Investigating Reporting Issue

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.