Kayako experienced a minor incident on January 22, 2025 affecting Help Center and Agent portal and 1 more component, lasting 6h 11m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jan 22, 2025, 07:05 PM UTC
We have been made aware of an issue related to Slow performance on some specific Kayako Instances. We are currently investigating this and will get back to you as soon as we have more information to share.
- investigating Jan 22, 2025, 07:05 PM UTC
We are continuing to investigate this issue.
- identified Jan 22, 2025, 07:50 PM UTC
We have identified a probable root cause of the issue affecting the performance on some specific Kayako instances. Our team is actively working on resolving it to restore optimal functionality as quickly as possible. Thank you for your patience and understanding. We will provide further updates as soon as more information becomes available.
- monitoring Jan 22, 2025, 09:20 PM UTC
We believe the issue is currently resolved, but we are still actively monitoring the servers. The customers are advised to check their instances and confirm that they are fully operational.
- resolved Jan 23, 2025, 01:17 AM UTC
The issue has been resolved.