We are aware of an issue affecting outbound message delivery through our Instagram and Facebook integrations. Some customers may experience failures when sending replies. Our team is investigating the root cause and working on a resolution. We will provide updates as more information becomes available
Legacy Incident Archive
31 archived records restored. These records predate source-at-observation attestation. They are shown as historical ServiceAlert records only and do not establish a provider-reported incident, resolution, duration, or current active state.
August 2026
Analytics data missing since the 14th of August for EMEA region
minorSource not attested
Last archived state: resolved
View archived record details
EU Hosted CommunitiesAnalytics
monitoring
The missing analytics data for August 14–16 has been successfully restored. We are continuing to monitor the next processing cycle to ensure reporting remains current.
monitoring
We have identified and fixed an issue affecting analytics since the 14th of August, we are working on backfilling the data.
July 2026
Missing Community Analytics and Bulk Data API Data in the EU Region
minorSource not attested
Last archived state: resolved
View archived record details
monitoring
The data backfill has been completed successfully. We are currently validating that all missing Community Analytics and Bulk Data API data has been fully restored in the EU region. We will continue monitoring the service.
identified
The data backfill is currently in progress, and we are continuing to monitor the recovery of Community Analytics and Bulk Data API data in the EU region.
We will provide another update once the backfill has been completed and data recovery has been validated.
identified
The issue has been identified, and a backfill for the missing data has been initiated.
investigating
We have identified an issue affecting daily processing for Community Analytics and Bulk Data API data in the EU region. Some customers may see missing or delayed analytics data since July 27, 2026.
We are working to restore the affected data and will provide an update once recovery has been validated.
US Care Analytics/Search Service Degradation
majorSource not attested
Last archived state: resolved
View archived record details
identified
We are continuing to restore a component that supports Care Analytics and certain CRM integration functions. Service availability is improving as restoration progresses.
During this time, some users may experience intermittent errors when loading linked CRM records or field mappings in the CRM integration panel. Care Analytics data may also be delayed, unavailable, or incomplete while recovery is completed.
identified
We are currently investigating an issue impacting US Care Analytics/Search. The root cause has been identified, and mitigation efforts are underway. We will provide further updates as progress is made.
A fix has been implemented and we are monitoring the results.
investigating
We are investigating degraded performance across the EU region causing intermittent Flow-to-Care failures, which may prevent bot handoffs, customer responses, workqueue updates, and timer/resolve actions from completing reliably.
Khoros Care (EU region) - Degraded Performance
majorSource not attested
Last archived state: resolved
View archived record details
monitoring
We have applied infrastructure fixes overnight during a low-traffic window. Since this morning, performance metrics for EU Care have returned to normal and remained stable through peak hours. We are actively monitoring throughout the day to confirm stability. Additional preventive maintenance is scheduled for the coming weekend during off-peak hours.
identified
We have identified the cause of the current issue and are applying immediate fixes to reduce the impact. Additional permanent fixes will be implemented over the weekend to fully resolve the problem. We will continue to share updates as they become available.
investigating
We are investigating intermittent delays affecting some Khoros Care customers, where new contacts may take longer than usual to appear in queues, queue counts may display inaccurately, and agent actions such as assigning cases or posting responses may be slow. Message ingestion is not affected and no data is lost — these issues impact visibility and agent workflow only. Our team is actively working to resolve this and will share updates as they become available.
Khoros Care - Platform Login Interruption
majorSource not attested
Last archived state: resolved
View archived record details
monitoring
We are continuing to monitor the platform following the implemented fix. Current results remain stable, and we will provide another update if any additional action is required.
monitoring
We are continuing to monitor the platform after the implemented fix. Current results remain stable, and we will keep monitoring to ensure the login functionality continues operating as expected.
monitoring
Our engineering team has implemented a fix for this and we are monitoring to confirm stability.
identified
There is an issue affecting users' ability to log in to the platform.
Our engineering team has identified the cause and is actively working on a resolution to restore normal service
June 2026
Unable to load chat or send messages for APAC users
criticalSource not attested
Last archived state: resolved
View archived record details
monitoring
We continue monitoring the results of the implemented fix
monitoring
A fix has been implemented and we are monitoring the results.
identified
We have identified an issue that are causing some of our users facing issues with sending and loading messages. Our infrastructure team is working on this with highest priority.
Community-to-Care Ingestion Issue
minorSource not attested
Last archived state: resolved
View archived record details
monitoring
Our team has identified the root cause of the issue and applied a fix. The service is currently recovering, and we are actively monitoring to ensure full stability.
investigating
We are currently investigating an issue with Community to Care ingesting for the US tenants. Customers may see new Community posts and replies appear in Care with significant delays or not appear at all. Our team is actively investigating.
Delays with EU Community-to-Care ingestion
minorSource not attested
Last archived state: resolved
View archived record details
monitoring
We are continuing to monitor the service after the earlier mitigation.
Recovery activities and validation remain in progress, and some previously affected Community content may still appear in Care with delays while the remaining backlog is processed.
monitoring
We are monitoring the service following mitigation of the earlier ingestion issue. Some content created during the incident window may still appear in Care with delay while backfill and validation continue.
identified
We have restored real-time Community-to-Care ingestion for affected EU tenants. Some content created earlier may still appear late or remain temporarily unavailable in Care while we complete recovery and validation. We are continuing to monitor the service and work through the remaining impacted items.
investigating
We are investigating an issue affecting Community-to-Care ingestion for some EU tenants. Customers may see new Community posts and replies appear in Care with significant delays or not appear at all. Our team is actively investigating.
Missing Care Message Analytics
minorSource not attested
Last archived state: resolved
View archived record details
monitoring
We continue to monitor the communities and ensure that the services have been fully re-established.
monitoring
The issue has been resolved. We continue to monitor the communities and ensure that the services have been fully re-established.
investigating
We are currently investigating an issue affecting Care Message Analytics, resulting in incomplete analytics data. We will provide updates as the investigation progresses.
