Is Kustomer Down?

## Summary On November 3, 2026, customers in Kustomer’s EU environment experienced delayed workflow execution from approximately 16:30 to 18:10 UTC, lasting about 1 hour and 40 minutes. The incident is resolved. Workflow processing returned to normal and the processing backlog was cleared by 18:10 UTC. ## Impact Workflow execution was delayed for customers in the affected EU environment, which may have delayed automated conversation updates and routing. Other environments were unaffected. No data loss is expected. ## Timeline All times are UTC on November 3, 2026. * **16:30:** Workflow delays began accumulating. * **16:54:** Monitoring alerted responders, who began investigating. * **17:21:** The workflows generating excessive activity were disabled, stopping the source of the incident. * **18:10:** The remaining processing backlog was cleared and normal workflow processing was restored. ## Root Cause Repeated automated workflow activity generated an unusually high volume of processing requests. This increased processing demand and delayed workflow execution in the affected EU environment. ## Resolution We disabled the workflows generating the excessive activity, temporarily increased processing capacity, and recovered pending work to clear the backlog. Temporary recovery settings were restored after processing recovered. ## Preventative Actions Our follow-up work focuses on identifying excessive workflow activity earlier and reducing the risk of recurrence: * Review monitoring thresholds to detect workflow processing delays sooner. * Evaluate automated safeguards and customer notifications for workflows with sustained high error rates. * Evaluate workflow configuration checks to help identify unintended repeated execution. --- [2026-11-03T13:30:55.245-05:00] (resolved) Kustomer has resolved an event affecting workflows that caused delays in workflow processing. Our team has cleared the queue for workflows. After careful monitoring, our team has determined that all affected areas are now fully restored. Please reach out to Kustomer support at support@kustomer.com if you have additional questions or concerns. --- [2026-11-03T12:52:57.900-05:00] (monitoring) Kustomer has implemented an update to address an event affecting workflows that caused delays in workflow processing. Our team is currently monitoring this update to ensure the issue is fully resolved. Please expect further updates within the next 30 minutes, and reach out to Kustomer support at support@kustomer.com if you have additional questions or concerns. --- [2026-11-03T12:42:22.557-05:00] (identified) Kustomer has identified an increased error rate within workflows that is causing a delay in processing. Our team is currently working to implement a resolution. Please expect further updates within the next 30 minutes, and reach out to Kustomer support at support@kustomer.com if you have additional questions or concerns. --- [2026-11-03T12:21:13.470-05:00] (investigating) Kustomer is aware of an event affecting workflow that may cause delays workflow execution. Our team is currently working to identify the cause of this issue in an effort to implement a resolution. Please expect additional updates within the next 30 minutes, please reach out to Kustomer Support support@kustomer.com for any further questions or updates.

## Summary On September 9, 2026, a service event prevented users from initiating some outbound Voice calls. When affected users selected **Call**, the call did not begin. ## Impact The event affected outbound Voice call initiation for four organizations. Other Voice workflows may have continued to operate normally. No data loss or security impact has been identified. ## Timeline * **September 9, 12:27 PM ET:** A Voice application update was released. * **September 9, approximately 2:00 PM ET:** Reports of affected outbound calls began. * **September 9, approximately 3:19 PM ET:** Mitigation began. * **September 9, approximately 3:30 PM ET:** Outbound Voice calling was restored. ## Root Cause A Voice application update caused some outbound call attempts to fail. The affected update was rolled back. ## Resolution The affected update was rolled back, restoring outbound Voice calling for affected users. The incident investigation is complete. ## Preventative Actions * Improve recovery procedures to reduce service restoration time during future service events. * Add validation coverage for supported outbound-calling configurations before future releases. * Improve monitoring, internal alerting, and user feedback when a call cannot be initiated. --- [2026-09-09T15:52:08.604-04:00] (resolved) Kustomer has resolved an event affecting Kustomer Voice across all PRODs. To resolve this issue, our team has rolled back an update. After careful monitoring, our team has determined that all affected areas are now fully restored. Please reach out to Kustomer support at support@kustomer.com if you have additional questions or concerns. --- [2026-09-09T15:45:04.921-04:00] (monitoring) Kustomer has implemented an update to address an event affecting Kustomer Voice across all PRODs. Our team is currently monitoring this update to ensure the issue is fully resolved. In order to fully resolve the issue on your end please have all agents refresh their Kustomer Instance. --- [2026-09-09T15:25:29.533-04:00] (investigating) Kustomer has identified an event affecting Kustomer Voice across all PRODS that may cause issues when attempting to make outbound calls. Our team is currently working to implement a resolution. Please expect further updates within the next 30 minutes.

# **Summary** On September 7–8, 2026, some customers were unable to access Knowledge Base pages and related survey links hosted on the default `*.kustomer.help` domain. Customers using the default Knowledge Base domain in the prod1 environment encountered browser certificate warnings that prevented access to Knowledge Base content. Related links using the same domain, including some survey links, were also affected. Customers using custom Knowledge Base domains and shared Knowledge Base domains in other production environments were not affected. # **Root Cause** A security certificate used by the shared Knowledge Base domain expired before its renewal validation was completed. This caused browsers to reject connections to links served through that domain, while the underlying Knowledge Base service remained available. # **Timeline** **Sep 7, 2026** **8:00 PM ET**: Kustomer’s default Knowledge Base Domain certificate expired. At this time, customers may have begun encountering certificate warnings when accessing Knowledge Base content. ‌ **Sep 8, 2026** **8:37 AM ET** Kustomer receives reports of certificate warnings for default Knowledge Base Domain content and related links **8:38 AM ET** Kustomer Engineering is notified and begins our On-Call Incident Management process **9:00 AM ET** Kustomer Engineering identifies the shared-domain certificate issue and begins remediation steps **9:24 AM ET** Kustomer Engineering completes remediation steps **9:37 AM ET** Kustomer’s certificate provider acknowledges the remediation steps were complete and provisions a new certificate for the default Knowledge Base domain, restoring service # **Lessons/Improvements** Kustomer Engineering has a dedicated Infrastructure team that continuously works to maintain and improve Kustomer’s availability, reliability, fault tolerance. As part of our continual investment in these areas, we have identified the following action items related to this issue: * Move the shared-domain certificate to an automated renewal approach. * Add proactive monitoring and alerting for certificate expiration across shared customer-facing domains. * Review other certificates using the same renewal approach and prioritize any needed updates. * Document recovery procedures and ownership for certificate renewal activities. --- [2026-09-08T09:39:02.271-04:00] (resolved) Kustomer has resolved an event affecting links and content utilising the default kustomer.help domain (not custom client domains) that caused visibility issues. After careful monitoring, our team has determined that all affected areas are now fully restored. Please reach out to Kustomer Support at support@kustomer.com if you have additional questions or concerns. --- [2026-09-08T09:24:04.179-04:00] (investigating) We are continuing to investigate this issue. --- [2026-09-08T09:23:00.252-04:00] (investigating) Kustomer is aware of an event affecting links and content utilising the default kustomer.help domain (not custom client domains) — including Help Center URLs and CSAT surveys — that may cause visibility issues. Our team is currently working to identify the cause of this issue in an effort to implement a resolution. Please expect additional updates within the next 30 minutes, please reach out to Kustomer Support at support@kustomer.com for any further questions or updates.