Braze experienced a critical incident on January 28, 2025 affecting Braze Support Services, lasting 37m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jan 28, 2025, 01:31 PM UTC
We are currently experiencing difficulties with case submissions to the Braze Support team via the webform and Support Portal. Our team is actively investigating the issue and hopes to resolve it shortly. In the meantime, please direct any inquiries to [email protected].
- monitoring Jan 28, 2025, 01:48 PM UTC
We have identified and resolved the issue affecting our systems. The incident occurred from 11:15 UTC to 13:25 UTC, during which the following services were impacted: -Support Portal: Customers were unable to raise support cases via the Support Portal. -Webform: If you submitted a case through the webform during the incident window, please resubmit your request. -Email: For those who contacted us via email at [email protected] during the incident, no action is required on your part. We received your inquiries and will respond as usual.
- resolved Jan 28, 2025, 02:08 PM UTC
All Braze Support services are now operating as normal. This incident is now resolved.