SUMMARY
00:28 UTC | 17:28 PT
Between 23:26 UTC - 23:44 UTC we experienced increased error rates on Talk, Guide, and Support on pods 13 and 20. We are happy to report that the issue is now resolved and connectivity has been restored.
23:55 UTC | 16:55 PT
We are investigating increased error rates for Talk, Guide, and Support on pods 13 and 20. Our team is actively working on this at the moment. We appreciate your patience.
POST-MORTEM
On April 2nd, 2021, between 4:27 PM and 4:45 PM PDT some customers experienced intermittent periods of packet loss and increased latency for some Internet, Inter-region, and Direct Connect traffic destined to, and from, or traversing the Oregon (US-WEST-2) Region. Traffic within the Region was not impacted. The root cause for this event was a hardware failure on a network device on one of the network paths that connects the Oregon (US-WEST-2) region to the AWS global network. In order to prevent this from happening again in the future, AWS will will implement additional logic within their auto-remediation systems to detect this type of hardware failure and improve the time to remove the device from the network.
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.