Kustomer outage, 19 March 2026
[AIC/AIR] AIC/AIR May Not Respond - Prod 1
- Started
- Resolved
- 19 Mar 2026, 18:29 UTC (after 3 h 14 min)
- Impact
- Minor
- Affected
- Channel - Chat
Last update from Kustomer
## Summary On March 19, 2026, some Kustomer AI features were unavailable for customers hosted in one production environment \(Prod1\). The disruption affected AI-powered responses and related AI workflows for 41 customers in our Prod 1 instance. Other production environments were not affected. Service was fully restored within 4 hours, and the platform is operating normally. ## Root cause The incident was caused by a production database index change that was introduced during a service deployment. That change caused database performance to degrade significantly for a high-traffic dataset used by our AI services. As performance deteriorated, dependent services were unable to start or pr...
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