Gladly experienced a major incident on May 20, 2026 affecting Gladly AI Solution, lasting 1h 55m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified May 20, 2026, 07:53 PM UTC
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.
- monitoring May 20, 2026, 07:57 PM UTC
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.
- resolved May 20, 2026, 09:27 PM UTC
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.