Scheduled Database Maintenance

Status pages / US Hosting

Complete·Under maintenance

Sat, Jan 18, 2025, 09:00 AM

(4 months ago)

Affected components

Fin AI Agent

Copilot

Workflows

Conversations

Tickets

Social Channels

Phone

Reporting

Articles

Emails

Messages & Banners

Web Messenger

Mobile Messenger

Teammate Web Application

Contacts

Integrations

Conversations Mobile App

REST API

Webhooks

Updates

Complete

Maintenance has completed.

Intercom was impacted between 08:30 UTC and 08:39 UTC.

Sat, Jan 18, 2025, 09:00 AM

In progress

Maintenance has started

Sat, Jan 18, 2025, 08:30 AM(29 minutes earlier)

Scheduled

Between 2025-01-18 08:30 UTC and 2025-01-18 09:00 UTC, customers will experience a brief interruption to all features for workspaces hosted in the US region.

What is the impact?

During the maintenance window, Intercom features will be degraded or unavailable for five to ten minutes.

Customers using our European and Australian Regional data hosting will not be impacted.

Why are we doing this?

Several of our database clusters need to be restarted during the maintenance window while we perform an important database configuration change. This change allows us to smoothly migrate from AWS Aurora to PlanetScale.

For more information on our move to PlanetScale and how it unlocks a future without database maintenance windows, please check out this blogpost: https://www.intercom.com/blog/evolving-intercoms-database-infrastructure/

What will the exact experience be for our customers during the change?

During the changes, the following will occur:

Customers using the US data hosting region will see degraded performance across Intercom.
Processing of emails, messages, and notifications will be delayed for several minutes.

Mon, Jan 13, 2025, 04:49 PM(4 days earlier)