Kayako incident

AWS Degraded – Multiple Services in US-East-1 Region

Critical Resolved View vendor source →

Kayako experienced a critical incident on October 20, 2025 affecting Help Center and Agent portal and 1 more component, lasting 15h 8m. The incident has been resolved; the full update timeline is below.

Started
Oct 20, 2025, 08:08 AM UTC
Resolved
Oct 20, 2025, 11:16 PM UTC
Duration
15h 8m
Detected by Pingoru
Oct 20, 2025, 08:08 AM UTC

Affected components

Help CenterAgent portalEU PodUS Pod

Update timeline

  1. identified Oct 20, 2025, 08:08 AM UTC

    AWS has confirmed “increased error rates and latencies for multiple AWS Services in the US-EAST-1 Region” with a severity labelled “Degraded”. This affects Kayako instances and you may experience issues loading your Help Centers or interacting with the Help Center.

  2. resolved Oct 20, 2025, 11:16 PM UTC

    AWS has confirmed that the outage in the US-EAST-1 region has now been resolved, and all services are operational.