Between 17:23 and 18:55 UTC on October 28, Kayako help centers and the agent portal were unavailable for some customers. Pages returned an error stating that the instance did not exist or was experiencing temporary problems. Help centers were affected from 17:23 UTC and the agent portal from 18:20 UTC. Service was fully restored at 18:55 UTC. No data was lost. We are completing additional work to prevent a recurrence.