KeyStone Solutions incident
Email And Chat - Ticketing System Down
KeyStone Solutions experienced a major incident on May 13, 2026, lasting 1h 36m. The incident has been resolved; the full update timeline is below.
Update timeline
- identified May 13, 2026, 12:03 PM UTC
Our core Ticketing and email/chat processing systems encountered a critical issue last night around 9PM EDT. We are currently operating out of backup systems. All other systems are operational, and we are able to service any need as usual, if slightly delayed. Some overnight alerts did not create tickets on our side. We are processing those manually to identify any logging gaps. .
- monitoring May 13, 2026, 12:40 PM UTC
The Platform team has resolved the core issue. It looks like we are back to 100% Continuing to monitor and test. If you have any issues, please be sure to reach out to our service desk. 423.464.6424 or [email protected].
- resolved May 13, 2026, 01:40 PM UTC
This incident has been resolved..