Scheduled Maintenance - Oct 15 ~ Nov 8, 2025 | All Pods | Support, Guide, Contact Center & Talk - Database upgrade

Yesterday (March 9, 2026) a system error sent out a notification regarding this maintenance. If you received a notification email it is not referencing a new maintenance, it was simply sent out in error. We have made adjustments to our process to prevent this from recurring, and are sorry for any confusion.

Zendesk will perform scheduled database maintenance between October 15 and Dec 1, 2025 as part of a critical version upgrade to the “AWS Aurora” software. This will affect database clusters in all Zendesk regions and Support, Guide, Contact Center & Talk products between the dates previously mentioned, with different Pods affected in assigned timings listed below.

These changes will be rolled out through a phased implementation during the allotted maintenance periods.

Affected products: Support, Guide, Contact Center & Talk

Customers Affected: All customers across all Pods using the above affected products, within different dates and times listed below. Please refer to the "Expected behavior" for further information.

Date | POD | Start Time | End Time

Wed - Oct 15, 2025

26 (part 1*)

01:00 UTC /
18:00 PDT (Oct 14)

02:00 UTC /
19:00 PDT (Oct 14)

Thu - Oct 16, 2025

26 (part 2*)

01:00 UTC /
18:00 PDT (Oct 15)

04:00 UTC /
21:00 PDT (Oct 15)

Tue - Oct 21, 2025

15

17:00 UTC /
10:00 PDT

23:00 UTC /
16:00 PDT

Tue - Oct 28, 2025

29 & 31

19:00 UTC /
12:00 PDT

1:00 UTC (Oct 29) /
18:00 PDT

Wed - Oct 29, 2025

13

7:00 UTC /
0:00 PDT

12:00 UTC /
5:00 PDT

Wed - Oct 29, 2025

18 & 30

19:00 UTC /
12:00 PDT

1:00 UTC (Oct 30)/
18:00 PDT

Thu - Oct 30, 2025

19

7:00 UTC /
0:00 PDT

12:00 UTC /
5:00 PDT

Thu - Oct 30, 2025

17

19:00 UTC /
12:00 PDT

1:00 UTC (Oct 31)/
18:00 PDT

Tue - Nov 4, 2025

27

7:00 UTC /
23:00 PDT (Nov 3)

12:00 UTC /
4:00 PDT

Tue - Nov 4, 2025

28

19:00 UTC /
11:00 PDT

1:00 UTC (Nov 5)/
17:00 PDT

Wed - Nov 5, 2025

23

7:00 UTC /
23:00 PDT (Nov 4)

12:00 UTC /
4:00 PDT

Wed - Nov 5, 2025

25

17:00 UTC /
9:00 PDT

23:00 UTC /
15:00 PDT

Thu - Nov 6, 2025

20

7:00 UTC /
23:00 PDT (Nov 5)

12:00 UTC /
4:00 PDT

Sat - Nov 8, 2025

All Pods

17:00 UTC /
9:00 PDT

21:00 UTC /
13:00 PDT

*The subset of Owners and Admins in Pod 26 that will be affected by different windows will be notified via a service notification banner in the Support agent interface, containing their specific relevant dates. All other Owners and Admins will also see a banner up to 2 weeks prior to their Pod's window.

Expected behavior:

During the maintenance window, customers with data in the associated Pod may experience intermittent errors or performance degradation. Any features not actively being upgraded at that moment will behave normally. These issues will be brief and specific to certain features. Here are a few key points to note:

Intermittent errors: Errors should only affect specific features when a related database is being upgraded. Any single issue should resolve within less than 10 minutes.

The most likely errors customers may encounter are 4xx or 5xx (internal server) errors.

Feature-specific impact: The term “features” is used to clarify that at no point should an entire product go down. Instead, only certain tasks within a feature may experience errors.

Tickets (created or updated within the maintenance period) that should be considered for routing via Omnichannel Routing may be left unrouted, and will need to be assigned manually.

No data will be lost due to this process, and service will resume seamlessly once the upgrade completes.

Outside of the specific windows outlined in the table above, customers should not experience any service impact.

What do customers have to do?

Customers are not required to take any action. Since Zendesk features will be upgraded incrementally, only small portions of Zendesk’s capability will be offline at any given time. Here are some important points to keep in mind:

Service availability: Zendesk products and services overall should remain active and functional throughout the maintenance period.

Intermittent impact: While there may be multiple instances of brief errors, they will only affect specific tasks within features. Depending on the tasks a user attempts at specific times, it’s entirely possible to work through the entire window without experiencing any errors.

Why we're doing this:

From time to time, Zendesk needs to perform upgrades to underlying database technologies used to power its services. These upgrades are necessary to ensure performance, security and reliability.