Serval incident
Issues with Email Intake
Resolved after 1 hour 40 minutes, affecting Application, on September 18, 2026.
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).
Affected components
Update timeline
- investigating Sep 18, 2026, 08:35 PM UTC
We are currently investigating this incident.
- identified Sep 18, 2026, 08:36 PM UTC
We are continuing to work on a fix for this incident.
- 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. 
- 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).
- resolved Sep 18, 2026, 10:16 PM UTC
This incident has been resolved.
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