Outage report · Major outage

Gladly outage on Oct 20, 2025

Investigating Performance Issue

SeverityMajor outage
StartedOct 20, 2025, 07:10UTC
ResolvedOct 20, 2025, 09:56UTC
Duration2h 46m

What happened

Gladly reported a major outage starting Oct 20, 2025, 07:10 UTC, affecting Gladly Team Solution, Login. It was marked resolved at Oct 20, 2025, 09:56 UTC.

  • The incident lasted 2h 46m from first report to resolution.
  • It was the 2nd longest of 5 significant outages Gladly reported in the 12 months up to it.
  • Gladly had reported 3 other partial or major outages in the 90 days before it.
  • 12 other vendors we track reported a significant incident within 12 hours of it.

Latest update from Gladly

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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.

Read Gladly's official incident report ↗

What our independent monitoring saw

Our independent monitoring of Gladly started after this incident, so this report is based on Gladly's status page.

Other outages around the same time

Significant incidents other vendors reported within 12 hours of this one.

Gladly's overall reliability

74.9/100

Gladly has a reliability score of 74.9/100, with 99.65% effective uptime and 7 incidents over the last 90 days.

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