Between 15:02 and 15:10 UTC on November 4, the botBrains API was unreachable or responded with errors. This affected the chat widget, ticketing integrations, and phone agents.

The cause was a router fault in our hosting provider Hetzner's Nuremberg data center, which interrupted network traffic to and from our servers (Hetzner incident report). Service recovered automatically once Hetzner fixed the fault, and has been fully operational since 15:10 UTC. No data was lost.

We're reviewing how we can make the API more resilient to this kind of provider network failure. We apologise for the disruption.