All Systems Operational

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 by email support@kayako.com or Twitter @Kayako.

US Pod   Operational
90 days ago
99.93 % uptime
Today
EU Pod   Operational
90 days ago
99.93 % uptime
Today
Kayako Classic On Demand   ? Operational
Website   Operational
Blog   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
Kayako will be performing scheduled server maintenance for TNK customers (of EU Pod) on Sunday, Nov 18, 2018, at 0230 UTC. During this three hours maintenance window, customers will experience service interruption. Here we are aiming to provide a 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 Nov 13, 21:24 UTC
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Past Incidents
Nov 15, 2018

No incidents reported today.

Nov 14, 2018

No incidents reported.

Nov 13, 2018

No incidents reported.

Nov 12, 2018
Completed - The scheduled mainteneance has been completed successfully.
Nov 12, 07:03 UTC
In progress - The scheduled database is currently in progress.
Nov 12, 02:14 UTC
Scheduled - Kayako will be performing scheduled database maintenance for Kayako Classic OnDemand customers (of Pod 54 & 55) on coming Monday, Nov 12, 2018, at 0200 UTC. During this four hours maintenance window, customers will experience service interruption of 30-45 minutes (approx). However, It may take longer depending upon the database size. We are aiming to consolidate RDS (MySQL databases) as it’s a part of new infrastructure with higher potential and stability.

You can reach us at support.kayako.com for further queries. We will provide updates as necessary!
Nov 9, 18:00 UTC
Nov 11, 2018

No incidents reported.

Nov 10, 2018

No incidents reported.

Nov 9, 2018
Resolved - The issue has been resolved and all Kayako Classic domains are up.
Nov 9, 23:43 UTC
Identified - We are experiencing sudden performance spike in various containers. The infrastructure team is actively working to fix it. We will keep you posted on it.
Nov 9, 23:10 UTC
Resolved - The incident was caused by unplanned exceptional API load on our servers, which is sorted out right now by relaying the offensive processes using separate means. The outgoing emails, as well as automations and reports should not be delayed or duplicate by now. Thank you for your patience and kind cooperation!
Nov 9, 08:25 UTC
Update - The Kayako customers might experience slight delays with email sending, monitors, triggers running and custom reports generating within the next 4-5 hours, after that we are looking forward to having all the services back to norm.
Nov 8, 18:24 UTC
Monitoring - We have identified the issue that was impacting the delivery of outgoing emails from Kayako. The fix has been deployed on production and pending dropped emails are now getting delivered in the batches. However, it will take some time to clear the backlog of the queued emails like the next 10-12 hours.

The new agent replies/updates being sent out will be queued and you might see some delay in delivery.

We are monitoring the progress and will provide updates as necessary.
Nov 6, 18:24 UTC
Identified - Over the last couple of weeks, we noticed the silent email drops (intermittently) and Kayako is just showing sent status for the replies instead of delivered or so.

The engineering team has identified the issue and almost done with the development part to push a fix. Now they are coordinating with the QA team and listing all the possible test cases to evaluate all the aspects.

You can reach us at support.kayako.com for further queries. We will provide more updates!
Nov 5, 21:46 UTC
Nov 7, 2018

No incidents reported.

Nov 6, 2018
Resolved - Our infrastructure team has resolved the problem. All services are back to normal and your Kayako should be accessible now. We are still monitoring the situation for the next 24 hours.

If you are still facing this problem, please create a conversation with us from https://support.kayako.com.

Thanks you for your cooperation.
Nov 6, 15:43 UTC
Identified - Starting November 06, 2018 14:38 GMT we are experiencing an incident: Linux Docker Host 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.
Nov 6, 14:51 UTC
Nov 5, 2018
Completed - The scheduled database maintenance has been successfully completed. All Kayako subscriptions are accessible now!
Nov 5, 04:34 UTC
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 5, 02:00 UTC
Scheduled - Kayako will be performing scheduled database maintenance for Kayako Classic OnDemand customers (of Pod 57) on coming Monday, Nov 5, 2018, at 0200 UTC. During this four hours maintenance window, customers will experience service interruption of 20-30 minutes (approx). However, It may take longer depending upon the database size. We are aiming to consolidate RDS (MySQL databases) as it’s a part of new infrastructure with higher potential and stability.

You can reach us at support.kayako.com for further queries. We will provide updates as necessary!
Nov 2, 20:38 UTC
Nov 4, 2018

No incidents reported.

Nov 3, 2018

No incidents reported.

Nov 2, 2018

No incidents reported.

Nov 1, 2018

No incidents reported.