Kustomer outage, 21 October 2025
[AIR and AIC] AI Agent Observability Is Not Ingesting (PROD1)
- Started
- Resolved
- 21 Oct 2025, 18:33 UTC (after 16 h 36 min)
- Impact
- Not stated
- Affected
- Analytics, Channel - Chat
Last update from Kustomer
# **Summary** On October 20, 2025, Kustomer experienced a significant service disruption affecting all customers on our platform. The incident was triggered by a major AWS service disruption in the us-east-1 region that impacted ~140 AWS services, including core infrastructure components our platform depends on. The incident occurred in two distinct phases: * Phase 1 \(3:00 AM - 6:30 AM EDT\): Initial AWS service disruption causing widespread connectivity issues and elevated error rates across our platform. Services began recovering as AWS addressed the underlying DNS resolution issues. * Phase 2 \(9:20 AM - 5:00 PM EDT\): Secondary wave of issues, including a critical authentication prob...
Is Kustomer down now?
This page is the record of one past incident. For the live status, see Is Kustomer down right now? - it reads the official status page every 2 minutes.