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Kokoon Service Incident

Kokoon Service Incident

Update - 15/03/21

Thank you for your continued patience, as we work to resolve the consequences of the recent server fire. 

We want to ensure our app service is restored as soon as possible for our customers. Therefore, our team is working to accelerate the release plan for our new app, MyKokoon, and will be releasing an early Beta version by this Friday. 

What to expect

MyKokoon is still in early development. As such, many new features are still a work in progress. However, to avoid our members struggling to sleep for lack of the sounds that they rely on, we are able to release an Audio-Only version of the app. In this first release, you will be able to access MyKokoon’s full content library, discover our new background sound ‘Kokoons’ and use our adaptive audio settings (such as audio fade out), to tune the audio experience to your sleep. 

Our sleep tracking features will not yet be available, but the team are working hard to make this available in the next few weeks. 

I’d like to apologise again for the inconvenience caused by the fire and its effects on our service. The team and I appreciate all the kind words we’ve received from our customers and are thrilled to bring our new app MyKokoon to you, even if it’s a little earlier than planned! MyKokoon is an exciting new way to experience sleep and wellbeing. If you’ve not done so already, I’d recommend reading our Product Manager, Hannah’s  informative blog post on the new design and what we’re trying to achieve, which you can find here

If you just can't live without sleep tracking as we work towards the full app release, we are reopening Beta App testing to all of our existing customers. The Beta App experience is different to a normal release as many elements are still in development and require refinement. If you’d like to be added to the beta testing list, please sign up here, and we will onboard as many customers as soon as we can.  

Thank you again for your support, the outpouring of well wishes has been truly uplifting and motivated the team during a tough week. 

Best wishes

Tim

_____________________________________________________________

 

What has happened

We are currently facing a major incident with our app server. We were notified earlier today that the building housing our server was on fire, and firefighters had been called to the scene. Unfortunately, the damage had already been done, and our server is now down. 

At this time, we are waiting on more information from the server host to confirm the extent of the damage and recovery time.

What does this mean for Kokoon customers?

You will still be able to use your Kokoon headphones as standard Bluetooth or wired headphones. 

As the server hosts Kokoon Relax app data; including our audio library, algorithms and account data, damage to our servers means that there may be a loss of Kokoon Relax data. 

We are unable to confirm the extent of data loss because of the server damage and once we receive more information will get back in touch.


What does this mean for Kokoon Relax App customers?

For new customers

If you did not already have an app account, you will not be able to create one. 

 For existing customers

If you are currently logged into the app, and have content downloaded to your phone then you will be able to continue listening to the downloaded content for now. Unfortunately however you will not be able to:

  • Record new sleep sessions
  • View detailed sleep data for past sessions (e.g. by clicking “Your Sleep Data”)
  • Download new audio content
  • Update your headphone firmware
  • Change your password
  • Any features powered by the app, such as audio fade out, will not work. 

If you were logged out at the time of the incident, or log out from now, you will not be able to log back in. 


What we are doing

We are unsure of the extent of data loss at this time, however our team are currently working on this issue as our top priority. We will be contacting all users again as a matter of urgency, when we have more news from our server hosts. 

If you purchased your headphones on or after 22 February 2021, we will be extending your returns period from 14 days to 30 days. This will allow our team time to resolve the issue and still provide you with 14 days to trial our service. (This will be available to all customers up to the release of our new app).

We would like to sincerely apologise for any inconvenience this may cause. We are working hard to minimise the impact of this event and will keep you all informed as we know more. 

Best wishes

Tim

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