Update: Scheduled Chat maintenance ended at 13:30 UTC on Sunday, 20 May, 2018.
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 SOC2 and other certification programs Zendesk maintains. Additionally, 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 May 20th, 2018.
Start: 1:00 am UTC Sunday, 20 May (local timezone)
End: 1:00 pm UTC Sunday, 20 May (local timezone)
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. If you have any questions or concerns, please email us at firstname.lastname@example.org. We apologize for any inconvenience caused.
Further Details on Zendesk Chat Environment Changes
In June of last year, the primary production environment for Zendesk Chat was moved out of our Dublin colocation Data Center and into Frankfurt AWS. This left our Dublin colocation DC as our Disaster Recovery (DR) environment. With our ultimate goal being a cross-regional AWS setup, the time has finally come to remove all dependencies on the Dublin colocation DC and bring Zendesk Chat traffic into our new Dublin AWS environment. With this move, we will be fully running on AWS infrastructure with all the benefits this brings. AWS is a proven Tier 1 partner and offers many opportunities to leverage enhance scalable and reliable infrastructure. Among many other benefits, this will allow more streamlined failover capability between the two sites/regions and allow the Chat infrastructure to leverage the ongoing stability, reliability and capability that AWS infrastructure delivers.