Zendesk will perform emergency maintenance which will impact performance for customers on Pods 7 & 11 on Saturday, April 1st 2017 between the hours of 8:00 AM - 12:00 PM PDT / 15:00 - 19:00 UTC.
Zendesk engineering is augmenting our existing network infrastructure to support the ongoing demand of our service. We will increase connections per second (CPS) for ingress traffic; redirecting inbound connections through a more robust and efficient hardware solution.
Recent service incidents are attributed to exceeding an unforeseen limitation on our firewall during connection surges. These surges derive from application reconnection attempts behind our firewall. To mitigate this failure from reoccurrence, we will be implementing a new, more robust firewall solution that will support 20x the current amount of (CPS) allowance.
Zendesk customers may experience brief service disruption and degraded performance during the actual redirection of inbound traffic to our new firewall. We expect this portion of the maintenance to be no more than 10 minutes sometime in the 4 hour maintenace window.
In addition to augmenting the network infrastructure, we plan to implement the same hardware solution in all Zendesk service delivery points as part of our global standard.
For the latest version read the article on the Zendesk Help Center.