Kayako Service Disruption – Platform-Wide API and UI Failures
Monitoring - A fix has been implemented and we are monitoring the results.
Oct 27, 2026 - 22:45 UTC
Investigating - We are currently experiencing a platform-wide issue affecting Kayako services, resulting in failed API requests and disrupted functionality across multiple brands; our team is actively investigating the root cause.
Oct 27, 2026 - 21:47 UTC
Uptime over the past 90 days. View historical uptime.
Help Center Operational
Agent portal Operational
EU Pod Operational
US Pod Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.

No incidents or maintenance related to this downtime.

Oct 28, 2026

No incidents reported today.

Oct 27, 2026

Unresolved incident: Kayako Service Disruption – Platform-Wide API and UI Failures.

Oct 26, 2026

No incidents reported.

Oct 25, 2026

No incidents reported.

Oct 24, 2026

Scheduled Database Maintenance – Saturday 24 October 2026
Completed - The scheduled maintenance has been completed.
Oct 24, 21:00 UTC
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 24, 16:00 UTC
Scheduled - We will perform scheduled security maintenance on the databases that support Kayako on Saturday 24 October 2026, between 16:00 and 21:00 UTC (11:00–16:00 US Central / 17:00–22:00 UK).

During this window, Kayako may be unavailable for short periods, each up to about 15 minutes, while the databases restart. The service will reconnect automatically and no action is needed on your side.
Oct 15, 13:42 UTC

Oct 23, 2026

No incidents reported.

Oct 22, 2026

No incidents reported.

Oct 21, 2026

No incidents reported.

Oct 20, 2026

No incidents reported.

Oct 19, 2026

No incidents reported.

Oct 18, 2026

Scheduled Database Maintenance – Sunday 18 October 2026
Completed - The scheduled maintenance has been completed.
Oct 18, 07:00 UTC
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 18, 03:00 UTC
Scheduled - We will perform scheduled security maintenance on the databases that support Kayako on Sunday 18 October 2026, between 03:00 and 07:00 UTC (Saturday 17 October 22:00 – Sunday 02:00 US Central).

During this window, Kayako may be unavailable for a few minutes while the databases restart. The service will reconnect automatically and no action is needed on your side.
Oct 15, 13:16 UTC

Oct 17, 2026

No incidents reported.

Oct 16, 2026

No incidents reported.

Oct 15, 2026

Delayed or failed reply sending on US instances
Resolved - No further occurrences of the issue have been observed since the fix was implemented over 24 hours ago. The issue is considered resolved, and we are closing this incident.

If you experience any further issues, please contact Support through the usual channels.
Oct 15, 02:02 UTC
Update - Reply sending on US instances has been working normally since 02:43 UTC on October 14, and we continue to monitor. Replies that failed to send during the incident are not retried automatically; please resend any reply marked as failed. If you still see send failures, contact Support through the usual channels.
Oct 14, 15:11 UTC
Monitoring - Our infrastructure team has resolved the issue, and we don’t expect customers to experience further reply-sending failures. We’re closely monitoring the situation.

Please contact Support through the usual channels if you continue to encounter problems.
Oct 14, 02:41 UTC
Identified - We’re aware that some customers hosted in our US region recently experienced intermittent failures when sending replies, updating conversations, and submitting Help Center requests, along with delays to email and other notifications.

Our infrastructure team has mitigated the underlying issue and is working on a permanent fix.

A small number of replies saved during this period may not have been delivered by email. Please check replies sent during the incident and resend any that your customer did not receive.
Oct 14, 02:30 UTC

Oct 14, 2026

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