Timelines and API not returning data in Prod 1

While we are still investigating some minor issues, all access to the Kustomer platform has been restored. For any questions related to this incident, please reach out to Kustomer Support via Chat or at support@kustomer.com

Our engineers are continuing to ensure efficient cleanup efforts and are working closely to ensure precision in our execution.

Data integrity checks and clean-up efforts are still continuing in the background. Please expect further updates and reach out to Support at support@kustomer.com if you have additional questions or concerns.

Issues related to timelines, searches, and other areas in the platform are now resolved. Data integrity checks and clean up efforts will continue in the background.

The Kustomer team is continuing to resolve errors related to timelines, searches, and other areas of the platform, resulting from an extended event that impacted the platform. Affected data is being identified, grouped, checked against our database, restored and re-driven or reimported where needed.

An issue affecting Kustomer's ability to receive and display data has been resolved, and is being monitored. Errors may still be encountered as our team works to reimport data affected during the incident. Please look for the next update within an hour.

All channels and systems have been restored to full functionality. As we monitor the this resolution, errors may still continue to present in various areas, including timelines, searches, and workflows. Our team is working to clean up these remaining residual issues as we reimport data affected during the incident. Please look for additional updates within the next hour.

As recovery of channels is underway and eventually completes, we do expect some errors to appear in timelines, searches, and workflows. We expect those errors to resolve when the clean-up of data during the period of outage fully completes. That clean up will be prioritized once the backlog of data has been processed and the system maintains stability.

Timelines and searches are loading as expected. Our team is starting to turn channels back on. Please expect further updates in 1 hour

Timelines and searches are loading more consistently. However, they are still in recovery. As systems scale we expect improvements. Please expect further updates within 1 hour.

Timelines and searches are starting to load more consistently. Please expect further updates within 1 hour.

Our team is currently scaling services to meet request traffic within the web app to resolve continued issues connecting to customer timelines and loading searches. Please expect further updates within 1 hour

Our team is currently working on restoring connectivity to timelines and re-indexing searches with the latest updates. Upon completion, we will restore channel connections. Please expect further updates within 1 hour.

Engineering is currently taking measures to restore connectivity in prod1. Channels have been temporarily turned off to prioritize the recovery of the affected system. There is currently no ETA yet for recovery, and will provide one as soon as possible. Please expect further updates within 1 hour

Engineering is currently taking measures to restore connectivity in prod1. Channels have been temporarily turned off to prioritize the recovery of the affected system. There is currently no ETA yet for recovery but will provide one as soon as possible. Please expect further updates within 1 hour

The engineering team has identified the issue affecting the connectivity to the platform and are working towards recovery. Please expect further updates within 30 minutes and reach out to support@kustomer.com if you have any questions.

Our team is continuing to work to resolve the issue with timelines not loading and the API not returning data. Please expect further updates within 30 minutes and reach out to support@kustomer.com if you have any questions.

Kustomer is aware of an event affecting Timelines and API that may cause errors when loading customer timelines within the platform. Our team is currently working to implement a resolution. Please expect further updates within 30 minutes and reach out to support at support@kustomer.com if you have additional questions or concerns.

We are continuing to investigate this issue.

Kustomer is investigating an event affecting Timelines and the API that may cause errors when loading the app in Prod1. Our team is investigating this issue. Please expect further updates within 30 Minutes and reach out to support at support@kustomer.com if you have additional questions or concerns.