Scheduled Maintenance - January 30 - February 02, 2023 | Multiple Pods - Chat & Messaging AWS Maintenance

Zendesk will perform critical maintenance that will impact performance for customers during multiple days from the end of January to the first week of February 2023.  Please see the times listed below for when your account's Pod is impacted. 

This is separate to the Scheduled Maintenance - January 29 - All Pods - Chat & Messaging Reliability Maintenance.  Customers in that maintenance will not be impacted here.  

Affected products: Chat & Messaging in Agent Workspace (including Web/Mobile Messaging and SunCo SDK)

Important: Customers using Chat, Messaging and the products mentioned above, enabled through Agent Workspace, will be impacted based on the Pod maintenance dates and timings in the following table.

Customers Affected: The customers will experience a cumulative maximum service disruption of 10 minutes within the maintenance window for each Pod. Please take a look at the expected behaviour below for more information.

Date	POD	Start Time	End Time
Mon, Jan 30, 2023	26 (AMER)	03:00 UTC / 19:00 PST (Jan 29)	04:30 UTC / 20:30 PST (Jan 29)
Tue, Jan 31, 2023	15, 25 (APAC)	03:00 UTC / 19:00 PST (Jan 30)	04:30 UTC / 20:30 PST (Jan 30)
Wed, Feb 01, 2023	18, 28 (EMEA)	02:00 UTC / 18:00 PST (Jan 31)	03:30 UTC / 19:30 PST (Jan 31)
Wed, Feb 01, 2023	13, 19 (AMER)	07:00 UTC / 23:00 PST (Jan 31)	08:30 UTC / 00:30 PST
Thur, Feb 02, 2023	17, 29 (EMEA)	02:00 UTC / 18:00 PST (Feb 01)	03:30 UTC / 19:30 PST (Feb 01)
Thur, Feb 02, 2023	20, 23, 27 (AMER)	07:00 UTC / 23:00 PST (Feb 01)	08:30 UTC / 00:30 PST

Expected behaviour: Customers using Zendesk Chat and Messaging through Agent Workspace (Support) on the Pods listed above will experience a cumulative maximum service disruption of 10 minutes within the corresponding maintenance window. This includes: 

• Customers using Messaging, Web/Mobile Messaging and SunCo SDK with Agent Workspace will have a degraded experience such as delayed delivery.
• Ongoing live chat conversations will not be disrupted.
• Chat dashboard will be accessible but most of the admin functionality will be unavailable.
• Completed chats will take longer to appear on the dashboard.
• Agents will not be able to respond to the messaging tickets during the maintenance window.

Why we’re doing this: The Zendesk Chat and Messaging teams are upgrading AWS instances for better performance.

*NOTE: It is not possible to move accounts from these windows. We appreciate your understanding.