Evolving Intercom’s database infrastructure: Lessons and progress

The company has successfully migrated several critical databases to a new database architecture using Vitess and PlanetScale, resulting in transformative results including zero-downtime maintenance, 90%+ performance improvement for demanding queries, and a more resilient infrastructure that scales in days, not months. The adoption of PlanetScale Metal storage architecture has improved performance, reduced costs, and simplified operations by providing higher throughput and lower latency without the operational headaches of constantly tuning IOPS provisioning. While challenges remain, particularly with migrating two largest legacy databases, the company is confident that this transition will be smooth and result in a step-change in performance and stability.

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