Kayako Outage History

Kayako is up right now

Kayako had 5 outages in the last 2 years totaling 53h 30m of downtime — averaging 0.2 incidents per month.

There were 5 Kayako outages since November 15, 2024 totaling 53h 30m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.kayako.com

Major October 14, 2026

Delayed or failed reply sending on US instances

Detected by Pingoru
Oct 14, 2026, 02:30 AM UTC
Resolved
Oct 15, 2026, 02:02 AM UTC
Duration
23h 32m
Affected: US Pod
Timeline · 4 updates
  1. identified Oct 14, 2026, 02:30 AM UTC

    We’re aware that some customers hosted in our US region recently experienced intermittent failures when sending replies, updating conversations, and submitting Help Center requests, along with delays to email and other notifications. Our infrastructure team has mitigated the underlying issue and is working on a permanent fix. A small number of replies saved during this period may not have been delivered by email. Please check replies sent during the incident and resend any that your customer did not receive.

  2. monitoring Oct 14, 2026, 02:41 AM UTC

    Our infrastructure team has resolved the issue, and we don’t expect customers to experience further reply-sending failures. We’re closely monitoring the situation. Please contact Support through the usual channels if you continue to encounter problems.

  3. monitoring Oct 14, 2026, 03:11 PM UTC

    Reply sending on US instances has been working normally since 02:43 UTC on October 14, and we continue to monitor. Replies that failed to send during the incident are not retried automatically; please resend any reply marked as failed. If you still see send failures, contact Support through the usual channels.

  4. resolved Oct 15, 2026, 02:02 AM UTC

    No further occurrences of the issue have been observed since the fix was implemented over 24 hours ago. The issue is considered resolved, and we are closing this incident. If you experience any further issues, please contact Support through the usual channels.

Read the full incident report →

Minor June 2, 2026

Elevated response times for ticket creation and reply actions

Detected by Pingoru
Jun 02, 2026, 03:41 PM UTC
Resolved
Jun 02, 2026, 11:28 PM UTC
Duration
7h 46m
Affected: Help CenterAgent portal
Timeline · 4 updates
  1. investigating Jun 02, 2026, 03:41 PM UTC

    We are currently investigating reported slowness when creating or replying to tickets.

  2. investigating Jun 02, 2026, 03:43 PM UTC

    We are continuing to investigate this issue.

  3. monitoring Jun 02, 2026, 08:56 PM UTC

    The incident has been resolved, and we are monitoring the situation

  4. resolved Jun 02, 2026, 11:28 PM UTC

    The issue causing elevated response times for ticket creation and reply actions has been resolved. Our Infrastructure team has completed the necessary mitigation steps, and we are seeing response times return to expected levels. We will continue to monitor the platform to ensure stability. Thank you for your patience while we worked through this issue.

Read the full incident report →

Critical October 20, 2025

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

Detected by Pingoru
Oct 20, 2025, 08:08 AM UTC
Resolved
Oct 20, 2025, 11:16 PM UTC
Duration
15h 8m
Affected: Help CenterAgent portalEU PodUS Pod
Timeline · 2 updates
  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.

Read the full incident report →

Minor January 22, 2025

Slow performance and reply-merge issues

Detected by Pingoru
Jan 22, 2025, 07:05 PM UTC
Resolved
Jan 23, 2025, 01:17 AM UTC
Duration
6h 11m
Affected: Help CenterAgent portalEU PodUS Pod
Timeline · 5 updates
  1. 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.

  2. investigating Jan 22, 2025, 07:05 PM UTC

    We are continuing to investigate this issue.

  3. 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.

  4. 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.

  5. resolved Jan 23, 2025, 01:17 AM UTC

    The issue has been resolved.

Read the full incident report →

Major November 15, 2024

Triggers page is currently failing to load

Detected by Pingoru
Nov 15, 2024, 10:36 AM UTC
Resolved
Nov 15, 2024, 11:27 AM UTC
Duration
50m
Affected: Agent portalEU PodUS Pod
Timeline · 4 updates
  1. investigating Nov 15, 2024, 10:36 AM UTC

    We have been made aware of an issue where the Triggers page is not loading as expected. We are presently investigating this and will get back to you as soon as we have more information to share.

  2. investigating Nov 15, 2024, 10:38 AM UTC

    We are continuing to investigate this issue.

  3. identified Nov 15, 2024, 11:10 AM UTC

    We have identified the root cause of this issue and are currently rolling a fix to all affected customers.

  4. resolved Nov 15, 2024, 11:27 AM UTC

    A fix has been rolled out to all customers and the issue should no longer persist. If you still face any problems, please let us know so that we may assist you further.

Read the full incident report →