Scheduled Maintenance - March 28-29, 2026 | Explore Production - Aurora PostgreSQL Version Upgrade

<p class="wysiwyg-text-align-justify"><span style="color: #424242;">Zendesk will perform critical maintenance impacting </span><span style="color: #111827;">all Explore product customers</span><span style="color: #424242;"> between </span><span style="color: #111827;">March 28, 2026, 08:00 UTC and March 29, 2026, 17:00 UTC</span><span style="color: #424242;">.</span><br><br><span style="color: #111827;"><strong>Affected Products:</strong></span><span style="color: #424242;"> Explore (All Pods)</span></p><div class="note wysiwyg-text-align-justify">
<span class="notetitle"><strong>Important:</strong></span> All Explore product customers will be impacted during this maintenance window, however, the actual disruption will be less than 5 minutes.</div><div class="tip wysiwyg-text-align-justify">
<span style="color: #111827;"><strong>Customers Affected:</strong></span><span style="color: #424242;"> All Explore users may experience brief service interruptions causing database connection failures and internal server error messages during the maintenance window.</span>
</div><div><figure class="wysiwyg-table" style="width: 100%;"><table class="wysiwyg-table-resized">
<colgroup>
<col style="width: 25%;">
<col style="width: 16%;">
<col style="width: 27%;">
<col style="width: 32%;">
</colgroup>
<tbody>
<tr>
<td style="text-align: center;"><span style="color: #111827;"><strong>Date</strong></span></td>
<td style="text-align: center;"><span style="color: #111827;"><strong>Product</strong></span></td>
<td style="text-align: center;"><span style="color: #111827;"><strong>Start Time (UTC)</strong></span></td>
<td style="text-align: center;"><span style="color: #111827;"><strong>End Time (UTC)</strong></span></td>
</tr>
<tr>
<td><p class="wysiwyg-text-align-center"><span style="color: #424242;">March 28, 2026</span></p></td>
<td><p class="wysiwyg-text-align-center"><span style="color: #424242;">Explore</span></p></td>
<td><p class="wysiwyg-text-align-center"><span style="color: #424242;">08:00</span></p></td>
<td><p class="wysiwyg-text-align-center"><span style="color: #424242;">March 29, 2026 17:00</span></p></td>
</tr>
</tbody>
</table></figure></div><h4 class="wysiwyg-text-align-justify" id="h_01KKB2NN3A4D69MB6YGAMXVTWW"><span style="color: #111827;"><strong>Expected behavior:</strong></span></h4><p class="wysiwyg-text-align-justify"><span style="color: #424242;">During the maintenance window, customers may experience database connection issues and availability-related internal server errors for a period of less than 5 minutes. User interfaces that depend on Explore may show transient errors or slow responses during this time. Other Zendesk services not reliant on Explore’s database will continue to function normally.</span></p><h4 class="wysiwyg-text-align-justify" id="h_01KKB2NF5KW14HZ3TPK117309B"><span style="color: #111827;"><strong>What do customers have to do?</strong></span></h4><p class="wysiwyg-text-align-justify"><span style="color: #424242;">No action is required from customers. We recommend minimizing critical Explore queries during the maintenance window if possible to reduce the chance of encountering errors.</span></p><h4 class="wysiwyg-text-align-justify" id="h_01KKB2NF5MKXQY0F3RF5MS2ZWH"><span style="color: #111827;"><strong>Why we're doing this:</strong></span></h4><p class="wysiwyg-text-align-justify"><span style="color: #424242;">The Zendesk Explore team is performing a version upgrade of the Aurora PostgreSQL database to enhance reliability, security, and performance of our analytics platform.</span></p><p class="wysiwyg-text-align-justify"> </p><p class="wysiwyg-text-align-justify"> </p>