Kustomer Outage History

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.