IMPaCT Care Status - Incident history https://impact-care.instatus.com IMPaCT Care Wed, 16 Sep 2026 20:16:35 +0000 Issue affecting Outreach pool metrics in the Outreach Report Type: Incident Duration: 4 days, 19 hours and 27 minutes Affected Components: Reporting Module Sep 16, 20:16:35 GMT+0 - Investigating - We have recently identified and are currently investigating this incident. * **Reports affected**: Outreach Report * **Metrics affected** * Outreach Pool * Total who haven't completed outreach * Outreach rate * **Issue** * If a client was eligible for one program at the start of the reporting period and was outreached for a different program within the reporting period, the first program is not counted toward the Outreach pool. * The corrected Outreach pool will be higher than the current metrics by no more than 2% for an organization when looking at the last month’s Outreach report. * **When the issue started**: Under investigation * **What this means for you:** While we investigate this issue these metrics may be inaccurate in your reports. We’ll share more as information is available. Thank you for your patience. Sep 21, 15:43:57 GMT+0 - Resolved - This issue was resolved on 9/21/26\. Please see below for full details. 1. **Reports affected:** Outreach Report 2. **Metrics affected:** 1. Primary metric: Outreach pool 2. Secondary metrics 1. Total who haven''t completed outreach 2. Outreach rate 3. **Issue** 1. If a client was eligible for one program at the start of the reporting period and was outreached for a different program within the reporting period, the first program is not counted toward the Outreach pool. 2. If a client was eligible for more than one program in the year prior to the reporting period, in many cases, they were excluded from the outreach pool for all but the last program. 3. The newest fix contains updates for this issue and the one affecting transfers. (Please see the separate incident note for full details). 4. **Net impact of these issues (transfer and Outreach pool issues):** For an Outreach Report run for the month of August, we see the following effects: 1. Outreach pool: Can increase by up to 50% or decrease by up to 5% depending on organization 2. Enrolled: 1. ALL SELECTED CHWS AND COORDINATORS metric values are not affected. 2. Metrics by CHW/Coordinator can vary by organization and CHW 3. Declined: Decreases by up to 2 outcomes 4. Not Reached: Decreases by up to 1 outcome 5. Ineligible: No impact 6. Opt-out: No impact 5. **When the issue started**: June 2025\. If you pulled any Outreach reports between 6/2025 and 9/21/2026 and want to see these corrections, we recommend re-pulling your reports. Thank you for your patience and please reach out to us at [support@impactcarehq.com](mailto:support@impactcarehq.com) if you have any questions. Type: Incident

Duration: 4 days, 19 hours and 27 minutes

Affected Components:

<p><small>Sep <var data-var='date'> 16</var>, <var data-var='time'>20:16:35</var> GMT+0</small><br><strong>Investigating</strong> - We have recently identified and are currently investigating this incident. * **Reports affected**: Outreach Report * **Metrics affected** * Outreach Pool * Total who haven't completed outreach * Outreach rate * **Issue** * If a client was eligible for one program at the start of the reporting period and was outreached for a different program within the reporting period, the first program is not counted toward the Outreach pool. * The corrected Outreach pool will be higher than the current metrics by no more than 2% for an organization when looking at the last month’s Outreach report. * **When the issue started**: Under investigation * **What this means for you:** While we investigate this issue these metrics may be inaccurate in your reports. We’ll share more as information is available. Thank you for your patience..</p> <p><small>Sep <var data-var='date'> 21</var>, <var data-var='time'>15:43:57</var> GMT+0</small><br><strong>Resolved</strong> - This issue was resolved on 9/21/26\. Please see below for full details. 1. **Reports affected:** Outreach Report 2. **Metrics affected:** 1. Primary metric: Outreach pool 2. Secondary metrics 1. Total who haven''t completed outreach 2. Outreach rate 3. **Issue** 1. If a client was eligible for one program at the start of the reporting period and was outreached for a different program within the reporting period, the first program is not counted toward the Outreach pool. 2. If a client was eligible for more than one program in the year prior to the reporting period, in many cases, they were excluded from the outreach pool for all but the last program. 3. The newest fix contains updates for this issue and the one affecting transfers. (Please see the separate incident note for full details). 4. **Net impact of these issues (transfer and Outreach pool issues):** For an Outreach Report run for the month of August, we see the following effects: 1. Outreach pool: Can increase by up to 50% or decrease by up to 5% depending on organization 2. Enrolled: 1. ALL SELECTED CHWS AND COORDINATORS metric values are not affected. 2. Metrics by CHW/Coordinator can vary by organization and CHW 3. Declined: Decreases by up to 2 outcomes 4. Not Reached: Decreases by up to 1 outcome 5. Ineligible: No impact 6. Opt-out: No impact 5. **When the issue started**: June 2025\. If you pulled any Outreach reports between 6/2025 and 9/21/2026 and want to see these corrections, we recommend re-pulling your reports. Thank you for your patience and please reach out to us at [support@impactcarehq.com](mailto:support@impactcarehq.com) if you have any questions..</p> ]]> Wed, 16 Sep 2026 20:16:35 +0000 https://impact-care.instatus.com/incident/cmu4jk48z01kz13o9l00gjj03 https://impact-care.instatus.com/incident/cmu4jk48z01kz13o9l00gjj03 CHW/Coordinators and their data are missing from reports if their role changes Type: Incident Affected Components: Reporting Module Sep 14, 21:00:54 GMT+0 - Investigating - * **Reports affected** * Outreach Report * Activity Report * Progress Report * Closeout Report * **Metrics affected:** All * **Issue:** If a user changes from a CHW or Coordinator role to a different role, they no longer show as an option to select for report downloads. Any reports pulled after their role change will be missing data attributed to that user. * **When the issue started:** Under investigation * **Impact**: We believe this only affects one organization and will be in touch with them directly. Thank you for your patience! Type: Incident

Affected Components:

<p><small>Sep <var data-var='date'> 14</var>, <var data-var='time'>21:00:54</var> GMT+0</small><br><strong>Investigating</strong> - * **Reports affected** * Outreach Report * Activity Report * Progress Report * Closeout Report * **Metrics affected:** All * **Issue:** If a user changes from a CHW or Coordinator role to a different role, they no longer show as an option to select for report downloads. Any reports pulled after their role change will be missing data attributed to that user. * **When the issue started:** Under investigation * **Impact**: We believe this only affects one organization and will be in touch with them directly. Thank you for your patience!.</p> ]]> Mon, 14 Sep 2026 21:00:54 +0000 https://impact-care.instatus.com/incident/cmu1q9euz00be1mlrrz3h0udq https://impact-care.instatus.com/incident/cmu1q9euz00be1mlrrz3h0udq Scheduled IMPaCT app downtime August 18 12:00am - 4:00am EDT Type: Maintenance Duration: 4 hours Affected Components: AI Scribe, Enrollment Module, Clients Module, SFTP, Reporting Module Aug 18, 08:00:00 GMT+0 - Completed - Maintenance has completed successfully Aug 14, 20:13:38 GMT+0 - Identified - We will be conducting scheduled maintenance for the the IMPaCT app on August 18th from 12:00am - 4:00am EDT. During this time the IMPaCT app will be unavailable. Please contact us at [support@impactcarehq.com](mailto:support@impactcarehq.com) if you have any questions. Thank you. Aug 18, 04:00:01 GMT+0 - Identified - Maintenance is now in progress Type: Maintenance

Duration: 4 hours

Affected Components: , , , ,

<p><small>Aug <var data-var='date'> 18</var>, <var data-var='time'>08:00:00</var> GMT+0</small><br><strong>Completed</strong> - Maintenance has completed successfully.</p> <p><small>Aug <var data-var='date'> 14</var>, <var data-var='time'>20:13:38</var> GMT+0</small><br><strong>Identified</strong> - We will be conducting scheduled maintenance for the the IMPaCT app on August 18th from 12:00am - 4:00am EDT. During this time the IMPaCT app will be unavailable. Please contact us at [support@impactcarehq.com](mailto:support@impactcarehq.com) if you have any questions. Thank you..</p> <p><small>Aug <var data-var='date'> 18</var>, <var data-var='time'>04:00:01</var> GMT+0</small><br><strong>Identified</strong> - Maintenance is now in progress.</p> ]]> Tue, 18 Aug 2026 04:00:00 +0000 https://impact-care.instatus.com/maintenance/cmstdx7hb0cdt0zqtyuw81a6x https://impact-care.instatus.com/maintenance/cmstdx7hb0cdt0zqtyuw81a6x Issues with CHW attribution on the Outreach report Type: Incident Duration: 10 days, 20 hours and 46 minutes Affected Components: Reporting Module Sep 21, 15:48:06 GMT+0 - Resolved - This incident has been resolved. Aug 10, 18:52:30 GMT+0 - Investigating - We've recently learned of an issue that may be affecting the following report and metrics: **Situation when metric is affected (based on what we know so far):** When a client transfers CHWs **Affected report:** Outreach report **Affected metrics:** Outreach metrics by CHW (this does not affect the ALL SELECTED CHWS metrics) * Primary metrics affected (where the main issue is): * \_\_\_\_Enrolled -- the number of clients enrolled by a CHW * Secondary metrics affected (because the primary metric is used in their calculation): * Total clients who have completed outreach * All rate calculations: * Outreach rate * Acceptance rate * Enrollment rate * Refusal rate * Not reached rate * Ineligible rate **When the issue started:** Under investigation We'll share as more information is available. Thank you. Sep 21, 15:38:18 GMT+0 - Resolved - This issue has been resolved as of 9/21/26\. Please see below for full details. 1. **Reports affected:** Outreach Report 2. **Metrics affected:** All 3. **Issue** 1. Original issue affecting Enrolled client transfers: When an Enrolled client transfers CHWs, does not transfer programs, and a report was over the initial enrollment and the transfer, their Enrolled outcome was attributed to the original CHW. 2. Related issue affecting Not Reached, Declined, Opt-out, and Ineligible "transfers": We also determined that when a client was in a Not reached, Declined, Opt-out, or Ineligible status and changed CHW or program without a status change, the update was counted as a new outcome instead of a transfer of an existing outcome. 3. Incidental issue found re Outreach Pool: While investigating this issue, we found an issue affecting Outreach pool metrics which was also resolved with this fix. (There is a separate incident note about this with full details.) 4. **Net impact of these issues:** For an Outreach Report run for the month of August, we see the following effects: 1. Outreach pool: Can increase by up to 50% or decrease by up to 5% depending on organization 2. Enrolled: 1. ALL SELECTED CHWS AND COORDINATORS metric values are not affected. 2. Metrics by CHW/Coordinator can vary by organization and CHW (depending on transfer activity) 3. Declined: Decreases by up to 2 outcomes 4. Not Reached: Decreases by up to 1 outcome 5. Ineligible: No impact 6. Opt-out: No impact 5. **When the issue started**: June 2025 Outreach pool issue; Dec 2025 Transfer issue. If you pulled any Outreach reports between 6/2025 and 9/21/2026 and want to see these corrections, we recommend re-pulling your reports. Thank you for your patience and please reach out to us at [support@impactcarehq.com](mailto:support@impactcarehq.com) if you have any questions. Type: Incident

Duration: 10 days, 20 hours and 46 minutes

Affected Components:

<p><small>Sep <var data-var='date'> 21</var>, <var data-var='time'>15:48:06</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> <p><small>Aug <var data-var='date'> 10</var>, <var data-var='time'>18:52:30</var> GMT+0</small><br><strong>Investigating</strong> - We've recently learned of an issue that may be affecting the following report and metrics: **Situation when metric is affected (based on what we know so far):** When a client transfers CHWs **Affected report:** Outreach report **Affected metrics:** Outreach metrics by CHW (this does not affect the ALL SELECTED CHWS metrics) * Primary metrics affected (where the main issue is): * \_\_\_\_Enrolled -- the number of clients enrolled by a CHW * Secondary metrics affected (because the primary metric is used in their calculation): * Total clients who have completed outreach * All rate calculations: * Outreach rate * Acceptance rate * Enrollment rate * Refusal rate * Not reached rate * Ineligible rate **When the issue started:** Under investigation We'll share as more information is available. Thank you..</p> <p><small>Sep <var data-var='date'> 21</var>, <var data-var='time'>15:38:18</var> GMT+0</small><br><strong>Resolved</strong> - This issue has been resolved as of 9/21/26\. Please see below for full details. 1. **Reports affected:** Outreach Report 2. **Metrics affected:** All 3. **Issue** 1. Original issue affecting Enrolled client transfers: When an Enrolled client transfers CHWs, does not transfer programs, and a report was over the initial enrollment and the transfer, their Enrolled outcome was attributed to the original CHW. 2. Related issue affecting Not Reached, Declined, Opt-out, and Ineligible "transfers": We also determined that when a client was in a Not reached, Declined, Opt-out, or Ineligible status and changed CHW or program without a status change, the update was counted as a new outcome instead of a transfer of an existing outcome. 3. Incidental issue found re Outreach Pool: While investigating this issue, we found an issue affecting Outreach pool metrics which was also resolved with this fix. (There is a separate incident note about this with full details.) 4. **Net impact of these issues:** For an Outreach Report run for the month of August, we see the following effects: 1. Outreach pool: Can increase by up to 50% or decrease by up to 5% depending on organization 2. Enrolled: 1. ALL SELECTED CHWS AND COORDINATORS metric values are not affected. 2. Metrics by CHW/Coordinator can vary by organization and CHW (depending on transfer activity) 3. Declined: Decreases by up to 2 outcomes 4. Not Reached: Decreases by up to 1 outcome 5. Ineligible: No impact 6. Opt-out: No impact 5. **When the issue started**: June 2025 Outreach pool issue; Dec 2025 Transfer issue. If you pulled any Outreach reports between 6/2025 and 9/21/2026 and want to see these corrections, we recommend re-pulling your reports. Thank you for your patience and please reach out to us at [support@impactcarehq.com](mailto:support@impactcarehq.com) if you have any questions..</p> ]]> Mon, 10 Aug 2026 18:52:30 +0000 https://impact-care.instatus.com/incident/cmsnl9g4p002d0rmoursg2xsm https://impact-care.instatus.com/incident/cmsnl9g4p002d0rmoursg2xsm Issue with preset metrics in reports Type: Incident Duration: 5 days, 21 hours and 19 minutes Affected Components: Reporting Module Aug 8, 01:47:23 GMT+0 - Identified - We've identified an issue in the presets section of reports that affects **Progress and Closeout reports pulled since 6/6/26**. The preset metrics are, for each preset: | Clients with the preset active | | ----------------------------------------------------- | | \_\_\_Clients with the preset completed at least once | Expected behavior is that these metrics are the number of enrollments that had the preset active and the preset completed at least once. Actual behavior since 6/6/26 has been that these metrics are the number of times a preset goal was active and completed. This issue primarily affects organizations that have phased programs or have clients who both participate in multiple programs **and** use the same preset in multiple programs. If you would like more details about the impact on metrics for your organizations or specific programs and CHWs please reach out and we are happy to help. We are still working on a fix and will send another update when it's complete. Thank you for your patience. Aug 13, 23:06:19 GMT+0 - Resolved - This incident has been resolved. Type: Incident

Duration: 5 days, 21 hours and 19 minutes

Affected Components:

<p><small>Aug <var data-var='date'> 8</var>, <var data-var='time'>01:47:23</var> GMT+0</small><br><strong>Identified</strong> - We've identified an issue in the presets section of reports that affects **Progress and Closeout reports pulled since 6/6/26**. The preset metrics are, for each preset: | Clients with the preset active | | ----------------------------------------------------- | | \_\_\_Clients with the preset completed at least once | Expected behavior is that these metrics are the number of enrollments that had the preset active and the preset completed at least once. Actual behavior since 6/6/26 has been that these metrics are the number of times a preset goal was active and completed. This issue primarily affects organizations that have phased programs or have clients who both participate in multiple programs **and** use the same preset in multiple programs. If you would like more details about the impact on metrics for your organizations or specific programs and CHWs please reach out and we are happy to help. We are still working on a fix and will send another update when it's complete. Thank you for your patience..</p> <p><small>Aug <var data-var='date'> 13</var>, <var data-var='time'>23:06:19</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> ]]> Sat, 8 Aug 2026 01:47:23 +0000 https://impact-care.instatus.com/incident/cmsjprgdc0i320rn39f5b5x4q https://impact-care.instatus.com/incident/cmsjprgdc0i320rn39f5b5x4q Issues with presets in reports Type: Incident Duration: 2 days, 6 hours and 16 minutes Affected Components: Reporting Module Aug 4, 20:30:19 GMT+0 - Identified - We've identified an issue affecting the presets section of reports where some presets have their metrics split across multiple repeat lines. While this issue is ongoing we recommend holding off on using preset metrics. Our team is working on a fix and expects to have the fix in place soon. Thank you for your patience Aug 7, 02:46:38 GMT+0 - Resolved - This incident has been resolved. Type: Incident

Duration: 2 days, 6 hours and 16 minutes

Affected Components:

<p><small>Aug <var data-var='date'> 4</var>, <var data-var='time'>20:30:19</var> GMT+0</small><br><strong>Identified</strong> - We've identified an issue affecting the presets section of reports where some presets have their metrics split across multiple repeat lines. While this issue is ongoing we recommend holding off on using preset metrics. Our team is working on a fix and expects to have the fix in place soon. Thank you for your patience.</p> <p><small>Aug <var data-var='date'> 7</var>, <var data-var='time'>02:46:38</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> ]]> Tue, 4 Aug 2026 20:30:19 +0000 https://impact-care.instatus.com/incident/cmsf444uc00r90kmmq3crwtf4 https://impact-care.instatus.com/incident/cmsf444uc00r90kmmq3crwtf4 Client snapshot autosave is malfunctioning and preventing updates Type: Incident Duration: 5 hours and 51 minutes Affected Components: Clients Module Jul 20, 15:02:59 GMT+0 - Investigating - We are currently investigating this incident where the client snapshot is not working properly. While snapshot content is still autosaved, adding and editing new content is disrupted. Jul 20, 16:15:57 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Jul 20, 20:54:25 GMT+0 - Resolved - This incident has been resolved. Type: Incident

Duration: 5 hours and 51 minutes

Affected Components:

<p><small>Jul <var data-var='date'> 20</var>, <var data-var='time'>15:02:59</var> GMT+0</small><br><strong>Investigating</strong> - We are currently investigating this incident where the client snapshot is not working properly. While snapshot content is still autosaved, adding and editing new content is disrupted..</p> <p><small>Jul <var data-var='date'> 20</var>, <var data-var='time'>16:15:57</var> GMT+0</small><br><strong>Monitoring</strong> - We implemented a fix and are currently monitoring the result..</p> <p><small>Jul <var data-var='date'> 20</var>, <var data-var='time'>20:54:25</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> ]]> Mon, 20 Jul 2026 15:02:59 +0000 https://impact-care.instatus.com/incident/cmrtctey30azh1ao07kr4japv https://impact-care.instatus.com/incident/cmrtctey30azh1ao07kr4japv Scheduled IMPaCT app update on June 6 - June 7 2026; expect intermittent downtime Type: Maintenance Duration: 7 hours and 11 minutes Affected Components: AI Scribe, Enrollment Module, SFTP, Clients Module, Reporting Module Jun 6, 12:00:00 GMT+0 - Identified - We are updating the IMPaCT app on June 6 - June 7 2026 and expect intermittent downtime; please backup your work if you are on the app at this time Jun 6, 12:00:01 GMT+0 - Identified - Maintenance is now in progress Jun 6, 19:10:53 GMT+0 - Completed - Maintenance has completed successfully. Type: Maintenance

Duration: 7 hours and 11 minutes

Affected Components: , , , ,

<p><small>Jun <var data-var='date'> 6</var>, <var data-var='time'>12:00:00</var> GMT+0</small><br><strong>Identified</strong> - We are updating the IMPaCT app on June 6 - June 7 2026 and expect intermittent downtime; please backup your work if you are on the app at this time.</p> <p><small>Jun <var data-var='date'> 6</var>, <var data-var='time'>12:00:01</var> GMT+0</small><br><strong>Identified</strong> - Maintenance is now in progress.</p> <p><small>Jun <var data-var='date'> 6</var>, <var data-var='time'>19:10:53</var> GMT+0</small><br><strong>Completed</strong> - Maintenance has completed successfully..</p> ]]> Sat, 6 Jun 2026 12:00:00 +0000 https://impact-care.instatus.com/maintenance/cmq2bh3th05o7p8n0z4pmwlvy https://impact-care.instatus.com/maintenance/cmq2bh3th05o7p8n0z4pmwlvy IMPaCT app intermittently timing out while loading the client list. Type: Incident Duration: 5 days, 19 hours and 45 minutes Affected Components: AI Scribe, Clients Module May 18, 12:45:00 GMT+0 - Resolved - This incident has been resolved. May 12, 16:59:58 GMT+0 - Investigating - There is an issue with the IMPaCT app loading slowly or timing out while loading the client list. We are currently investigating and will post updates as they are available. May 12, 18:00:52 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Type: Incident

Duration: 5 days, 19 hours and 45 minutes

Affected Components: ,

<p><small>May <var data-var='date'> 18</var>, <var data-var='time'>12:45:00</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> <p><small>May <var data-var='date'> 12</var>, <var data-var='time'>16:59:58</var> GMT+0</small><br><strong>Investigating</strong> - There is an issue with the IMPaCT app loading slowly or timing out while loading the client list. We are currently investigating and will post updates as they are available..</p> <p><small>May <var data-var='date'> 12</var>, <var data-var='time'>18:00:52</var> GMT+0</small><br><strong>Monitoring</strong> - We implemented a fix and are currently monitoring the result..</p> ]]> Tue, 12 May 2026 16:59:58 +0000 https://impact-care.instatus.com/incident/cmp2vm2r100t3wtbagozszlyv https://impact-care.instatus.com/incident/cmp2vm2r100t3wtbagozszlyv IMPaCT app intermittently timing out while loading the client list and client charts Type: Incident Duration: 1 day, 18 hours and 42 minutes Affected Components: AI Scribe, Enrollment Module, SFTP, Clients Module, Reporting Module Apr 14, 22:33:47 GMT+0 - Monitoring - We implemented a fix to the time-out issue and are currently monitoring the result. Apr 14, 21:24:43 GMT+0 - Investigating - We are currently investigating an issue that is causing the application to intermittently time out while loading the client list and client charts. We will share further updates as they are available. Apr 16, 16:06:16 GMT+0 - Resolved - This incident has been resolved. Type: Incident

Duration: 1 day, 18 hours and 42 minutes

Affected Components: , , , ,

<p><small>Apr <var data-var='date'> 14</var>, <var data-var='time'>22:33:47</var> GMT+0</small><br><strong>Monitoring</strong> - We implemented a fix to the time-out issue and are currently monitoring the result..</p> <p><small>Apr <var data-var='date'> 14</var>, <var data-var='time'>21:24:43</var> GMT+0</small><br><strong>Investigating</strong> - We are currently investigating an issue that is causing the application to intermittently time out while loading the client list and client charts. We will share further updates as they are available..</p> <p><small>Apr <var data-var='date'> 16</var>, <var data-var='time'>16:06:16</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> ]]> Tue, 14 Apr 2026 21:24:43 +0000 https://impact-care.instatus.com/incident/cmnz4qoy7038311gox0fd1bo5 https://impact-care.instatus.com/incident/cmnz4qoy7038311gox0fd1bo5 Intermittent timeouts Type: Incident Duration: 2 hours and 13 minutes Affected Components: AI Scribe, Enrollment Module, SFTP, Clients Module, Reporting Module Dec 10, 17:12:00 GMT+0 - Resolved - This incident has been resolved. Dec 10, 14:59:25 GMT+0 - Investigating - Some users are experiencing an issue with the application timing out while loading some screens Dec 10, 16:09:29 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Type: Incident

Duration: 2 hours and 13 minutes

Affected Components: , , , ,

<p><small>Dec <var data-var='date'> 10</var>, <var data-var='time'>17:12:00</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> <p><small>Dec <var data-var='date'> 10</var>, <var data-var='time'>14:59:25</var> GMT+0</small><br><strong>Investigating</strong> - Some users are experiencing an issue with the application timing out while loading some screens.</p> <p><small>Dec <var data-var='date'> 10</var>, <var data-var='time'>16:09:29</var> GMT+0</small><br><strong>Monitoring</strong> - We implemented a fix and are currently monitoring the result..</p> ]]> Wed, 10 Dec 2025 14:59:25 +0000 https://impact-care.instatus.com/incident/cmj04xp5w001rkyel3hejxb3w https://impact-care.instatus.com/incident/cmj04xp5w001rkyel3hejxb3w Issue with some users being logged out unexpectedly. Type: Incident Duration: 2 hours and 3 minutes Affected Components: AI Scribe, Enrollment Module, , SFTP, Clients Module, Reporting Module, IMPaCT → Nov 19, 18:59:00 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the results. Nov 19, 20:24:30 GMT+0 - Resolved - This incident has been resolved. Nov 19, 18:21:53 GMT+0 - Investigating - We are aware of some users being logged out while using the application. We are working to identify the cause of the issue and will provide an update as soon as we know more. Type: Incident

Duration: 2 hours and 3 minutes

Affected Components: , , , , ,

<p><small>Nov <var data-var='date'> 19</var>, <var data-var='time'>18:59:00</var> GMT+0</small><br><strong>Monitoring</strong> - We implemented a fix and are currently monitoring the results..</p> <p><small>Nov <var data-var='date'> 19</var>, <var data-var='time'>20:24:30</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> <p><small>Nov <var data-var='date'> 19</var>, <var data-var='time'>18:21:53</var> GMT+0</small><br><strong>Investigating</strong> - We are aware of some users being logged out while using the application. We are working to identify the cause of the issue and will provide an update as soon as we know more..</p> ]]> Wed, 19 Nov 2025 18:21:53 +0000 https://impact-care.instatus.com/incident/cmi6bx6qr069bq59wj4345mp8 https://impact-care.instatus.com/incident/cmi6bx6qr069bq59wj4345mp8 System maintenance Type: Maintenance Duration: 2 hours and 5 minutes Affected Components: , Enrollment Module, AI Scribe, Clients Module, SFTP, Reporting Module, IMPaCT → Sep 17, 04:00:00 GMT+0 - Identified - We are completing standard system maintenance activities. Sep 17, 06:05:11 GMT+0 - Completed - Maintenance has completed successfully. Type: Maintenance

Duration: 2 hours and 5 minutes

Affected Components: , , , , ,

<p><small>Sep <var data-var='date'> 17</var>, <var data-var='time'>04:00:00</var> GMT+0</small><br><strong>Identified</strong> - We are completing standard system maintenance activities..</p> <p><small>Sep <var data-var='date'> 17</var>, <var data-var='time'>06:05:11</var> GMT+0</small><br><strong>Completed</strong> - Maintenance has completed successfully..</p> ]]> Wed, 17 Sep 2025 04:00:00 +0000 https://impact-care.instatus.com/maintenance/cmff8aj1l00dt9iuv89ext3j9 https://impact-care.instatus.com/maintenance/cmff8aj1l00dt9iuv89ext3j9 Error while logging in Type: Incident Duration: 56 minutes Affected Components: , SFTP, Reporting Module, AI Scribe, Clients Module, Enrollment Module, IMPaCT → Sep 11, 13:35:15 GMT+0 - Resolved - This incident has been resolved. Sep 11, 12:39:10 GMT+0 - Investigating - Some users are experiencing an error while trying to login to the application. Our engineers are actively troubleshooting the issue and we will provide an update shortly. Sep 11, 12:52:54 GMT+0 - Monitoring - The issue was identified and traced back to a configuration change. That configuration change was rolled back and the site is now fully operational. Type: Incident

Duration: 56 minutes

Affected Components: , , , , ,

<p><small>Sep <var data-var='date'> 11</var>, <var data-var='time'>13:35:15</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> <p><small>Sep <var data-var='date'> 11</var>, <var data-var='time'>12:39:10</var> GMT+0</small><br><strong>Investigating</strong> - Some users are experiencing an error while trying to login to the application. Our engineers are actively troubleshooting the issue and we will provide an update shortly..</p> <p><small>Sep <var data-var='date'> 11</var>, <var data-var='time'>12:52:54</var> GMT+0</small><br><strong>Monitoring</strong> - The issue was identified and traced back to a configuration change. That configuration change was rolled back and the site is now fully operational..</p> ]]> Thu, 11 Sep 2025 12:39:10 +0000 https://impact-care.instatus.com/incident/cmffeanv200h9wkryy6bf9d9b https://impact-care.instatus.com/incident/cmffeanv200h9wkryy6bf9d9b Update Status Error Type: Incident Duration: 4 hours and 10 minutes Affected Components: Clients Module Jun 23, 13:30:00 GMT+0 - Investigating - We have identified an issue with the Update Status modal. An error is occurring when trying to change the status, program, or CHW assignment. We are actively working to resolve it. Jun 23, 15:31:05 GMT+0 - Monitoring - We have deployed a fix and are monitoring to ensure that it is resolved. Jun 23, 17:39:33 GMT+0 - Resolved - This incident has been resolved. Type: Incident

Duration: 4 hours and 10 minutes

Affected Components:

<p><small>Jun <var data-var='date'> 23</var>, <var data-var='time'>13:30:00</var> GMT+0</small><br><strong>Investigating</strong> - We have identified an issue with the Update Status modal. An error is occurring when trying to change the status, program, or CHW assignment. We are actively working to resolve it..</p> <p><small>Jun <var data-var='date'> 23</var>, <var data-var='time'>15:31:05</var> GMT+0</small><br><strong>Monitoring</strong> - We have deployed a fix and are monitoring to ensure that it is resolved..</p> <p><small>Jun <var data-var='date'> 23</var>, <var data-var='time'>17:39:33</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> ]]> Mon, 23 Jun 2025 13:30:00 +0000 https://impact-care.instatus.com/incident/cmc98vx470001xhibc5kv00zh https://impact-care.instatus.com/incident/cmc98vx470001xhibc5kv00zh Login issue with IMPaCT app Type: Incident Duration: 2 hours and 2 minutes Affected Components: Clients Module, Enrollment Module, SFTP, Reporting Module Mar 25, 18:15:41 GMT+0 - Investigating - We are investigating an issue that is preventing logins to the IMPaCT app from completing successfully. We will provide an update as soon as we have more information. Mar 25, 18:43:31 GMT+0 - Identified - We've identified the issue - our authentication provider (Auth0) is having an internal issue which is preventing them from completing the login process. We are monitoring their situation and looking at alternatives. We will continue to update periodically until this is resolved. Mar 25, 19:04:55 GMT+0 - Monitoring - Auth0 has identified the issue and has reported that it has been corrected. We will continue to monitor their status as well as our systems. We will update again if any other issues are detected. Mar 25, 20:17:33 GMT+0 - Resolved - Auth0 confirmed resolution on their end and we have not seen any recurrence in the last hour. Type: Incident

Duration: 2 hours and 2 minutes

Affected Components: , , ,

<p><small>Mar <var data-var='date'> 25</var>, <var data-var='time'>18:15:41</var> GMT+0</small><br><strong>Investigating</strong> - We are investigating an issue that is preventing logins to the IMPaCT app from completing successfully. We will provide an update as soon as we have more information..</p> <p><small>Mar <var data-var='date'> 25</var>, <var data-var='time'>18:43:31</var> GMT+0</small><br><strong>Identified</strong> - We've identified the issue - our authentication provider (Auth0) is having an internal issue which is preventing them from completing the login process. We are monitoring their situation and looking at alternatives. We will continue to update periodically until this is resolved..</p> <p><small>Mar <var data-var='date'> 25</var>, <var data-var='time'>19:04:55</var> GMT+0</small><br><strong>Monitoring</strong> - Auth0 has identified the issue and has reported that it has been corrected. We will continue to monitor their status as well as our systems. We will update again if any other issues are detected..</p> <p><small>Mar <var data-var='date'> 25</var>, <var data-var='time'>20:17:33</var> GMT+0</small><br><strong>Resolved</strong> - Auth0 confirmed resolution on their end and we have not seen any recurrence in the last hour. .</p> ]]> Tue, 25 Mar 2025 18:15:41 +0000 https://impact-care.instatus.com/incident/cm8otgm4g0019tnbi1mdgz33f https://impact-care.instatus.com/incident/cm8otgm4g0019tnbi1mdgz33f 11/27/24 Resolved temporary outage 8:30 - 9:20am ET Type: Incident Affected Components: Clients Module, Enrollment Module Nov 27, 16:14:27 GMT+0 - Resolved - There was a temporary outage of the IMPaCT application this morning from 8:30am - 9:20am ET. The incident has been resolved and we are continuing to monitor. If you experience any issues with the application please reach out to our support team at [support@impactcarehq.com](mailto:support@impactcarehq.com). Thank you! Type: Incident

Affected Components: ,

<p><small>Nov <var data-var='date'> 27</var>, <var data-var='time'>16:14:27</var> GMT+0</small><br><strong>Resolved</strong> - There was a temporary outage of the IMPaCT application this morning from 8:30am - 9:20am ET. The incident has been resolved and we are continuing to monitor. If you experience any issues with the application please reach out to our support team at [support@impactcarehq.com](mailto:support@impactcarehq.com). Thank you!.</p> ]]> Wed, 27 Nov 2024 16:14:27 +0000 https://impact-care.instatus.com/incident/cm40368f1000477dztigkno71 https://impact-care.instatus.com/incident/cm40368f1000477dztigkno71 System authentication outage Type: Incident Duration: 16 hours and 55 minutes Affected Components: Clients Module, Enrollment Module, SFTP Oct 22, 21:09:06 GMT+0 - Investigating - System is currently experiencing issues logging in. We are actively working to resolve this issue and will provide updates as progress is made. Thank you for your patience! Oct 23, 14:04:16 GMT+0 - Resolved - Issue has been resolved. Oct 22, 22:04:34 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Type: Incident

Duration: 16 hours and 55 minutes

Affected Components: , ,

<p><small>Oct <var data-var='date'> 22</var>, <var data-var='time'>21:09:06</var> GMT+0</small><br><strong>Investigating</strong> - System is currently experiencing issues logging in. We are actively working to resolve this issue and will provide updates as progress is made. Thank you for your patience!.</p> <p><small>Oct <var data-var='date'> 23</var>, <var data-var='time'>14:04:16</var> GMT+0</small><br><strong>Resolved</strong> - Issue has been resolved..</p> <p><small>Oct <var data-var='date'> 22</var>, <var data-var='time'>22:04:34</var> GMT+0</small><br><strong>Monitoring</strong> - We implemented a fix and are currently monitoring the result..</p> ]]> Tue, 22 Oct 2024 21:09:06 +0000 https://impact-care.instatus.com/incident/cm2kxugb5001kmfpkocdmkokk https://impact-care.instatus.com/incident/cm2kxugb5001kmfpkocdmkokk Issue saving certain notes Type: Incident Duration: 17 hours and 9 minutes Affected Components: Clients Module Oct 23, 14:03:57 GMT+0 - Resolved - Issue has been resolved. Oct 22, 20:54:54 GMT+0 - Investigating - There is an issue with the new and updated "Type of Support" categories within "Problem Solving". If you create a note choose any of the following categories within "Type of Support">>"Problem Solving" your note cannot be saved as draft or final: * Activities of daily living * Benefits & insurance * Caregiving * Clothing & goods * Community groups * Financial stability * Incarceration or reentry * Intimate partner safety * Mental health * Phone & internet * Transportation Until this issue is fixed we recommend creating your note as a draft and under "Type of Support" putting a placeholder like "Social support" or any other category that is not under the "Problem Solving" heading. After the issue is fixed, you can go back into your draft and update the Type of Support categories with the ones that best fit your client encounter. We are working to resolve this issue and thank you for your patience! Oct 22, 22:25:46 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Type: Incident

Duration: 17 hours and 9 minutes

Affected Components:

<p><small>Oct <var data-var='date'> 23</var>, <var data-var='time'>14:03:57</var> GMT+0</small><br><strong>Resolved</strong> - Issue has been resolved..</p> <p><small>Oct <var data-var='date'> 22</var>, <var data-var='time'>20:54:54</var> GMT+0</small><br><strong>Investigating</strong> - There is an issue with the new and updated "Type of Support" categories within "Problem Solving". If you create a note choose any of the following categories within "Type of Support">>"Problem Solving" your note cannot be saved as draft or final: * Activities of daily living * Benefits & insurance * Caregiving * Clothing & goods * Community groups * Financial stability * Incarceration or reentry * Intimate partner safety * Mental health * Phone & internet * Transportation Until this issue is fixed we recommend creating your note as a draft and under "Type of Support" putting a placeholder like "Social support" or any other category that is not under the "Problem Solving" heading. After the issue is fixed, you can go back into your draft and update the Type of Support categories with the ones that best fit your client encounter. We are working to resolve this issue and thank you for your patience!.</p> <p><small>Oct <var data-var='date'> 22</var>, <var data-var='time'>22:25:46</var> GMT+0</small><br><strong>Monitoring</strong> - We implemented a fix and are currently monitoring the result..</p> ]]> Tue, 22 Oct 2024 20:54:54 +0000 https://impact-care.instatus.com/incident/cm2kxc6of001cft59lspnkuno https://impact-care.instatus.com/incident/cm2kxc6of001cft59lspnkuno IMPaCT Maintenance Window Type: Maintenance Duration: 1 hour Affected Components: Clients Module, Enrollment Module, SFTP Sep 30, 04:00:01 GMT+0 - Identified - Maintenance is now in progress Sep 30, 05:00:00 GMT+0 - Completed - Maintenance has completed successfully Sep 30, 04:00:00 GMT+0 - Identified - We are planning a scheduled maintenance during this time. Type: Maintenance

Duration: 1 hour

Affected Components: , ,

<p><small>Sep <var data-var='date'> 30</var>, <var data-var='time'>04:00:01</var> GMT+0</small><br><strong>Identified</strong> - Maintenance is now in progress.</p> <p><small>Sep <var data-var='date'> 30</var>, <var data-var='time'>05:00:00</var> GMT+0</small><br><strong>Completed</strong> - Maintenance has completed successfully.</p> <p><small>Sep <var data-var='date'> 30</var>, <var data-var='time'>04:00:00</var> GMT+0</small><br><strong>Identified</strong> - We are planning a scheduled maintenance during this time..</p> ]]> Mon, 30 Sep 2024 04:00:00 +0000 https://impact-care.instatus.com/maintenance/cm1jbn58h001kg7082kn6rjrf https://impact-care.instatus.com/maintenance/cm1jbn58h001kg7082kn6rjrf IMPaCT App - Partial Outage Type: Incident Duration: 6 hours and 56 minutes Affected Components: Clients Module, Enrollment Module, SFTP Sep 19, 12:11:39 GMT+0 - Investigating - We are investigating an issue with the IMPaCT application. Some users may experience intermittent errors when accessing the Client and Enrollment sections. Our team is fully engaged on a resolution and we will provide regular updates on the situation. Sep 19, 13:18:40 GMT+0 - Identified - We have identified the source of the issue and are actively working to resolve it. We will continue to provide regular updates here. Sep 19, 14:15:42 GMT+0 - Monitoring - We have resolved the issue and will be monitoring the system throughout the day. Sep 19, 19:07:26 GMT+0 - Resolved - We have seen no recurrence of the issue and are marking this resolved. Type: Incident

Duration: 6 hours and 56 minutes

Affected Components: , ,

<p><small>Sep <var data-var='date'> 19</var>, <var data-var='time'>12:11:39</var> GMT+0</small><br><strong>Investigating</strong> - We are investigating an issue with the IMPaCT application. Some users may experience intermittent errors when accessing the Client and Enrollment sections. Our team is fully engaged on a resolution and we will provide regular updates on the situation..</p> <p><small>Sep <var data-var='date'> 19</var>, <var data-var='time'>13:18:40</var> GMT+0</small><br><strong>Identified</strong> - We have identified the source of the issue and are actively working to resolve it. We will continue to provide regular updates here..</p> <p><small>Sep <var data-var='date'> 19</var>, <var data-var='time'>14:15:42</var> GMT+0</small><br><strong>Monitoring</strong> - We have resolved the issue and will be monitoring the system throughout the day..</p> <p><small>Sep <var data-var='date'> 19</var>, <var data-var='time'>19:07:26</var> GMT+0</small><br><strong>Resolved</strong> - We have seen no recurrence of the issue and are marking this resolved. .</p> ]]> Thu, 19 Sep 2024 12:11:39 +0000 https://impact-care.instatus.com/incident/cm19945q4000qyoeyi30dkh6s https://impact-care.instatus.com/incident/cm19945q4000qyoeyi30dkh6s IMPaCT Maintenance Window Type: Maintenance Duration: 1 hour Affected Components: Clients Module, Enrollment Module, SFTP Jul 8, 08:30:00 GMT+0 - Completed - Maintenance has completed successfully Jul 8, 07:30:01 GMT+0 - Identified - Maintenance is now in progress Jul 8, 07:30:00 GMT+0 - Identified - We will be performing standard updates to our infrastructure to allow us to continue providing a secure and reliable experience for you. During the maintenance window - July 8th from 3:30am to 4:30am Eastern time, there may be brief periods where the components of the system are inaccessible. Type: Maintenance

Duration: 1 hour

Affected Components: , ,

<p><small>Jul <var data-var='date'> 8</var>, <var data-var='time'>08:30:00</var> GMT+0</small><br><strong>Completed</strong> - Maintenance has completed successfully.</p> <p><small>Jul <var data-var='date'> 8</var>, <var data-var='time'>07:30:01</var> GMT+0</small><br><strong>Identified</strong> - Maintenance is now in progress.</p> <p><small>Jul <var data-var='date'> 8</var>, <var data-var='time'>07:30:00</var> GMT+0</small><br><strong>Identified</strong> - We will be performing standard updates to our infrastructure to allow us to continue providing a secure and reliable experience for you. During the maintenance window - July 8th from 3:30am to 4:30am Eastern time, there may be brief periods where the components of the system are inaccessible..</p> ]]> Mon, 8 Jul 2024 07:30:00 +0000 https://impact-care.instatus.com/maintenance/cly677u0i11931heol9hqa5a7k https://impact-care.instatus.com/maintenance/cly677u0i11931heol9hqa5a7k Hiring - ApplyNow link not working Type: Incident Duration: 7 days and 4 hours Sep 20, 15:00:21 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Sep 20, 13:30:00 GMT+0 - Investigating - The /applynow link is currently not redirecting correctly. Workaround is to go to the URL directly: https://hiring.impactchw.com/community-health-worker/314dc146-1626-4a1c-ae4c-e695d46a8ee8 Sep 20, 16:22:00 GMT+0 - Resolved - This incident has been resolved. Type: Incident

Duration: 7 days and 4 hours

<p><small>Sep <var data-var='date'> 20</var>, <var data-var='time'>15:00:21</var> GMT+0</small><br><strong>Monitoring</strong> - We implemented a fix and are currently monitoring the result..</p> <p><small>Sep <var data-var='date'> 20</var>, <var data-var='time'>13:30:00</var> GMT+0</small><br><strong>Investigating</strong> - The /applynow link is currently not redirecting correctly. Workaround is to go to the URL directly: https://hiring.impactchw.com/community-health-worker/314dc146-1626-4a1c-ae4c-e695d46a8ee8.</p> <p><small>Sep <var data-var='date'> 20</var>, <var data-var='time'>16:22:00</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> ]]> Wed, 20 Sep 2023 13:30:00 +0000 https://impact-care.instatus.com/incident/clmrtquhq18066anopwuhmefx3 https://impact-care.instatus.com/incident/clmrtquhq18066anopwuhmefx3 Hiring - Application returning Access Denied Type: Incident Duration: 4 hours and 53 minutes Sep 20, 18:22:45 GMT+0 - Resolved - This incident has been resolved. Sep 20, 14:11:16 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Sep 20, 13:30:00 GMT+0 - Investigating - The website is currently reporting an access denied error. We are investigating the issue. Type: Incident

Duration: 4 hours and 53 minutes

<p><small>Sep <var data-var='date'> 20</var>, <var data-var='time'>18:22:45</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> <p><small>Sep <var data-var='date'> 20</var>, <var data-var='time'>14:11:16</var> GMT+0</small><br><strong>Monitoring</strong> - We implemented a fix and are currently monitoring the result..</p> <p><small>Sep <var data-var='date'> 20</var>, <var data-var='time'>13:30:00</var> GMT+0</small><br><strong>Investigating</strong> - The website is currently reporting an access denied error. We are investigating the issue..</p> ]]> Wed, 20 Sep 2023 13:30:00 +0000 https://impact-care.instatus.com/incident/clmrtn8ks14518agopcjiq6kih https://impact-care.instatus.com/incident/clmrtn8ks14518agopcjiq6kih