Between 2025-04-04 03:00 UTC  and 2025-04-04 04:00 UTC, customers will experience an interruption to all features for workspaces hosted in the US region. This is an emergency maintenance window to mitigate ongoing issues related to our legacy database. 

During the maintenance window, Intercom features will be degraded or unavailable for ten to twenty minutes. We will instigate this change at exactly 03:00 UTC and expect impact to be early in this window. 

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

Our main database, the one that has been the cause of recent availability issues, needs to be updated during the upcoming maintenance window. We plan to perform this upgrade during a period of low system traffic. If we experience another availability issue before then, we may bring this maintenance forward.

Maintenance windows, especially emergency ones, are not something we take lightly. We're actively working to eliminate the need for them by migrating off Aurora (the system we’re upgrading) and moving to PlanetScale. We expect to begin moving some of this database load to PlanetScale in the coming days.

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-lessons-and-progress/

During the changes, the following may 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.