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Is there an Kustomer outage?

Kustomer status: Systems Active

Last checked: 9 minutes ago

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Kustomer outages and incidents

Outage and incident data over the last 30 days for Kustomer.

There have been 1 outages or incidents for Kustomer in the last 30 days.

Severity Breakdown:

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Components and Services Monitored for Kustomer

Outlogger tracks the status of these components for Xero:

Regional Incident Active
Analytics Active
API Active
Bulk Jobs Active
Channel - Chat Active
Channel - Email Active
Channel - Facebook Active
Channel - Instagram Active
Channel - SMS Active
Channel - Twitter Active
Channel - WhatsApp Active
CSAT Active
Events / Audit Log Active
Exports Active
Knowledge base Active
Kustomer Voice Active
Notifications Active
Registration Active
Search Active
Tracking Active
Web Client Active
Web/Email/Form Hooks Active
Workflow Active
Analytics Active
API Active
Bulk Jobs Active
Channel - Chat Active
Channel - Email Active
Channel - Facebook Active
Channel - Instagram Active
Channel - SMS Active
Channel - Twitter Active
Channel - WhatsApp Active
CSAT Active
Events / Audit Log Active
Exports Active
Knowledge base Active
Kustomer Voice Active
Notifications Active
Registration Active
Search Active
Tracking Active
Web Client Active
Web/Email/Form Hooks Active
Workflow Active
OpenAI Active
PubNub Active
Component Status
Regional Incident Active
Active
Analytics Active
API Active
Bulk Jobs Active
Channel - Chat Active
Channel - Email Active
Channel - Facebook Active
Channel - Instagram Active
Channel - SMS Active
Channel - Twitter Active
Channel - WhatsApp Active
CSAT Active
Events / Audit Log Active
Exports Active
Knowledge base Active
Kustomer Voice Active
Notifications Active
Registration Active
Search Active
Tracking Active
Web Client Active
Web/Email/Form Hooks Active
Workflow Active
Active
Analytics Active
API Active
Bulk Jobs Active
Channel - Chat Active
Channel - Email Active
Channel - Facebook Active
Channel - Instagram Active
Channel - SMS Active
Channel - Twitter Active
Channel - WhatsApp Active
CSAT Active
Events / Audit Log Active
Exports Active
Knowledge base Active
Kustomer Voice Active
Notifications Active
Registration Active
Search Active
Tracking Active
Web Client Active
Web/Email/Form Hooks Active
Workflow Active
Active
OpenAI Active
PubNub Active

Latest Kustomer outages and incidents.

View the latest incidents for Kustomer and check for official updates:

Updates:

  • Time: Oct. 31, 2022, 8:58 p.m.
    Status: Postmortem
    Update: ## Summary At 11:57am ET on October 28th, 2022, a deployment in Kustomer’s public chat SDK caused an issue with the UI on all consuming pages. This issue added an invisible overlay on the bottom corner \(left or right depending on implementation\) of 400px wide by 650px tall on all pages where Kustomer’s chat was hosted. This invisible overlay prevented end users from interacting with the hosted page under the overlay. This problem was caught by our Customer Experience team internally paired with reports from external customers. The issue was assessed by our engineering team, creating a revert that was merged and deployed, fixing the issue by 12:49pm. The root cause of this issue has been addressed and fixed, with added tests to ensure the sizing functionality used to show and hide Kustomer Chat does not perform in a similar manner in the future. ## Timeline of Events * 10/28 11:57 pm - UI change is deployed to production * 10/28 12:15pm - Support reaches out to engineering team to assess the problem on the internal Kustomer instance * 10/28 12:21pm - The issue is diagnosed by our engineering team * 10/28 12:32pm - A revert of the erroneous code is created * 10/28 12:49pm - The reverted code is deployed to production ## Lessons/Improvements * Add more robust end-to-end tests around resizing Chat \[IN PROGRESS\] * Add end-to-end tests for triggering Chat and also interacting with the parent page * Investigate creation of internal deployment canaries around UI interactions to potentially catch issues like this one sooner
  • Time: Oct. 31, 2022, 8:58 p.m.
    Status: Resolved
    Update: At 11:57am ET on October 28th, 2022, a deployment in Kustomer’s public chat SDK caused an issue with the UI on all consuming pages. This issue added an invisible overlay on the bottom corner (left or right depending on implementation) of 400px wide by 650px tall on all pages where Kustomer’s chat was hosted. This invisible overlay prevented end users from interacting with the hosted page under the overlay. This problem was caught by our Customer Experience team internally paired with reports from external customers. The issue was assessed by our engineering team, creating a revert that was merged and deployed, fixing the issue by 12:49pm. The root cause of this issue has been addressed and fixed, with added tests to ensure the sizing functionality used to show and hide Kustomer Chat does not perform in a similar manner in the future.

Updates:

  • Time: Oct. 25, 2022, 12:05 p.m.
    Status: Resolved
    Update: All third party vendors confirm the event impacting Whatsapp Messaging in Prod1 and Prod2 and the ability to send outbound messages via Whatsapp Business is now fully resolved. After careful monitoring, our team has found that all affected areas are fully restored. Please reach out to Support at [email protected] if you have any additional queries or concerns.
  • Time: Oct. 25, 2022, 12:05 p.m.
    Status: Resolved
    Update: All third party vendors confirm the event impacting Whatsapp Messaging in Prod1 and Prod2 and the ability to send outbound messages via Whatsapp Business is now fully resolved. After careful monitoring, our team has found that all affected areas are fully restored. Please reach out to Support at [email protected] if you have any additional queries or concerns.
  • Time: Oct. 25, 2022, 10:18 a.m.
    Status: Monitoring
    Update: The issue on Whatsapp Messaging in Prod1 and Prod2 impacting the ability to send outbound messages via Whatsapp Business is confirmed resolved by Whatsapp and third party vendors. Kustomer will continue to monitor and provide an update as soon as all affected areas are confirmed fully restored. Please reach out to Support if you have additional questions or concerns.
  • Time: Oct. 25, 2022, 9:05 a.m.
    Status: Investigating
    Update: We are continuing to investigate this issue.
  • Time: Oct. 25, 2022, 9:05 a.m.
    Status: Investigating
    Update: We are continuing to investigate this issue.
  • Time: Oct. 25, 2022, 8:24 a.m.
    Status: Investigating
    Update: Kustomer is aware of an event reported by third party vendors affecting Whatsapp Channel Messaging in Prod1 and Prod2 that may impact the ability to send outbound messages via the Whatsapp Business Platform. https://metastatus.com/whatsapp-business-api https://status.messagebird.com/ https://status.twilio.com/ Our team will continue to monitor the status. Please expect further hourly updates and reach out to Support if you have additional questions or concerns.
  • Time: Oct. 25, 2022, 8:24 a.m.
    Status: Investigating
    Update: Kustomer is aware of an event reported by third party vendors affecting Whatsapp Channel Messaging in Prod1 and Prod2 that may impact the ability to send outbound messages via the Whatsapp Business Platform. https://metastatus.com/whatsapp-business-api https://status.messagebird.com/ https://status.twilio.com/ Our team will continue to monitor the status. Please expect further hourly updates and reach out to Support if you have additional questions or concerns.

Updates:

  • Time: Oct. 14, 2022, 10:35 p.m.
    Status: Resolved
    Update: Postmark has resolved an event affecting Emails on Prod 1 and 2 causing inbound email delays. After careful monitoring, our team has found that all affected areas are fully restored. Please reach out to support at [email protected] if you have additional questions or concerns. Postmark status : https://status.postmarkapp.com/
  • Time: Oct. 14, 2022, 8:30 p.m.
    Status: Monitoring
    Update: Kustomer is aware of an event reported by one of our third party vendors affecting emails on Prod 1 and 2 that may cause delays with inbound emails within the platform. Our team will continue to monitor the status with our vendor. Please expect further updates within 3 hours and reach out to support at [email protected] if you have additional questions or concerns. Postmark status : https://status.postmarkapp.com/

Updates:

  • Time: Oct. 14, 2022, 10:35 p.m.
    Status: Resolved
    Update: Postmark has resolved an event affecting Emails on Prod 1 and 2 causing inbound email delays. After careful monitoring, our team has found that all affected areas are fully restored. Please reach out to support at [email protected] if you have additional questions or concerns. Postmark status : https://status.postmarkapp.com/
  • Time: Oct. 14, 2022, 8:30 p.m.
    Status: Monitoring
    Update: Kustomer is aware of an event reported by one of our third party vendors affecting emails on Prod 1 and 2 that may cause delays with inbound emails within the platform. Our team will continue to monitor the status with our vendor. Please expect further updates within 3 hours and reach out to support at [email protected] if you have additional questions or concerns. Postmark status : https://status.postmarkapp.com/

Updates:

  • Time: Sept. 9, 2022, 6:23 p.m.
    Status: Resolved
    Update: After careful monitoring, our team has found that all affected areas are fully restored, and the issue with knowledge base domains has been resolved. Please reach out to support at [email protected] if you have additional questions or concerns.
  • Time: Sept. 9, 2022, 5:57 p.m.
    Status: Monitoring
    Update: We are seeing systems return to normal and knowledge base URLs are loading as expected. Our team is continuing to monitor this situation as a third party vendor resolves the underlying issue. Please expect further updates within an hour and reach out to support at [email protected] if you have additional questions or concerns.
  • Time: Sept. 9, 2022, 5:16 p.m.
    Status: Identified
    Update: Kustomer is aware of an event affecting PROD1 platforms that may cause Kustomer knowledge bases to not load within the web browser. Our team has identified the problem and are working toward the resolution. Please expect further updates within 30 minutes and reach out to support at [email protected] or through our chat if you have additional questions or concerns.
  • Time: Sept. 9, 2022, 4:58 p.m.
    Status: Investigating
    Update: We are investigating an issue impacting the ability to load knowledge base sites for clients on Prod 1.

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Frequently Asked Questions - Kustomer

Is there a Kustomer outage?
The current status of Kustomer is: Systems Active
Where can I find the official status page of Kustomer?
The official status page for Kustomer is here
How can I get notified if Kustomer is down or experiencing an outage?
To get notified of any status changes to Kustomer, simply sign up to OutLogger's free monitoring service. OutLogger checks the official status of Kustomer every few minutes and will notify you of any changes. You can veiw the status of all your cloud vendors in one dashboard. Sign up here
What does Kustomer do?
Kustomer offers omnichannel messaging, a unified customer view, and AI-powered automations to enhance customer experiences.

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