Chat CSAT Temporarily Disabled
Investigating - We have temporarily suspended CSAT surveys for chat channel conversations while we investigate potentially linked issues with platform delays.
May 24, 04:43 EDT
Uptime over the past 90 days. View historical uptime.
API ? Operational
90 days ago
100.0 % uptime
Today
Analytics ? Operational
90 days ago
100.0 % uptime
Today
Bulk Jobs ? Operational
90 days ago
100.0 % uptime
Today
Channels Operational
90 days ago
100.0 % uptime
Today
Facebook ? Operational
90 days ago
100.0 % uptime
Today
Chat ? Operational
90 days ago
100.0 % uptime
Today
Email ? Operational
90 days ago
100.0 % uptime
Today
SMS ? Operational
90 days ago
100.0 % uptime
Today
Twitter Operational
90 days ago
100.0 % uptime
Today
Exports ? Operational
90 days ago
100.0 % uptime
Today
Notifications ? Operational
90 days ago
100.0 % uptime
Today
Registration ? Operational
90 days ago
100.0 % uptime
Today
Search ? Operational
90 days ago
99.99 % uptime
Today
Tracking ? Operational
90 days ago
100.0 % uptime
Today
Web Client ? Operational
90 days ago
99.98 % uptime
Today
Web/Email/Form Hooks ? Operational
90 days ago
100.0 % uptime
Today
Workflow ? Operational
90 days ago
100.0 % uptime
Today
Pusher Operational
90 days ago
99.99 % uptime
Today
Pusher Channels presence channels Operational
90 days ago
100.0 % uptime
Today
Pusher Channels REST API Operational
90 days ago
100.0 % uptime
Today
Pusher Channels Webhooks Operational
90 days ago
99.98 % uptime
Today
Pusher Channels WebSocket client API Operational
90 days ago
100.0 % uptime
Today
CSAT Degraded Performance
90 days ago
100.0 % uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
had a major outage
had a partial outage

No incidents or maintenance related to this downtime.

Past Incidents
May 23, 2019

No incidents reported.

May 22, 2019

No incidents reported.

May 21, 2019

No incidents reported.

May 20, 2019

No incidents reported.

May 19, 2019

No incidents reported.

May 18, 2019

No incidents reported.

May 17, 2019
Monitoring incident with our cloud service provider
Resolved - Between 2:03 and 2:11 pm EST Kustomer monitored an incident on the side of our cloud service provider. This incident was widespread, and was not specific to the Kustomer platform. During this time we noticed error rates below 3% across web, APIs and chat.
May 17, 14:36 EDT
Monitoring - We are currently monitoring an incident from our cloud service provider which may cause 504 timeout errors for some users.
May 17, 14:16 EDT
May 16, 2019

No incidents reported.

May 15, 2019
System Delays
Postmortem - Read details
May 16, 18:19 EDT
Resolved - Update: Functionality of the Kustomer platform has been restored to normal behavior and throughput. Inbound and outbound messages that had previously not been sent or received have been recovered and delivered. At this time, CSAT for Kustomer chat is unavailable as we complete our investigation and post-mortem, which will be shared as soon as possible. For ongoing support or questions regarding this issue, please reach out to support@kustomer.com
May 15, 22:22 EDT
Update - Update: As of 3:40pm EST, the process for sending messages that were unable to be sent during the incident window has begun. Messages and notes created but not sent from 8:19am to 12:28pm EST will now be delivered, and can be expected to appear in your customer timelines. This will not occur all at once, and we will continue provide updates as the process continues and when it has been completed. This covers all channels: email, chat, SMS, Twitter, Facebook, and notes.
May 15, 15:48 EDT
Monitoring - As of 12:28pm, Kustomer’s throughput capacity has been restored to normal levels. From that point on, we do not expect any errors or delays to occur, and normal behavior should be expected for sending and receiving messages and the routing of conversations.

Our first priority is to ensure that all messages sent by your customers are received, and that all responses you sent to them during the time of this incident are delivered. It may take some time for all messages to be sent and received, but we are working to resolve this as quickly as possible.

We continue to monitor this situation, and are working to resolve all outstanding issues. For example, actions taken between 8:19am and 12:28pm EST may take some time to be reflected in search. We have identified the cause of this incident, and are working on a detailed report for all of our customers.
May 15, 14:21 EDT
Update - As of 12:28pm, Kustomer’s throughput capacity has been restored to normal levels. From that point on, we do not expect any errors or delays to occur, and normal behavior should be expected for sending and receiving messages and the routing of conversations.

Our first priority is to ensure that all messages sent by your customers are received, and that all responses you sent to them during the time of this incident are delivered. It may take some time for all messages to be sent and received, but we are working to resolve this as quickly as possible.

We continue to monitor this situation, and are working to resolve all outstanding issues. For example, actions taken between 8:19am and 12:28pm EST may take some time to be reflected in search. We have identified the cause of this incident, and are working on a detailed report for all of our customers.
May 15, 14:20 EDT
Update - Update: As of 12:25pm EST, our cloud service provider has restored our throughput to allow for the passing through of queued requests. This will substantially alleviate delays and all symptoms, but we continue to monitor the situation and work to improve all issues. Improvement to the incident has already been seen, and we are seeing a restoration of performance and decrease in errors.
May 15, 12:33 EDT
Update - Update: As of 11:00am EST, processing of events is still backed up and customers can expect delays across the platform. Areas most affected are:

- Chat
- Queues and Routing
- Workflows
- Search

We are in direct contact with our cloud service provider to resolve this issue as swiftly as possible and will continue to share updates as they become available and progress is made.
May 15, 11:06 EDT
Update - Update: As of 8:40am EST, processing of events has begun returning to normal. While some delays may still be seen, customers should begin seeing normal behavior. Search indexing is still recovering, so search is still impacted at this time but is recovering. We continue to work actively to return all platform functions to normal.
May 15, 08:43 EDT
Update - Update: We have located the cause of the issue causing errors and delays on the Kustomer platform. Customers may continue to experience delays to routing, workflows, chat, and other platform features. We are actively working to deploy a fix that addresses the cause and will continue to post updates as they are released.
May 15, 08:25 EDT
Investigating - Kustomer is experiencing a system wide backup of requests, and all customers may encounter errors and/or delays for requests being made on the platform. We are actively investigating and will continue to post updates.
May 15, 06:24 EDT
May 14, 2019
Monitoring delays in bulk processing
Resolved - The delay we've been monitoring in bulk processing is now resolved.
May 14, 13:52 EDT
Monitoring - We are monitoring delays in bulk processing. Bulk actions are being completed gradually.
May 14, 13:42 EDT
May 13, 2019

No incidents reported.

May 12, 2019

No incidents reported.

May 11, 2019

No incidents reported.

May 10, 2019
API Results Page Limit Update
Resolved - This incident has been resolved.
May 10, 17:25 EDT
Monitoring - Effective May 9, 2019, we have set a maximum page number for all API requests of 100 pages. No results beyond the 100th page of any request will be returned. This limit has been set to ensure the performance and reliability of the Kustomer platform. For anyone who needs to fetch data via the Kustomer API that is beyond the 100th page of results, we recommend using the paginated /search endpoint, as detailed at https://dev.kustomer.com/v1/customers/customers-search-conversations#pagination. If you have any questions about how this will impact you, or about how to update any of your existing services to comply with this change, please reach out to support@kustomer.com.
May 9, 17:05 EDT
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