To ensure you have clear and timely information about the operational status of our services, we’ve established this policy to set clear expectations on how and when we communicate via our status page. Our guiding principle is to be transparent and useful, ensuring that the updates we share are relevant to you.

We believe that effective communication is about signal, not noise. We want every notification from our status page to be meaningful. If we were to post about every minor fluctuation or backend hiccup, the constant alerts would become a distraction.

Therefore, our commitment is to only publish updates when an issue is likely to have a tangible impact on your experience. This ensures that when you do see an update, you know it’s something that genuinely matters. These can be broadly categorized into two types of post:

Our company is built on a clear vision: a powerful partnership between AI and human expertise. We deliver this through Fin, our best in class AI Agent, and our comprehensive Helpdesk offering consisting of the Inbox (where you respond to your customers) and the Messenger (where your customers start their support journey).

Because this integrated system is foundational to your daily operations, we treat its stability as our highest priority. In turn, we are dedicated to being proactive and transparent with our communication whenever their status is impacted broadly amongst our customers.

Beyond our core tools outlined above, our platform includes a wide range of features for outbound messaging, phone support, and more. For these features, we post updates when we’ve confirmed a widespread impact that significantly impacts customers’ ability to work.

We’ve designed these tools for reliability, and large-scale disruptions have historically been rare. Our new approach to updates reflects that track record - ensuring we reserve alerts for the most critical, broadly impactful situations.

Our Statuspage can be found at https://www.intercomstatus.com/ which provides a quick view of the status of our three data hosting regions. However, for the most accurate and relevant updates to you, you should navigate to the specific page for the regional subpage for where your data is hosted.

You can easily identify your hosting region by looking at the URL you use to log in and access our product in your web browser.

US Hosting: If you access our product via app.intercom.com, your data is hosted in our US region.

EU Hosting: If you access our product via app.eu.intercom.com, your data is hosted in our EU region.

Australia Hosting: If you access our product via app.au.intercom.com, your data is hosted in our Australian region.

Stay in the loop by subscribing to alerts on your regional status page. You’ll receive a notification the moment we post an update:

That’s it! Once subscribed, you’ll get instant alerts whenever we share information about any incidents or planned maintenance.

When we have an issue, our focus will always be on mitigating the impact as quickly as possible, so it’s possible that our status page might not be updated for 5–10 minutes.

If you're seeing an issue that doesn't appear on our status page after that time, our Customer Support team is your best resource. Please reach out to them directly through the messenger for the fastest help.