10:11 UTC | 03:11 PT
We're happy to confirm that the performance issues affecting Pod 17 have been resolved
09:53 UTC | 02:53 PT
We are already seeing improvement on the Pod17 performance issues due to an AWS incident, more to follow.
09:07 UTC | 02:07 PT
We are monitoring and following up with AWS and awaiting restoration of services. We will update once the underlying issue is resolved.
08:37 UTC | 01:37 PT
We are still investigating performance issues that are impacting POD17 that are related to AWS, more information to follow.
08:04 UTC | 01:04 PT
We're continuing to investigate performance issues on Pod 17.
07:45 UTC | 00:45 PT
We are investigating performance issues on POD 17, further updates to follow shortly.
During this incident, Support users on Pod 17 received an error message stating "Your request experienced a server error” and were unable to access their Zendesk account. Inbound emails were also delayed. This incident was the result of an AWS outage in the EU-WEST-1 Region. We are working with AWS to ensure that remediation items are completed to prevent this from happening again including improving auto-mitigation via improved health checks, correcting network configuration and enhancing monitoring for latent configuration errors, and enabling deep network health checks for direct connect.
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.