Kustomer incident
[Reported Third Party Event - TWILIO SMS] experiencing disruption with message deliverability
Kustomer experienced a minor incident on March 24, 2025 affecting Channel - SMS, lasting 5h 10m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Mar 24, 2025, 07:07 PM UTC
Kustomer is aware of an event reported by one of our third party vendors affecting Twilio SMS that may cause Twilio SMS inbound & outbound messages to not deliver. Our team is monitoring the incident, and working with the vendor where possible to resolve the issue. For more information, please refer to https://status.twilio.com/. Please expect further updates within the next 3 hours & reach out to our Support team with any additional questions. You can reach us via email at [email protected]
- investigating Mar 24, 2025, 10:07 PM UTC
Kustomer is aware of an event reported by one of our third party vendors affecting Twilio SMS that may cause Twilio SMS inbound & outbound messages to not deliver. Our team is continuing to monitor the incident and we are working with the vendor where possible to resolve the issue. For more information, please refer to https://status.twilio.com/. Please expect further updates within the next 3 hours & reach out to our Support team with any additional questions. You can reach us via email at [email protected]
- resolved Mar 25, 2025, 12:18 AM UTC
Kustomer is no longer experiencing the third-party incident affecting Twilio SMS in certain regions, that may have caused latency in message delivery. Kustomer will continue to monitor the situation with the third party to ensure all operations remain stable. Our services are currently functioning normally, and we are actively ensuring continuity. Should you have any questions or require further clarification, please do not hesitate to reach out to our Support team at [email protected].