Update - Problems identified:
Team has found the potential fix in the reindex
Actions taken:
Team found a potential Re-index step that will fix it. Team is trying out on 1-2 instances.
Estimated duration: 30 minutes.
Dec 13, 10:54 UTC
Update - Problems identified:
Team is checking the index and other issues
Actions taken:
No errors found in any logs, team is doing further investigation
Estimated duration: 30 minutes.
Dec 13, 10:29 UTC
Update - Problems identified:
Seems to be a regression issue
Actions taken:
No errors found in any logs, team into further investigation
Estimated duration: 30 minutes.
Dec 13, 09:51 UTC
Update - Problems identified:
search function fails
Actions taken:
Checking further logs to provide a fix
Estimated duration: 30 minutes.
Dec 13, 09:13 UTC
Update - Problems identified:
search function fails
Actions taken:
troubleshooting underlying cause of issue
Estimated duration: 30 minutes.
Dec 13, 08:43 UTC
Identified - Starting December 13, 2018 08:13 GMT we are experiencing an incident: US Pod is experiencing intermittent failures. This is affecting all customers.
We are working on the resolution and expect to have it resolved within the next 30 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Dec 13, 08:28 UTC

About This Site

All the different parts of the Kayako cloud are actively monitored and we record and track service issues here. If you’re facing a problem and you don’t see any updates on this site, drop us a line at Kayako support page.

US Pod   Major Outage
EU Pod   Operational
Kayako Classic On Demand   ? Operational
Blog   Operational
Website   Operational
Third Party Services Operational
AWS ec2-us-east-1   Operational
AWS rds-us-east-1   Operational
AWS rds-eu-central-1   Operational
AWS ec2-eu-central-1   Operational
AWS s3-us-standard   Operational
SendGrid Parse API   Operational
SendGrid API v3   Operational
MaxCDN Frankfurt   Operational
MaxCDN Virginia   Operational
Zuora Production API   Operational
LaunchDarkly Feature flag CDN   Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Scheduled Maintenance
We will be performing scheduled database maintenance for Kayako Classic OnDemand customers (of Pod 73/74) on Dec 13, 2018, at 0100 UTC. During this two hours maintenance window, customers shall experience service interruption of 3-4 minutes (max).

We are aiming to consolidate RDS (MySQL databases) as it’s a part of new infrastructure with the higher potential and stability.

You can reach us at support.kayako.com for further queries. We will provide updates as necessary!
Posted on Dec 12, 15:22 UTC
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Past Incidents
Dec 13, 2018
Resolved - Outage has been resolved, outage duration was 0:16.
system performance is back to normal
Dec 13, 01:19 UTC
Identified - Starting December 13, 2018 00:58 GMT we are experiencing an incident: Kayako Classic On Demand is unavailable. This is affecting restricted set of customers.
We are working on the resolution and expect to have it resolved within the next 60 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Dec 13, 01:04 UTC
Dec 12, 2018
Resolved - Outage has been resolved, outage duration was 0:11.
inbound emails were delayed, now received on time.
Dec 12, 17:53 UTC
Identified - Starting December 12, 2018 17:32 GMT we are experiencing an incident: US Pod is unavailable. This is affecting restricted set of customers.
We are working on the resolution and expect to have it resolved within the next 30 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Dec 12, 17:37 UTC
Resolved - Outage has been resolved, outage duration was 0:06.
all services are up
Dec 12, 13:01 UTC
Identified - Starting December 12, 2018 12:58 GMT we are experiencing an incident: Kayako Classic On Demand is unavailable. This is affecting all customers.
We are working on the resolution and expect to have it resolved within the next 30 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Dec 12, 12:59 UTC
Resolved - Outage has been resolved, outage duration was 0:06.
all services are up
Dec 12, 12:55 UTC
Identified - Starting December 12, 2018 12:49 GMT we are experiencing an incident: US Pod is unavailable. This is affecting all customers.
We are working on the resolution and expect to have it resolved within the next 30 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Dec 12, 12:53 UTC
Dec 11, 2018
Resolved - Outage has been resolved, outage duration was 0:04.
proxysql didn't start automatically.
Dec 11, 21:07 UTC
Identified - Starting December 11, 2018 21:01 GMT we are experiencing an incident: Kayako Classic On Demand is experiencing intermittent failures. This is affecting restricted set of customers.
We are working on the resolution and expect to have it resolved within the next 4 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Dec 11, 21:05 UTC
Resolved - Outage has been resolved, outage duration was 0:24.
Fix has been installed
Dec 11, 10:36 UTC
Identified - Starting December 11, 2018 10:03 GMT we are experiencing an incident: Kayako Classic On Demand is experiencing intermittent failures. This is affecting restricted set of customers.
We are working on the resolution and expect to have it resolved within the next 60 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Dec 11, 10:09 UTC
Completed - The MW has been cancelled.
Dec 11, 09:12 UTC
Scheduled - Kayako will be performing scheduled server maintenance for Kayako Classic OnDemand customers on Tuesday, Dec 11, 2018, at 0000 UTC. During this one-hour maintenance window, customers may experience slight service interruption of a few minutes (around 4-5 minutes).

We are aiming to fine tune the server performance by shifting these pods to the new infrastructure.

You can reach us at support.kayako.com for further queries. We will provide updates as necessary!
Dec 9, 16:23 UTC
Completed - The scheduled maintenance has been completed.
Dec 11, 05:00 UTC
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 11, 03:00 UTC
Scheduled - On date December 11, 2018 03:00 GMT, Kayako Classic On Demand will undergo scheduled maintenance. The maintenance window is as follows:
Scheduled Start Date: December 11, 2018 03:00 GMT
Scheduled End Date: December 11, 2018 05:00 GMT

What is being addressed: DL1 will be rebooted on Dec/11/2018 between 3:00am to 5:00am UTC.

Downtime expected : ~20 minutes.

All KC pods on DL1 will have the impact.

Related Central Ticket: https://jira.devfactory.com/browse/CENTRAL-80116
Dec 8, 03:33 UTC
Dec 10, 2018
Resolved - Outage has been resolved, outage duration was 1:03.
System performance is back to normal
Dec 10, 13:01 UTC
Update - Problems identified:
Containers have been stopped
Actions taken:
Troubleshooting underlying cause of issue
Estimated duration: 60 minutes.
Dec 10, 12:34 UTC
Identified - Starting December 10, 2018 11:50 GMT we are experiencing an incident: Kayako Classic On Demand is experiencing intermittent failures. This is affecting restricted set of customers.
We are working on the resolution and expect to have it resolved within the next 60 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Dec 10, 12:08 UTC
Dec 9, 2018
Completed - The scheduled maintenece has been completed successfully.
Dec 9, 06:20 UTC
Scheduled - On date December 09, 2018 00:00 GMT, US Pod will undergo scheduled maintenance. The maintenance window is as follows:
Scheduled Start Date: December 09, 2018 00:00 GMT
Scheduled End Date: December 09, 2018 01:00 GMT

What is being addressed: DB maintenance is scheduled to happen on Kayako TNT. Expected downtime twice for 5-10 minutes. 
40 out of approximately 7000 TNK customers on US servers will be affected.
Dec 7, 07:44 UTC
Dec 8, 2018
Resolved - Outage has been resolved, outage duration was 0:23.
Service is up
Dec 8, 16:52 UTC
Identified - Starting December 08, 2018 15:55 GMT we are experiencing an incident: US Pod is experiencing intermittent failures. This is affecting restricted set of customers.
We are working on the resolution and expect to have it resolved within the next 23 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Dec 8, 16:52 UTC
Resolved - Outage has been resolved, outage duration was 0:16.
system performance is back to normal
Dec 8, 02:16 UTC
Identified - Starting December 08, 2018 01:55 GMT we are experiencing an incident: Kayako Classic On Demand is unavailable. This is affecting restricted set of customers.
We are working on the resolution and expect to have it resolved within the next 30 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Dec 8, 01:58 UTC
Resolved - Outage has been resolved, outage duration was 1:43.
all services are up
Dec 8, 01:23 UTC
Update - Problems identified:
a system service is not starting up
Actions taken:
Team is troubleshooting underlying cause of issue
Estimated duration: 60 minutes.
Dec 8, 00:49 UTC
Identified - Starting December 07, 2018 23:34 GMT we are experiencing an incident: Kayako Classic On Demand is unavailable. This is affecting restricted set of customers.
We are working on the resolution and expect to have it resolved within the next 60 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Dec 8, 00:22 UTC
Dec 7, 2018
Resolved - Outage has been resolved, outage duration was 0:27.
Service is up
Dec 7, 15:40 UTC
Update - Problems identified:
We have some issue due to which search functionality is not working for support.kayako.com
Actions taken:
Our engineering team is looking into this issue.
Dec 7, 15:20 UTC
Identified - Starting December 07, 2018 15:06 GMT we are experiencing an incident: US Pod is experiencing intermittent failures. This is affecting restricted set of customers.
We are working on identifying the root cause and fixing it.

We will provide an update every 30m or as soon as incident is resolved.
Dec 7, 15:10 UTC
Dec 6, 2018
Resolved - Outage has been resolved, outage duration was -1 day, 23:59.
System is up
Dec 6, 17:01 UTC
Identified - Starting December 06, 2018 16:07 GMT we are experiencing an incident: Kayako Classic On Demand is experiencing intermittent failures. This is affecting restricted set of customers.
We are working on identifying the root cause and fixing it.

We will provide an update every 30m or as soon as incident is resolved.
Dec 6, 16:14 UTC
Dec 5, 2018
Postmortem - Read details
Dec 5, 19:21 UTC
Resolved - Outage has been resolved, outage duration was 0:04.
all services are up
Dec 5, 16:41 UTC
Identified - Starting December 05, 2018 16:39 GMT we are experiencing an incident: Kayako Classic On Demand is unavailable. This is affecting all Kayako Classic customers.
We are working on the resolution and expect to have it resolved within the next 30 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Dec 5, 16:40 UTC
Resolved - Outage has been resolved, outage duration was 0:06.
all services are up
Dec 5, 15:46 UTC
Monitoring - The outage has been resolved we are monitoring our infrastructure. It is possible that we could experience short downtime until we permanently fix the issue.
Dec 5, 14:51 UTC
Investigating - We are currently investigating this issue.
Dec 5, 14:44 UTC
Resolved - Outage has been resolved, outage duration was 0:13.
System is up
Dec 5, 15:05 UTC
Identified - Starting December 05, 2018 13:11 GMT we are experiencing an incident: Kayako Classic On Demand is unavailable. This is affecting customers.
We are working on identifying the root cause and fixing it.

We will provide an update every 30m or as soon as incident is resolved.
Dec 5, 15:02 UTC
Resolved - Outage has been resolved, outage duration was 0:09.
all services are up
Dec 5, 14:24 UTC
Update - We are continuing to monitor for any further issues
Dec 5, 13:59 UTC
Monitoring - A fix for the issue was implemented and we are monitoring the results
Dec 5, 13:58 UTC
Investigating - We are currently investigating this issue.
Dec 5, 13:54 UTC
Resolved - Outage has been resolved, outage duration was 0:32.
Instance is back to normal , issue is fixed
Dec 5, 04:53 UTC
Update - Problems identified:
getting unable to connect to database error for a single customer
Actions taken:
troubleshooting underlying cause of issue
Estimated duration: 30 minutes.
Dec 5, 04:22 UTC
Identified - Starting December 05, 2018 04:13 GMT we are experiencing an incident: Kayako Classic On Demand is experiencing intermittent failures. This is affecting a single customer.
We are working on the resolution and expect to have it resolved within the next 30 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Dec 5, 04:16 UTC
Dec 4, 2018
Resolved - Outage has been resolved, outage duration was 0:05.
all services are up
Dec 4, 15:51 UTC
Identified - Starting December 04, 2018 15:45 GMT we are experiencing an incident: US Pod is unavailable. This is affecting restricted set of customers.
We are working on the resolution and expect to have it resolved within the next 30 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Dec 4, 15:48 UTC
Resolved - Outage has been resolved, outage duration was 3:34.
all services are up
Dec 4, 05:25 UTC
Update - Problems identified:
Customer is unable to access the domain
Actions taken:
Team is working on the issue from the database end.
Estimated duration: 30 minutes.
Dec 4, 04:58 UTC
Update - Problems identified:
Customer is unable to access the domain
Actions taken:
troubleshooting underlying cause of issue
Estimated duration: 30 minutes.
Dec 4, 04:27 UTC
Identified - Starting December 04, 2018 03:31 GMT we are experiencing an incident: Kayako Classic On Demand is unavailable. This is affecting all customers.
We are working on the resolution and expect to have it resolved within the next 30 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Dec 4, 04:18 UTC
Dec 3, 2018
Resolved - Outage has been resolved, outage duration was 1:45.
All services are up
Dec 3, 00:37 UTC
Update - Problems identified:
Infrastructure issue
Actions taken:
troubleshooting underlying cause of issue
Estimated duration: 30 minutes.
Dec 2, 22:50 UTC
Identified - Starting December 02, 2018 22:31 GMT we are experiencing an incident: Kayako Classic On Demand is unavailable. This is affecting restricted set of customers.
We are working on the resolution and expect to have it resolved within the next 30 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Dec 2, 22:35 UTC
Dec 1, 2018

No incidents reported.

Nov 30, 2018

No incidents reported.

Nov 29, 2018

No incidents reported.