Khoros experienced a major incident on July 8, 2026 affecting EU Hosted Care, lasting 1d 8h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 08, 2026, 05:45 PM UTC
We are investigating intermittent delays affecting some Khoros Care customers, where new contacts may take longer than usual to appear in queues, queue counts may display inaccurately, and agent actions such as assigning cases or posting responses may be slow. Message ingestion is not affected and no data is lost — these issues impact visibility and agent workflow only. Our team is actively working to resolve this and will share updates as they become available.
- identified Jul 08, 2026, 07:46 PM UTC
We have identified the cause of the current issue and are applying immediate fixes to reduce the impact. Additional permanent fixes will be implemented over the weekend to fully resolve the problem. We will continue to share updates as they become available.
- monitoring Jul 09, 2026, 12:11 PM UTC
We have applied infrastructure fixes overnight during a low-traffic window. Since this morning, performance metrics for EU Care have returned to normal and remained stable through peak hours. We are actively monitoring throughout the day to confirm stability. Additional preventive maintenance is scheduled for the coming weekend during off-peak hours.
- resolved Jul 10, 2026, 02:43 AM UTC
We have observed no further performance issues. This issue is now resolved.