Ada experienced a critical incident on July 4, 2025 affecting Email and Social Messaging and 1 more component, lasting 1h 24m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 04, 2025, 07:02 PM UTC
Issue: We're seeing an increase in latency for chats in the us cluster. Chatters will notice a delay in sending and receiving messages. Who it affects: We've idenfitied that the issue affects AI agents found in our US cluster. You can determine if your AI agent is affected via the url address used to access the admin dashboard. Those following the format "https://[bot-handle].ada.support" will fall into this category.
- identified Jul 04, 2025, 07:30 PM UTC
The issue has been identified and a fix is being implemented.
- identified Jul 04, 2025, 07:54 PM UTC
We are continuing to work on a fix for this issue.
- monitoring Jul 04, 2025, 07:57 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jul 04, 2025, 08:26 PM UTC
This incident has been resolved.