Kustomer Outage History

Kustomer experienced a chat service incident on Prod-1 that caused messages to fail and chat assistants to not follow their configured flows. The issue affected the Chat channel component for approximately 1 hour before the team implemented a fix and monitored the resolution. All affected areas were fully restored after careful monitoring confirmed the update successfully resolved the problem.

Kustomer experienced a 41-minute incident affecting Gmail connectivity and email send/receive functionality across Prod 1 and Prod 2 environments. The issue prevented emails from routing into the Kustomer platform and impacted users' ability to send messages on conversations. The team identified the root cause, deployed a fix, and fully restored all affected email channel functionality.

Kustomer experienced internal API errors and latency issues on their Prod1 environment that affected chat and email channels for 1.8 hours. The incident was resolved by releasing a software update after careful monitoring to ensure full restoration of all affected services.

Kustomer experienced a 33-minute incident where Knowledge Bases and forms were displaying 500 error codes, preventing users from accessing these pages. The issue was resolved by performing a rollback in the affected area, restoring full functionality to all impacted services.

Kustomer experienced a 3.8-hour outage where AI features for customers and representatives became unresponsive, affecting the chat channel functionality. The incident impacted Kustomer's AI Agent features, preventing them from responding to user interactions. The issue was resolved after the team implemented an update and confirmed full restoration of all affected AI services.