Zendesk will perform scheduled database maintenance between October 15 and Dec 1, 2025 as part of a critical version upgrade to the “AWS Aurora” software. This will affect database clusters in all Zendesk regions and Support, Guide & Talk products between the dates previously mentioned, with different Pods affected in assigned timings listed below.
These changes will be rolled out through a phased implementation during the allotted maintenance periods.
Affected products: Support, Guide & Talk
| Date | POD | Start Time | End Time |
| Wed - Oct 15, 2025 | 26 (part 1*) |
01:00 UTC / 18:00 PDT (Oct 14) |
02:00 UTC / 19:00 PDT (Oct 14) |
| Thu - Oct 16, 2025 | 26 (part 2*) |
01:00 UTC / 18:00 PDT (Oct 15) |
04:00 UTC / 21:00 PDT (Oct 15) |
| Tue - Oct 21, 2025 | 15 |
17:00 UTC / 10:00 PDT |
23:00 UTC / 16:00 PDT |
| Tue - Oct 28, 2025 | 29 & 31 |
19:00 UTC / 12:00 PDT |
1:00 UTC (Oct 29) / 18:00 PDT |
| Wed - Oct 29, 2025 | 13 |
7:00 UTC / 0:00 PDT |
12:00 UTC / 5:00 PDT |
| Wed - Oct 29, 2025 | 18 & 30 |
19:00 UTC / 12:00 PDT |
1:00 UTC (Oct 30)/ 18:00 PDT |
| Thu - Oct 30, 2025 | 19 |
7:00 UTC / 0:00 PDT |
12:00 UTC / 5:00 PDT |
| Thu - Oct 30, 2025 | 17 |
19:00 UTC / 12:00 PDT |
1:00 UTC (Oct 31)/ 18:00 PDT |
| Tue - Nov 4, 2025 | 27 |
7:00 UTC / 0:00 PDT |
12:00 UTC / 5:00 PDT |
| Tue - Nov 4, 2025 | 28 |
19:00 UTC / 12:00 PDT |
1:00 UTC (Nov 5)/ 18:00 PDT |
| Wed - Nov 5, 2025 | 23 |
7:00 UTC / 0:00 PDT |
12:00 UTC / 5:00 PDT |
| Wed - Nov 5, 2025 | 25 |
17:00 UTC / 10:00 PDT |
23:00 UTC / 16:00 PDT |
| Thu - Nov 6, 2025 | 20 |
7:00 UTC / 0:00 PDT |
12:00 UTC / 5:00 PDT |
| Sat - Nov 8, 2025 (note) | All Pods |
17:00 UTC / 10:00 PDT |
21:00 UTC / 14:00 PDT |
*The subset of Owners and Admins in Pod 26 that will be affected by different windows will be notified via a service notification banner in the Support agent interface, containing their specific relevant dates. All other Owners and Admins will also see a banner up to 2 weeks prior to their Pod's window.
Expected behavior:
During the maintenance window, customers with data in the associated Pod may experience intermittent errors or performance degradation. Any features not actively being upgraded at that moment will behave normally. These issues will be brief and specific to certain features. Here are a few key points to note:
-
Intermittent errors: Errors should only affect specific features when a related database is being upgraded. Any single issue should resolve within less than 5 minutes.
- The most likely errors customers may encounter are 4xx or 5xx (internal server) errors.
- Feature-specific impact: The term “features” is used to clarify that at no point should an entire product go down. Instead, only certain tasks within a feature may experience errors.
- No data will be lost due to this process, and service will resume seamlessly once the upgrade completes.
-
Outside of the specific windows outlined in the table above, customers should not experience any service impact.
What do customers have to do?
Customers are not required to take any action. Since Zendesk features will be upgraded incrementally, only small portions of Zendesk’s capability will be offline at any given time. Here are some important points to keep in mind:
- Service availability: Zendesk products and services overall should remain active and functional throughout the maintenance period.
- Intermittent impact: While there may be multiple instances of brief errors, they will only affect specific tasks within features. Depending on the tasks a user attempts at specific times, it’s entirely possible to work through the entire window without experiencing any errors.
Why we're doing this:
From time to time, Zendesk needs to perform upgrades to underlying database technologies used to power its services. These upgrades are necessary to ensure performance, security and reliability.
Note: The conclusion date for this maintenance is established for December 1 to provide an opportunity for any required modifications or adjustments following the final scheduled window on November 8; however, such adjustments may not be necessary. This date serves as a precautionary placeholder.