Is Kustomer Down?

No — Kustomer is up

Kustomer's status page: Operational · no open incidents
FlareWarden checks: Website reachable · 8 of 8 regions · 569 ms

Right now

The verdict is the worse of these two. How we decide

Kustomer's status page

status.kustomer.com · read 3 minutes ago · checked every 3 minutes

Operational

Kustomer's components, as its status page reports them
Component	Status
Kustomer Voice	Operational
Regional Incident	Operational
PubNub	Operational
OpenAI	Operational
Channel - Facebook	Operational
Channel - Instagram	Operational
Channel - SMS	Operational
Channel - WhatsApp	Operational

48 locations All operational

Open their status page

FlareWarden checks

kustomer.com from 8 regions · when you open this page (at most every 30 minutes), otherwise every 6 hours

Reachable

Regions up: 8 of 8
Response: 569 ms
Checked: 2 hours ago

By region

Amsterdam reachable, 403 ms
Chicago reachable, 349 ms
San Jose reachable, 358 ms
Singapore reachable, 885 ms
Stockholm reachable, 399 ms
Sydney reachable, 1333 ms
Tokyo reachable, 453 ms
Toronto reachable, 372 ms

Timing by region

Connection timing for each region that loaded the page
Region	DNS	TCP	TLS	TTFB
Amsterdam	75 ms	4 ms	18 ms	297 ms
Chicago	183 ms	1 ms	24 ms	322 ms
San Jose	132 ms	7 ms	9 ms	332 ms
Singapore	144 ms	2 ms	11 ms	661 ms
Stockholm	63 ms	1 ms	11 ms	280 ms
Sydney	205 ms	1 ms	8 ms	1113 ms
Tokyo	47 ms	1 ms	10 ms	445 ms
Toronto	140 ms	11 ms	44 ms	337 ms

We check that kustomer.com loads, not every feature behind it. Test it yourself

History

Incidents Kustomer reported

Since Oct 22, 15 days · from status.kustomer.com

Incidents: 1
Major or critical: 0
Median to resolve: 1h 9m

Workflows delays in processing PROD2
minor · Nov 3
lasted 1h 9m

Kustomer website availability

Measured by FlareWarden · kustomer.com

Last 7 days: 100%
Last 30 days: 100%
Last 90 days: 100%
Avg response, 30 days: 569ms

Last 30 days

70-day clean streak

Oct 7 Today

No downtime Partial Downtime Not measurable No data

Measured by FlareWarden's own checks of kustomer.com from multiple regions every 6 hours. Kustomer's status page sets the verdict above when it reports trouble, but never these figures. Percentages count only checks that returned an availability answer — 70 days measured so far. A dash means that window does not yet hold enough measured days to publish a figure.

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 17 cities across three regions to find out where it breaks.

Test it yourself

Related services

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. When you open this page and our last check is more than 30 minutes old, we check again on the spot; those checks update the verdict, never the availability figures.
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. Our checks only change their 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, and the verdict is the worse of what it reports and what our checks see: a major outage of Kustomer itself is Down, trouble with one part of it is Degraded, problems at a few of a provider's many locations change nothing, and a security notice that marks nothing down is shown but changes nothing either. We check the feed every 3 minutes and read it again within minutes of any change to its incidents or components; a reading counts for 45 minutes after the last check that found nothing changed. The availability figures above are our measurement alone.

Get alerted when Kustomer goes down

We check Kustomer every 6 hours, and again when you open this page if that was more than 30 minutes ago. Your own monitors run as often as every 30 seconds, from up to 17 cities across three regions, and tell you the moment something breaks.

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