Gladly Outage History

Started Jun 27, 2025, 06:51 PM UTC· resolved Jun 27, 2025, 07:19 PM UTC

1. identified Jun 27, 2025, 06:51 PM UTC

   We are investigating reports of Sidekick issues affecting ability to run and load Guides powered by Generative AI. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

2. identified Jun 27, 2025, 07:01 PM UTC

   We have identified a fix, and are working on validating it. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

3. monitoring Jun 27, 2025, 07:11 PM UTC

   We have deployed a fix and are seeing recovery. We will continue to closely monitor over the next hour. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

4. resolved Jun 27, 2025, 07:19 PM UTC

   We have confirmed that Sidekick performance has recovered. We will continue to closely monitor over the next hour. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

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Started Jun 12, 2025, 07:49 PM UTC· resolved Jun 12, 2025, 11:05 PM UTC

1. monitoring Jun 12, 2025, 07:49 PM UTC

   We are monitoring an incident within Google Cloud Services - one of Gladly's platform partners. At this time, the incident is not affecting the Gladly Production ecosystem - Gladly Sidekick and Gladly Hero continue to function as expected. We will continue to keep the Status Page updated should any changes occur. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

2. monitoring Jun 12, 2025, 08:50 PM UTC

   Gladly continues to see no issues in Production as a result of this incident. We are continuing to actively monitor our metrics and performance. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

3. resolved Jun 12, 2025, 11:05 PM UTC

   Gladly continues to see no issues in Production as a result of this incident. In addition, we have been notified that most Google Cloud products have fully recovered as of 1:45 PM PT. We will resolve this Status Page, and are continuing to actively monitor our metrics and performance. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

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Started Jun 05, 2025, 04:54 PM UTC· resolved Jun 05, 2025, 08:50 PM UTC

1. investigating Jun 05, 2025, 04:54 PM UTC

   Gladly is investigating an SMS filtering issue with Twilio, our Telephony Partner. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

2. identified Jun 05, 2025, 05:07 PM UTC

   Gladly has identified an issue with false positives on SMS filtering with Verizon Wireless numbers. Agents might see messages that should normally send instead fail. This is due to an incident with Twilio. You can read more on their status page here: https://status.twilio.com/incidents/8hh1zhb324h6 We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

3. identified Jun 05, 2025, 05:51 PM UTC

   We continue to work with our Telephony Partner on the outbound SMS filtering issues. We will update this page in 60 minutes or sooner with updates. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

4. identified Jun 05, 2025, 07:01 PM UTC

   We continue to work closely with Twilio on the intermittent SMS failures to the Verizon network. We will be in touch as soon as we have an update! Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

5. monitoring Jun 05, 2025, 07:58 PM UTC

   Twilio has deployed a fix, and we are observing recovery. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

6. resolved Jun 05, 2025, 08:50 PM UTC

   After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

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Started May 14, 2025, 07:36 PM UTC· resolved May 14, 2025, 10:30 PM UTC

1. investigating May 14, 2025, 07:36 PM UTC

   Gladly is investigating an issue with one of our email partners where outbound emails are stuck in sending. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

2. identified May 14, 2025, 07:57 PM UTC

   Gladly has identified an intermittent issue with outbound Email delivery, due to an issue with our Email Partner's configurations. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

3. identified May 14, 2025, 08:28 PM UTC

   We continue to work with our partner on the intermittent outbound email issues. We will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

4. identified May 14, 2025, 09:03 PM UTC

   Thank you for your patience as we continue to work with our Email partner while they update their platform. We will continue to update every hour or sooner. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

5. monitoring May 14, 2025, 09:47 PM UTC

   Our partner has deployed a fix for this issue. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

6. resolved May 14, 2025, 10:30 PM UTC

   After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

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Started Mar 31, 2025, 03:52 PM UTC· resolved Mar 31, 2025, 05:30 PM UTC

1. investigating Mar 31, 2025, 03:52 PM UTC

   Gladly has identified an issue with intermittent inbound Voice calls disconnecting. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

2. identified Mar 31, 2025, 04:19 PM UTC

   Gladly has identified an issue with our telephony partner, and are working closely with them to resolve the issues with inbound calls. We will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

3. identified Mar 31, 2025, 04:40 PM UTC

   Our telephony partner has identified the issue and is implementing a fix. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

4. identified Mar 31, 2025, 05:02 PM UTC

   Our telephony partner has applied a remediation while continuing to investigate the root cause. We have not seen issues in the past 15 minutes, and will continue to monitor closely. We'll be back with another update in 30 minutes or less. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

5. monitoring Mar 31, 2025, 05:17 PM UTC

   We have confirmed we have not seen issues in the past 30 minutes, and will continue to monitor. We'll send a final update once we conclude monitoring and confirm the issue is fully resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

6. resolved Mar 31, 2025, 05:30 PM UTC

   After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

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Started Mar 19, 2025, 02:30 PM UTC· resolved Mar 19, 2025, 09:59 PM UTC

1. investigating Mar 19, 2025, 03:20 PM UTC

   Gladly is investigating reports not loading. We are working as expediently as possible to resolve this and will continue updating the Status Page. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

2. identified Mar 19, 2025, 03:34 PM UTC

   Gladly has identified the root cause to be an issue with our data warehouse partner, Snowflake. We are actively working with them to remediate the issue, and will continue to update here every 30 minutes or sooner. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

3. identified Mar 19, 2025, 04:02 PM UTC

   We are working as expediently as possible with our partner Snowflake to resolve this. We will continue updating here. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

4. identified Mar 19, 2025, 04:55 PM UTC

   We are working as expediently as possible to resolve this with our partner and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

5. identified Mar 19, 2025, 05:34 PM UTC

   We are continuing to work hand-in-hand with our partner, Snowflake, as they work to rectify the issue. We will continue to post updates here. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

6. identified Mar 19, 2025, 05:49 PM UTC

   Our partner Snowflake has put in initial fixes, and we are seeing limited recovery. We will continue to push for a resolution. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

7. identified Mar 19, 2025, 06:05 PM UTC

   Snowflake continues to work on this issue. You can view their status page here: https://status.snowflake.com/incidents/9mwvw50z4wnm We will continue to update here as well. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

8. identified Mar 19, 2025, 06:25 PM UTC

   As we continue to advocate with our partner for resolution, we want to assure you that all data during this period will remain available once Snowflake restores full functionality. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

9. identified Mar 19, 2025, 07:14 PM UTC

   We are advocating for a solution with our partner, Snowflake. You can see more info on their page here: https://status.snowflake.com/incidents/9mwvw50z4wnm All other Gladly functions, such as Voice, Chat, Sidekick, Email, and more remain fully operational. We will continue to update here. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

10. identified Mar 19, 2025, 07:45 PM UTC

    Our partner, Snowflake, continues to work on a resolution, including reverting to the most recently working version. We appreciate your patience – we will update here in the next 30 minutes or sooner. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

11. monitoring Mar 19, 2025, 07:59 PM UTC

    Our partner Snowflake has released an initial fix for the Reporting issue, and we are seeing some recovery. We recommend attempting to re-run Reports, noting that data from today is still being processed. We will continue to monitor the system and provide updates here until there is full recovery. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

12. monitoring Mar 19, 2025, 08:16 PM UTC

    We continue to monitor the fix that Snowflake rolled back to the most recent working version – please continue to re-run Reports and let us know if you have issues. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

13. monitoring Mar 19, 2025, 08:48 PM UTC

    Reports continue to recover after Snowflake implemented a fix. We will continue to monitor and will post here once all data is processed. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

14. resolved Mar 19, 2025, 09:59 PM UTC

    We have confirmed with Snowflake that all data is now being processed for backfill. Some delays are expected, but no data has been lost. Gladly will distribute a thorough root cause analysis (RCA) for this incident via email as soon as possible. The RCA will contain details on root cause, incident timeline, recovery steps, and remediation steps. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

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Started Dec 12, 2024, 12:17 AM UTC· resolved Dec 12, 2024, 03:59 AM UTC

1. investigating Dec 12, 2024, 12:17 AM UTC

   Gladly is investigating an issue regarding Sidekick handoff issues due to an issue at OpenAI. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

2. identified Dec 12, 2024, 12:32 AM UTC

   Gladly has identified the issue on the OpenAI side, and confirmed they are working on a fix. Additionally, we are working to ensure a smooth transition with our backup systems in place. We are working with our partner as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

3. monitoring Dec 12, 2024, 12:58 AM UTC

   OpenAI has deployed a fix for this issue, and are seeing recovery. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

4. monitoring Dec 12, 2024, 01:40 AM UTC

   We have implemented an additional fix while OpenAI's status is pending. All Gladly customers should see recovery separately. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

5. resolved Dec 12, 2024, 03:59 AM UTC

   After actively monitoring system performance, we are happy to report that this issue is now resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

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Started Nov 26, 2024, 02:01 PM UTC· resolved Nov 26, 2024, 05:32 PM UTC

1. identified Nov 26, 2024, 04:08 PM UTC

   Gladly is continuing to investigate a fix for intermittent issues with delivery status updates: messages are sending to consumers as expected, though delivery statuses may appear delayed on the timeline. We have found that having Agents restart their computer may help to mitigate the issue. We will continue to update the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

2. identified Nov 26, 2024, 04:42 PM UTC

   We are implementing a fix, and will continue to work as expediently as possible to resolve this. We will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

3. monitoring Nov 26, 2024, 05:10 PM UTC

   A fix has been deployed for this issue. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

4. resolved Nov 26, 2024, 05:33 PM UTC

   After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

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