Kustomer outage, 26 July 2026
Platform Events Service Disruption (PROD1)
- Started
- Resolved
- 26 Jul 2026, 04:34 UTC (after 3 h 21 min)
- Impact
- Minor
- Affected
- API, Channel - Chat, Channel - Email, Events / Audit Log, Workflow
Last update from Kustomer
## Summary On July 25, 2026, some customers experienced elevated platform latency affecting messaging, conversation updates, routing, voice, and other customer-service workflows. Customers may have seen messages remain in a sending state, delayed inbound or outbound messages, slower page and API responses, delayed routing or assignment, and intermittent voice-call delays. The incident was caused by an unusually large burst of background data-processing activity. This created a sudden increase in demand on shared platform infrastructure. Automatic scaling added capacity, but it could not absorb the burst quickly enough to prevent degradation in dependent workflows. We restored service by i...
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.