Investigating Performance Issue

As of 3:01 PM PDT, all AWS services have returned to normal operations, Gladly platform is now fully operational.

This AWS outage caused intermittent disruptions across Gladly, including access delays, missed or failed calls, chat routing issues, reporting delays, and integration errors.

Our engineering team continues to monitor system performance and will share AWS’s (RCA) once available.

If you have any questions or notice lingering issues, please contact Gladly Support or use this alternative form.

Thank you for your patience and understanding during this incident.

We are continuing to see recovery with chat, phone and messaging services fully restored.

Customers may experience delays in reporting updates. We expect these to continue resolving throughout the evening.

If you have any questions or need assistance, please contact Gladly Support or use this alternative form if you’re unable to access the Help page.

Thank you for your continued patience as AWS finalizes recovery efforts.

We’d like to share the latest update regarding the AWS outage impacting the Gladly platform.

As of October 20, 2:48 PM PDT, AWS has restored EC2 instance launch throttles to pre-event levels, and EC2 launch failures have fully recovered across all Availability Zones (AZs) in the US-EAST-1 Region. AWS services that depend on EC2 launches—such as Redshift—are successfully processing their backlogs and are expected to reach full recovery within the next two hours.

Because the Gladly platform relies on AWS infrastructure, customers may still observe minor residual effects while these backlogs are cleared, including:

Slight delays in analytics or reporting updates
Temporary lag in performance metrics or data synchronization

All other core areas of the Gladly platform including access, phone, chat, and integrations are now stable and operating normally.

Our engineering team remains in close coordination with AWS and will continue to monitor performance as full recovery completes.

We will provide another update by 3:30 PM PDT, or sooner if full resolution is confirmed.

If you have any questions or need assistance, please contact Gladly Support or use this alternative form if you’re unable to access the Help page.

Thank you for your continued patience as AWS finalizes recovery efforts.

We’d like to share the latest update regarding the ongoing issue impacting the Gladly platform.

As of 1:50 PM PDT, AWS continues to make steady progress toward full recovery. Throttles for EC2 instance launches in the US-EAST-1 region have been further reduced, with instance launch rates now approaching pre-event levels across all Availability Zones (AZs).

Because the Gladly platform relies on AWS infrastructure, some customers may continue to experience intermittent performance or connectivity issues across the platform, including:

Platform access and speed
Phone call connectivity or missed calls
Chat routing to agents
Related integrations and connected services

Our engineering team remains in close coordination with AWS and continues to monitor all systems as recovery progresses toward complete restoration.

We will provide the next update by 2:30 PM PDT or sooner as new information becomes available.

If you have any questions or require assistance, please contact Gladly Support or use this alternative form if you are unable to access the Help page.

Thank you for your continued patience and understanding as we work diligently toward full platform recovery.

We’d like to provide the latest update regarding the ongoing issue impacting the Gladly platform.

As of 1:03 PM PDT, AWS reports continued service recovery across all AWS services. They have begun reducing throttles for new EC2 instance launches in the US-EAST-1 region that were previously implemented to mitigate impact.

Because the Gladly platform relies on AWS infrastructure, some customers may still experience intermittent performance or connectivity issues across areas such as:

Platform access and load times
Phone calls not connecting or being missed
Chats not routing properly to agents
Related integrations and connected services

Our engineering team remains in close coordination with AWS and continues to monitor their progress to ensure the complete restoration of all Gladly services.

We will provide the next update by 2:00 PM PDT or sooner as new information becomes available.

If you have any questions or require assistance, please contact Gladly Support or use this alternative form if you are unable to access the Help page.

Thank you for your continued patience and understanding as we work diligently toward full platform recovery.

We’d like to provide the latest update regarding the ongoing issue impacting the Gladly platform.

As of 1:03 PM PDT, AWS reports continued service recovery across all AWS services. They have begun reducing throttles for new EC2 instance launches in the US-EAST-1 region that were previously implemented to mitigate impact.

Because the Gladly platform relies on AWS infrastructure, some customers may still experience intermittent performance or connectivity issues across areas such as:

Platform access and load times
Phone calls not connecting or being missed
Chats not routing properly to agents
Related integrations and connected services

Our engineering team remains in close coordination with AWS and continues to monitor their progress to ensure the complete restoration of all Gladly services.

We will provide the next update by 1:45 PM PDT or sooner as new information becomes available.

If you have any questions or require assistance, please contact Gladly Support or use this alternative form if you are unable to access the Help page.

Thank you for your continued patience and understanding as we work diligently toward full platform recovery.

We’d like to share the latest update regarding the ongoing issue impacting the Gladly platform.

As of 12:30 PM PDT, AWS continues to observe recovery across all services. Instance launches are now succeeding across multiple Availability Zones (AZs) in the US-EAST-1 region, and overall network connectivity continues to improve.

Because the Gladly platform relies on AWS infrastructure, this incident continues to cause intermittent disruptions across multiple areas of Gladly, including:

Platform access and performance
Phone calls not connecting or missed calls
Chats not routing to agents
Related integrations and connected services

Our engineering team remains in close coordination with AWS and continues to actively monitor progress to ensure full restoration of Gladly services.

We will provide the next update by 1:00 PM PDT or sooner as new information becomes available.

If you have any questions or require assistance, please contact Gladly Support or use this alternative form if you are unable to access the Help page.

Thank you for your continued patience and understanding as we work diligently to restore full platform functionality.

We’d like to provide the latest update regarding the ongoing issue impacting the Gladly platform.

As of 11:22 AM PDT, AWS reports continued progress in resolving launch failures for new EC2 instances. They are seeing increased launches of new instances and decreasing network connectivity issues in the US-EAST-1 region.

Because the Gladly platform relies on AWS infrastructure, this outage has resulted in intermittent disruptions across multiple areas of Gladly, including:

Platform access and overall performance
Phone calls not connecting and missed calls
Chats not routing properly to agents
Related integrations and connected services

Our engineering team continues to closely monitor AWS recovery efforts and is actively coordinating to ensure full restoration of Gladly services.

We will provide the next update by 12:00 PM PDT or sooner as new information becomes available.

If you have any questions or require assistance, please contact Gladly Support or use this alternative form if you are unable to access the Help page.

Thank you for your continued patience and understanding as we work diligently to restore full platform functionality.

We’d like to share the latest update regarding the ongoing issue impacting the Gladly platform.

As of 10:38 AM PDT, AWS reports progress in resolving launch failures for new EC2 instances. Internal subsystems within EC2 are now showing early signs of recovery in several Availability Zones (AZs) within the US-EAST-1 region. AWS is applying mitigations to the remaining AZs, after which launch errors and network connectivity issues are expected to subside.

Because the Gladly platform relies on AWS infrastructure, this incident continues to cause intermittent disruptions across multiple areas of Gladly, including:

Platform access and overall performance
Inability to connect to phone calls
Missed or failed call connections
Chats not routing properly to agents
Related integrations and connected services

Our engineering team remains in close coordination with AWS and continues to monitor recovery efforts closely to ensure full restoration of Gladly services.

We will provide the next update by 11:30 AM PDT or sooner as new information becomes available.

If you have any questions or require assistance, please contact Gladly Support or use this alternative form if you are unable to access the Help page.

Thank you for your continued patience and understanding as we work diligently to restore full platform functionality.

We’d like to share the latest update regarding the Voice and Reporting errors currently affecting some Gladly customers.

As of October 20, 9:45 AM PDT, AWS continues to apply mitigation steps to address the network load balancer health issue impacting multiple AWS services. Connectivity has been restored for most services, and recovery efforts are ongoing.

We are closely monitoring the situation and will provide the next update within 30 minutes or sooner as new information becomes available.

If you have any questions or require assistance, please contactGladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
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Thank you for your continued patience and understanding.

We have identified the issue, and are working as expediently as possible to resolve it. 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.

We have identified the issue, and are working as expediently as possible to resolve it. 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.

We’d like to provide an update on the Voice and Reporting errors currently affecting some Gladly customers.

As of October 20, 8:43 AM PDT, AWS has identified the source of the network connectivity issues impacting its services. According to AWS, the root cause is an internal subsystem these issues have caused intermittent disruptions in Voice and Reporting functions for some customers.

Our engineering team continues to closely monitor AWS’s recovery efforts and will take all necessary actions to stabilize performance on our end. We will provide the next update within 30 minutes or sooner as new information becomes available.

If you have any questions or need assistance, please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Thank you for your patience and understanding as we work to ensure full service restoration.

We are currently aware of and actively investigating Voice and Reporting errors impacting some Gladly customers. Our initial findings indicate that these disruptions are related to the ongoing AWS infrastructure incident affecting multiple services globally.

Our engineering teams are closely monitoring both AWS updates while implementing mitigation steps to minimize impact. We are working as expediently as possible to restore full functionality.

We will continue to update this Status Page every 30 minutes or sooner if new information becomes available until the issue is fully resolved.

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

Thank you for your continued patience and understanding as we work to restore normal operations.

We are aware of and actively addressing the Voice and Reporting errors currently impacting some Gladly customers. Our engineering team is working as expediently as possible to identify the cause and implement a resolution.

We will continue to update this Status Page every 30 minutes or sooner if new information becomes available until the issue is fully resolved.

If you have any questions or require assistance, please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Thank you for your patience and understanding as we work diligently to restore full functionality.

We are currently investigating reports of Voice and Reporting errors that are affecting some Gladly customers. Our engineering team is actively working to identify the root cause and restore full functionality as quickly as possible.

We will continue to provide updates every 30 minutes as more information becomes available and progress is made toward resolution.

If you have any questions or need assistance in the meantime, please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

We appreciate your patience and understanding as we work to resolve this issue.