Kustomer incident
Reported Third Party Event affecting AIC and AIR Observability (PROD 1)
Resolved after 2 hours 4 minutes, on December 2, 2025.
A third party incident has been resolved affecting PROD 1 AI conversations (both AIC and AIR) to not include trace logs. Functionality has returned in this area Please reach out to Kustomer support through Chat or Email if you have additional questions or concerns.
Update timeline
- monitoring Dec 02, 2025, 10:44 PM UTC
Kustomer is aware of an event reported by one of our third party vendors affecting the observability of AI Agent for Reps and AI Agent for Customers that may cause trace logs to not show up in AI Agent logs within conversations. Our team is monitoring the incident, and working with the vendor where possible to resolve the issue. Please expect further updates within the next 3 hours, and reach out to Kustomer support over Chat or Email if you have additional questions or concerns.
- resolved Dec 03, 2025, 12:49 AM UTC
A third party incident has been resolved affecting PROD 1 AI conversations (both AIC and AIR) to not include trace logs. Functionality has returned in this area Please reach out to Kustomer support through Chat or Email if you have additional questions or concerns.
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