Serval incident

Issues with Email Intake

Major Resolved

Serval experienced a major incident on September 18, 2026 affecting Application, lasting 1h 40m. The incident has been resolved; the full update timeline is below.

Started
Sep 18, 2026, 08:35 PM UTC
Resolved
Sep 18, 2026, 10:16 PM UTC
Duration
1h 40m
Detected by Pingoru
Sep 18, 2026, 08:35 PM UTC

Affected components

Application

Update timeline

  1. investigating Sep 18, 2026, 08:35 PM UTC

    We are currently investigating this incident.

  2. identified Sep 18, 2026, 08:36 PM UTC

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

  3. monitoring Sep 18, 2026, 09:10 PM UTC

    This is caused by AWS outage with SNS in us-west-1\. We are still actively monitoring. Some customers are reporting they are now able to create email tickets. ![](https://res.cloudinary.com/sup/image/upload/v1789765787/wyaame8pdepbrorggz7q.png)

  4. monitoring Sep 18, 2026, 09:33 PM UTC

    We are still monitoring. Many customers report being able to create tickets via email and getting fast response times. Some customers will still experience slow response times caused by the outage to AWS Simple Notification Service (SNS).

  5. resolved Sep 18, 2026, 10:16 PM UTC

    This incident has been resolved.