Scheduled Database Maintenance - App Downtime
Scheduled Maintenance Report for Intercom
The scheduled maintenance has been completed.
Posted Jun 19, 2019 - 08:26 UTC
In progress
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Posted Jun 19, 2019 - 07:00 UTC
Between 2019-06-19 0700 UTC and 2019-06-19 0830 UTC, Intercom will be unavailable to access due to some maintenance required on our core database services.

What is the impact?
Our main database cluster will be entirely down for a period of time. To facilitate a safe change, we will also be removing all web/API server capacity. This will impact all Intercom features, and they will not be accessible during the downtime.

How long will the downtime last?
Intercom will be fully unavailable for all customers during the maintenance window while we perform the change. Once the change is complete we will then start to scale back up our server fleets and start serving requests again. During this recovery time, Intercom will be unavailable to some but not all customers. Some but not all message delivery may be delayed.

What will the exact experience be for our customers during the change?
Team mates already in the Intercom app - will receive an Intercom error message in their browsers and will not be able to use the platform.
Team mates trying to load the Intercom app - will receive a generic 503 “service unavailable” message in their browser
End users on a website where the Intercom messenger is installed - will experience the messenger appearing, but the components in the messenger will not load and/or be available to interact with
Developers trying to use the API - will receive a 503 “service unavailable” error in their response
What will happen messages that are scheduled to send during this time?
They will be delayed for the duration of the downtime.

What will happen to e-mails that get sent in?
They will be queued up and processed/delivered once the platform is back up.
Posted Jun 17, 2019 - 12:36 UTC
This scheduled maintenance affected: Intercom Messenger (Web Messenger, Mobile Messenger), Intercom message delivery (Email, Chats and Posts, Mobile Push, Admin notifications), and Intercom Web Application, Intercom APIs, Intercom Mobile APIs, Intercom Webhooks.