# Sigma Computing: Major incident: Chat Support experiencing 3rd party outage

**Summary:** Sigma Computing’s major chat support outage ran from 2026-01-09 20:33 UTC to 2026-01-09 22:23 UTC, lasting 1 h 49 min. Third-party provider Intercom experienced an outage and reported implementing a fix; Sigma confirmed chat support was fully operational at resolution. Customers were directed to submit support tickets for urgent requests and warned of slower responses. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-01-09 20:33 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/1dqmhcp9czgt](https://stspg.io/1dqmhcp9czgt)
- [Company: Sigma Computing](https://rewindex.com/company/sigma-computing.md)
- Versions: before (none: first archived) → after incident\_version:77/b98pjtb6rfr6@abf6e17380b9
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Chat Support experiencing 3rd party outage
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-01-09 20:33 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-01-09 22:23 UTC
```

**6. Added: Update** (investigating) · 2026-01-09 20:33 UTC

```diff
+ Our 3rd party chat system Intercom is currently experiencing an outage as listed here https://www.intercomstatus.com/us-hosting.  If you have an urgent request that requires immediate attention while this outage is ongoing, please go to https://support.sigmacomputing.com and press "Submit a Request" to submit a ticket. Expect response times being slower than usual.   We apologize for this inconvenience and will update this page as the situation develops.
```

**7. Added: Update** (monitoring) · 2026-01-09 21:12 UTC

```diff
+ Our 3rd party system has updated their incident saying a fix has been implemented. Sigma support team has noticed that the chat application is currently online and our Support Engineers are online but we will continue monitoring for any up new development.
```

**8. Added: Update** (investigating) · 2026-01-09 21:15 UTC

```diff
+ We are continuing to investigate this issue.
```

**9. Added: Update** (monitoring) · 2026-01-09 21:18 UTC

```diff
+ Our 3rd party system has updated their incident saying a fix has been implemented. Sigma support team has noticed that the chat application is currently online and our Support Engineers are online but we will continue monitoring for any up new development.
```

**10. Added: Update** (resolved) · 2026-01-09 22:23 UTC

```diff
+ Our 3rd party vendor has updated their incident marking it as now resolved. We have confirmed that our chat support system is fully operational and our technical support engineers are available there.  We will mark this incident as resolved as well. Again we apologize for the inconvenience this has caused, and appreciate your understanding.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-01-09 20:33 UTC | Major incident: Chat Support experiencing 3rd party outage (this change) | outage |

All Sigma Computing changes: [timeline](https://rewindex.com/company/sigma-computing/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i37c8dbc131171b · Markdown: https://rewindex.com/change/i37c8dbc131171b.md · JSON: https://rewindex.com/api/v1/changes/i37c8dbc131171b · Generated 2026-10-18T00:38:50.258Z