Sherweb experienced a major incident on August 20, 2026 affecting General and General and 1 more component, lasting 6h 4m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 20, 2026, 09:41 AM UTC
We are currently investigating an issue impacting our technical support tools. Impact Level: Investigating Current Progress: Our engineering team has been mobilized and is actively investigating the problem to determine the root cause and restore service. Next update: We will provide an update within 60 minutes.
- investigating Aug 20, 2026, 10:20 AM UTC
This is an update regarding the ongoing disruption to our technical support tools. Impact Level: Investigating You may currently experience longer than expected delays when contacting our different support teams by email, chat or phone. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Next Update: We will continue to monitor the status of service incident and will provide our next update by 11:30 EDT.
- investigating Aug 20, 2026, 11:18 AM UTC
This is an update regarding the ongoing disruption to our technical support tools. Impact Level: Investigating You may currently experience longer than normal wait times when contacting our support teams by email, chat, or phone. Customers may also encounter intermittent call failures when attempting to reach our teams. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Next Update: We will continue to monitor the status of service incident and will provide our next update by 12:30 EDT.
- monitoring Aug 20, 2026, 01:03 PM UTC
This is an update regarding the ongoing disruption to our technical support. Impact Level: Recovering You should now be able to contact our teams normally through email, chat and phone services. Current Progress: A fix was implemented, and we are monitoring the service closely to ensure stability and confirm that the issue is fully resolved. Next Update: We will continue to monitor the fix implemented and will provide our next update by 16:00 EDT.
- resolved Aug 20, 2026, 03:45 PM UTC
The issue affecting ur technical support has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: A fix was successfully implemented at 11:45 EDT, and we have verified that system stability has returned. Next Steps: We are conducting a thorough Root Cause Analysis (RCA) to understand why this happened and to implement safeguards preventing it from occurring again. If you experience service-related issues, please contact our support team for further assistance.