Unbabel experienced a major incident on October 20, 2025, lasting —. The incident has been resolved; the full update timeline is below.
Update timeline
- resolved Oct 20, 2025, 03:45 PM UTC
Type: Incident Duration: 4 hours and 36 minutes Affected Components: Unbabel Portal, Unbabel Interface Chat, Zendesk Support/Agent Workspace, Projects, Client Review, Salesforce KB, Wix Answers, API, Kustomer, Freshdesk , Kustomer, Zendesk Chat, Salesforce Live Agent, Intercom, Zendesk Guide, Polyglot, Editor Dashboard, Unbabel Interface Tickets, Widn.AI, Salesforce Service Cloud, Chat API, Unbabel Oct 20, 15:45:23 GMT+0 - Identified - We are currently working to restore the service. Oct 20, 17:13:26 GMT+0 - Identified - AWS update - "We continue to apply mitigation steps for network load balancer health and recovering connectivity for most AWS services. Lambda is experiencing function invocation errors because an internal subsystem was impacted by the network load balancer health checks. We are taking steps to recover this internal Lambda system. For EC2 launch instance failures, we are in the process of validating a fix and will deploy to the first AZ as soon as we have confidence we can do so safely." - Oct 20, 18:13:00 GMT+0 - Monitoring - With the recovery of AWS systems, Unbabel is restoring its capacity. Currently most systems are operational, with some delays still taking place for messages lost in the process and that may need recovering. AWS Update: **Oct 20 12:15 PM PDT** We continue to observe recovery across all AWS services, and instance launches are succeeding across multiple Availability Zones in the US-EAST-1 Regions. For Lambda, customers may face intermittent function errors for functions making network requests to other services or systems as we work to address residual network connectivity issues. To recover Lambda’s invocation errors, we slowed down the rate of SQS polling via Lambda Event Source Mappings. We are now increasing the rate of SQS polling as we experience more successful invocations and reduced function errors. We will provide another update by 1:00 PM PDT. Oct 20, 20:21:07 GMT+0 - Resolved - This incident has been resolved.