Resolved: This incident is resolved.

Monitoring: We are continuing to monitor for any further issues.

Monitoring: A fix has been implemented and we're monitoring the results

Investigating: File assets are failing to load in customer accounts

Resolved: This incident is resolved.

Monitoring: We have remediated the errors. We will continue to monitor the situation.

Investigating: We are still investigating the image loading failures and are working with our CDN provider to assess the issue

Investigating: A subset of images are failing to load on our customer's Pages and Search responses.

Resolved: This incident is resolved.

Monitoring: We are observing restored functionality but will continue monitoring as the Guthub incident is still ongoing

Identified: New Pages deployments are currently failing due to an outage with our repository provider, Github. We are monitoring their status at https://www.githubstatus.com/

Resolved: This incident is resolved.

Monitoring: We are continuing to monitor for any further issues.

Monitoring: A fix has been implemented and we're monitoring the results

Investigating: File assets are failing to load in customer accounts

Resolved: This incident is resolved.

Monitoring: We have remediated the errors. We will continue to monitor the situation.

Investigating: We are still investigating the image loading failures and are working with our CDN provider to assess the issue

Investigating: A subset of images are failing to load on our customer's Pages and Search responses.

Resolved: This incident has been resolved.

Identified: The queues are about halfway through catching up; we will continue to provide updates as the system returns to normal behavior.

Identified: We have identified an issue that is delaying Listings updates since Tuesday July 14th, 11:17 PM EST. We have implemented a fix to resume these updates, but the queue will take some time to become current; we will update as the system catches back up.

Postmortem: # Summary

On July 14, 2026, an error caused a service disruption that prevented customers from viewing reviews, responding to reviews, generating review responses in the Customer Platform UI, and managing review responses through the Management API. The disruption began at 5:43 AM ET, was detected by automated monitoring at 5:48 AM ET, and was resolved at 6:13 AM ET, resulting in a total impact duration of approximately 30 minutes.

Root Cause

A service update introduced support for a new review response integration. This update was the first to depend on an internal configuration that had not yet been established for the affected service, causing that service to fail during startup. Because certain related services lacked certain fallback behavior, the failure propagated beyond the new integration itself and caused both the review monitoring and review response pages in the Customer Platform UI, as well as review response management through the Management API, to return errors.

Remediation

Our team identified the cause of the incident and restored service by reverting the update that introduced the issue. Service was fully restored at 6:13 AM ET. A permanent fix has since been implemented, and no temporary workarounds remain in place.

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To prevent recurrence, we are (1) isolating integration-specific failures so that a single unhealthy integration cannot disrupt these pages, (2) adding graceful fallback behavior so the pages remain usable when a single capability is unavailable, and (3) strengthening our pre-release validation to confirm that required configuration is in place before a new feature is deployed.

Resolved: This incident has been resolved.

Monitoring: We will continue to monitor the system closely and develop additional preventative measures.

Identified: We identified the issue, implemented a fix, and restored service to reviews-related pages.

Investigating: We are investigating reports that the reviews-related pages in the Customer Portal are unavailable.

Postmortem: # Summary

On July 14, 2026, an error caused a service disruption that prevented customers from viewing reviews, responding to reviews, generating review responses in the Customer Platform UI, and managing review responses through the Management API. The disruption began at 5:43 AM ET, was detected by automated monitoring at 5:48 AM ET, and was resolved at 6:13 AM ET, resulting in a total impact duration of approximately 30 minutes.

Root Cause

A service update introduced support for a new review response integration. This update was the first to depend on an internal configuration that had not yet been established for the affected service, causing that service to fail during startup. Because certain related services lacked certain fallback behavior, the failure propagated beyond the new integration itself and caused both the review monitoring and review response pages in the Customer Platform UI, as well as review response management through the Management API, to return errors.

Remediation

Our team identified the cause of the incident and restored service by reverting the update that introduced the issue. Service was fully restored at 6:13 AM ET. A permanent fix has since been implemented, and no temporary workarounds remain in place.

‌

To prevent recurrence, we are (1) isolating integration-specific failures so that a single unhealthy integration cannot disrupt these pages, (2) adding graceful fallback behavior so the pages remain usable when a single capability is unavailable, and (3) strengthening our pre-release validation to confirm that required configuration is in place before a new feature is deployed.

Resolved: This incident has been resolved.

Monitoring: We will continue to monitor the system closely and develop additional preventative measures.

Identified: We identified the issue, implemented a fix, and restored service to reviews-related pages.

Investigating: We are investigating reports that the reviews-related pages in the Customer Portal are unavailable.

Resolved: The issue affecting the Events API in the US has been resolved. All systems are now operating normally.

The issue means that events sent to the API may not have been recorded for the span of time from 7:34pm to 7:48pm EDT.

Monitoring: We have deployed a fix after identifying issues accepting events via the Events API in the US. Events are being accepted again, and we are monitoring to ensure stability.

Resolved: We have resolved the underlying issue, and in the past six hours of monitoring, the issue has not reoccured. The Events API is operating normally now.

The issue intermittently impacted requests to the Events API between 12:37 AM to 1:11 PM EDT.

Identified: The measures we have taken to help alleviate the problem are having some benefit and more events are being accepted. We continue to work on resolving the underlying cause.

Identified: We have identified the source of intermittent latency increases in the Events API in the US partition. We have taken some measures to help alleviate the problem and are working on a full resolution.

Monitoring: A workaround has been implemented and the Events API is now accepting events once again. We are working to resolve the underlying issue.

Investigating: We are investigating indications of an increased error rate in the Events API in the US partition.

Resolved: This incident has been resolved.

Monitoring: A fix has been implemented and we are monitoring the results.

Identified: We are continuing to implement the fix and will provide another update as soon as more information is available.

Identified: The issue has been identified and a fix is being implemented.

Investigating: We are investigating reports of errors in Hearsay Platform.