Intercom is evolving its database infrastructure by moving to Vitess, a scalable, open-source MySQL clustering system managed by PlanetScale. The current architecture has been modified to eliminate downtime due to database maintenance and writer failovers, reduce complexity in working with databases across engineering teams, streamline the migration process, achieve straightforward scaling of MySQL for the next decade, and simplify connection management. Vitess offers native sharding support, zero-downtime maintenance and failovers, streamlined migrations, and automated index and query optimization tools. The partnership with PlanetScale provides a developer-friendly experience and takes on the undifferentiated heavy lifting of managing the underlying infrastructure, allowing Intercom to focus on building its AI-first customer service platform for customers. Despite challenges during migration, such as latency spikes due to cold buffer pools and disk I/O saturation, lessons learned and mitigations implemented have set up success for future migrations.