Scheduled Database Maintenance
Scheduled Maintenance Report for Intercom
Completed
The scheduled maintenance has been completed.
Posted May 23, 2020 - 08:39 UTC
In progress
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Posted May 23, 2020 - 08:00 UTC
Scheduled
Scheduled
Between Saturday 2020-05-23 0800 UTC and Saturday 2020-05-23 0900 UTC, customers may experience a series of brief interruptions to the following features: Outbound Message Delivery, User Service, Inbox, Campaigns, Articles, and the Messenger. This is due to planned maintenance work required on our core database services.

What is the impact?
During the window, Outbound Message Delivery, User Service, Inbox, Campaigns, Articles and the Messenger may be degraded or unavailable for a few minutes. The delivery of some messages may be delayed.

Why are we doing this?
Some of our database clusters need to be restarted during the maintenance window while we perform an important database change. We are starting to do this type of work during the weekends to minimise disruption to customers.

What will the exact experience be for our customers during the change?
Teammates already in the Intercom app: They may receive an Intercom error message in their browsers and will have limited functionality for a few minutes.

Teammates trying to load the Intercom app: They may receive a generic 503 "service unavailable" message in their browser during the brief interruptions. This should be resolved after a few minutes.

Developers trying to use the API: They may receive a 503 "service unavailable" error in their response during the brief interruptions. This should be resolved after a few minutes.

End users on a website where the Intercom Messenger is installed may see an Intercom error message and have limited functionality for a few minutes.

What will happen to messages that are scheduled to be sent during this time?
Some messages may be delayed for a few minutes.

What will happen to inbound emails?
They will be queued up and processed/delivered once the affected features are back up.
Posted May 20, 2020 - 15:24 UTC
This scheduled maintenance affected: Intercom Messenger (Web Messenger), Intercom message delivery (Small message delivery, Medium message delivery, Large message delivery, Admin notifications), and Intercom Web Application, Intercom APIs, Intercom Webhooks.