Overview

In some cases, our primary load balancer (Azure Front Door) may encounter issues which cause instability or unreliable performance for a subset of our customers. For cases like these, we make our application available via our secondary load balancer (nginx on GCP) on our .co domain so that affected customers can switch over manually.

In rare cases, our primary load balancer may encounter issues which require us to switch completely over to our secondary load balancer. This switchover happens automatically when we detect an issue which would otherwise affect the availability of our services. In cases like these, we make our application available via our secondary load balancer on our .com domain so that customers are not required to switch over manually.

In the event you are required to switch over to our secondary load balancer, or in the event we make the switch automatically, it is extremely important that your security configuration be prepared to handle this switchover in order to prevent any downtime. Below, we have compiled some important information for your security team to help make sure you're prepared.

Our ".co" Domains

In cases where our primary load balancer encounters instability issues that affect only a small subset of our customers, we will ask these customers to switch over to using our .co domains. This allows any affected customers to continue their work without requiring a system-wide change.

Our secondary load balancer operates in a "hot standby" configuration, meaning it is always online and available at a moment's notice. Your workspace is always accessible via our secondary load balancer at yourworkspace.glassix.co.

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Tip:

At any time, you and your security team can navigate to yourworkspace.glassix.co to confirm there are no security precautions preventing your access to our web app via our .co domains.

It is important for your security team to confirm you have access to our web app via our secondary load balancer on a semi-regular basis, as your agents will not be regularly accessing the app via our secondary load balancer.

In addition, access to our .co domains can be checked using both our primary Network Diagnostics Test and our secondary load balancer Network Diagnostics Test.

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Note:

For organizations using SSO, please make sure you have added our .co domain to your application's redirect URIs so that you can continue to sign in when our primary load balancer is unavailable.

Automatic Failover and TLS Certificates

When our system detects a widespread availability issue affecting our primary load balancer, we will automatically failover to our secondary load balancer for all workspaces.

This means that our normal yourworkspace.glassix.com domains will switch over to becoming accessible via our secondary load balancer, preventing the need for your team to switch manually to our .co domains in the event of large scale issues.

When this happens, please be prepared that the TLS certificate for yourworkspace.glassix.com will change, even though the previous certificate hasn't yet expired.

This is expected and required as part of the failover process.