Kustomer outage, 8 November 2025
[Knowledge Base] Not Accessible [PROD 2]
- Started
- Resolved
- 8 Nov 2025, 08:44 UTC (after 1 h 38 min)
- Impact
- Minor
- Affected
- Knowledge base
Last update from Kustomer
## **Summary** During a routine deployment, a configuration issue caused an SSL certificate mismatch that temporarily affected access to some knowledge bases in one production region. ## **Root Cause** The incident was caused by a configuration change that introduced a new SSL certificate missing the required Subject Alternative Names \(SANs\) for two production regions. These SANs are necessary for secure connections between CloudFront and the load balancers serving knowledge base traffic. Without the correct entries, HTTPS requests to those regions failed TLS validation, resulting in users being unable to access their knowledge bases. The underlying issue stemmed from how the...
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