Kayako outage history

We’re aware that some customers hosted in our US region recently experienced intermittent failures when sending replies, updating conversations, and submitting Help Center requests, along with delays to email and other notifications. Our infrastructure team has mitigated the underlying issue and is working on a permanent fix. A small number of replies saved during this period may not have been delivered by email. Please check replies sent during the incident and resend any that your customer did not receive.

Our infrastructure team has resolved the issue, and we don’t expect customers to experience further reply-sending failures. We’re closely monitoring the situation. Please contact Support through the usual channels if you continue to encounter problems.

Reply sending on US instances has been working normally since 02:43 UTC on October 14, and we continue to monitor. Replies that failed to send during the incident are not retried automatically; please resend any reply marked as failed. If you still see send failures, contact Support through the usual channels.

No further occurrences of the issue have been observed since the fix was implemented over 24 hours ago. The issue is considered resolved, and we are closing this incident. If you experience any further issues, please contact Support through the usual channels.

We are currently investigating reported slowness when creating or replying to tickets.

We are continuing to investigate this issue.

The incident has been resolved, and we are monitoring the situation

The issue causing elevated response times for ticket creation and reply actions has been resolved. Our Infrastructure team has completed the necessary mitigation steps, and we are seeing response times return to expected levels. We will continue to monitor the platform to ensure stability. Thank you for your patience while we worked through this issue.

AWS has confirmed “increased error rates and latencies for multiple AWS Services in the US-EAST-1 Region” with a severity labelled “Degraded”. This affects Kayako instances and you may experience issues loading your Help Centers or interacting with the Help Center.

AWS has confirmed that the outage in the US-EAST-1 region has now been resolved, and all services are operational.

We have been made aware of an issue related to Slow performance on some specific Kayako Instances. We are currently investigating this and will get back to you as soon as we have more information to share.

We are continuing to investigate this issue.

We have identified a probable root cause of the issue affecting the performance on some specific Kayako instances. Our team is actively working on resolving it to restore optimal functionality as quickly as possible. Thank you for your patience and understanding. We will provide further updates as soon as more information becomes available.

We believe the issue is currently resolved, but we are still actively monitoring the servers. The customers are advised to check their instances and confirm that they are fully operational.

The issue has been resolved.

We have been made aware of an issue where the Triggers page is not loading as expected. We are presently investigating this and will get back to you as soon as we have more information to share.

We are continuing to investigate this issue.

We have identified the root cause of this issue and are currently rolling a fix to all affected customers.

A fix has been rolled out to all customers and the issue should no longer persist. If you still face any problems, please let us know so that we may assist you further.