InStride incident
Support Ticketing & Chat Service Disruption (External Cloud Outage)
InStride experienced a minor incident on October 20, 2025 affecting Vendor - AWS and InStride Platform and 1 more component, lasting 19h 30m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- monitoring Oct 20, 2025, 05:36 PM UTC
IMPACTED SERVICES: Inbound support tickets, live chat support CAUSES: We are currently experiencing a disruption caused by an external third-party cloud infrastructure provider (Amazon Web Services) and the impact is outside our immediate infrastructure. WHAT'S BEING DONE: - Our engineering & operations teams are monitoring the cloud provider’s status and coordinating for updates. - Regular status updates will be provided here every 30 minutes (or as new information becomes available). As soon as systems are operational again we will suggest that you re-submit your support inquiry CUSTOMER IMPACT & GUIDANCE: - You may experience delays in submitting or receiving responses from our support team.
- monitoring Oct 20, 2025, 05:46 PM UTC
IMPACTED SERVICES: Inbound support tickets, live chat support CAUSES: We are currently experiencing a disruption caused by an external third-party cloud infrastructure provider (Amazon Web Services) and the impact is outside our immediate infrastructure. WHAT'S BEING DONE: - Our engineering & operations teams are monitoring the cloud provider’s status and coordinating for updates. - Regular status updates will be provided here every 30 minutes (or as new information becomes available). As soon as systems are operational again we will suggest that you re-submit your support inquiry CUSTOMER IMPACT & GUIDANCE: - You may experience delays in submitting or receiving responses from our support team.
- monitoring Oct 20, 2025, 05:54 PM UTC
IMPACTED SERVICES: Inbound support tickets, live chat support CAUSES: We are currently experiencing a disruption caused by an external third-party cloud infrastructure provider (Amazon Web Services) and the impact is outside our immediate infrastructure. WHAT'S BEING DONE: - Our engineering & operations teams are monitoring the cloud provider’s status and coordinating for updates. - Regular status updates will be provided here every 30 minutes (or as new information becomes available). As soon as systems are operational again we will suggest that you re-submit your support inquiry CUSTOMER IMPACT & GUIDANCE: - You may experience delays in submitting or receiving responses from our support team.
- monitoring Oct 20, 2025, 10:13 PM UTC
We are beginning to see signs of overall recovery from our ticketing and chat providers. We're closely monitoring until they come back into full service.
- resolved Oct 21, 2025, 01:06 PM UTC
We have confirmed that the issue caused by our third-party providers has been fully resolved. All systems and services are now fully operational and functioning as expected. We will continue to monitor for stability, but no further impact is expected at this time. Thank you for your patience and understanding.