03:57 UTC | 20:57 PT
We’re happy to report that the performance incident for Guide has been resolved. Please reload your Guide and let us know if you experience any issues. Thank you.
03:44 UTC | 20:44 PT
We are seeing continued performance improvement on Guide for some Pod 13 customers. Please let us know if issues continue to persist so we can investigate further.
03:14 UTC | 20:14 PT
We are seeing some improvements on Guide performance for some Pod 13 customers. We continue to work to mitigate these issues.
02:52 UTC | 19:52 PT
Our Operations team continue to investigate the issues impacting Guide for some Pod 13 customers. Thank you for your patience.
02:32 UTC | 19:32 PT
We are currently investigating loading issues on Help Center on Pod 13.
Total impact duration: Thirty six minutes.
On Wednesday 9th at 02:01:05 UTC / 7:01:05 PM PT (Aug 8th), we started receiving reports of Guide not being accessible for our Pod 13 customers.
This was due to a web server connection routing issue which saturated the resources available on the cluster level.
Temporarily reallocating the web server worker connections allowed Guide to recover and be available again for Pod 13 customers.
In order to avoid a repeat of this specific scenario in future, the configuration of our load balancers and web server workers has been adapted to better handle drastic changes in inbound traffic.
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.