Gladly experienced a critical incident on October 20, 2025 affecting Gladly Team Solution and Login, lasting 2h 45m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 20, 2025, 07:36 AM UTC
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.
- identified Oct 20, 2025, 07:44 AM UTC
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.
- identified Oct 20, 2025, 08:12 AM UTC
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 Oct 20, 2025, 08:45 AM UTC
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 Oct 20, 2025, 08:51 AM UTC
The AWS regional outage is also affecting support request creation through the Gladly UI and the associated responses. Please contact Gladly Support at [email protected] should you have any questions.
- identified Oct 20, 2025, 09:19 AM UTC
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 [email protected] should you have any questions.
- monitoring Oct 20, 2025, 09:39 AM UTC
AWS has deployed a fix for this issue, and we will continue to monitor. We will post a final update when fully resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
- resolved Oct 20, 2025, 09:56 AM UTC
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.