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 at Kayako support page.

US Pod   Operational
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
Maintenance Window for TNK customers Jan 12, 03:00-05:00 UTC
On the date, January 12, 2019, 0300 GMT, Linux Docker Host will undergo scheduled maintenance. The New Kayako customers will face a downtime of a few minutes. The maintenance window is as follows:

Scheduled Start Date: January 12, 2019, 0300 GMT
Scheduled End Date: January 12, 2019, 0500 GMT

Parallel, Upgrade ENA driver and Kernel of DL1 / DL4 is also scheduled. The maintenance window is as follows:

Scheduled Start Date: January 12, 2019, 0300 GMT
Scheduled End Date: January 12, 2019, 0500 GMT

Expected downtime duration for both windows: 10-15 minutes
Posted on Jan 11, 17:03 UTC
Kayako Classic On Demand Maintenance Window - KAYAKOC-7076 Jan 12, 03:00-05:00 UTC
On the date, January 12, 2019, 0300 GMT, Kayako Classic On Demand will undergo scheduled maintenance. The maintenance window is as follows:
Scheduled Start Date: January 12, 2019, 0300 GMT
Scheduled End Date: January 12, 2019, 0500 GMT

What is being addressed: On the date, January 12, 2019, 0300 GMT, Linux Docker Host will undergo scheduled maintenance.

The maintenance window is as follows:
Scheduled Start Date: January 12, 2019, 0300 GMT
Scheduled End Date: January 12, 2019, 0500 GMT

What is being addressed: Upgrade ENA driver and Kernel of DL1 and DL4

Expected downtime duration: 10-15 minutes
Posted on Jan 11, 14:44 UTC
System Metrics Month Week Day
Apdex
Fetching
Response Time
Fetching
Error Rate
Fetching
Past Incidents
Jan 20, 2019

No incidents reported today.

Jan 19, 2019
Kayako Classic On Demand is unavailable - KAYAKOC-7171
Resolved - Outage has been resolved, outage duration was 0:07(Hours:Minutes).
all services are up
Jan 19, 00:40 UTC
Identified - Starting January 19, 2019 00:32 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 10 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Jan 19, 00:34 UTC
Jan 18, 2019

No incidents reported.

Jan 17, 2019

No incidents reported.

Jan 16, 2019
US Pod is experiencing intermittent failures - Intermittent failures when login to agent sites - KAYAKO-13608
Resolved - Outage has been resolved, outage duration was 0:29(Hours:Minutes).
System performance is back to normal
Jan 16, 11:33 UTC
Identified - Starting January 16, 2019 11:00 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 60 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Jan 16, 11:02 UTC
Kayako Classic On Demand is experiencing intermittent failures - Services impacted again due the high number of connections in Aurora-1 - KAYAKOC-7134
Resolved - Outage has been resolved, outage duration was 0:03(Hours:Minutes).
system performance is back to normal
Jan 16, 10:02 UTC
Identified - Starting January 16, 2019 09:10 GMT we are experiencing an incident: Kayako Classic On Demand is experiencing intermittent failures. This is affecting all customers.
We are working on the resolution and expect to have it resolved within the next 10 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Jan 16, 10:02 UTC
Kayako Classic On Demand is experiencing intermittent failures - Services impacted as Aurora-1 rebooted again - KAYAKOC-7133
Resolved - Outage has been resolved, outage duration was 0:05(Hours:Minutes).
system performance is back to normal
Jan 16, 07:35 UTC
Identified - Starting January 16, 2019 07:33 GMT we are experiencing an incident: Kayako Classic On Demand is experiencing intermittent failures. This is affecting all customers.
We are working on the resolution and expect to have it resolved within the next 10 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Jan 16, 07:34 UTC
Jan 15, 2019
Kayako Classic On Demand is unavailable - KAYAKOC-7121
Resolved - Outage has been resolved, outage duration was 0:12(Hours:Minutes).
system performance is back to normal
Jan 15, 18:24 UTC
Identified - Starting January 15, 2019 18:12 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.
Jan 15, 18:13 UTC
Kayako Classic On Demand is experiencing intermittent failures - Service was impacted as Aurora 1 got rebooted - KAYAKOC-7118
Resolved - Outage has been resolved, outage duration was 0:16(Hours:Minutes).
system performance is back to normal
Jan 15, 13:21 UTC
Identified - Starting January 15, 2019 12:30 GMT we are experiencing an incident: Kayako Classic On Demand is experiencing intermittent failures. This is affecting all customers.
We are working on the resolution and expect to have it resolved within the next 10 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Jan 15, 13:20 UTC
Jan 14, 2019

No incidents reported.

Jan 13, 2019

No incidents reported.

Jan 12, 2019
US Pod Maintenance Window - KAYAKO-13576
Completed - The scheduled maintenance has been completed.
Jan 12, 03:11 UTC
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 12, 03:01 UTC
Scheduled - On date January 12, 2019 03:00 GMT, US Pod will undergo scheduled maintenance. The maintenance window is as follows:
Scheduled Start Date: January 12, 2019 03:00 GMT
Scheduled End Date: January 12, 2019 03:10 GMT

What is being addressed: Inbound email and Support.kayako.com databases will undergo a scheduled Maintenance Window on date January 11, 2019 22:00 EST.

The maintenance window is as follows:
Scheduled Start Date: January 11, 2019 22:00 EST
Scheduled End Date: January 12, 2019 00:00 EST

What is being addressed: AWS will apply a custom patch to collect diagnosis data in case of instance freeze.

Downtime expected is from 5 to 10 minutes.
Jan 11, 16:37 UTC
Kayako Classic On Demand is unavailable - my.kayako.com throws HTTP 500 error - KAYAKOC-7093
Resolved - Outage has been resolved, outage duration was 0:17(Hours:Minutes).
The issue is fixed and the site is accessible
Jan 12, 02:26 UTC
Identified - Starting January 12, 2019 02:05 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.
Jan 12, 02:08 UTC
Jan 11, 2019
Kayako Classic On Demand is unavailable - Aurora-1 was rebooted and impacted Kayako Classic - KAYAKOC-7086
Resolved - Outage has been resolved, outage duration was 0:04(Hours:Minutes).
Aurora-1 is up and outage is over. More details will be provided in RCA
Jan 11, 16:43 UTC
Identified - Starting January 11, 2019 16:36 GMT we are experiencing an incident: Kayako Classic On Demand is unavailable. 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.
Jan 11, 16:42 UTC
Kayako Classic On Demand performance degraded - Instability for Customers due to Aurora-1 slowness - KAYAKOC-7085
Resolved - Outage has been resolved, outage duration was 0:01(Hours:Minutes).
Services are working fine.
Jan 11, 15:30 UTC
Identified - Starting January 11, 2019 15:16 GMT we are experiencing an incident: Kayako Classic On Demand performance degraded. 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.
Jan 11, 15:27 UTC
US Pod is experiencing intermittent failures - Some TNK domains are throwing an error 'Version Not Found' - KAYAKO-13573
Resolved - Outage has been resolved, outage duration was 0:32(Hours:Minutes).
fix has been installed
Jan 11, 11:15 UTC
Identified - Starting January 11, 2019 10:35 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 32 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Jan 11, 11:15 UTC
Kayako Classic On Demand performance degraded - KC Priority client experienced slowness due to an issue with central database - KAYAKOC-7073
Resolved - Outage has been resolved, outage duration was 0:25(Hours:Minutes).
system performance is back to normal
Jan 11, 09:33 UTC
Identified - Starting January 11, 2019 08:50 GMT we are experiencing an incident: Kayako Classic On Demand performance degraded. This is affecting restricted set of customers.
We are working on the resolution and expect to have it resolved within the next 15 minutes.

We will provide an update every 30m or as soon as incident is resolved.
Jan 11, 09:32 UTC
Jan 10, 2019

No incidents reported.

Jan 9, 2019
US Pod is experiencing intermittent failures - TNK domains are throwing an error 'Version Not Found' again. - KAYAKO-13497
Resolved - Outage has been resolved, outage duration was 0:50(Hours:Minutes).
fix has been installed
Jan 9, 07:24 UTC
Update - Problems identified:
TNK domains are throwing an error 'Version Not Found' again
Actions taken:
Team have made some changes from the backend for a fix, waiting for customer's confirmation.

Estimated duration: 30 minutes.
Jan 9, 07:19 UTC
Update - Problems identified:
TNK domains are throwing an error 'Version Not Found' again
Actions taken:
troubleshooting underlying cause of issue

Estimated duration: 30 minutes.
Jan 9, 06:49 UTC
Identified - Starting January 09, 2019 06:41 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.
Jan 9, 06:44 UTC
US Pod is experiencing intermittent failures - TNK domains are throwing an error Version Not Found - KAYAKO-13496
Resolved - Outage has been resolved, outage duration was 0:11(Hours:Minutes).
all services are up
Jan 9, 02:45 UTC
Update - Problems identified:
TNK domains are throwing an error Version Not Found
Actions taken:
troubleshooting underlying cause of issue
Estimated duration: 30 minutes.
Jan 9, 02:37 UTC
Identified - Starting January 09, 2019 02:19 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.
Jan 9, 02:21 UTC
Jan 8, 2019
Kayako Classic On Demand is unavailable - Site is not accessible - KAYAKOC-7034
Resolved - Outage has been resolved, outage duration was 0:09(Hours:Minutes).
all services are up
Jan 8, 21:09 UTC
Identified - Starting January 08, 2019 20:58 GMT we are experiencing an incident: Kayako Classic On Demand is unavailable. This is affecting 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.
Jan 8, 21:04 UTC
Kayako Classic On Demand is experiencing intermittent failures - KAYAKOC-7028
Resolved - Outage has been resolved, outage duration was 0:10(Hours:Minutes).
Aurora-5 is back up and outage is over.
Jan 8, 15:28 UTC
Identified - Starting January 08, 2019 15:25 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.
Jan 8, 15:27 UTC
Jan 7, 2019
Kayako Classic On Demand is unavailable - Kayako Classic instances reporting error 502 - KAYAKOC-7010
Resolved - Outage has been resolved, outage duration was 0:04(Hours:Minutes).
Instances are up now, outage is over.
Jan 7, 16:44 UTC
Identified - Starting January 07, 2019 16:35 GMT we are experiencing an incident: Kayako Classic On Demand is unavailable. 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.
Jan 7, 16:37 UTC
Jan 6, 2019

No incidents reported.

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