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Is Kustomer Down?

No — Kustomer is up

Reachable from all 8 checked regions

Average response time: 575ms

Last checked · checks run every 6 hours

Official status page: https://status.kustomer.com

Kustomer uptime

100%
Last 7 days
99.72%
Last 30 days
99.72%
Last 90 days
486ms
Avg response, 30 days

Measured from multiple regions every 6 hours. Percentages count only checks that returned an availability answer — 24 days measured so far. A dash means that window does not yet hold enough measured days to publish a figure.

30-day history

12-day clean streak
Aug 22: no data
Aug 23: no data
Aug 24: no data
Aug 25: no data
Aug 26: no data
Aug 27: no data
Aug 28: 100.00% uptime, 16 checks
Aug 29: 100.00% uptime, 32 checks
Aug 30: 100.00% uptime, 32 checks
Aug 31: 100.00% uptime, 32 checks
Sep 1: 100.00% uptime, 32 checks
Sep 2: 100.00% uptime, 30 checks
Sep 3: 100.00% uptime, 24 checks
Sep 4: 95.83% uptime, 24 checks
Sep 5: 100.00% uptime, 30 checks
Sep 6: 100.00% uptime, 21 checks
Sep 7: 100.00% uptime, 30 checks
Sep 8: 97.50% uptime, 40 checks
Sep 9: 100.00% uptime, 32 checks
Sep 10: 100.00% uptime, 32 checks
Sep 11: 100.00% uptime, 32 checks
Sep 12: 100.00% uptime, 30 checks
Sep 13: 100.00% uptime, 32 checks
Sep 14: 100.00% uptime, 32 checks
Sep 15: 100.00% uptime, 32 checks
Sep 16: 100.00% uptime, 32 checks
Sep 17: 100.00% uptime, 32 checks
Sep 18: 100.00% uptime, 32 checks
Sep 19: 100.00% uptime, 32 checks
Sep 20: 100.00% uptime, 16 checks
Aug 22 Today
No downtime Partial Downtime Not measurable No data

Reachability by region

Each region runs its own request from a different part of the world. A service can be up for one continent and down for another, which is usually the first sign of a routing or CDN problem.

ams
447ms
DNS 154ms TCP 1ms TLS 19ms TTFB 437ms
arn
610ms
DNS 203ms TCP 1ms TLS 10ms TTFB 498ms
nrt
676ms
DNS 184ms TCP 1ms TLS 12ms TTFB 471ms
ord
320ms
DNS 126ms TCP 10ms TLS 18ms TTFB 287ms
sin
751ms
DNS 227ms TCP 3ms TLS 9ms TTFB 535ms
sjc
324ms
DNS 114ms TCP 1ms TLS 12ms TTFB 315ms
syd
829ms
DNS 266ms TCP 0ms TLS 8ms TTFB 607ms
yyz
648ms
DNS 268ms TCP 12ms TLS 33ms TTFB 607ms

What Kustomer does

Kustomer is a customer service platform that merges email, chat, SMS and social messaging into a single conversation timeline per customer. Support teams work tickets in its web client while automations route and escalate. Because it terminates several external messaging channels, an incident can silence one inbound route while the rest of the queue keeps moving.

What an outage looks like

The web client fails to load or conversations stop updating in real time. More often the failure is partial: one channel goes quiet while others work, so chats stop arriving but email tickets keep landing. Search, Exports and Analytics are reported separately from the client, so reporting can break while agents answer normally. Notifications may stop without any visible error.

What to do about it

Open status.kustomer.com and identify your instance first: Kustomer lists Prod1 (US), Prod2 (EU) and Prod4 (IN) as separate groups. Then check the specific channel, since Chat, Email, SMS, WhatsApp, Facebook and Instagram are individual components. The page also reports third-party dependencies including PubNub and OpenAI, so an incident may be upstream of Kustomer rather than inside it.

Is it down for everyone, or just you?

If this page says Kustomer is up but it is not loading for you, the problem is between you and them. Run a check against any URL from up to 18 cities across three regions to find out where it breaks.

Test it yourself

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Kustomer outage FAQ

Chat stopped but email tickets still arrive. Is Kustomer down?
Partly, and that pattern is expected. Kustomer reports Channel - Chat, Channel - Email, Channel - SMS, Channel - WhatsApp, Channel - Facebook and Channel - Instagram as separate components. An incident scoped to one channel leaves the others delivering into the same queue, so agents keep working while one inbound route is silent. Check the individual channel row rather than the overall banner.
Which Kustomer instance am I on?
Kustomer runs separate production instances listed as Prod1 (US), Prod2 (EU) and Prod4 (IN), each with its own components for API, Web Client, Search, Workflow and the messaging channels. An incident on the EU instance does not affect US accounts. Your account region determines which group to read, and checking the wrong one is the usual cause of apparent contradictions.
Is the outage actually Kustomer's fault?
Not always. Kustomer publishes a Third Party group on its status page that includes PubNub and OpenAI. PubNub carries real-time delivery, so a PubNub incident shows up as chats and timeline updates failing to appear even though Kustomer's own components are healthy. Reading that group first often explains a partial failure faster than the main component list.
Will messages sent during the outage be lost?
Kustomer does not publish queue behaviour per channel, so treat it as unconfirmed rather than assuming messages were dropped. External channels such as WhatsApp and SMS have their own retry behaviour at the provider end, which is outside Kustomer's control. Once the channel component is reported operational, check for a backlog arriving late before telling customers to resend.
Reports and exports are failing but agents can work. Why?
Analytics, Exports, Bulk Jobs and Search are listed as components separate from the Web Client. Those run on different infrastructure to the live conversation path, so an incident can stop a scheduled export or degrade search while agents answer conversations normally. Retry an export after the component is marked operational rather than queuing several attempts during the incident.

How we measure this

  • We request Kustomer's public endpoint every 6 hours from Fly.io regions across six continents — the most recent check ran from 8 of them.
  • A region counts as down only when it gets no usable HTTP response. A 403 or 429 means the origin answered and refused us, which we report as blocked, never as an outage.
  • A single failing region is treated as probe noise. We only change the verdict when two consecutive cycles agree.
  • Response times average only the regions that actually served the page, so a timeout never inflates the number.
  • Where Kustomer publishes an official status feed we read it too. An all-clear from the vendor can soften an unconfirmed degradation; a vendor-declared outage only worsens our verdict when our own checks corroborate it.

Get alerted when Kustomer goes down

This page refreshes every 6 hours. Your own monitors run as often as every 30 seconds, from up to 18 cities across three regions, and tell you the moment something breaks.

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