Kustomer Outage History

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Kustomer had 29 outages in the last 2 years totaling 88h 35m of downtime — averaging 1.2 incidents per month.

There were 29 Kustomer outages since October 8, 2025 totaling 88h 35m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.kustomer.com

Minor August 25, 2026

Reported Third Party Event - [PubNub]

Detected by Pingoru
Aug 25, 2026, 01:51 PM UTC
Resolved
Aug 25, 2026, 02:17 PM UTC
Duration
25m
Affected: Channel - ChatNotificationsTrackingPubNubWeb Client
Timeline · 2 updates
  1. monitoring Aug 25, 2026, 01:51 PM UTC

    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.

  2. resolved Aug 25, 2026, 02:17 PM UTC

    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.

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 →