On December 9, 2025, Kustomer experienced an interruption to outbound webhook delivery affecting customers in our prod-2 (EU) and prod-4 (IN) production regions. During this time, some outbound webhook requests were unable to reach customer endpoints, resulting in delivery failures and error responses.
The disruption occurred during a routine platform update related to our deployment systems. An underlying inconsistency from a previous infrastructure change caused a required backend service to become temporarily unavailable while updates were in progress. As a result, webhook endpoints could not accept or process delivery attempts for a limited period.
Engineering teams identified the issue quickly and restored full service shortly thereafter. Once the affected systems were brought back online, normal webhook delivery resumed and any queued events were successfully processed. There was no permanent data loss, and webhook functionality returned to normal operation across all impacted regions.
Customer Impact:
While safeguards already exist to protect core platform services, we are implementing additional improvements to reduce the likelihood of similar disruptions in the future. These include strengthening validation during platform updates, improving detection of incomplete infrastructure changes, and enhancing internal visibility when critical services are modified.