Is Kustomer down?

Kustomer has identified an event affecting Kustomer Voice across all PRODS that may cause issues when attempting to make outbound calls. Our team is currently working to implement a resolution. Please expect further updates within the next 30 minutes.

Kustomer has implemented an update to address an event affecting Kustomer Voice across all PRODs. Our team is currently monitoring this update to ensure the issue is fully resolved. In order to fully resolve the issue on your end please have all agents refresh their Kustomer Instance.

Kustomer has resolved an event affecting Kustomer Voice across all PRODs. To resolve this issue, our team has rolled back an update. After careful monitoring, our team has determined that all affected areas are now fully restored. Please reach out to Kustomer support at [email protected] if you have additional questions or concerns.

Kustomer is aware of an event affecting links and content utilising the default kustomer.help domain (not custom client domains) — including Help Center URLs and CSAT surveys — that may cause visibility issues. Our team is currently working to identify the cause of this issue in an effort to implement a resolution. Please expect additional updates within the next 30 minutes, please reach out to Kustomer Support at [email protected] for any further questions or updates.

We are continuing to investigate this issue.

Kustomer has resolved an event affecting links and content utilising the default kustomer.help domain (not custom client domains) that caused visibility issues. After careful monitoring, our team has determined that all affected areas are now fully restored. Please reach out to Kustomer Support at [email protected] if you have additional questions or concerns.

# **Summary** On September 7–8, 2026, some customers were unable to access Knowledge Base pages and related survey links hosted on the default `*.kustomer.help` domain. Customers using the default Knowledge Base domain in the prod1 environment encountered browser certificate warnings that prevented access to Knowledge Base content. Related links using the same domain, including some survey links, were also affected. Customers using custom Knowledge Base domains and shared Knowledge Base domains in other production environments were not affected. # **Root Cause** A security certificate used by the shared Knowledge Base domain expired before its renewal validation was completed. This caused browsers to reject connections to links served through that domain, while the underlying Knowledge Base service remained available. # **Timeline** **Sep 7, 2026** **8:00 PM ET**: Kustomer’s default Knowledge Base Domain certificate expired. At this time, customers may have begun encountering certificate warnings when accessing Knowledge Base content. ‌ **Sep 8, 2026** **8:37 AM ET** Kustomer receives reports of certificate warnings for default Knowledge Base Domain content and related links **8:38 AM ET** Kustomer Engineering is notified and begins our On-Call Incident Management process **9:00 AM ET** Kustomer Engineering identifies the shared-domain certificate issue and begins remediation steps **9:24 AM ET** Kustomer Engineering completes remediation steps **9:37 AM ET** Kustomer’s certificate provider acknowledges the remediation steps were complete and provisions a new certificate for the default Knowledge Base domain, restoring service # **Lessons/Improvements** Kustomer Engineering has a dedicated Infrastructure team that continuously works to maintain and improve Kustomer’s availability, reliability, fault tolerance. As part of our continual investment in these areas, we have identified the following action items related to this issue: * Move the shared-domain certificate to an automated renewal approach. * Add proactive monitoring and alerting for certificate expiration across shared customer-facing domains. * Review other certificates using the same renewal approach and prioritize any needed updates. * Document recovery procedures and ownership for certificate renewal activities.

Kustomer is aware of an event reported by one of our third party vendors (PubNub) affecting real-time messaging for orgs in Prod1 that may cause chat messages, agent notifications, and live updates to be delayed or not appear in real time within the platform. Our team is actively monitoring the incident, and working with the vendor where possible to resolve the issue. You can also follow PubNub's status here: https://status.pubnub.com/incidents/cz6q37z3s1d5. Please expect further updates within the next 3 hours, and reach out to Kustomer support at [email protected] if you have additional questions or concerns.

The PubNub-related event previously reported affecting real-time messaging for orgs in Prod1 has been resolved. PubNub has confirmed the issue has been mitigated on their end - no messages were missed and no customer impact occurred during the event. All affected areas remain fully operational. Please reach out to Kustomer support at [email protected] if you have additional questions or concerns.

Kustomer is aware of an event affecting text editor that may cause issues when typing and adding content such as Shortcuts. Our team is currently working to identify the cause of this issue in an effort to implement a resolution. Please expect additional updates within the next 30 minutes, please reach out to Kustomer Support via [email protected] for any further questions or updates.

Kustomer has implemented an update to address an event affecting text editor that may cause issues when typing and adding content such as Shortcuts. Refreshing your browser will fully resolve the issue. Our team is currently monitoring this update to ensure the issue is fully resolved. Please expect further updates within the next 30 minutes, and reach out to Kustomer support at [email protected] if you have additional questions or concerns.

Kustomer has resolved an event affecting text editor that may cause issues when typing and adding content such as Shortcuts. To resolve this issue, our team has rolled back to a previous version. After careful monitoring, our team has determined that all affected areas are now fully restored. Please reach out to Kustomer support at [email protected] if you have additional questions or concerns.

# **Summary** On July 30, 2026, the draft text editor on Kustomer’s Timeline product experienced degraded functionality in certain user workflows. Impact included sporadic cursor behavior, text erasure, and issues with copying and pasting text and shortcuts. # **Root Cause** This issue was introduced by a change to the editor that was not fully caught before release. Due to misalignment in our QA process our pre-release validation did not adequately cover the real-world editing patterns affected by this change. Furthermore, this misalignment contributed to a delay in Kustomer’s understanding of the incident's resolution status. # **Timeline** ## **Jul 30, 2026** **11:12 AM ET:** The editor change was deployed **12:27 PM ET:** Kustomer Technical Support escalated the incident to Kustomer’s OnCall process, notifying Engineering immediately. **12:34 PM ET:** Kustomer Engineering identified the issue and completed a rollback **12:51 PM ET:** Internal testing incorrectly confirms that the issue has been fully resolved, due to some customers reporting the issue no longer presented itself **1:29 PM ET:** Continued reports of issue are received from customers who did not receive the full resolution rollout **1:34 PM ET:** Discovery made that  the rollback did not fully deploy to resolve the issue. Kustomer Engineering makes additional change to ensure resolution **2:01 PM ET:** Corrective change deployed, and fix is confirmed # **Lessons/Improvements** Kustomer Engineering maintains a robust CI/CD process, and a multi-environment release process designed to prevent issues of this nature. As part of our continual investment in these areas, we have identified the following action items: * Ensure that our internal pre-production environments align with our customer-facing experience, including but not limited to the editor experience, so that issues of this nature are caught earlier in development * Complete an audit of our automated CI/CD process and test coverage of major features, removing any gaps that are identified

Kustomer has identified an event affecting platform events in PROD1 orgs that may cause delays on event-based data. Our team is currently working to implement a resolution. Please expect additional updates within the next 30 minutes, and reach out to Kustomer Support at [email protected] for any further questions or updates.

We are continuing to work on a fix for this issue.

Kustomer continues to work on the issue affecting platform events in PROD1 orgs that may cause delays on event-based data. Our team is actively working to implement a resolution. Please expect additional updates within the next 30 minutes, and reach out to Kustomer Support at [email protected] for any further questions or updates.

Kustomer has implemented an update to address an event affecting platform events in PROD1 orgs that caused delays on event-based data. Our team is currently monitoring this update to ensure the issue is fully resolved. Please expect further updates within the next 30 minutes, and reach out to Kustomer Support at [email protected] if you have additional questions or concerns.

Kustomer has resolved an event affecting platform events in PROD1 orgs that caused delays on event-based data. After careful monitoring, our team has determined that all affected areas are now fully restored. Please reach out to Kustomer support at [email protected] if you have additional questions or concerns.

## Summary On July 25, 2026, some customers experienced elevated platform latency affecting messaging, conversation updates, routing, voice, and other customer-service workflows. Customers may have seen messages remain in a sending state, delayed inbound or outbound messages, slower page and API responses, delayed routing or assignment, and intermittent voice-call delays. The incident was caused by an unusually large burst of background data-processing activity. This created a sudden increase in demand on shared platform infrastructure. Automatic scaling added capacity, but it could not absorb the burst quickly enough to prevent degradation in dependent workflows. We restored service by increasing available capacity, reducing the rate of the initiating workload, and carefully processing delayed work while monitoring platform health. ## Impact * **Customer effect:** Intermittent platform latency; delayed inbound and outbound messaging; slower conversation and API updates; delayed routing or assignment; and intermittent voice-call delays * **Duration:** Customer-visible degradation began at approximately 5:22 PM ET. Service initially recovered at approximately 7:31 PM ET, but degradation later recurred. Broad platform performance was restored and the incident was resolved at 10:30 PM ET. * **Scope:** The incident affected a subset of customers within one production environment. We did not identify corresponding customer-facing degradation in other production environments. ## Timeline * **Approximately 5:22 PM ET:** Processing latency and message backlogs began increasing. * **6:51 PM ET:** The incident response team began coordinated investigation and recovery. * **Approximately 7:00–7:23 PM ET:** We identified affected processing paths and began carefully recovering delayed work at controlled rates. * **7:31 PM ET:** Additional capacity had come online, customer-facing performance had materially improved, and the incident was initially resolved while monitoring continued. * **8:28 PM ET:** The incident was reopened after renewed reports of intermittent degradation. * **Approximately 8:38 PM ET:** Investigation confirmed that messaging, routing, channel, and voice symptoms shared the same underlying platform dependency. * **Approximately 9:52 PM ET:** We reduced the rate of the initiating background workload to protect customer-facing traffic. * **10:08 PM ET:** Monitoring confirmed that workload pressure had fallen substantially and platform health continued improving. * **10:30 PM ET:** After continued monitoring confirmed recovery, the incident was resolved. * **After resolution:** Recovery of remaining delayed work continued at controlled rates under monitoring. ## Root cause A burst of high-volume background data-processing activity generated more downstream work than shared platform infrastructure could safely absorb over a short period. Automatic scaling responded and added capacity, but capacity was added incrementally and did not come online quickly enough for the size and speed of the burst. While the platform was catching up, increased request latency and timeouts affected customer-facing workflows that depended on the same infrastructure. ## Resolution We restored platform performance by: * Increasing available capacity and improving the rate at which additional capacity could be added. * Reducing the rate of the initiating background workload. * Recovering delayed work at controlled rates to avoid creating another traffic spike. * Continuing monitoring after customer-facing performance returned to expected levels. ## Preventative actions We are taking the following actions to reduce the likelihood and impact of recurrence: * Add stronger limits and backpressure controls for high-volume background operations. * Improve the speed at which shared infrastructure scales during sudden traffic increases. * Improve isolation between background processing and latency-sensitive customer workflows. * Expand alerting for rapid backlog growth, resource pressure, and unusual workload patterns. * Strengthen controlled recovery procedures for delayed work. * Expand burst-load and failure-recovery testing for shared platform services. ## Current status Platform performance returned to expected levels, and the initiating workload remained controlled. We continued monitoring service health and the recovery of delayed work after resolution.