Update May 6, 2019:
We sincerely apologize that Zendesk Chat was unavailable for longer than expected during this maintenance window. We ran into unforeseen issues that did not allow us to resume operating reliably as quickly as planned.
Chat was unavailable for consistent use from 1:06 AM UTC to 3:05 AM UTC (8:06 PM - 10:05 PM CST) due to the disaster recovery testing efforts.
We will review this specific maintenance window issue internally and make adjustments to improve the customer experience going forward.
Update April 4, 2019: The scheduled maintenance has been postponed until May 5, 2019.
As part of our commitment to our customers, we periodically need to ensure we maintain system performance, reliability, security, and stability of the Zendesk Chat infrastructure. Annual disaster recovery testing is a compliance requirement for our SOC2 and other certification programs Zendesk maintains. Additionally, this testing is crucial as we continue to focus on our Reliability and Stability efforts.
To perform these activities a maintenance window has been scheduled for Sunday May 5, 2019.
Start: 01:00 UTC Sunday, May 5, 2019 (local timezone)
End: 13:00 UTC Sunday, May 5, 2019 (local timezone)
Impact: At the beginning of the 12-hour period, customers will experience unavailability of both the Chat widget and dashboard for several minutes. Users will be disconnected and closed chats will not reconnect automatically during this time. Subsequently, the service is expected to remain available throughout the remainder of the maintenance window.
Expected Behavior: After the initial unavailability of the chat widget and the chat dashboard, the environment is expected to remain stable. Customers may experience minor disruptions, including brief agent logouts and chat disconnects that can be remedied with a refresh.
If you have any questions or concerns, please email us at email@example.com. We apologize for any inconvenience caused.
Further Details on Zendesk Chat Environment Changes
To ensure Zendesk chat is stable, resilient, and easily recoverable, we conduct annual disaster recovery testing. This maintenance window is scheduled to perform the practical exercise of the disaster recovery capabilities. For this exercise, we will be failing over from Dublin AWS production environment to Frankfurt AWS production environment to evaluate the success of the failover process.