Incident Library

Organisation

Intercom

Intercom · intercom

2 cases · 2026

Root cause Capacity exhaustion1Breaking change in an upgrade1
Component Database2Database proxy and connection pooler1Database replication1
Contributing factor Automation amplification1No headroom1Overlapping failures1Unpinned version1
Symptom Database overload1High latency1Replication lag1Service outage1

Cases

  1. IL-0305 Replicas of one Intercom Vitess shard hit 100% CPU and fell up to 2.2 hours behind, serving stale inbox dataIntercom · 2026

    Root cause Capacity exhaustion

  2. IL-0304 Intercom's US region was fully down for 71 minutes when its Vitess VTGates dropped all routes to the database shardsIntercom · 2026

    Root cause Breaking change in an upgrade