Vendor Performance Impacts to Mend Live Chat Support

Update timeline

1. investigating May 26, 2026, 02:59 PM UTC

   Mend utilizes Slack to receive and respond to live chats sent from our platform. We are currently investigating issues we are experiencing with Slack, and we are temporarily routing live chats to our offline request form. All users requesting assistance will receive responses from our support team via email until we are confident with resuming instant live chat support. We will provide updates as we know more, and we will be monitoring the Slack update page here: https://status.slack.com/

2. investigating May 26, 2026, 02:59 PM UTC

   We are continuing to monitor Slack's status page to determine when we may resume instant live chat support. The "Need Help" option on our platform is successfully routing users to our offline form, and our Support team is providing immediate responses by email. Slack Incident: https://status.slack.com/2021-01/9ecc1bc75347b6d1

3. resolved May 26, 2026, 02:59 PM UTC

   Mend live chat support has been fully operational with no reported issues for approximately one and a half hours. We will continue to monitor live chat performance and status updates from Slack regarding this incident: https://status.slack.com/2021-01/9ecc1bc75347b6d1

4. monitoring May 26, 2026, 02:59 PM UTC

   We have successfully resumed Mend live chat support. We are continuing to monitor the improved performance and the status updates from Slack regarding this incident: https://status.slack.com/2021-01/9ecc1bc75347b6d1

5. investigating May 26, 2026, 02:59 PM UTC

   We are continuing to monitor Slack's status to determine when we may confidently resume instant live chat support. The "Need Help" option on the Mend platform is successfully routing users to our offline form, and our Support team is providing immediate responses by email. Slack Incident: https://status.slack.com/2021-01/9ecc1bc75347b6d1