Emergency Maintenance - April 8th, 2017 - Pods 5, 6 & 9

START: 05:30 PDT / 12:30 UTC
END: 09:30 PDT / 16:30 UTC

Zendesk will perform emergency maintenance which will impact performance for customers on Pods 5, 6, & 9 on Saturday, April 8th, 2017, between the hours of 05:30 - 09:30 PDT / 12:30 - 16:30 UTC.

Zendesk Support customers will experience a brief service disruption, followed by degraded performance for no more than 20 minutes at some time within the 4-hour maintenance window.

Affected products: Support and Help Center

Expected behavior: The Support and Help Center interfaces will be unreachable for several minutes, and you and your users may experience slow page loads and sluggish response times for several more minutes thereafter. Inbound and outbound communications will still be queued and processed normally during this period.

Why we're doing this: Zendesk engineering is augmenting our existing network infrastructure to support the ongoing demand of our service. We will increase connections per second (CPS) for ingress traffic, redirecting inbound connections through a more robust and efficient hardware solution.

Recent service incidents are attributed to exceeding an unforeseen limitation on our firewall during connection surges. These surges derive from application reconnection attempts behind our firewall. To mitigate this failure from reoccurrence, we will be implementing a new, more robust firewall solution that will support 20x the current amount of CPS allowance.

In addition to augmenting the East Coast network infrastructure, we plan to implement the same hardware solution in all Zendesk service delivery points as part of our global standard.