# Help Scout: Connection errors (continued)

- Impact (vendor’s label): major
- Status: resolved
- Started: 2016-05-03 16:06 UTC · Resolved: 2016-05-03 16:22 UTC · Duration: 16 min
- Updates: 1
- [Vendor status page: https://status.helpscout.com/incidents/59v3643b9h4g](https://status.helpscout.com/incidents/59v3643b9h4g)
- [Company: Help Scout](https://rewindex.com/company/help-scout.md)

## Timeline of updates

- **resolved** 2016-05-03 16:22 UTC: Today Help Scout was down between 10:51 and 11:06am EDT. The root cause of the problem was an infrastructure upgrade that didn't go according to plan. It took about 10 minutes to rollback the updates and get everything back to full health. It's not our policy to make changes with any risk during normal business hours, but this was a mistake on our side plain and simple. Very sorry for the interruption today, we'll take every possible measure to prevent an upgrade like this from impacting your experience in the future.

_From the vendor’s published history: only the final update text is available for incidents before Rewindex began polling this page._


---
Canonical: https://rewindex.com/company/help-scout/incidents/59v3643b9h4g · Markdown: https://rewindex.com/company/help-scout/incidents/59v3643b9h4g.md · JSON: https://rewindex.com/api/v1/companies/help-scout/incidents/59v3643b9h4g · Generated 2026-10-18T12:35:48.844Z