Is Gladly down?

We have identified an issue on Gladly AI causing elevated handoffs starting ~12:24 PM PT on Chat, Email and SMS. We have determined root cause, and are expecting to deploy a fix imminently. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

This has been resolved as of 12:40 PM PT, and Gladly AI is no longer experiencing elevated handoffs on Chat, Email and SMS. 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 an issue that's preventing some users from accessing Gladly Team. 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.

We are continuing to investigate reports of some users being unable to access Gladly, along with general system slowness. We will provide another update within 30 minutes or as soon as we have more information.

Gladly's own systems remain operational. However, an ongoing Cloudflare incident is disrupting some of the communication streams Gladly depends on, which may prevent some users from logging in or result in degraded performance. We are continuing to monitor the situation closely.

Cloudflare continues to reroute traffic away from affected services. Gladly users who experienced impact are now observing recovery and a return to normal functionality. We will continue to monitor the Cloudflare incident at this time.

After actively monitoring system performance, we are happy to report that the Cloudflare issue is now resolved and Gladly is fully operational. 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.

We're actively investigating reports of Gladly Team not loading. Symptoms include blank white screens, conversations not loading, and agents unable to answer calls.

Please advice Gladly Team users to log out of Gladly Team and do a hard refresh of their browser. - Windows: Google Chrome, Microsoft Edge, Press Ctrl + F5 OR Ctrl + Shift + R. - Mac OS: Google Chrome, Edge: Press Cmd + Shift + R.

We have identified the cause of the loading and connectivity issues reported this morning. Between approximately 9:30 and 11:05 AM ET, a transient network degradation in our cloud infrastructure caused database connections to drop, resulting in errors for agents attempting to load or use the Gladly platform. The issue affected multiple customers simultaneously and was not related to any changes to Gladly's application code. The platform has fully recovered as of 11:05 AM ET. If your agents are still seeing errors, logging out and performing a hard refresh of the browser should resolve any lingering session issues. 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.

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. 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.

We are investigating reports of issues loading Gladly conversations from the APAC region. 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 seeing sustained recovery with ability to load conversations from the APAC region. We will continue to monitor. 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 confirmed that Gladly has recovered, and agents accessing Gladly from APAC regions should no longer be seeing latency issues. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Starting 12:31 PM PT, we identified issues causing elevated handoffs for Gladly AI conversations. We are working on a fix and will update the Status Page with next steps as soon as possible. Please contact Gladly Support should you have any questions.

We deployed a fix for this issue at 12:52 PM PT, and have observed recovery. We will continue to monitor prior to resolving the Status Page. Please contact Gladly Support should you have any questions.

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly AI is fully operational. 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.