11:13 UTC | 03:13 PT
The issues affecting access to Support and Guide on POD13 have been resolved.
10:59 UTC | 02:59 PT
Our Operations team continue to monitor the issues affecting access to Support and Guide for POD13 accounts. Thank you for your patience!
10:37 UTC | 02:37 PT
We are currently experiencing issues with access to Support and Guide for accounts on POD13. Thank you for you patience!
While performing a maintenance upgrade on edge routers and attempting to route traffic from POD 13 to our east coast data center, a routing issue caused customers to be unable to access Zendesk Support and Guide, resulting in green screens. After the upgrade completed, network routing recovered and the issue was resolved. In order to prevent this from happening again in the future, we will be updating our traffic routing playbook, investigating AWS and east coast data center routing dependencies, and improving our tunnel monitoring.
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.