[CANCELLED] Scheduled Maintenance - February, 2023 | Multiple Pods - Database Upgrade

Update: This maintenance has been cancelled for the upcoming dates in February and it is expected to be rescheduled for Q2 2023. We will provide more updates about it when we have them, so please make sure you follow the Service Notifications section for all our updates. Thanks for your patience and partnership.

Zendesk will perform critical maintenance to its database, which will impact performance for customers during the coming months, starting in February, on the dates and times listed below. We will inform you if anything changes due to unforeseen events.

Affected products: Support, Guide, Talk and Chat in Agent Workspace

Important: Only customers on Pod 26 from different Clusters, who are impacted by this maintenance on different dates, will receive a system banner in the Support interface starting on January 13th 2023, notifying them of their respective maintenance window. 

Customers Affected: Zendesk Support, Guide, Talk and Chat in Agent Workspace customers will experience a brief service disruption of 4 minutes or less at some time within their Pod's relevant maintenance window.

Date	POD/Cluster	Start Time	End Time
Saturday - Feb 4, 2023	26.4 (AMER)	17:00 UTC / 9:00 AM PST	19:00 UTC / 11:00 AM PST
Saturday - Feb 11, 2023	26.1 through 26.3 (AMER)	17:00 UTC / 9:00 AM PST	22:00 UTC / 2:00 PM PST
Friday - Feb 17, 2023	15 (APAC)	17:00 UTC / 9:00 AM PST	02:00 UTC (Feb 18) / 6:00 PM PST
Friday - Feb 24, 2023	25 (APAC)	17:00 UTC / 9:00 AM PST	02:00 UTC (Feb 25) / 6:00 PM PST
Saturday - Feb 25, 2023	13 (AMER)	08:00 UTC / 12:00 AM PST	17:00 UTC / 9:00 AM PST
Saturday - Feb 25, 2023	27 (AMER)	17:00 UTC / 9:00 AM PST	02:00 UTC (Feb 26) / 6:00 PM PST

Expected behaviour: The Support and Guide interfaces will be unreachable during the downtime window, and agents may experience issues such as green screens, sluggish response times, issues bulk updating tickets, refreshing ticket views, as well as Talk dropped calls.

This also affects Chat in Agent Workspace environment, where tickets will not be created straight away but will automatically create backup tickets from the chat backend thereafter. 

Please note: backend processes will still occur without issue, so you can expect email processes, API requests, and other such requests to function properly during these maintenance windows.

Why we're doing this: The Zendesk Database Administration team is upgrading our databases for increased reliability and performance. 

We have carefully chosen the dates for each Pod based on account traffic review. We will try our best to start as early as possible within the windows in order to get the maintenance done as fast and smoothly as possible.