Gladly incident

Investigating Sidekick Handoff Issue with OpenAI

Minor Resolved View vendor source →

Gladly experienced a minor incident on December 12, 2024 affecting Gladly Structured Threads Solution (Legacy), lasting 3h 41m. The incident has been resolved; the full update timeline is below.

Started
Dec 12, 2024, 12:17 AM UTC
Resolved
Dec 12, 2024, 03:59 AM UTC
Duration
3h 41m
Detected by Pingoru
Dec 12, 2024, 12:17 AM UTC

Affected components

Gladly Structured Threads Solution (Legacy)

Update timeline

  1. investigating Dec 12, 2024, 12:17 AM UTC

    Gladly is investigating an issue regarding Sidekick handoff issues due to an issue at OpenAI. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

  2. identified Dec 12, 2024, 12:32 AM UTC

    Gladly has identified the issue on the OpenAI side, and confirmed they are working on a fix. Additionally, we are working to ensure a smooth transition with our backup systems in place. We are working with our partner as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

  3. monitoring Dec 12, 2024, 12:58 AM UTC

    OpenAI has deployed a fix for this issue, and are seeing recovery. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

  4. monitoring Dec 12, 2024, 01:40 AM UTC

    We have implemented an additional fix while OpenAI's status is pending. All Gladly customers should see recovery separately. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

  5. resolved Dec 12, 2024, 03:59 AM UTC

    After actively monitoring system performance, we are happy to report that this issue is now resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.