Scheduled Database Maintenance
The scheduled maintenance has been completed.
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Between Sunday 2022-12-04 08:00 UTC and Sunday 2022-12-04 10:00 UTC, customers based in the US data hosting region will experience a series of interruptions to all features.
What is the impact?
During the maintenance window, Intercom features will be degraded or unavailable for up to 120 minutes.
This will impact customers across US data hosting regions. Customers using our Australian and European data hosting regions will not be impacted.
Why are we doing this?
Our mission critical database clusters will be upgraded from AWS RDS Aurora v1 to AWS RDS Aurora v2 during this maintenance window. AWS are deprecating support of AWS RDS Aurora v1 in early 2023. To minimize disruption to our customers we are upgrading all databases critical to the health of the Intercom application in one maintenance window.
This is in-line with the approach we have taken to upgrade to Aurora v2 in our European (https://www.intercomstatus.com/incidents/37hdfpgmqvml) and Australian (https://www.intercomstatus.com/incidents/t67tvnf4q7p5) data hosting regions.
Customer trust, data security, and availability are critical to everything we do at Intercom. We only do these essential maintenance tasks when absolutely necessary, and always give at least 48 hours notice.
What will the exact experience be for our customers during the change?
During the changes, the following will occur:
• Customers in US will see degraded performance across Intercom.
This scheduled maintenance affected: Intercom message delivery (Email, Chats and Posts, Mobile Push, Admin notifications), Intercom Messenger (Web Messenger, Mobile Messenger), and Intercom Web Application, Intercom APIs, Intercom Mobile APIs, Intercom Webhooks.