Some systems are experiencing issues

Past Incidents

Sunday 26th September 2021

No incidents reported

Saturday 25th September 2021

No incidents reported

Friday 24th September 2021

Email Marketing Scheduled Maintenance Notice: Saturday, 9/25, at 6:00pm (CDT) - Outage Expected For Less Than 1 hour

On Saturday, 9/25, at 6:00pm (CDT), we will be upgrading our email marketing database. This will cause the application to be unaccessible during the time of the upgrade, which we anticipate being less than one hour. Scheduled and automated mailings should run normally during this time, as the database being updated only affects the ability to use the application.

We will be monitoring and testing during and after the upgrade to ensure everything returns to normal working order.

Thank you!

Phone Support Ongoing phone service and call quality issues

Our phone service provider is continuing to face issues stemming from the attack on their network. As a result, our phone service functionality continues to be unpredictable. We will update here as we know more and once our systems are fully operational. If you have difficulties reaching us by phone and need to contact our support team, you can:

  1. Review our online 24/7 support resources from your Springboard found under the Support > 'FAQs' link (or go to firespring.com/client-area).

  2. Submit a contact form from your Springboard under the Support > 'Contact Us' link.

  3. Email us at support@firespring.com

  4. Contact support using the chat feature in your Springboard to chat online with our support team (this channel is currently based on availability of our team members). Our chat bot can help you navigate some common FAQ and troubleshooting issues.

Thank you for your patience while our team works with our phone provider on this issue.

VersaDoc VersaDoc Performance Issues

The VersaDoc application is currently experiencing issues that may impact proofing documents, downloading print-ready files and editing existing or uploading new documents. Our team is investigating and working to resolve the issue. We will post more information to this page as it becomes available.

Thursday 23rd September 2021

No incidents reported

Wednesday 22nd September 2021

Springboard [RESOLVED] Reports of slowness inside of the Springboard

Update: This issue has been resolved. We are continuing to monitor the system.

Our Engineers are investigating reports of slowness for users inside of the Springboard. We'll post here once the issue has been resolved.

Phone Support [MONITORING] Ongoing functionality issues with our phone service provider

Update 9/23/21 11:28 am: The issue with our phone service provider appears to be resolved. We're continuing to monitor the situation. Phone calls should be going through successfully now.

Our phone service provider is continuing to face issues stemming from the attack on their network. As a result, our phone service functionality continues to be unpredictable. We will update here as we know more and once our systems are fully operational. If you have difficulties reaching us by phone and need to contact our support team, you can:

  1. Review our online 24/7 support resources from your Springboard found under the Support > FAQs link (or go to firespring.com/client-area).

  2. Submit a contact form from your Springboard under the Support > 'Contact Us' link.

  3. Email us at support@firespring.com

  4. Contact support using the chat feature in your Springboard to chat online with our support team (this channel is currently based on availability of our team members). Our chat bot can help you navigate some common FAQ and troubleshooting issues.

Thank you for your patience while our team works with our phone provider on this issue.

Tuesday 21st September 2021

No incidents reported

Monday 20th September 2021

Phone Support Update on continued issues with our phone service provider

Our third-party phone service provider is currently undergoing continued service issues resulting from an ongoing Distributed Denial of Service (DDoS) attack that they are experiencing, which is causing repeated issues with our call service functionality and quality.

First, we want to make it clear what this means: Neither Firespring nor our clients were “hacked”—no one gained access to our infrastructure or any data. This is all happening on our phone service provider's end.

The service and functionality during a DDoS attack like this can be unpredictable and unreliable, so thank you for your patience and understanding. Our IT team is currently working with them on workarounds, where possible, and longer-term solutions. It’s our priority to provide the highest level of service and transparency and we'd welcome any questions you have.

If you need to contact our support team, you can:

  1. Review our online 24/7 support resources from your Springboard found under the Support > FAQs link (or go to firespring.com/client-area).

  2. Submit a contact form from your Springboard under the Support > 'Contact Us' link.

  3. Email us at support@firespring.com

  4. Contact support using the chat feature in your Springboard to chat online with our support team (this channel is currently based on availability of our team members). Our chat bot can help you navigate some common FAQ and troubleshooting issues.

Thank you for your patience while our team works with our phone provider on this issue.

Phone Support [Investigating - Local phone number is working] Firespring phone support is still down (phone provider experiencing technical difficulties)

Update 11:49 AM (CST): Calls appear to be working successfully for the local line (402-437-0000), but our direct support phone number (877-447-8936) appears to still be experiencing issues. If possible, please call our local number (402-437-0000) for support or email support@firespring.com

Update: We've been able to successfully restore incoming and outgoing call functionality with our phone provider. With the lines now working correctly, we may experience a slightly longer hold time based on incoming volume.

Thank you for your patience. If you have any issues connecting with our teams via phone, you can email us at support@firespring.com

Our phone provider is still experiencing issues with their system. This is preventing us from being able to accept incoming calls or dial outbound. Our IT team is actively working with their support team on potential workarounds. If you need to contact support, you can:

  1. Review our online 24/7 support resources from your Springboard found under the Support > FAQs link (or go to firespring.com/client-area)

  2. Contact support using the chat feature in your Springboard to chat online with our support team

  3. Submit a contact form from your Springboard under the Support > Contact Us link

  4. Email us at support@firespring.com

Thank you for your patience while our team works with our phone provider on this issue.