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Is there an Kustomer outage?

Kustomer status: Systems Active

Last checked: 3 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: July 28, 2022, 8:32 p.m.
    Status: Resolved
    Update: Postmark has resolved an event affecting Pod 1 & Pod 2 where users may have seen delays in emails not being sent or received. 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.
  • Time: July 28, 2022, 7:36 p.m.
    Status: Identified
    Update: Kustomer is aware of an event affecting Postmark in Pod 1 & 2 that may cause errors sending and receiving emails within the platform. Postmark is continuing to see times for delivering emails improve. Please expect further updates within 2 hours and reach out to support at [email protected] if you have additional questions or concerns. You can also continue to monitor Postmarks status page at https://status.postmarkapp.com/
  • Time: July 28, 2022, 6:56 p.m.
    Status: Identified
    Update: Kustomer is aware of an event affecting Postmark Pod 1 & Pod 2 that may cause errors sending and receiving emails within the platform. Postmark is starting to see signs of recovery. Please expect further updates within 30 minutes and reach out to support at [email protected] if you have additional questions or concerns.
  • Time: July 28, 2022, 6:27 p.m.
    Status: Identified
    Update: Kustomer is aware of an event reported by one of our third party vendors Postmark in Pod 1 & Pod 2 that may cause errors sending and receiving emails within the platform. Our team will continue to monitor the status with our vendor. Please expect further updates within 30 mins and reach out to support if you have additional questions or concerns. You can also follow along at https://status.postmarkapp.com/

Updates:

  • Time: July 28, 2022, 8:32 p.m.
    Status: Resolved
    Update: Postmark has resolved an event affecting Pod 1 & Pod 2 where users may have seen delays in emails not being sent or received. 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.
  • Time: July 28, 2022, 7:36 p.m.
    Status: Identified
    Update: Kustomer is aware of an event affecting Postmark in Pod 1 & 2 that may cause errors sending and receiving emails within the platform. Postmark is continuing to see times for delivering emails improve. Please expect further updates within 2 hours and reach out to support at [email protected] if you have additional questions or concerns. You can also continue to monitor Postmarks status page at https://status.postmarkapp.com/
  • Time: July 28, 2022, 6:56 p.m.
    Status: Identified
    Update: Kustomer is aware of an event affecting Postmark Pod 1 & Pod 2 that may cause errors sending and receiving emails within the platform. Postmark is starting to see signs of recovery. Please expect further updates within 30 minutes and reach out to support at [email protected] if you have additional questions or concerns.
  • Time: July 28, 2022, 6:27 p.m.
    Status: Identified
    Update: Kustomer is aware of an event reported by one of our third party vendors Postmark in Pod 1 & Pod 2 that may cause errors sending and receiving emails within the platform. Our team will continue to monitor the status with our vendor. Please expect further updates within 30 mins and reach out to support if you have additional questions or concerns. You can also follow along at https://status.postmarkapp.com/

Updates:

  • Time: July 29, 2022, 3:30 a.m.
    Status: Postmortem
    Update: # **Summary** On 7/18/22 between 11:50am ET and 4:43pm ET, users of Kustomer platform in prod1 experienced high latency. The system was operational during this time but responses from the system were slower than usual. # **Root Cause** There was a spike in latency in the API service starting at 11:50am ET. This was traced back to extremely high load in a caching system that ramped up CPU usage very quickly. The caching system sustained 100% CPU usage which resulted in a backlog of items waiting to be processed. This backlog manifested in the latency experienced by users in this time period. # **Timeline** 07/18 11:50am - API latency detected; caching system metrics within acceptable range. 07/18 2:31pm - Reports of customers experiencing latency and slowness; caching system metrics now showing 100% CPU usage. 07/18 2:51pm - Engineer on call begins investigation. 07/18 3:00pm - Initiated failover in caching system to rule out system/hardware problems. Metrics showed improvement only for a few minutes before regression. 07/18 3:29pm - Provision a new caching system optimized for high CPU load. 07/18 4:18pm - All services switched to utilize the newly provisioned caching system; latency subsided; CPU usage back in normal range. 07/18 4:43pm - Incident fully resolved. ## **Lessons/Improvements** * **\[IN PROGRESS\]** Optimize usage of the caching system  * **\[IN PROGRESS\]** Implement cache sharding to increase the horizontal scale automatically
  • Time: July 18, 2022, 8:38 p.m.
    Status: Resolved
    Update: A fix has been implemented, and we are seeing systems returned to normal.
  • Time: July 18, 2022, 8:16 p.m.
    Status: Identified
    Update: Kustomer is still working to address an issue affecting PROD1 platforms that may cause slowness/latency within Kustomer. Our engineering team is currently testing a potential fic and we will post an update as soon as testing is completed. Please expect further updates within the next 30 minutes or sooner and reach out to support at [email protected] if you have additional questions or concerns.
  • Time: July 18, 2022, 7:50 p.m.
    Status: Identified
    Update: Kustomer is aware of an event affecting PROD1 platforms that may cause slowness/latency within the Kustomer platform. Our team is currently working to implement a fix for this issue. Please expect further updates within the next 30 minutes or sooner and reach out to support at [email protected] if you have additional questions or concerns.
  • Time: July 18, 2022, 7:21 p.m.
    Status: Identified
    Update: Kustomer is aware of an event affecting PROD1 platforms that may cause slowness/latency within the Kustomer platform. Our team is currently working to implement a fix for this issue. Please expect further updates within the next 30 minutes or sooner and reach out to support at [email protected] if you have additional questions or concerns.
  • Time: July 18, 2022, 6:51 p.m.
    Status: Identified
    Update: Kustomer is aware of an event affecting PROD1 platforms that may cause slowness/latency within the Kustomer platform. Our team is currently working to identify the cause of this issue in an effort to implement a resolution. Please expect further updates within the next 30 minutes or sooner and reach out to support at [email protected] if you have additional questions or concerns.

Updates:

  • Time: July 29, 2022, 3:30 a.m.
    Status: Postmortem
    Update: # **Summary** On 7/18/22 between 11:50am ET and 4:43pm ET, users of Kustomer platform in prod1 experienced high latency. The system was operational during this time but responses from the system were slower than usual. # **Root Cause** There was a spike in latency in the API service starting at 11:50am ET. This was traced back to extremely high load in a caching system that ramped up CPU usage very quickly. The caching system sustained 100% CPU usage which resulted in a backlog of items waiting to be processed. This backlog manifested in the latency experienced by users in this time period. # **Timeline** 07/18 11:50am - API latency detected; caching system metrics within acceptable range. 07/18 2:31pm - Reports of customers experiencing latency and slowness; caching system metrics now showing 100% CPU usage. 07/18 2:51pm - Engineer on call begins investigation. 07/18 3:00pm - Initiated failover in caching system to rule out system/hardware problems. Metrics showed improvement only for a few minutes before regression. 07/18 3:29pm - Provision a new caching system optimized for high CPU load. 07/18 4:18pm - All services switched to utilize the newly provisioned caching system; latency subsided; CPU usage back in normal range. 07/18 4:43pm - Incident fully resolved. ## **Lessons/Improvements** * **\[IN PROGRESS\]** Optimize usage of the caching system  * **\[IN PROGRESS\]** Implement cache sharding to increase the horizontal scale automatically
  • Time: July 18, 2022, 8:38 p.m.
    Status: Resolved
    Update: A fix has been implemented, and we are seeing systems returned to normal.
  • Time: July 18, 2022, 8:16 p.m.
    Status: Identified
    Update: Kustomer is still working to address an issue affecting PROD1 platforms that may cause slowness/latency within Kustomer. Our engineering team is currently testing a potential fic and we will post an update as soon as testing is completed. Please expect further updates within the next 30 minutes or sooner and reach out to support at [email protected] if you have additional questions or concerns.
  • Time: July 18, 2022, 7:50 p.m.
    Status: Identified
    Update: Kustomer is aware of an event affecting PROD1 platforms that may cause slowness/latency within the Kustomer platform. Our team is currently working to implement a fix for this issue. Please expect further updates within the next 30 minutes or sooner and reach out to support at [email protected] if you have additional questions or concerns.
  • Time: July 18, 2022, 7:21 p.m.
    Status: Identified
    Update: Kustomer is aware of an event affecting PROD1 platforms that may cause slowness/latency within the Kustomer platform. Our team is currently working to implement a fix for this issue. Please expect further updates within the next 30 minutes or sooner and reach out to support at [email protected] if you have additional questions or concerns.
  • Time: July 18, 2022, 6:51 p.m.
    Status: Identified
    Update: Kustomer is aware of an event affecting PROD1 platforms that may cause slowness/latency within the Kustomer platform. Our team is currently working to identify the cause of this issue in an effort to implement a resolution. Please expect further updates within the next 30 minutes or sooner and reach out to support at [email protected] if you have additional questions or concerns.

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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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