Hightouch incident
Upstream AWS outage continuing to impact some Hightouch services intermittently
Hightouch experienced a minor incident on October 20, 2025 affecting AWS ap-south-1 (Mumbai) and Sources and 1 more component, lasting 12h 21m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 20, 2025, 02:26 PM UTC
Some Hightouch services are showing higher error rates and latency due to an upstream AWS outage in the us-east-1 region. Syncs from Databricks, Redshift and Snowflake instances in the us-east-1 region are more significantly impacted.
- investigating Oct 20, 2025, 02:26 PM UTC
We are continuing to investigate this issue.
- monitoring Oct 20, 2025, 04:48 PM UTC
As we continue to monitor, we can provide additional clarity on impact: - Hightouch Events: Reduced availability; events from SDKs may not be captured in us-east-1 - Functions: Experiencing disruptions in us-east-1 - Sources + Destinations: Warehouse and destinations are affected, with potential duplicate event delivery to some streaming destinations. We are actively working to restore full service and will continue to provide updates as the situation evolves.
- monitoring Oct 20, 2025, 09:59 PM UTC
Some Hightouch customers may be continuing to experience slow syncs or syncs that do not start on time. This is due to an upstream outage in the AWS us-east-1 region that is impacting Hightouch as well as some of our integration partners. Please do not attempt to cancel and restart syncs as this will disrupt your position in the queue. We will continue to update you as the situation progresses.
- monitoring Oct 20, 2025, 11:35 PM UTC
AWS has recently completed remediating the underlying outage. Hightouch and our integration partners are working to ensure a return to normal operations as quickly as possible. Please do not attempt to cancel or restart syncs at this time. We will update you again within two hours.
- monitoring Oct 21, 2025, 12:16 AM UTC
The sync pipeline has returned to normal as of 19:58 ET. We are continuing to monitor all services for health and stability. We are continuing to actively work to restore the Hightouch Events services. Event ingestion is fully recovered, but event delivery may be delayed until service is fully restored. We will provide updates as the situation evolves.
- resolved Oct 21, 2025, 02:47 AM UTC
Hightouch Events services have been restored. Events may not have been collected during periods of full AWS downtime, any collected events were processed. No data was dropped once it was collected by Hightouch. All Hightouch services now appear to be stable. If you have any questions or need assistance, please reach out to our support team.