Resolved
After careful monitoring, our team has determined that Kustomer platform services are now fully operational and the queued Business Rules items have been successfully processed. Thank you for your patience and understanding during this event.
If you experience any residual issues or have questions, please reach out to Kustomer Support at support@kustomer.com.
Posted Oct 20, 2025 - 06:29 EDT
Monitoring
Kustomer platform services should now be operational, though some Business Rules items may remain delayed while our teams work to retrieve and process any queued events.
AWS has reported significant signs of recovery across affected services and continues to work toward full resolution.
We continue to closely monitor platform performance as AWS progresses with their own recovery efforts and keep sharing updates here as systems stabilize further.
Please expect additional updates within the next 30 minutes and if you have any questions or continue to notice delays, please reach out to Kustomer Support at support@kustomer.com.
Posted Oct 20, 2025 - 06:18 EDT
Identified
Kustomer has identified the disruption impacting platform services as a result of the significant widespread outage at Amazon Web Services (AWS). Further details and real-time updates are also available in https://health.aws.amazon.com/health/status
Our teams are actively working to mitigate the impact and restore services as quickly as possible, while maintaining close coordination with AWS as they work to resolve the underlying issue. We’ll continue to post updates here as systems recover and more information becomes available.
Please expect additional updates within the next 30 minutes, please reach out to Kustomer Support at support@kustomer.com for any queries.
Posted Oct 20, 2025 - 05:48 EDT
This incident affected: Prod1 (US) (Analytics, API, Bulk Jobs, Channel - Chat, Channel - Email, CSAT, Events / Audit Log, Exports, Knowledge base, Notifications, Registration, Search, Tracking, Web Client, Web/Email/Form Hooks, Workflow), Prod2 (EU) (Analytics, API, Bulk Jobs, Channel - Chat, Channel - Email, CSAT, Events / Audit Log, Exports, Knowledge base, Notifications, Registration, Search, Tracking, Web Client, Web/Email/Form Hooks, Workflow), Kustomer Voice & Text (Kustomer Voice), Prod4 (IN) (Analytics, API, Bulk Jobs, Channel - Chat, Channel - Email, CSAT, Events / Audit Log, Exports, Knowledge base, Notifications, Registration, Search, Tracking, Web Client, Web/Email/Form Hooks, Workflow), and Regional Incident.