Gladly Status

Resolved: After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly 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.

Monitoring: We have identified the cause of the loading and connectivity issues reported this morning.

Between approximately 9:30 and 11:05 AM ET, a transient network degradation in our cloud infrastructure caused database connections to drop, resulting in errors for agents attempting to load or use the Gladly platform. The issue affected multiple customers simultaneously and was not related to any changes to Gladly's application code.

The platform has fully recovered as of 11:05 AM ET. If your agents are still seeing errors, logging out and performing a hard refresh of the browser should resolve any lingering session issues.

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.

Identified: Please advice Gladly Team users to log out of Gladly Team and do a hard refresh of their browser.

• Windows: Google Chrome, Microsoft Edge, Press Ctrl + F5 OR Ctrl + Shift + R.
• Mac OS: Google Chrome, Edge: Press Cmd + Shift + R.

Investigating: We're actively investigating reports of Gladly Team not loading. Symptoms include blank white screens, conversations not loading, and agents unable to answer calls.