Outage in Gladly

Investigating Performance Issue

Resolved Major
October 20, 2025 - Started about 10 hours ago - Lasted about 2 hours
Official incident page

Incident Report

Gladly is investigating issues with network performance related to an AWS outage. We are continuing to work on a resolution, and will continue updating this page 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.
Components affected
Gladly Login Gladly Solution

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Latest Updates ( sorted recent to last )
RESOLVED about 7 hours ago - at 10/20/2025 09:56AM

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is operational. Backfills of Customer Journeys will be completed imminently.

We 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.

IDENTIFIED about 8 hours ago - at 10/20/2025 09:19AM

We are working as expediently as possible with AWS to resolve their issues. We will continue to update this Status Page every 30 minutes or sooner until resolved.

Please contact Gladly Support at support@gladly.com should you have any questions.

IDENTIFIED about 8 hours ago - at 10/20/2025 08:51AM

The AWS regional outage is also affecting support request creation through the Gladly UI and the associated responses.

Please contact Gladly Support at support@gladly.com should you have any questions.

IDENTIFIED about 8 hours ago - at 10/20/2025 08:45AM

We continue to work to mitigate the issues stemming from the AWS outage.

We will continue to post updates here every 30 minutes or sooner.

Please use this alternative form to contact Gladly support.

IDENTIFIED about 9 hours ago - at 10/20/2025 08:12AM

We are working as expediently as possible with AWS to resolve their issues. We will continue to update this Status Page every 30 minutes or sooner until resolved.

Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

IDENTIFIED about 9 hours ago - at 10/20/2025 07:44AM

We have identified the issue due to an AWS outage. Agents are intermittently unable to log into Gladly and send messages.

You can review the AWS status page here: https://health.aws.amazon.com/health/status

We will continue to update this Status Page every 30 minutes or sooner until resolved.

Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

INVESTIGATING about 10 hours ago - at 10/20/2025 07:36AM

Gladly is investigating issues with network performance related to an AWS outage.

We are continuing to work on a resolution, and will continue updating this page 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.

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