Ada experienced a notice incident on May 10, 2026 affecting AI Agent and Agent Handoffs, lasting 16h 35m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 10, 2026, 07:55 PM UTC
We are currently investigating elevated error rates affecting AI Agent responses. A small subset of requests are experiencing timeouts, which may result in increased handoffs to live agents. Our team is actively investigating the root cause and will provide updates as more information becomes available.
- identified May 10, 2026, 08:16 PM UTC
We have identified the root cause of the elevated error rates affecting AI Agent responses. Our engineering team is actively rolling out a fix. Customer impact remains low and stable.
- identified May 10, 2026, 08:50 PM UTC
Our engineering team continues to roll out the fix. Error rates remain stable and we are monitoring for improvement. We will provide another update in 30 minutes.
- identified May 10, 2026, 09:31 PM UTC
Our engineering team continues to apply the fix across all services. Customer impact remains stable and low. The rollout is in progress and we will provide another update in 30 minutes or when the issue is resolved.
- monitoring May 10, 2026, 10:14 PM UTC
A fix has been applied and error rates have returned to normal. Emergency handoffs have dropped to zero. Our team will continue monitoring overnight to confirm full resolution. We will provide a final update once we have confirmed stability.
- resolved May 11, 2026, 02:49 PM UTC
The certificate rotation issue has been fully resolved. Error rates have returned to normal levels and services are operating as expected. No further impact is anticipated