Service Incident - July 14th, 2020 - Localized Connection Issues

SUMMARY

On July 14, 2020 from approximately 08:50 UTC to 10:05 UTC customers in certain locations experienced degraded performance or an inability to load or access Zendesk products.  

Timeline

12:30 UTC | 05:30 PT
We have confirmed with our upstream provider that the issue resulting in increased 5XX errors for some customers has been resolved. Please let us know if you continue to experience any issues.

11:08 UTC | 04:08 PT
We are investigating performance issues on all pods. We have received some reports of improvement and will provide another update when we have confirmed resolution of the issue.

Root Cause Analysis

This incident was caused by connectivity issues in our content delivery network provider's points-of-presence in Kyiv, Ukraine and later in Madrid, Lisbon and Milan, Italy.

Resolution

Our content delivery network provider resolved these issues to restore service. No remediation items were identified for Zendesk teams. 

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.