    1. Incident Summary

    On December 17, 2025, alerts were triggered related to the performance and availability of services dependent on the MongoDB database. Jelou’s technical team prioritized the platform review and confirmed that certain query processes were experiencing performance degradation, impacting the proper operation of associated services.

    2. Impact

    During the incident, customers interacting with chats and integrated corporate services experienced slow responses and intermittent behavior, including increased wait times on some queries, partially affecting the overall user experience.

    3. Detection

    The incident was detected through performance monitoring systems and automated alerts, which indicated an abnormal increase in database response times. Additionally, support tickets were received from the customer support team reporting slowness and service inconsistencies.

    4. Response

    Jelou’s technical team conducted a thorough analysis of the database status, reviewing performance metrics, query load, and resource utilization. During this process, inefficiencies in query execution were identified, causing overload and negatively impacting system responsiveness.

    5. Root Cause

    The investigation determined that the incident was related to an issue in the database query optimization structure, resulting in certain operations executing inefficiently, increasing processing times and resource consumption.

    6. Resolution

    To resolve the incident, corrective adjustments were applied to the database configuration and optimization, restoring the necessary conditions for proper query processing. These actions normalized performance and restored stability to the affected services.

    7. Mitigation

    As a preventive measure, change management and validation controls for the database were reinforced, along with continuous monitoring of critical performance metrics. In addition, early warning alert mechanisms remain active to proactively detect any anomalous behavior that could impact Jelou’s services.

  • Resolved
    UTC
    Resolved
    This incident has been resolved.
  • Investigating
    UTC
    Investigating

    Some error messages are currently appearing in certain chat executions.
    Our technical team is reviewing this behavior and making the necessary adjustments to ensure proper service operation.

Nov 2025

Global Cloudflare Connectivity Outage
ResolvedDegraded performance2 hours 10 minutes
  • Resolved
    UTC
    Resolved
    This incident has been resolved.
  • Monitoring
    UTC
    Monitoring

    Cloudfare implemented a fix and are currently monitoring the result.

  • Identified
    UTC
    Identified

    Issue: Cloudflare is experiencing a global connectivity outage (7:10 am UTC-05).
    Impact: You may have trouble accessing apps.jelou.ai.
    Jelou Status: All Jelou services remain operational, but external access is affected.
    Temporary Solution: Please use our contingency URL to log in:
    https://apps.01lab.co/login
    Updates: Follow live updates here: https://status.jelou.ai
    Source: Cloudflare incident details: https://www.cloudflarestatus.com

Issues with Message Delivery
ResolvedMajor outage8 minutes
  • Resolved
    UTC
    Resolved
    This incident has been resolved.
  • Investigating
    UTC
    Investigating

    We are currently experiencing message delivery issues due to a problem with our provider, Meta. Our team is monitoring the situation and will share updates as soon as they become available.

Multimedia Content Processing Incident
ResolvedPartial outage5 hours 56 minutes
  • Postmortem
    UTC
    Postmortem
    This incident has been resolved.
  • Resolved
    UTC
    Resolved
    This incident has been resolved.
  • Monitoring
    UTC
    Monitoring
    We implemented a fix and are currently monitoring the result.
  • Identified
    UTC
    Identified

    Today, incidents were reported where videos or audio files sent by users could not be played due to issues in multimedia content processing.

    For biometric cases, users are advised to repeat the biometric process. A fix has been applied, and the service is being monitored to ensure proper functioning.

NOV13
Scheduled platform maintenance
CompletedMaintenance2 hours
  • Completed
    November 13, 2025 at 7:00 AMUTC
    Completed
    November 13, 2025 at 7:00 AMUTC
    Maintenance has completed successfully
  • In progress
    November 13, 2025 at 5:00 AMUTC
    In progress
    November 13, 2025 at 5:00 AMUTC
    Maintenance is now in progress
  • Planned
    November 13, 2025 at 5:00 AMUTC
    Planned
    November 13, 2025 at 5:00 AMUTC

    In order to improve the security of our platform and increase the satisfaction of our users, we will perform preventive maintenance on our systems. This work will contribute to improving the environment, as well as the stability and availability of our services. Service interruptions may occur during maintenance.

    We will endeavor to keep these interruptions to a minimum. If you have any issues or need help understanding this change, please contact the respective support teams for coordination: ayuda@jelou.ai.

    Thank you for your continued trust in us and for being part of our community. We will continue to work hard to provide you with exceptional service.

    Schedule:

    • EC: 00:00 (GMT-5)

    • MX: 23:00 (GMT-6)

    • BR: 02:00 (GMT-3)

System Update: Chat Assignment
ResolvedDegraded performance
  • Update
    UTC
    Update
    This incident has been resolved.
  • Resolved
    UTC
    Resolved

    During the scheduled maintenance, temporary delays were experienced in the automatic chat assignment due to queued processes, which required manual assignment for a short period.

    The processes are now fully normalized, and automatic assignment is functioning correctly. Monitoring continues to ensure no further delays and to maintain efficient chat handling.

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