Kaltura incident
Customer Care Portal - Ticket Creation (Kaltura-Facing)
Kaltura experienced a minor incident on May 4, 2026 affecting Documentation and Customer Care Platforms, lasting 1d 23h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 04, 2026, 08:22 PM UTC
We are currently investigating an issue with support ticket flow internal to Kaltura, after ticket creation in the Customer Care portal. Ticket flow and responses may have degraded performance, our engineers are investigating the issue. If you need immediate assistance, live support chat in the portal and support hotlines are working as normal. We apologize for the inconvenience as we investigate and remediate this issue.
- identified May 04, 2026, 09:26 PM UTC
We are currently remediating an issue with support ticket flow internal to Kaltura, after ticket creation in the Customer Care portal. Ticket flow and responses may have degraded performance, our engineers are actively working on the issue. If you need immediate assistance, live support chat in the portal and support hotlines are working as normal. We apologize for the inconvenience as continue work this issue.
- monitoring May 05, 2026, 01:01 PM UTC
The issue with incoming tickets was resolved at approximately 5:50pm ET on May 4th. We have been continuing to make adjustments to tickets that came in during a specific time window yesterday that did not have the correct configurations. We will continue to monitor the situation throughout the day, but there should be no further issues. Thank you for your patience and collaboration with us.
- resolved May 06, 2026, 08:22 PM UTC
This incident has been resolved.