Kustomer Outage History

Kustomer is up right now

Kustomer had 47 outages in the last 2 years totaling 115h 19m of downtime — averaging 1.9 incidents per month.

There were 47 Kustomer outages since December 11, 2024 totaling 115h 19m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.kustomer.com

Minor May 26, 2026

WhatsApp messages failing Prods 1 + 2

Detected by Pingoru
May 26, 2026, 10:14 PM UTC
Resolved
May 27, 2026, 12:21 AM UTC
Duration
2h 7m
Affected: Channel - ChatChannel - Chat
Timeline · 2 updates
  1. monitoring May 26, 2026, 10:14 PM UTC

    Kustomer has implemented an update to address an event affecting WhatsApp that caused messaging failures. 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.

  2. resolved May 27, 2026, 12:21 AM UTC

    This incident has been resolved. Our teams have confirmed recovery and platform stability following mitigation efforts. We will be reaching out independently to affected orgs to provide additional context and follow-up as needed. Thank you for your patience while we worked through this issue.

Read the full incident report →

Minor May 14, 2026

Chat - Messages Failing & Assistant Issues - Prod-1

Detected by Pingoru
May 14, 2026, 04:24 PM UTC
Resolved
May 14, 2026, 05:23 PM UTC
Duration
59m
Affected: Channel - Chat
Timeline · 3 updates
  1. investigating May 14, 2026, 04:24 PM UTC

    Kustomer is aware of an event affecting Chats that may cause messages to fail and assistants to not follow the configured flow. 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 for any further questions or updates.

  2. monitoring May 14, 2026, 04:48 PM UTC

    Kustomer has implemented an update to address an event affecting Chats on Prod 1 that caused messages to fail and assistants to not follow the configured flow. 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 if you have additional questions or concerns.

  3. resolved May 14, 2026, 05:23 PM UTC

    Kustomer has resolved an event affecting Chat on Prod 1 that caused messages to fail and assistants to not follow the configured flow. After careful monitoring, our team has determined that all affected areas are now fully restored. Please reach out to Kustomer support if you have additional questions or concerns.

Read the full incident report →

Minor February 12, 2026

Reported Third Party Event - OpenAI

Detected by Pingoru
Feb 12, 2026, 03:11 PM UTC
Resolved
Feb 12, 2026, 06:07 PM UTC
Duration
2h 56m
Affected: OpenAI
Timeline · 2 updates
  1. monitoring Feb 12, 2026, 03:11 PM UTC

    Kustomer is aware of an event reported by one of our third party vendors affecting Prod1 that may cause AIC and AIR failures within the platform. Our team is monitoring the incident, and working with the vendor where possible to resolve the issue. OpenAI's status page for this incident can be found here: https://status.openai.com/incidents/01KH94NGSXNH9H4WBPXB3RFZWX 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.

  2. resolved Feb 12, 2026, 06:07 PM UTC

    OpenAI has confirmed that all services are fully recovered. 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.

Read the full incident report →

Notice December 2, 2025

Reported Third Party Event affecting AIC and AIR Observability (PROD 1)

Detected by Pingoru
Dec 02, 2025, 10:44 PM UTC
Resolved
Dec 03, 2025, 12:49 AM UTC
Duration
2h 4m
Timeline · 2 updates
  1. monitoring Dec 02, 2025, 10:44 PM UTC

    Kustomer is aware of an event reported by one of our third party vendors affecting the observability of AI Agent for Reps and AI Agent for Customers that may cause trace logs to not show up in AI Agent logs within conversations. Our team is monitoring the incident, and working with the vendor where possible to resolve the issue. Please expect further updates within the next 3 hours, and reach out to Kustomer support over Chat or Email if you have additional questions or concerns.

  2. resolved Dec 03, 2025, 12:49 AM UTC

    A third party incident has been resolved affecting PROD 1 AI conversations (both AIC and AIR) to not include trace logs. Functionality has returned in this area Please reach out to Kustomer support through Chat or Email if you have additional questions or concerns.

Read the full incident report →

Minor October 20, 2025

[PLATFORM] Service Disruption in All Production Environments

Detected by Pingoru
Oct 20, 2025, 09:48 AM UTC
Resolved
Oct 20, 2025, 10:29 AM UTC
Duration
41m
Affected: AnalyticsAnalyticsKustomer VoiceAnalyticsAPIAPIAPIBulk JobsBulk JobsBulk JobsChannel - ChatChannel - ChatChannel - ChatChannel - EmailChannel - EmailChannel - EmailCSATCSATRegional IncidentCSATEvents / Audit LogEvents / Audit LogEvents / Audit LogExportsExportsExportsKnowledge baseKnowledge baseKnowledge baseNotificationsNotificationsNotificationsRegistrationRegistrationRegistrationSearchSearchSearchTrackingTrackingTrackingWeb ClientWeb ClientWeb ClientWeb/Email/Form HooksWeb/Email/Form HooksWeb/Email/Form HooksWorkflowWorkflowWorkflow
Timeline · 4 updates

Read the full incident report →

Minor August 14, 2025

Reported Third Party Event - Facebook

Detected by Pingoru
Aug 14, 2025, 05:32 PM UTC
Resolved
Aug 14, 2025, 06:57 PM UTC
Duration
1h 25m
Affected: Channel - Facebook
Timeline · 3 updates
  1. monitoring Aug 14, 2025, 05:32 PM UTC

    Kustomer is aware of an event reported by one of our third party vendors affecting all pods that may prevent Facebook DMs from being ingested into the platform. Our team is monitoring the incident, and working with the vendor where possible to resolve the issue. 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.

  2. monitoring Aug 14, 2025, 05:33 PM UTC

    Kustomer is aware of an event reported by one of our third party vendors affecting all pods that may prevent Facebook DMs from being ingested into the platform. Our team is monitoring the incident, and working with the vendor where possible to resolve the issue. 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.

  3. resolved Aug 14, 2025, 06:57 PM UTC

    This incident has been resolved.

Read the full incident report →