UPDATE February 11th 2021:
Due to several recent high impact Severity Incidents and the number of times part of these deploys had to be rescheduled, causing understandable frustration for our customers, we made the decision to cancel all outstanding maintenances in this series, starting with the one originally scheduled for the 8th of February.
Building on our successful rollout of this feature in the APAC region, we are now able to approach this work in a manner that is lower risk for our customers.
This can be accomplished without the need for a fixed maintenance window.
We apologise for the inconvenience and thank you for your understanding.
What is happening: Zendesk will perform critical updates to infrastructure supporting our product globally. This infrastructure is provisioned regionally rather than on a per POD basis.
The updates will happen at the times listed below:
US East: Cancelled
US West: Cancelled
(We do not provision support infrastructure in the APAC region. Customers and users in the APAC region rely on support infrastructure in other regions).
Customers Affected: All Zendesk customers across all Pods listed using affected Products listed below.
Affected products: Zendesk Support, Guide, Gather, and Talk.
Expected behavior: During the maintenance window, we expect Zendesk systems to continue to operate normally. There will be no expected downtime or impact for our customers and this window has been created out of an abundance of caution around high impact changes to our infrastructure.
Why we're doing this: Zendesk team will perform an internal networking configuration update to support increase our scalability, reliability and performance. This critical maintenance has been scheduled during off-peak business hours to reduce potential for customer impact.