Kustomer outage, 14 April 2026
[Knowledge Base] [Custom Domains returning 500 error] [POD(s) AFFECTED]
- Started
- Resolved
- 14 Apr 2026, 15:01 UTC (after 16 min)
- Impact
- Minor
- Affected
- Knowledge base
Last update from Kustomer
## **Summary** On April 14, 2026, customers experienced errors accessing the Kustomer Knowledge Base, with all KB pages returning 500 errors. The issue was caused by a dependency upgrade in a recent deployment that introduced a TLS certificate mismatch in internal service communication. Customer impact began at 9:51 AM ET when the deployment reached the first production environment, and was fully resolved by 10:38 AM ET - a ~47 minute impact window. Engineers identified the root cause and completed a full rollback across all production environments within 12 minutes of the initial alert. ## **Root Cause** A recent deployment to the KB service included an upgrade to an internal li...
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