🔔 🚨 IMPORTANT | Middle East & Africa: Service restoration update for affected customers

We urgently require a clear timeline for resolving this ongoing issue. We must submit our report to the CBUAE before the 10th, and any delay may result in significant penalties. Therefore, we request that you treat our account as a priority and provide us with the expected resolution timeline at the earliest.

The service has been down for 6 days, now. No clear ETA of full-service recovery is not given. We need our data to be backed up and the system to be operational from another region as soon as possible!

Hi ​@SamsonFX  and ​@madhupn  — could you please reach out to me directly at santhosh.chandrasekhar@freshworks.com with your instance/company details so we can quickly identify your account and assist you further.

Our business operations have been severely affected by this outage, as a significant number of our internal processes and service workflows are configured within Freshservice.

What is particularly concerning is that no clear ETA has been provided, and it appears that there is no DR or backup available outside the affected region. Many organizations, including ours, had services hosted in the same UAE region, yet we were able to restore those services within 48 hours through established disaster recovery mechanisms.

Unfortunately, Freshworks remains the only critical service where we still do not have a recovery path, and there has been limited proactive communication from Freshservice regarding how or when services will be restored.

We would appreciate:

A clear recovery timeline or ETA

Transparency regarding DR architecture and data availability

Guidance on what customers should expect during the restoration process

Given the dependency many organizations have on Freshservice for core IT and business operations, clearer communication and a defined recovery path would be extremely important for affected customers.

​@binu1k — Could you please reach out to me directly at santhosh.chandrasekhar@freshworks.com with your instance/company details so we can quickly identify your account and assist you further.

Our business operations have been severely affected by this outage, as a significant number of our internal processes and service workflows are configured within Freshdesk.

We need a clear ETA and any measures we should take during recovery.

What kind of business practices are being followed in this situation? Our HR and IT operations rely heavily on this system for daily processes and internal workflows, and the continued unavailability is significantly affecting our operations. For enterprise-level software, a downtime of one week without a clear resolution timeline is not acceptable and raises serious concerns regarding service reliability and support responsiveness. We would appreciate an immediate update and a clear plan for restoring the service as soon as possible.

I have emailed you the details! This is not really helpful and even more surprising that Freshworks seems to have no idea of customers that would be impacted? This isn’t expected from a cloud service. We didn’t have even few hours of impact with all other cloud services that we are using, which is all hosted in DCs in the same region affected! Can’t help saying that this is not a reliable cloud service as clearly no cross-region backup was available for the systems.

Moreover, no contact was made to us from the account manager, especially with such a huge impact, and we had to search and find info on the downtime. Unfortunately, even after contacting responsible persons for our account, we didn’t get any clear information on when the service will be restored or any technical info on why such an impact was shared with us. All we got is the same general answer shared on the public website, saying no ETA!

I was offered an option to get a new instance operational from another data center, but that would be of no help without the data. So, we didn’t pursue it!

Dear Freshservice Team,

We are extremely disappointed with the ongoing outage, which has now lasted more than six days.

This prolonged downtime is entirely unacceptable for a mission-critical platform and stands in direct contradiction to your stated commitments around multi-region architecture, high availability, and enterprise-grade reliability.

Furthermore, this incident clearly places you outside of your contractual SLA commitments. The duration and severity of this outage represent a material breach of the agreed service levels.

Beyond the downtime itself, we are deeply concerned by the apparent lack of effective contingency planning for a failure of this scale. From our perspective, there has been no visible failover mechanism, insufficient crisis communication, and no clear resilience strategy capable of mitigating the impact. This raises serious concerns about your operational preparedness and disaster recovery capabilities.

The business impact on our organization has been severe. Freshservice is a core operational system for us, and this disruption has effectively blocked critical company workflows, significantly impairing productivity across multiple teams.

At this stage, we require:

1. A comprehensive and detailed Root Cause Analysis (RCA), including a clear explanation of how a multi-region architecture failed to prevent this extended outage.

2. A documented remediation and resilience plan, with concrete actions and timelines.

3. Formal confirmation of the SLA breach and a fair, substantial compensation proposal reflecting the business impact incurred.

Given the scale and impact of this incident, we are actively reassessing our reliance on your platform and evaluating alternative solutions to ensure business continuity moving forward.

We expect an urgent and executive-level response.

Hi ​@costyar and ​@JaypeeDV  — we truly understand the frustration this outage has caused and we’re sorry for the disruption to your operations. Our teams have been actively reaching out to all customers whose instances are hosted in the affected region. Based on the username here, we’ve been unable to map this profile to a specific account yet.

Could you please share your Freshworks instance URL or company name here, or reach out to me directly at santhosh.chandrasekhar@freshworks.com, so we can identify your account and ensure the appropriate team engages with you immediately? We’ll be happy to provide the most relevant updates and support for your instance.

We appreciate your patience while recovery efforts continue.

​@Santhosh-FRSH  your questions are very weird as my Email: costyar@similarweb.com as connected to a FreshDesk tenant.

What is more weirder to me is that you actually don’t know which customers were impacted by this outage.

Hi ​@costyar — thanks for the note. Our teams are making all the efforts reaching out to the customers whose instances are hosted in the affected ME region and are working closely with them through direct emails and calls to address questions and concerns while recovery efforts continue. We appreciate your patience as we work through this situation.

Hi,

I understand that the outage was caused by an issue with AWS services in the UAE region (me-central-1). However, most AWS services in the region have now been restored (around 90%), while Freshservice is still not functioning. Could you please check and confirm the status from your side?

What kind of service remains down for almost a week with no clear timeline! I need a clear timeline ASAP 

Any timelines on when service will be restored? 

Business Impact is getting worse. 

Please provide feedback! 
 

We signed up for cloud hosted helpdesk so that we don’t have to worry about our server's maintenance or disaster issues. But boy we were wrong. The cloud hosted services don’t have disaster recovery themselves. 

None of you contacted us until now. We were the one who initiated the contact to demand explanation but was only directed to this page. 

I am currently unable to access the system and therefore unable to retrieve the required data. This is extremely concerning, as we must submit the report to CBUAE before the 15th. Any delay may result in significant penalties from the regulator.

I kindly request a clear timeline on when the issue will be resolved, as the status on the portal continues to show “Investigating” without any further updates:

🔗 https://alansariwallet-helpdesk.freshdesk.com

This matter is critical for Al Ansari Digital Pay (samson.xavier@alansariwallet.com), and we need immediate clarification to proceed accordingly.

Your prompt response and support are highly appreciated.