Outage in InStride

Support Ticketing & Chat Service Disruption (External Cloud Outage)

Resolved Minor

October 20, 2025 - Started 4 months ago - Lasted about 20 hours
Official incident page

Incident Report

IMPACTED SERVICES: Inbound support tickets, live chat support CAUSES: We are currently experiencing a disruption caused by an external third-party cloud infrastructure provider (Amazon Web Services) and the impact is outside our immediate infrastructure. WHAT'S BEING DONE: - Our engineering & operations teams are monitoring the cloud provider’s status and coordinating for updates. - Regular status updates will be provided here every 30 minutes (or as new information becomes available). As soon as systems are operational again we will suggest that you re-submit your support inquiry CUSTOMER IMPACT & GUIDANCE: - You may experience delays in submitting or receiving responses from our support team.

Components affected

InStride Platform InStride Vendor - AWS ecs-us-west-2 InStride Vendor - LaunchDarkly Feature flag CDN

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Latest Updates ( sorted recent to last )

RESOLVED 4 months ago - at 10/21/2025 01:06PM

We have confirmed that the issue caused by our third-party providers has been fully resolved. All systems and services are now fully operational and functioning as expected.
We will continue to monitor for stability, but no further impact is expected at this time. Thank you for your patience and understanding.

MONITORING 4 months ago - at 10/20/2025 10:13PM

We are beginning to see signs of overall recovery from our ticketing and chat providers. We're closely monitoring until they come back into full service.

MONITORING 4 months ago - at 10/20/2025 05:54PM

IMPACTED SERVICES: Inbound support tickets, live chat support

CAUSES: We are currently experiencing a disruption caused by an external third-party cloud infrastructure provider (Amazon Web Services) and the impact is outside our immediate infrastructure.

WHAT'S BEING DONE:
- Our engineering & operations teams are monitoring the cloud provider’s status and coordinating for updates.
- Regular status updates will be provided here every 30 minutes (or as new information becomes available). As soon as systems are operational again we will suggest that you re-submit your support inquiry

CUSTOMER IMPACT & GUIDANCE:
- You may experience delays in submitting or receiving responses from our support team.

MONITORING 4 months ago - at 10/20/2025 05:46PM

IMPACTED SERVICES: Inbound support tickets, live chat support

CAUSES: We are currently experiencing a disruption caused by an external third-party cloud infrastructure provider (Amazon Web Services) and the impact is outside our immediate infrastructure.

WHAT'S BEING DONE:
- Our engineering & operations teams are monitoring the cloud provider’s status and coordinating for updates.
- Regular status updates will be provided here every 30 minutes (or as new information becomes available). As soon as systems are operational again we will suggest that you re-submit your support inquiry

CUSTOMER IMPACT & GUIDANCE:
- You may experience delays in submitting or receiving responses from our support team.

MONITORING 4 months ago - at 10/20/2025 05:36PM

IMPACTED SERVICES: Inbound support tickets, live chat support

CAUSES: We are currently experiencing a disruption caused by an external third-party cloud infrastructure provider (Amazon Web Services) and the impact is outside our immediate infrastructure.

WHAT'S BEING DONE:
- Our engineering & operations teams are monitoring the cloud provider’s status and coordinating for updates.
- Regular status updates will be provided here every 30 minutes (or as new information becomes available). As soon as systems are operational again we will suggest that you re-submit your support inquiry

CUSTOMER IMPACT & GUIDANCE:
- You may experience delays in submitting or receiving responses from our support team.

Latest InStride outages

Degraded Performance - about 1 month ago

Partial Outage - 6 months ago

Degraded Performance - 8 months ago

Site Impacted - 8 months ago

Service Disruption - about 2 years ago

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