# Help Scout: Major incident: Connections Issues

**Summary:** Help Scout reported a major Web App connectivity outage starting 2025-10-20 09:50 UTC, lasting 2 h 46 min and resolved at 2025-10-20 12:37 UTC. The vendor attributed the disruption to a cloud infrastructure provider and confirmed normal platform performance after the provider’s disruption was fully resolved. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-10-20 09:50 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/m0mw8blc2f87](https://stspg.io/m0mw8blc2f87)
- [Company: Help Scout](https://rewindex.com/company/help-scout.md)
- Versions: before (none: first archived) → after incident\_version:330/wr837gd9d7vt@b05d168dbccf
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Connections Issues
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-10-20 09:50 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-10-20 12:37 UTC
```

**6. Added: Affected components**

```diff
+ Web App
```

**7. Added: Update** (identified) · 2025-10-20 09:50 UTC

```diff
+ We’ve identified the connectivity issues affecting our app as stemming from a disruption with one of our cloud infrastructure providers. Our team is monitoring their recovery closely. We’ll share an update as soon as we know more.
```

**8. Added: Update** (monitoring) · 2025-10-20 10:25 UTC

```diff
+ Our infrastructure provider is reporting significant recovery, and most Help Scout services are now operating normally. We'll continue to monitor the situation and will share an update as soon as possible.
```

**9. Added: Update** (resolved) · 2025-10-20 12:37 UTC

```diff
+ The earlier disruption with one of our cloud providers has been fully resolved. Help Scout services are stable, and we’ve confirmed normal performance across the platform. We’ll continue routine monitoring, but no further impact is expected. Thanks for your patience while this issue was resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-10-20 09:50 UTC | Major incident: Connections Issues (this change) | outage |

All Help Scout changes: [timeline](https://rewindex.com/company/help-scout/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/idecdb2a64fbe65 · Markdown: https://rewindex.com/change/idecdb2a64fbe65.md · JSON: https://rewindex.com/api/v1/changes/idecdb2a64fbe65 · Generated 2026-10-18T01:29:28.175Z