Help Scout Uptime

Over the last 12 months, Help Scout has been online 99.99% of the time. Our goal is 100% uptime, but when unexpected problems occur, Help Scout may be unavailable. This article talks about how we handle service interruptions. 

Live Event Updates

When something goes wrong with Help Scout, new incidents are reported on our status page: Help Scout Status. Incidents are specific text-based updates that describe what's happening, and what we're doing to fix the underlying problem. Incidents are updated regularly throughout a status event. If you’re having trouble with Help Scout, but you don’t see an active incident on the status page, send us an email. 
Clicking the Help menu in-app displays a status indicator. If there's an active incident, the indicator will show  Degraded. Clicking the Status link will take you directly to the status site, and corresponding incident. 

Scheduled Maintenance 

In rare cases, we schedule maintenance to keep Help Scout up and running smoothly. Planned maintenance windows, timing, and details are posted to the status site ahead of time. 

Status Subscriptions

Event subscriptions are helpful for staying in the loop when a new incident is published during an outage, or when we schedule maintenance. You can subscribe to updates directly from the status site. Subscription options include SMS, email, and webhooks. 

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