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All Systems Operational
Uptime over the past 90 days. View historical uptime.
Gladly Hero Solution
Operational
90 days ago
99.9
% uptime
Today
Gladly Sidekick Solution
Operational
90 days ago
99.99
% uptime
Today
Admin
?
Operational
90 days ago
100.0
% uptime
Today
APIs, Webhooks and Integrations
?
Operational
90 days ago
100.0
% uptime
Today
Channel - Chat (Glad App)
?
Operational
90 days ago
100.0
% uptime
Today
Channel - Email
?
Operational
90 days ago
100.0
% uptime
Today
Channel - Facebook Messenger
?
Operational
90 days ago
100.0
% uptime
Today
Channel - Instagram
?
Operational
90 days ago
100.0
% uptime
Today
Channel - SMS
?
Operational
90 days ago
100.0
% uptime
Today
Channel - Voice
?
Operational
90 days ago
100.0
% uptime
Today
Channel - WhatsApp
?
Operational
90 days ago
100.0
% uptime
Today
Login
?
Operational
90 days ago
99.95
% uptime
Today
Payments
?
Operational
90 days ago
100.0
% uptime
Today
Reporting
?
Operational
90 days ago
100.0
% uptime
Today
Routing, Prioritization and Workflow
?
Operational
90 days ago
100.0
% uptime
Today
Search
?
Operational
90 days ago
100.0
% uptime
Today
Tasks
?
Operational
90 days ago
100.0
% uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.
Related
No incidents or maintenance related to this downtime.
Past Incidents
Oct 28, 2025
No incidents reported today.
Oct 27, 2025
No incidents reported.
Oct 26, 2025
No incidents reported.
Oct 25, 2025
No incidents reported.
Oct 24, 2025
No incidents reported.
Oct 23, 2025
No incidents reported.
Oct 22, 2025
No incidents reported.
Oct 21, 2025
No incidents reported.
Oct 20, 2025
Resolved -
As of 3:01 PM PDT, all AWS services have returned to normal operations, Gladly platform is now fully operational.
Our engineering team continues to monitor system performance and will share AWS’s (RCA) once available.
If you have any questions or notice lingering issues, please contact Gladly Support or use this alternative form.
Thank you for your patience and understanding during this incident.
Oct 20, 15:01 PDT
Our engineering team continues to monitor system performance and will share AWS’s (RCA) once available.
If you have any questions or notice lingering issues, please contact Gladly Support or use this alternative form.
Thank you for your patience and understanding during this incident.
Oct 20, 15:01 PDT
Monitoring -
We are continuing to see recovery with chat, phone and messaging services fully restored.
Customers may experience delays in reporting updates. We expect these to continue resolving throughout the evening.
If you have any questions or need assistance, please contact Gladly Support or use this alternative form if you’re unable to access the Help page.
Thank you for your continued patience as AWS finalizes recovery efforts.
Oct 20, 14:45 PDT
Customers may experience delays in reporting updates. We expect these to continue resolving throughout the evening.
If you have any questions or need assistance, please contact Gladly Support or use this alternative form if you’re unable to access the Help page.
Thank you for your continued patience as AWS finalizes recovery efforts.
Oct 20, 14:45 PDT
Update -
We are continuing to see recovery with chat, phone and messaging services fully restored.
Customers may experience delays in reporting updates. We expect these to continue resolving throughout the evening.
If you have any questions or need assistance, please contact Gladly Support or use this alternative form if you’re unable to access the Help page.
Thank you for your continued patience as AWS finalizes recovery efforts.
Oct 20, 14:35 PDT
Customers may experience delays in reporting updates. We expect these to continue resolving throughout the evening.
If you have any questions or need assistance, please contact Gladly Support or use this alternative form if you’re unable to access the Help page.
Thank you for your continued patience as AWS finalizes recovery efforts.
Oct 20, 14:35 PDT
Update -
We’d like to share the latest update regarding the ongoing issue impacting the Gladly platform.
As of October 20, 2:20 PM PDT, AWS has restored EC2 instance launch throttles to pre-event levels, and EC2 launch failures have fully recovered across all Availability Zones (AZs) in the US-EAST-1 Region. AWS services that depend on EC2 launches—such as Redshift—are successfully processing their backlogs and are expected to reach full recovery within the next two hours.
Because the Gladly platform relies on AWS infrastructure, some customers may continue to experience intermittent performance or connectivity issues across the platform, including:
Platform access and speed
Phone call connectivity or missed calls
Chat routing to agents
Related integrations and connected services
Our engineering team remains in close coordination with AWS and continues to monitor all systems as recovery progresses toward complete restoration.
We will provide the next update by 2:30 PM PDT or sooner as new information becomes available.
If you have any questions or require assistance, please contact Gladly Support or use this alternative form if you are unable to access the Help page.
Thank you for your continued patience and understanding as we work diligently toward full platform recovery.
Oct 20, 14:20 PDT
As of October 20, 2:20 PM PDT, AWS has restored EC2 instance launch throttles to pre-event levels, and EC2 launch failures have fully recovered across all Availability Zones (AZs) in the US-EAST-1 Region. AWS services that depend on EC2 launches—such as Redshift—are successfully processing their backlogs and are expected to reach full recovery within the next two hours.
Because the Gladly platform relies on AWS infrastructure, some customers may continue to experience intermittent performance or connectivity issues across the platform, including:
Platform access and speed
Phone call connectivity or missed calls
Chat routing to agents
Related integrations and connected services
Our engineering team remains in close coordination with AWS and continues to monitor all systems as recovery progresses toward complete restoration.
We will provide the next update by 2:30 PM PDT or sooner as new information becomes available.
If you have any questions or require assistance, please contact Gladly Support or use this alternative form if you are unable to access the Help page.
Thank you for your continued patience and understanding as we work diligently toward full platform recovery.
Oct 20, 14:20 PDT
Update -
We’d like to provide the latest update regarding the ongoing issue impacting the Gladly platform.
As of 1:03 PM PDT, AWS reports continued service recovery across all AWS services. They have begun reducing throttles for new EC2 instance launches in the US-EAST-1 region that were previously implemented to mitigate impact.
Because the Gladly platform relies on AWS infrastructure, some customers may still experience intermittent performance or connectivity issues across areas such as:
Platform access and load times
Phone calls not connecting or being missed
Chats not routing properly to agents
Related integrations and connected services
Our engineering team remains in close coordination with AWS and continues to monitor their progress to ensure the complete restoration of all Gladly services.
We will provide the next update by 2:00 PM PDT or sooner as new information becomes available.
If you have any questions or require assistance, please contact Gladly Support or use this alternative form if you are unable to access the Help page.
Thank you for your continued patience and understanding as we work diligently toward full platform recovery.
Oct 20, 13:52 PDT
As of 1:03 PM PDT, AWS reports continued service recovery across all AWS services. They have begun reducing throttles for new EC2 instance launches in the US-EAST-1 region that were previously implemented to mitigate impact.
Because the Gladly platform relies on AWS infrastructure, some customers may still experience intermittent performance or connectivity issues across areas such as:
Platform access and load times
Phone calls not connecting or being missed
Chats not routing properly to agents
Related integrations and connected services
Our engineering team remains in close coordination with AWS and continues to monitor their progress to ensure the complete restoration of all Gladly services.
We will provide the next update by 2:00 PM PDT or sooner as new information becomes available.
If you have any questions or require assistance, please contact Gladly Support or use this alternative form if you are unable to access the Help page.
Thank you for your continued patience and understanding as we work diligently toward full platform recovery.
Oct 20, 13:52 PDT
Update -
We’d like to provide the latest update regarding the ongoing issue impacting the Gladly platform.
As of 1:03 PM PDT, AWS reports continued service recovery across all AWS services. They have begun reducing throttles for new EC2 instance launches in the US-EAST-1 region that were previously implemented to mitigate impact.
Because the Gladly platform relies on AWS infrastructure, some customers may still experience intermittent performance or connectivity issues across areas such as:
Platform access and load times
Phone calls not connecting or being missed
Chats not routing properly to agents
Related integrations and connected services
Our engineering team remains in close coordination with AWS and continues to monitor their progress to ensure the complete restoration of all Gladly services.
We will provide the next update by 1:45 PM PDT or sooner as new information becomes available.
If you have any questions or require assistance, please contact Gladly Support or use this alternative form if you are unable to access the Help page.
Thank you for your continued patience and understanding as we work diligently toward full platform recovery.
Oct 20, 13:12 PDT
As of 1:03 PM PDT, AWS reports continued service recovery across all AWS services. They have begun reducing throttles for new EC2 instance launches in the US-EAST-1 region that were previously implemented to mitigate impact.
Because the Gladly platform relies on AWS infrastructure, some customers may still experience intermittent performance or connectivity issues across areas such as:
Platform access and load times
Phone calls not connecting or being missed
Chats not routing properly to agents
Related integrations and connected services
Our engineering team remains in close coordination with AWS and continues to monitor their progress to ensure the complete restoration of all Gladly services.
We will provide the next update by 1:45 PM PDT or sooner as new information becomes available.
If you have any questions or require assistance, please contact Gladly Support or use this alternative form if you are unable to access the Help page.
Thank you for your continued patience and understanding as we work diligently toward full platform recovery.
Oct 20, 13:12 PDT
Update -
We’d like to share the latest update regarding the ongoing issue impacting the Gladly platform.
As of 12:30 PM PDT, AWS continues to observe recovery across all services. Instance launches are now succeeding across multiple Availability Zones (AZs) in the US-EAST-1 region, and overall network connectivity continues to improve.
Because the Gladly platform relies on AWS infrastructure, this incident continues to cause intermittent disruptions across multiple areas of Gladly, including:
Platform access and performance
Phone calls not connecting or missed calls
Chats not routing to agents
Related integrations and connected services
Our engineering team remains in close coordination with AWS and continues to actively monitor progress to ensure full restoration of Gladly services.
We will provide the next update by 1:00 PM PDT or sooner as new information becomes available.
If you have any questions or require assistance, please contact Gladly Support or use this alternative form if you are unable to access the Help page.
Thank you for your continued patience and understanding as we work diligently to restore full platform functionality.
Oct 20, 12:32 PDT
As of 12:30 PM PDT, AWS continues to observe recovery across all services. Instance launches are now succeeding across multiple Availability Zones (AZs) in the US-EAST-1 region, and overall network connectivity continues to improve.
Because the Gladly platform relies on AWS infrastructure, this incident continues to cause intermittent disruptions across multiple areas of Gladly, including:
Platform access and performance
Phone calls not connecting or missed calls
Chats not routing to agents
Related integrations and connected services
Our engineering team remains in close coordination with AWS and continues to actively monitor progress to ensure full restoration of Gladly services.
We will provide the next update by 1:00 PM PDT or sooner as new information becomes available.
If you have any questions or require assistance, please contact Gladly Support or use this alternative form if you are unable to access the Help page.
Thank you for your continued patience and understanding as we work diligently to restore full platform functionality.
Oct 20, 12:32 PDT
Update -
We’d like to provide the latest update regarding the ongoing issue impacting the Gladly platform.
As of 11:22 AM PDT, AWS reports continued progress in resolving launch failures for new EC2 instances. They are seeing increased launches of new instances and decreasing network connectivity issues in the US-EAST-1 region.
Because the Gladly platform relies on AWS infrastructure, this outage has resulted in intermittent disruptions across multiple areas of Gladly, including:
Platform access and overall performance
Phone calls not connecting and missed calls
Chats not routing properly to agents
Related integrations and connected services
Our engineering team continues to closely monitor AWS recovery efforts and is actively coordinating to ensure full restoration of Gladly services.
We will provide the next update by 12:30 PM PDT or sooner as new information becomes available.
If you have any questions or require assistance, please contact Gladly Support or use this alternative form if you are unable to access the Help page.
Thank you for your continued patience and understanding as we work diligently to restore full platform functionality.
Oct 20, 12:05 PDT
As of 11:22 AM PDT, AWS reports continued progress in resolving launch failures for new EC2 instances. They are seeing increased launches of new instances and decreasing network connectivity issues in the US-EAST-1 region.
Because the Gladly platform relies on AWS infrastructure, this outage has resulted in intermittent disruptions across multiple areas of Gladly, including:
Platform access and overall performance
Phone calls not connecting and missed calls
Chats not routing properly to agents
Related integrations and connected services
Our engineering team continues to closely monitor AWS recovery efforts and is actively coordinating to ensure full restoration of Gladly services.
We will provide the next update by 12:30 PM PDT or sooner as new information becomes available.
If you have any questions or require assistance, please contact Gladly Support or use this alternative form if you are unable to access the Help page.
Thank you for your continued patience and understanding as we work diligently to restore full platform functionality.
Oct 20, 12:05 PDT
Update -
We’d like to share the latest update regarding the ongoing issue impacting the Gladly platform.
As of 10:38 AM PDT, AWS reports progress in resolving launch failures for new EC2 instances. Internal subsystems within EC2 are now showing early signs of recovery in several Availability Zones (AZs) within the US-EAST-1 region. AWS is applying mitigations to the remaining AZs, after which launch errors and network connectivity issues are expected to subside.
Because the Gladly platform relies on AWS infrastructure, this incident continues to cause intermittent disruptions across multiple areas of Gladly, including:
Platform access and overall performance
Inability to connect to phone calls
Missed or failed call connections
Chats not routing properly to agents
Related integrations and connected services
Our engineering team remains in close coordination with AWS and continues to monitor recovery efforts closely to ensure full restoration of Gladly services.
We will provide the next update by 12:00 PM PDT or sooner as new information becomes available.
If you have any questions or require assistance, please contact Gladly Support or use this alternative form if you are unable to access the Help page.
Thank you for your continued patience and understanding as we work diligently to restore full platform functionality.
Oct 20, 11:29 PDT
As of 10:38 AM PDT, AWS reports progress in resolving launch failures for new EC2 instances. Internal subsystems within EC2 are now showing early signs of recovery in several Availability Zones (AZs) within the US-EAST-1 region. AWS is applying mitigations to the remaining AZs, after which launch errors and network connectivity issues are expected to subside.
Because the Gladly platform relies on AWS infrastructure, this incident continues to cause intermittent disruptions across multiple areas of Gladly, including:
Platform access and overall performance
Inability to connect to phone calls
Missed or failed call connections
Chats not routing properly to agents
Related integrations and connected services
Our engineering team remains in close coordination with AWS and continues to monitor recovery efforts closely to ensure full restoration of Gladly services.
We will provide the next update by 12:00 PM PDT or sooner as new information becomes available.
If you have any questions or require assistance, please contact Gladly Support or use this alternative form if you are unable to access the Help page.
Thank you for your continued patience and understanding as we work diligently to restore full platform functionality.
Oct 20, 11:29 PDT
Update -
We’d like to share the latest update regarding the Voice and Reporting errors currently affecting some Gladly customers.
As of October 20, 9:45 AM PDT, AWS continues to apply mitigation steps to address the network load balancer health issue impacting multiple AWS services. Connectivity has been restored for most services, and recovery efforts are ongoing.
We are closely monitoring the situation and will provide the next update within 30 minutes or sooner as new information becomes available.
If you have any questions or require assistance, please contactGladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
.
Thank you for your continued patience and understanding.
Oct 20, 10:32 PDT
As of October 20, 9:45 AM PDT, AWS continues to apply mitigation steps to address the network load balancer health issue impacting multiple AWS services. Connectivity has been restored for most services, and recovery efforts are ongoing.
We are closely monitoring the situation and will provide the next update within 30 minutes or sooner as new information becomes available.
If you have any questions or require assistance, please contactGladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
.
Thank you for your continued patience and understanding.
Oct 20, 10:32 PDT
Update -
We have identified the issue, and are working as expediently as possible to resolve it. We will continue to update this Status Page every 30 minutes or sooner until resolved.
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Oct 20, 10:03 PDT
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Oct 20, 10:03 PDT
Update -
We have identified the issue, and are working as expediently as possible to resolve it. We will continue to update this Status Page every 30 minutes or sooner until resolved.
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Oct 20, 09:30 PDT
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Oct 20, 09:30 PDT
Update -
We’d like to provide an update on the Voice and Reporting errors currently affecting some Gladly customers.
As of October 20, 8:43 AM PDT, AWS has identified the source of the network connectivity issues impacting its services. According to AWS, the root cause is an internal subsystem these issues have caused intermittent disruptions in Voice and Reporting functions for some customers.
Our engineering team continues to closely monitor AWS’s recovery efforts and will take all necessary actions to stabilize performance on our end. We will provide the next update within 30 minutes or sooner as new information becomes available.
If you have any questions or need assistance, please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Thank you for your patience and understanding as we work to ensure full service restoration.
Oct 20, 09:03 PDT
As of October 20, 8:43 AM PDT, AWS has identified the source of the network connectivity issues impacting its services. According to AWS, the root cause is an internal subsystem these issues have caused intermittent disruptions in Voice and Reporting functions for some customers.
Our engineering team continues to closely monitor AWS’s recovery efforts and will take all necessary actions to stabilize performance on our end. We will provide the next update within 30 minutes or sooner as new information becomes available.
If you have any questions or need assistance, please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Thank you for your patience and understanding as we work to ensure full service restoration.
Oct 20, 09:03 PDT
Identified -
We are currently aware of and actively investigating Voice and Reporting errors impacting some Gladly customers. Our initial findings indicate that these disruptions are related to the ongoing AWS infrastructure incident affecting multiple services globally.
Our engineering teams are closely monitoring both AWS updates while implementing mitigation steps to minimize impact. We are working as expediently as possible to restore full functionality.
We will continue to update this Status Page every 30 minutes or sooner if new information becomes available until the issue is fully resolved.
If you have any questions or require assistance, Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Thank you for your continued patience and understanding as we work to restore normal operations.
Oct 20, 08:33 PDT
Our engineering teams are closely monitoring both AWS updates while implementing mitigation steps to minimize impact. We are working as expediently as possible to restore full functionality.
We will continue to update this Status Page every 30 minutes or sooner if new information becomes available until the issue is fully resolved.
If you have any questions or require assistance, Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Thank you for your continued patience and understanding as we work to restore normal operations.
Oct 20, 08:33 PDT
Update -
We are aware of and actively addressing the Voice and Reporting errors currently impacting some Gladly customers. Our engineering team is working as expediently as possible to identify the cause and implement a resolution.
We will continue to update this Status Page every 30 minutes or sooner if new information becomes available until the issue is fully resolved.
If you have any questions or require assistance, please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Thank you for your patience and understanding as we work diligently to restore full functionality.
Oct 20, 08:00 PDT
We will continue to update this Status Page every 30 minutes or sooner if new information becomes available until the issue is fully resolved.
If you have any questions or require assistance, please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Thank you for your patience and understanding as we work diligently to restore full functionality.
Oct 20, 08:00 PDT
Investigating -
We are currently investigating reports of Voice and Reporting errors that are affecting some Gladly customers. Our engineering team is actively working to identify the root cause and restore full functionality as quickly as possible.
We will continue to provide updates every 30 minutes as more information becomes available and progress is made toward resolution.
If you have any questions or need assistance in the meantime, please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
We appreciate your patience and understanding as we work to resolve this issue.
Oct 20, 07:16 PDT
We will continue to provide updates every 30 minutes as more information becomes available and progress is made toward resolution.
If you have any questions or need assistance in the meantime, please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
We appreciate your patience and understanding as we work to resolve this issue.
Oct 20, 07:16 PDT
Resolved -
After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is operational. Backfills of Customer Journeys will be completed imminently.
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.
Oct 20, 02:56 PDT
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.
Oct 20, 02:56 PDT
Monitoring -
AWS has deployed a fix for this issue, and we will continue to monitor. We will post a final update when fully resolved.
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Oct 20, 02:39 PDT
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Oct 20, 02:39 PDT
Update -
We are working as expediently as possible with AWS to resolve their issues. We will continue to update this Status Page every 30 minutes or sooner until resolved.
Please contact Gladly Support at support@gladly.com should you have any questions.
Oct 20, 02:19 PDT
Please contact Gladly Support at support@gladly.com should you have any questions.
Oct 20, 02:19 PDT
Update -
The AWS regional outage is also affecting support request creation through the Gladly UI and the associated responses.
Please contact Gladly Support at support@gladly.com should you have any questions.
Oct 20, 01:51 PDT
Please contact Gladly Support at support@gladly.com should you have any questions.
Oct 20, 01:51 PDT
Update -
We continue to work to mitigate the issues stemming from the AWS outage.
We will continue to post updates here every 30 minutes or sooner.
Please use this alternative form to contact Gladly support.
Oct 20, 00:30 PDT
We will continue to post updates here every 30 minutes or sooner.
Please use this alternative form to contact Gladly support.
Oct 20, 00:30 PDT
Update -
We are working as expediently as possible with AWS to resolve their issues. We will continue to update this Status Page every 30 minutes or sooner until resolved.
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Oct 20, 00:25 PDT
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Oct 20, 00:25 PDT
Identified -
We have identified the issue due to an AWS outage. Agents are intermittently unable to log into Gladly and send messages.
You can review the AWS status page here: https://health.aws.amazon.com/health/status
We will continue to update this Status Page every 30 minutes or sooner until resolved.
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Oct 20, 00:15 PDT
You can review the AWS status page here: https://health.aws.amazon.com/health/status
We will continue to update this Status Page every 30 minutes or sooner until resolved.
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Oct 20, 00:15 PDT
Investigating -
Gladly is investigating issues with network performance related to an AWS outage.
We are continuing to work on a resolution, and will continue updating this page every 30 minutes or sooner.
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Oct 20, 00:10 PDT
We are continuing to work on a resolution, and will continue updating this page every 30 minutes or sooner.
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Oct 20, 00:10 PDT
Oct 19, 2025
No incidents reported.
Oct 18, 2025
No incidents reported.
Oct 17, 2025
No incidents reported.
Oct 16, 2025
No incidents reported.
Oct 15, 2025
No incidents reported.
Oct 14, 2025
No incidents reported.