Redtail incident
Phone Support Disruption Related to AWS Outage
Redtail experienced a notice incident on October 20, 2025 affecting Client Services, lasting 21h 8m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 20, 2025, 03:07 PM UTC
We’re currently experiencing issues with our phone support channels due to a disruption with Amazon Web Services (AWS), which is impacting Glia, our third-party provider. During this time, we recommend reaching out to Redtail’s Support Team via live chat or by submitting a ticket through our Helpdesk instead of calling. We’ll provide an update as soon as full functionality is restored. Thank you for your patience and understanding.
- investigating Oct 20, 2025, 03:27 PM UTC
Glia services are currently unavailable due to the ongoing AWS outage, and phone connectivity is also affected through our third-party provider, Twilio. As a result, live chat is temporarily unavailable. We recommend submitting a case through the Redtail Support app as the primary method for contacting Redtail service at this time. Thank you for your patience and understanding.
- investigating Oct 20, 2025, 07:45 PM UTC
Redtail is beginning to see signs of recovery across our impacted systems following performance issues related to our third-party service provider, Amazon Web Services (AWS). Access to live chat is now restored via our third-party provider, Glia. Phone connectivity is still affected so we recommend live chat or the Redtail Support app for contacting Redtail service at this time. We continue to monitor progress closely and will keep you informed as further updates become available. Thank you for your patience and understanding as AWS and our team work to restore full service. Thank you for your patience and understanding.
- investigating Oct 20, 2025, 08:24 PM UTC
Redtail is beginning to see signs of recovery across our impacted systems following performance issues related to our third-party service provider, Amazon Web Services (AWS). Access to live chat (Gila) and phone (Twilio) support have been restored through our third-party providers. We continue to monitor progress closely and will keep you informed as further updates become available. Thank you for your patience and understanding as AWS and our team work to restore full service. Thank you for your patience and understanding.
- resolved Oct 21, 2025, 12:15 PM UTC
This incident has been resolved.