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Kustomer Incident History

Operational

kustomer.com ↗6 top-level components

checked Oct 24, 2026 2:53 AM UTC · Kustomer's official status page

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Kustomer incident history

1 report published by Kustomer in the last 30 days

September 9, 2026

[Kustomer Voice] Unable to Dial Outbound Calls - All PRODS

Last update

  1. postmortemOct 2 · 17:55 UTC

    Summary

    On September 9, 2026, a service event prevented users from initiating some outbound Voice calls. When affected users selected Call, the call did not begin.

    Impact

    The event affected outbound Voice call initiation for four organizations. Other Voice workflows may have continued to operate normally. No data loss or security impact has been identified.

    Timeline

    • September 9, 12:27 PM ET: A Voice application update was released.
    • September 9, approximately 2:00 PM ET: Reports of affected outbound calls began.
    • September 9, approximately 3:19 PM ET: Mitigation began.
    • September 9, approximately 3:30 PM ET: Outbound Voice calling was restored.

    Root Cause

    A Voice application update caused some outbound call attempts to fail. The affected update was rolled back.

    Resolution

    The affected update was rolled back, restoring outbound Voice calling for affected users. The incident investigation is complete.

    Preventative Actions

    • Improve recovery procedures to reduce service restoration time during future service events.
    • Add validation coverage for supported outbound-calling configurations before future releases.
    • Improve monitoring, internal alerting, and user feedback when a call cannot be initiated.

Reported by Kustomer on their status page.