*Note this is a backfill due to article creation failure from May 10th, 2019*
05:04 UTC | 22:04 PT
We're happy to report that Guide performance issues impacting our customers in Japan have been resolved.
04:37 UTC | 21:37 PT
We're investigating Guide performance issues impacting customers in Japan. More information to follow.
On May 10th from 02:15 UTC (19:15 PDT) to 04:15 UTC (21:15 PDT), customers in Japan and surrounding regions experienced degraded performance and intermittent connection while accessing their Zendesk instances.
This incident was caused by an issue at a local Content Delivery Network (CDN) point-of-presence (PoP) that serves Zendesk site assets to local customers. During planned maintenance, unexpected issues caused overflow traffic which overwhelmed the secondary PoP.
To prevent this issue from occurring in the future, our team is implementing additional alerting between Zendesk and our CDN provider and improving communication between our provider and our engineering team to reduce impact duration.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us.