Kustomer experienced a minor incident on June 2, 2026 affecting Channel - Chat and Channel - Email, lasting 1h 5m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 02, 2026, 02:47 PM UTC
Kustomer is aware of an event affecting chats, emails, and routing that may cause latency with sending, receiving, and routing messages. 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.
- identified Jun 02, 2026, 03:19 PM UTC
Kustomer has identified an event affecting chats, emails, and routing that may cause latency with sending, receiving, and routing messages. Our team is currently working to implement a resolution. 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.
- monitoring Jun 02, 2026, 03:27 PM UTC
Kustomer has implemented an update to address an event affecting chat, email, and routing that caused latency in sending and delivering messages. 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.
- resolved Jun 02, 2026, 03:53 PM UTC
Kustomer has resolved an event affecting Prod 1 that caused chat, email, and routing latency. To resolve this issue, our team reverted an underlying infrastructure change as a precaution, which helped stabilize the service. 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.
- postmortem Jun 11, 2026, 09:17 PM UTC
**Summary** On June 2, 2026, customers in our prod1 environment experienced elevated latency affecting chat creation, email sending, and conversation routing. The event caused delayed processing for a subset of customer interactions during the incident window. Service performance recovered the same day after mitigation steps were applied, and the environment is currently operating normally. **Impact** * Scope: prod1 only * Customer effect: delayed chat creation, delayed email sends, and slower conversation routing * Duration: customer-visible impact began in the morning ET on June 2 and materially improved after mitigation later that afternoon * Other environments: prod2 and prod4 were not impacted by the customer-facing degradation **Timeline** * Early June 2: We detected elevated processing latency in services supporting chat, email, and routing in prod1. * Midday to afternoon ET: Customer reports confirmed delayed system behavior in prod1. * Afternoon ET: We increased service capacity and adjusted resource limits to reduce backlog and restore throughput. * Later that day: We completed an infrastructure rollback on affected worker hosts and confirmed stable recovery. * June 3: Monitoring confirmed the environment remained healthy. **Root cause** The incident was caused by infrastructure-level resource exhaustion on a set of worker hosts in prod1. That reduced the availability of a metadata-dependent service and created message backlog, which in turn increased latency for customer-facing workflows such as chat creation, email sending, and routing. The issue was isolated to prod1. **Resolution** We restored service by increasing available capacity, raising resource limits for the affected service, and rolling impacted worker infrastructure back to a stable configuration. After those changes were applied, backlog cleared and latency returned to expected levels. Current system health is stable. **Preventative actions** * Strengthen host-level capacity and disk safeguards before future infrastructure rollouts * Add earlier alerting for infrastructure resource pressure to reduce time to detection * Expand validation for production-scale logging and resource usage prior to promotion * Continue tuning service capacity thresholds and recovery procedures for metadata-dependent workloads