As part of our commitments to our customers, periodically we need to ensure we maintain system performance, reliability, security, and stability of the Zendesk Chat infrastructure. Annual Disaster Recovery testing is a Compliance requirement for our SOC 2 and other certification programs Zendesk maintains. Also, this testing is crucial as we continue to focus on our Reliability and Stability efforts.
To perform these activities, a maintenance window has been scheduled for June 04th, 2017.
Impact: At the beginning of the 12-hour period, customers will experience unavailability of both the chat widget and dashboard for several minutes. Subsequently, the service is expected to remain available throughout the remainder of the maintenance window.
Best case scenario: After the initial unavailability of the chat widget and the chat dashboard, the environment is expected to remain stable. Customers may experience minor disruptions, including brief agent logouts and chat disconnects which can be remedied with a refresh.
Worst case scenario: After the initial unavailability of the chat widget and the chat dashboard, agents could be disconnected for shorter spans during the entire duration of the maintenance window. Also, closed chats will not reconnect automatically and in progress chats might be lost.
For real-time updates on service status, please follow Zendesk Chat on our Status Page or Twitter We’ll also update our Announcements Help Center regularly during the maintenance window. If you have any questions or concerns, please email us at email@example.com. We apologize for any inconvenience this may cause.
Further Details on Zendesk Chat Environment Changes
The majority of Zendesk Chat infrastructure is currently housed in one of our Dublin colocation data centers. To ensure better system performance, reliability, security, and stability we are moving to an AWS cross-regional model.
The Zendesk Chat DR environment is currently being served out of AWS. As this has been enhanced and maintained as production ready, once we failover to this location on June 4th, it will become Zendesk Chat’s primary production environment. This in turn will mean that our current production environment in the colocation data center will become our Disaster Recovery (DR) environment. Once we have failed over into the primary production environment, located in AWS, our engineering and operations teams will commence building out a second AWS location instance of the Zendesk Chat environment. Once the second AWS production environment is fully operational, the co-location environment will be decommissioned and we will be fully operational in multiple regions across AWS’s infrastructure. Among many other benefits, this will allow seamless failover capability between the two regions and allow the Chat infrastructure to leverage the ongoing stability, reliability and capability AWS’s infrastructure delivers. This work is planned to be completed in the second half of 2017.