All Systems Operational
Prod1 (US) Operational
90 days ago
99.8 % uptime
Today
Analytics ? Operational
90 days ago
100.0 % uptime
Today
API ? Operational
90 days ago
99.75 % uptime
Today
Bulk Jobs ? Operational
90 days ago
100.0 % uptime
Today
Channel - Chat ? Operational
90 days ago
99.73 % uptime
Today
Channel - Email ? Operational
90 days ago
99.74 % uptime
Today
Channel - Facebook ? Operational
Channel - Instagram ? Operational
Channel - SMS ? Operational
Channel - Twitter Operational
Channel - WhatsApp Operational
CSAT Operational
90 days ago
100.0 % uptime
Today
Events / Audit Log Operational
90 days ago
99.75 % uptime
Today
Exports ? Operational
90 days ago
99.75 % uptime
Today
Notifications ? Operational
90 days ago
99.75 % uptime
Today
Registration ? Operational
90 days ago
99.75 % uptime
Today
Search ? Operational
90 days ago
99.75 % uptime
Today
Tracking ? Operational
90 days ago
99.75 % uptime
Today
Web Client ? Operational
90 days ago
99.76 % uptime
Today
Web/Email/Form Hooks ? Operational
90 days ago
99.75 % uptime
Today
Workflow ? Operational
90 days ago
99.75 % uptime
Today
Knowledge base Operational
Prod2 (EU) Operational
90 days ago
99.99 % uptime
Today
Analytics Operational
90 days ago
100.0 % uptime
Today
API Operational
90 days ago
100.0 % uptime
Today
Bulk Jobs Operational
90 days ago
100.0 % uptime
Today
Channel - Chat Operational
90 days ago
100.0 % uptime
Today
Channel - Email Operational
90 days ago
99.99 % uptime
Today
Channel - Facebook Operational
Channel - Instagram ? Operational
Channel - SMS Operational
Channel - Twitter Operational
Channel - WhatsApp Operational
CSAT Operational
90 days ago
100.0 % uptime
Today
Events / Audit Log 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
100.0 % uptime
Today
Tracking Operational
90 days ago
100.0 % uptime
Today
Web Client Operational
90 days ago
100.0 % uptime
Today
Web/Email/Form Hooks Operational
90 days ago
100.0 % uptime
Today
Workflow Operational
90 days ago
100.0 % uptime
Today
Knowledge base Operational
Third Party Operational
Aircall Inbound calls Operational
Aircall Outbound calls Operational
Dialpad Telephony Infrastructure: Inbound Calls Operational
Dialpad Telephony Infrastructure: Outbound Calls Operational
Google Apps Gmail Operational
Shopify API & Mobile Operational
Talkdesk Inbound Operational
Talkdesk Outbound Operational
Pusher Channels presence channels Operational
Pusher Channels REST API Operational
Pusher Channels Webhooks Operational
Pusher Channels WebSocket client API Operational
PubNub ? Operational
Twilio Messaging Channels Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.
Past Incidents
Jan 20, 2022

No incidents reported today.

Jan 19, 2022

No incidents reported.

Jan 18, 2022
Resolved - This issue is now resolved and the searches are now up to date.

Please reach out to support at support@kustomer.com if you experience anything out of the ordinary with Searches and Reporting.
Jan 18, 01:09 EST
Update - Our team is still monitoring the recovery. We will continue to provide updates until the issue is fully resolved.

Please expect further updates and reach out to our Support team with any additional questions by going to https://help.kustomer.com and clicking "Contact Support" at the top of the page.
Jan 17, 22:49 EST
Update - Our team is currently releasing a resolution to this issue on PROD1. You should start seeing searches and reporting start to pull in new data. Please expect further updates within the next 30 minutes and reach out to our Support team with any additional questions by going to https://help.kustomer.com and clicking "Contact Support" at the top of the page.
Jan 17, 21:18 EST
Update - Our team is currently testing a resolution to this issue. Please expect further updates within the next 30 minutes and reach out to our Support team with any additional questions by going to https://help.kustomer.com and clicking "Contact Support" at the top of the page.

If you are using queues and routing, conversations will continue to be routed to your agents and they will be able to respond to conversations and update statuses as normal.

If you are not using Queues and Routing, you can enable routing and add the "Default Queue" to your teams and have members log into an "Available" state and they will receive conversations automatically. Here is our documentation on setting up queues and routing:https://help.kustomer.com/en_us/queue-rules-HyLuJ1KHX and https://help.kustomer.com/en_us/configuring-queues-BkCVqbJ9L. Please reach out to the support team if you need help setting this up!

During this time you can expect any existing items in searches to be cached with items that may not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them. Reporting is also affected while the search functionality is not returning the most up-to-date results. All new messages are still coming into the platform and being sent out as well via all channels.
Jan 17, 20:14 EST
Update - Our team is currently testing a resolution to this issue. Please expect further updates within the next 30 minutes and reach out to our Support team with any additional questions by going to https://help.kustomer.com and clicking "Contact Support" at the top of the page.

If you are using queues and routing, conversations will continue to be routed to your agents and they will be able to respond to conversations and update statuses as normal.

If you are not using Queues and Routing, you can enable routing and add the "Default Queue" to your teams and have members log into an "Available" state and they will receive conversations automatically. Here is our documentation on setting up queues and routing:https://help.kustomer.com/en_us/queue-rules-HyLuJ1KHX and https://help.kustomer.com/en_us/configuring-queues-BkCVqbJ9L. Please reach out to the support team if you need help setting this up!

During this time you can expect any existing items in searches to be cached with items that may not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them. Reporting is also affected while the search functionality is not returning the most up-to-date results. All new messages are still coming into the platform and being sent out as well via all channels.
Jan 17, 19:29 EST
Update - Kustomer has identified an event affecting Searches that is preventing updated results from being returned in all searches on the platform for PROD1 users. Our team is currently testing a resolution. Please expect further updates within the next 30 minutes and reach out to our Support team with any additional questions by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.

During this time you can expect any existing items in searches to be cached with items that may not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them. Reporting is also affected while the search functionality is not returning the most up-to-date results. All new messages are still coming into the platform and being sent out as well via all channels.
Jan 17, 18:53 EST
Update - Kustomer has identified an event affecting Searches that is preventing updated results from being returned in all searches on the platform for PROD1 users. Our team is currently testing a resolution. Please expect further updates within the next 30 minutes and reach out to our Support team with any additional questions by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.

During this time you can expect any existing items in searches to be cached with items that may not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them. Reporting is also affected while the search functionality is not returning the most up-to-date results. All new messages are still coming into the platform and being sent out as well via all channels.
Jan 17, 18:13 EST
Update - Kustomer has identified an event affecting Searches that is preventing updated results from being returned in all searches on the platform for PROD1 users. Our team is currently testing a resolution. Please expect further updates within the next 30 minutes and reach out to our Support team with any additional questions by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.

During this time you can expect any existing items in searches to be cached with items that may not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them. Reporting is also affected while the search functionality is not returning the most up-to-date results. All new messages are still coming into the platform and being sent out as well via all channels.
Jan 17, 17:40 EST
Update - Kustomer has identified an event affecting Searches that is preventing updated results from being returned in all searches on the platform for PROD1 users. Our team is currently testing a resolution. Please expect further updates within the next 30 minutes and reach out to our Support team with any additional questions by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.

During this time you can expect any existing items in searches to be cached with items that may not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them. Reporting is also affected while the search functionality is not returning the most up-to-date results. All new messages are still coming into the platform and being sent out as well via all channels.
Jan 17, 17:06 EST
Update - Kustomer has identified an event affecting Searches that is preventing updated results from being returned in all searches on the platform for PROD1 users. Our team is currently testing a resolution. Please expect further updates within the next 30 minutes and reach out to our Support team with any additional questions by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.

During this time you can expect any existing items in searches to be cached with items that may not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them. Reporting is also affected while the search functionality is not returning the most up-to-date results. All new messages are still coming into the platform and being sent out as well via all channels.
Jan 17, 16:33 EST
Update - Kustomer has identified an event affecting Searches that is preventing updated results from being returned in all searches on the platform for PROD1 users. Our team is currently testing a resolution. Please expect further updates within the next 30 minutes and reach out to our Support team with any additional questions by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.

During this time you can expect any existing items in searches to be cached with items that may not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them. Reporting is also affected while the search functionality is not returning the most up-to-date results. All new messages are still coming into the platform and being sent out as well via all channels.
Jan 17, 15:58 EST
Update - Kustomer has identified an event affecting Searches that is preventing updated results from being returned in all searches on the platform for PROD1 users. Our team is currently working to implement a resolution. Please expect further updates within 30 minutes. Please reach out to our Support team with any additional questions. You can reach us by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.

During this time you can expect any existing items in searches to be cached with items that may not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them. Reporting is also affected while the search functionality is not returning the most up-to-date results. All new messages are still coming into the platform and being sent out as well via all channels.
Jan 17, 15:27 EST
Identified - Kustomer has identified an event affecting Searches that is preventing updated results from being returned in searches on the platform for PROD1 users. Our team is currently working to implement a resolution. Please expect further updates within 30 minutes. Please reach out to our Support team with any additional questions. You can reach us by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.
Jan 17, 14:50 EST
Update - The Kustomer team is still investigating the root cause of the issue preventing Searches from returning the latest information on PROD1. During this time you can expect any existing items in searches to be cached with items that do not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them.

Please reach out to our Support team with any additional questions. You can reach us by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.
Jan 17, 14:29 EST
Update - The Kustomer team is still investigating the root cause of the issue preventing Searches from returning the latest information on PROD1. During this time you can expect any existing items in searches to be cached with items that do not apply to the search criteria.

Please reach out to our Support team with any additional questions. You can reach us by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.
Jan 17, 13:54 EST
Investigating - Correction: Searches and Reporting were available but the searching was taking place on stale data within the search index. During this time clients on PROD1 would have experienced searches and reports not populating with the latest data in their searches and reports.

Searches and Reporting are currently unavailable for most users of the platform. We are working to resolve the issue as quickly as possible. During this time you may experience searches and reports not populating as expected.

Please reach out to our Support team with any additional questions. You can reach us by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.
Jan 17, 13:13 EST
Jan 17, 2022
Jan 16, 2022

No incidents reported.

Jan 15, 2022

No incidents reported.

Jan 14, 2022

No incidents reported.

Jan 13, 2022

No incidents reported.

Jan 12, 2022
Postmortem - Read details
Jan 13, 18:03 EST
Resolved - The rollback is now completed and systems have normalized. You may need to refresh the page if you continue to see loading issues!

If you continue to see issues are latency and loading, please reach out to support@kustomer.com
Jan 12, 19:22 EST
Monitoring - The rollback is complete and you should be seeing conversations load normally now.
Jan 12, 18:57 EST
Identified - Kustomer is experiencing latency and we have identified the issue and are rolling back the changes that caused the issue. Should be fixed in 10 minutes.
Jan 12, 18:45 EST
Jan 11, 2022
Resolved - Shopify has resolved the incident.
You can see their update here: https://www.shopifystatus.com/
Jan 11, 19:44 EST
Monitoring - Shopify has identified and implemented a fix on their end.

We are continuing to monitor Shopify's status page for updates until they say it is resolved.

You can follow along with their status here: https://www.shopifystatus.com/
Jan 11, 19:18 EST
Investigating - Kustomer is aware of an event reported by one of our third party vendor Shopify. While this does not have an effect all instances in Kustomer, we do see this affecting anyone using our Shopify integration, mainly around the Insight card not loading. We are currently not seeing any loss in data or any new order creation at this time. We are continuing to monitor Shopify's status page for updates.

You can follow along with their status here: https://www.shopifystatus.com/
Jan 11, 19:16 EST
Jan 10, 2022

No incidents reported.

Jan 9, 2022

No incidents reported.

Jan 8, 2022

No incidents reported.

Jan 7, 2022

No incidents reported.

Jan 6, 2022

No incidents reported.