# Pendo: Major incident: NPS Email Backup disabled in US region

**Summary:** Pendo’s major US-region NPS Email Backup incident started 2025-06-17 13:21 UTC and lasted 26 h 56 min, resolving 2025-06-18 16:17 UTC. Pendo said backup delivery was disabled around 7:25 AM UTC. NPS emails were re-enabled and the root issue resolved; delayed emails were due for release by end of day Eastern Time. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-06-17 13:21 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/v5k5v44mpb9x](https://stspg.io/v5k5v44mpb9x)
- [Company: Pendo](https://rewindex.com/company/pendo.md)
- Versions: before (none: first archived) → after incident\_version:56/mj9s8fvn6x27@0e98e4086f95
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ NPS Email Backup disabled in US region
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-06-17 13:21 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-06-18 16:17 UTC
```

**6. Added: Affected components**

```diff
+ Guides - NPS Email, NPS Email
```

**7. Added: Update** (identified) · 2025-06-17 13:21 UTC

```diff
+ At approximately 7:25 AM UTC time, our email backup system for delivering emails for NPS was disabled in our US region. We have identified the root cause and are currently working to remediate the issue.
```

**8. Added: Update** (resolved) · 2025-06-18 16:17 UTC

```diff
+ NPS emails have been re-enabled for the US region and the root issue causing the outage has been fully resolved. All emails that should have gone out during the outage will be released by end of the day Eastern Time.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-06-17 13:21 UTC | Major incident: NPS Email Backup disabled in US region (this change) | outage |

All Pendo changes: [timeline](https://rewindex.com/company/pendo/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._


---
Canonical: https://rewindex.com/change/i9f0eabfb8f625e · Markdown: https://rewindex.com/change/i9f0eabfb8f625e.md · JSON: https://rewindex.com/api/v1/changes/i9f0eabfb8f625e · Generated 2026-10-18T03:28:52.988Z