13 days into the outage, will Kaseya's Traverse trip back to life today?

Today's the day. Maybe. Kaseya's Traverse platform is scheduled to finally be up and running again after a lengthy period of "maintenance."

Traverse abruptly went down on August 23, and despite the company hoping to have things operational within a week, it has remained down for many customers. Kaseya has also been tight-lipped regarding what has happened, saying: "Our internal teams are making necessary updates to Traverse. These teams are working around the clock to complete these updates."

Users are understandably concerned about the lengthy outage, with some claiming to have received some distinctly ominous emails from the company, including the text: "We have nothing to indicate that your data has been compromised."

The Register asked Kaseya what was going on and was told by a spokesperson: "The Kaseya team identified a potential issue in a portion of our Traverse server infrastructure, affecting only SaaS customers.

"In an abundance of caution, our teams decided to temporarily take the impacted instances offline to investigate the matter, conduct maintenance, and complete updates to address the potential issue. We anticipate the update being completed by 9/5, and our support teams will be working with customers to ensure the updated version is implemented properly."

We asked what the "potential issue" was, but the company did not respond.

Kaseya provides system monitoring and management software for IT providers. Traverse is all about network monitoring, and it is the SaaS part of the platform that's been affected by the mystery issue.

In 2021, the company fell victim to a supply chain attack which led to it advising customers to shut down their on-premises VSA data management and remote monitoring services immediately. It took the company a few days before it was able to restore its own SaaS platform.

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While we cannot fault the company for the "abundance of caution," there has not been an abundance of communication regarding what has happened to the service; it could not "make a guarantee on this timeline" for restoration.

As for working round the clock, one observer commented: "What they actually meant was they just put the clock on the round table in the lunchroom and they sit around it whenever they want to work on the issue."

Harsh but, considering the length of the maintenance period, not entirely unfair. ®