Avochato Outage History

Started Sep 01, 2026, 06:30 PM UTC· resolved Sep 01, 2026, 06:30 PM UTC

1. resolved Sep 01, 2026, 06:52 PM UTC

   Phone carriers saw seeing elevated 502 errors when sending a message, which can appear in Avochato with the error: "Unable to create record Server error (502)." Our team has escalated this issue and it is now resolved: https://status.twilio.com

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Started Sep 01, 2026, 06:16 PM UTC· resolved Sep 01, 2026, 06:55 PM UTC

1. identified Sep 01, 2026, 06:16 PM UTC

   Phone carriers are seeing elevated 502 errors when sending a message, which can appear in Avochato with the error: "Unable to create record Server error (502)." Our team has escalated this issue to monitor for a resolution timeline. For example, https://status.twilio.com is showing connectivity issues for SMS and MMS.

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Started Sep 01, 2026, 04:22 PM UTC· resolved Sep 01, 2026, 04:27 PM UTC

1. investigating Sep 01, 2026, 04:22 PM UTC

   Avochato is currently investigating an issue where some users may be experiencing an issue logging in.

2. resolved Sep 01, 2026, 04:27 PM UTC

   This incident has been resolved

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Started Oct 20, 2025, 03:15 PM UTC· resolved Oct 22, 2025, 09:19 PM UTC

1. identified Oct 20, 2025, 06:15 PM UTC

   Amazon Web Services reported outages globally this morning which may impact services Avochato relies on for text messages and other services. Our team will be monitoring the status and providing updates here. https://health.aws.amazon.com/health/status https://www.cnn.com/business/live-news/amazon-tech-outage-10-20-25-intl

2. monitoring Oct 20, 2025, 11:42 PM UTC

   Amazon shared systems are recovered from the outage. Avochato is monitoring.

3. resolved Oct 22, 2025, 09:19 PM UTC

   This incident has been resolved.

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Started Jun 09, 2025, 04:18 PM UTC· resolved Jun 16, 2025, 03:15 PM UTC

1. investigating Jun 09, 2025, 04:18 PM UTC

   Periodic latency has been observed starting at 8am PST. This may lead to longer than expected load times in inboxes across different organizations. Our team has been investigating the root cause with Amazon Web Services and will report back with findings.

2. investigating Jun 09, 2025, 05:11 PM UTC

   The team is continuing to investigate this issue while working on options with Amazon Web Services. In the meantime, we recommend not refreshing an inbox. Once the inbox is loaded, messages will be received instantly and can be responded to in real-time. Refreshing the inbox may lead to longer delays.

3. monitoring Jun 10, 2025, 03:05 PM UTC

   Our service provider Amazon Web Services has not yet identified the root of the issues on Friday. However, the Avochato team is continuing with the investigation while having performed several actions to remediate the latency issues. As of 10:55am PST on Monday June 9, latency improved for those organizations experiencing issues when refreshing inboxes. Avochato's team switched to new server instances on Monday, and will continue Tuesday with a rollout of a permanent solution.

4. investigating Jun 16, 2025, 01:42 PM UTC

   Latency in the product has been observed today. This may lead to longer than expected load times in inboxes across different organizations.

5. monitoring Jun 18, 2025, 04:49 PM UTC

   Avochato is monitoring the latency improvements as of Monday 8am PST.

6. resolved Jun 26, 2025, 10:10 PM UTC

   This incident has been resolved.

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Started Apr 25, 2025, 04:00 PM UTC· resolved Apr 25, 2025, 07:33 PM UTC

1. investigating Apr 25, 2025, 05:02 PM UTC

   Avochato is investigating an issue with the AWS cloud provider, which may lead to latency on inbox loading. Please stay tuned for updates as the team resolves this issue asap.

2. investigating Apr 25, 2025, 05:32 PM UTC

   Currently seeing improvements to load speeds, however the team is continuing to monitor and work with our cloud provider as the impacted servers may still be impacting certain organizations and inboxes.

3. monitoring Apr 25, 2025, 06:21 PM UTC

   Avochato is now monitoring the improvements across impacted inboxes with latency issues, which began 9:30am and resolved by 10:40am PT. Cloud provider resources are still under investigation but all impacted customers should now see normal inbox load times.

4. resolved Apr 25, 2025, 07:33 PM UTC

   The issue was resolved at 10:40am PT. Avochato continues to monitor and investigate the root case for the latency.

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Started Oct 24, 2024, 11:45 AM UTC· resolved Oct 24, 2024, 10:19 PM UTC

1. identified Oct 24, 2024, 06:15 PM UTC

   We are working on an issue with importing, saving, and creating new contacts in inboxes that use custom fields, as well as creating new fields in your inbox. As a temporary workaround, removing custom field columns from CSV uploads and/or API requests will resolve the issue. App load times may be slower than usual while we resolve the underlying issue.

2. monitoring Oct 24, 2024, 09:09 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Oct 24, 2024, 10:19 PM UTC

   This incident has been resolved.

4. postmortem Oct 24, 2024, 11:11 PM UTC

   ## What Happened An underlying database table hit a primary key limit that had not properly been migrated to 8 bytes. Today, we hit the limit on the maximum primary key for that table. This resulted in inboxes using Custom Fields feature see intermittent failures with various features that tried to update the value of custom fields on their contacts. This included creating contacts via API, uploading contacts to broadcast audience lists, editing contacts in the app, and handling answers to survey questions if the surveys stored data on custom fields. Inboxes that did not use the Custom Fields feature were not impacted. Sending messages with $custom\_field embeded in the message were not impacted. Contact uploads for that did not include custom field column names were not impacted even if they had custom fields, and should have finished accordingly. ## Resolution We have fully migrated the impacted table to use the correct primary key size limit and existing uploads continued as usual and reindex the results. We were able to do this without much disruption, though load times for inboxes with many contacts with custom fields may have been slower than usual during the day. Contact uploads that failed were retried after our database migration completed, so if you had a broadcast audience upload that failed, please double check your audience, as it should have all the contacts \(and their custom fields\) accounted for. Impacted surveys will have properly continued down their execution path. ## Next Steps All our new tables for the past few years already use 8 bytes to represent primary keys where appropriate. However, we plan on migrating all existing integer primary keys to use 8 bytes to avoid this issue in the future for any other tables. Thanks for your patience and trusting Avochato with your contact data, Christopher

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