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Is there an Kustomer outage?

Kustomer status: Systems Active

Last checked: 5 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: March 1, 2024, 5:47 p.m.
    Status: Resolved
    Update: This incident has been resolved.
  • Time: March 1, 2024, 5:23 p.m.
    Status: Monitoring
    Update: A fix has been implemented and we are monitoring the results.
  • Time: March 1, 2024, 4:04 p.m.
    Status: Identified
    Update: The issue has been identified and a fix is being implemented.
  • Time: March 1, 2024, 3:22 p.m.
    Status: Investigating
    Update: Kustomer is aware of an event affecting Facebook pages in the Facebook section of some client instances that may cause pages connected to an integrated account not appearing. Not all customers will be affected by this issue. Please expect further half-hourly updates and reach out to Support at [email protected] if you have additional questions or concerns.

Updates:

  • Time: March 5, 2024, 8:28 p.m.
    Status: Postmortem
    Update: # Post Mortem: Early transfers in KIQ Customer Assist \(formerly Conversational Assistant\) in prod1 # **Summary** On February 8, 2024 1:20pm EST, Kustomer’s engineering team saw a large spike in 502 errors from the KIQ Customer Assist service in prod1. These errors were subsequently tied to customer reports of early transfers occurring in conversational assistants. After some adjustments to the resources available in this service and a precautionary rollback of an earlier deployment, the system had fully recovered and errors subsided completely by 3:20pm EST. **Root Cause** The root cause for the spike in errors is caused by performance of the service that required more resources but the service had been operating at maximum capacity. Inefficiencies were identified in certain high traffic endpoints in this incident which used more resources than normal. This issue was only present in the prod1 environment and prod2 was unaffected. The engineering team has also determined that the deployment was unrelated to the issue that customers faced during this incident. # **Timeline** 2/8/24 10:58am EST - Deployment reaches all production environments. 2/8/24 12:29pm EST - Initial spike in 502 Bad Gateway errors in KIQ Customer Assist service for prod1 detected in monitoring systems. Prod2 is unaffected. 2/8/24 12:38pm EST - Received customer reports about early transfer in various conversational assistants. 2/8/24 12:50pm EST - Issue escalated to on-call engineering team. 2/8/24 1:48pm EST - Precautionary rollback of deployment completed. 2/8/24 2:09pm EST - Scaled up resources for KIQ Customer Assist service. 2/8/24 3:20pm EST - System fully recovers with no remaining errors. ‌ **Lessons/Improvements** * \[DONE\] Provisioned more resources for the affected service * \[IN PROGRESS\] Reduce the page size for the /v1/assistants endpoint to 50 * \[PLANNED\] Overhaul the service to improve efficiency, scalability, and performance
  • Time: Feb. 8, 2024, 9:45 p.m.
    Status: Resolved
    Update: Kustomer has resolved an event affecting conversational assistants on PROD 1 causing assistants to transfer early at higher rates. After careful monitoring, our team has found that all affected areas are operating at normal levels. Please reach out to support at [email protected] if you have additional questions or concerns.
  • Time: Feb. 8, 2024, 9:45 p.m.
    Status: Resolved
    Update: Kustomer has resolved an event affecting conversational assistants on PROD 1 causing assistants to transfer early at higher rates. After careful monitoring, our team has found that all affected areas are operating at normal levels. Please reach out to support at [email protected] if you have additional questions or concerns.
  • Time: Feb. 8, 2024, 8:44 p.m.
    Status: Monitoring
    Update: Kustomer has implemented remediation measures to address error rates causing conversational assistants to transfer early. Our team will continue to monitor this update to ensure the issue is fully resolved. Please expect further updates within 1 hour and please reach out to [email protected] if you have additional questions or concerns.
  • Time: Feb. 8, 2024, 8:44 p.m.
    Status: Monitoring
    Update: Kustomer has implemented remediation measures to address error rates causing conversational assistants to transfer early. Our team will continue to monitor this update to ensure the issue is fully resolved. Please expect further updates within 1 hour and please reach out to [email protected] if you have additional questions or concerns.
  • Time: Feb. 8, 2024, 8:12 p.m.
    Status: Investigating
    Update: Kustomer's team is monitoring error rates and investigating issues with conversational assistants transferring early within the 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 1 hour and reach out to support at [email protected] if you have additional questions or concerns.
  • Time: Feb. 8, 2024, 8:12 p.m.
    Status: Investigating
    Update: Kustomer's team is monitoring error rates and investigating issues with conversational assistants transferring early within the 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 1 hour and reach out to support at [email protected] if you have additional questions or concerns.
  • Time: Feb. 8, 2024, 7:10 p.m.
    Status: Investigating
    Update: Kustomer's team is still investigating the issues that may cause conversational assistants to transfer early within the 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 1 hour and reach out to support at [email protected] if you have additional questions or concerns.
  • Time: Feb. 8, 2024, 7:10 p.m.
    Status: Investigating
    Update: Kustomer's team is still investigating the issues that may cause conversational assistants to transfer early within the 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 1 hour and reach out to support at [email protected] if you have additional questions or concerns.
  • Time: Feb. 8, 2024, 6:34 p.m.
    Status: Investigating
    Update: Kustomer is aware of an event affecting Conversational Assistants in PROD 1 that may cause conversational assistants to transfer to agents before fully executing. Our team is currently working to identify the cause of this issue in an effort to implement a resolution. Please expect further updates within 30 minutes and reach out to support at [email protected] if you have additional questions or concerns.
  • Time: Feb. 8, 2024, 6:34 p.m.
    Status: Investigating
    Update: Kustomer is aware of an event affecting Conversational Assistants in PROD 1 that may cause conversational assistants to transfer to agents before fully executing. Our team is currently working to identify the cause of this issue in an effort to implement a resolution. Please expect further updates within 30 minutes and reach out to support at [email protected] if you have additional questions or concerns.

Updates:

  • Time: Nov. 8, 2023, 4:57 p.m.
    Status: Resolved
    Update: This incident has been resolved by our vendor.
  • Time: Nov. 8, 2023, 2:44 p.m.
    Status: Investigating
    Update: Kustomer is aware of an event reported by one of our third party vendors, OpenAI that may cause increased error rates when using Agent Co-Pilot features within the platform. To follow along a link to their status page is here: https://status.openai.com/. Our team will continue to monitor the status with our vendor. Please expect further updates within 2 hours and reach out to support if you have additional questions or concerns.

Updates:

  • Time: Nov. 8, 2023, 4:57 p.m.
    Status: Resolved
    Update: This incident has been resolved by our vendor.
  • Time: Nov. 8, 2023, 2:44 p.m.
    Status: Investigating
    Update: Kustomer is aware of an event reported by one of our third party vendors, OpenAI that may cause increased error rates when using Agent Co-Pilot features within the platform. To follow along a link to their status page is here: https://status.openai.com/. Our team will continue to monitor the status with our vendor. Please expect further updates within 2 hours and reach out to support if you have additional questions or concerns.

Updates:

  • Time: Sept. 13, 2023, 5:08 p.m.
    Status: Resolved
    Update: All errors have been redriven. 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: Sept. 13, 2023, 4:31 p.m.
    Status: Monitoring
    Update: Kustomer is monitoring an issue impacting the WhatsApp API and outbound sends from our platform. Errors will be redriven when delays and errors resolve.

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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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