Stale data in Users Search

Incident Report for Intercom

Resolved

At 10.50pm UTC we successfully completed processing the user data backlog, user search data is no longer stale.

Posted Jun 13, 2023 - 22:52 UTC

Update

At 10.50pm UTC we successfully completed processing the user data backlog, user search data is no longer stale.

Posted Jun 13, 2023 - 22:51 UTC

Update

At 10.50pm UTC we successfully completed processing the user data backlog, user search data is no longer stale.

Posted Jun 13, 2023 - 22:51 UTC

Update

Affected AWS services have recovered, we are monitoring as we start to ingest user data again.

Posted Jun 13, 2023 - 21:32 UTC

Update

We continue monitoring the ongoing AWS outage: https://health.aws.amazon.com/health/status

At the moment we have not detected any additional impact on our services.

Posted Jun 13, 2023 - 20:15 UTC

Update

We are continuing to monitor possible degraded performance across our product as AWS expanded the list of affected services: https://health.aws.amazon.com/health/status

Posted Jun 13, 2023 - 19:49 UTC

Investigating

We are monitoring an AWS outage that is causing our Users Search data, in particular data will be stale when:

- Searching for users in the Teammate app
- In User Segments in the Teammate app
- In the Matching system (ex. sending outbound messages to users that no longer match filters)
- In the Contacts API

We will update as the situation evolves.

Posted Jun 13, 2023 - 19:30 UTC

This incident affected: Intercom Web Application and Intercom APIs.