Snapshot 20436
Normalized text
Scripts and page chrome removed; this is what change detection compares.
{
"pages": [
{
"end_time": "2026-09-30T23:59:59Z",
"months": [
{
"incidents": [
{
"code": "h985yw5vc9xc",
"impact": "major",
"message": "This incident has been resolved.",
"name": "Customer sidebar search not working",
"timestamp": "Sep \u003cvar data-var='date'\u003e16\u003c/var\u003e, \u003cvar data-var='time'\u003e12:51\u003c/var\u003e - \u003cvar data-var='time'\u003e14:05\u003c/var\u003e UTC"
},
{
"code": "vgn87kg74k9q",
"impact": "major",
"message": "This incident has been resolved.",
"name": "Issues with closing tickets",
"timestamp": "Sep \u003cvar data-var='date'\u003e15\u003c/var\u003e, \u003cvar data-var='time'\u003e10:42\u003c/var\u003e - \u003cvar data-var='time'\u003e11:28\u003c/var\u003e UTC"
},
{
"code": "4hy3kmrbsd9v",
"impact": "none",
"message": "This incident has been resolved.",
"name": "Notifications not playing sound in the browser",
"timestamp": "Sep \u003cvar data-var='date'\u003e14\u003c/var\u003e, \u003cvar data-var='time'\u003e18:37\u003c/var\u003e - \u003cvar data-var='time'\u003e19:58\u003c/var\u003e UTC"
},
{
"code": "gmy7nmzyrs4h",
"impact": "minor",
"message": "Incident has been resolved",
"name": "Help Center creation not working for new Gorgias accounts",
"timestamp": "Sep \u003cvar data-var='date'\u003e8\u003c/var\u003e, \u003cvar data-var='time'\u003e15:36\u003c/var\u003e - \u003cvar data-var='time'\u003e16:12\u003c/var\u003e UTC"
},
{
"code": "v0rg7fgpy9x0",
"impact": "major",
"message": "This incident has been resolved.",
"name": "Instagram direct message delayed ingestion",
"timestamp": "Sep \u003cvar data-var='date'\u003e2\u003c/var\u003e, \u003cvar data-var='time'\u003e14:49\u003c/var\u003e - \u003cvar data-var='time'\u003e19:11\u003c/var\u003e UTC"
},
{
"code": "d0x8wn3gf69s",
"impact": "major",
"message": "This incident has been resolved.",
"name": "Cloud service provider network incident may affect a subset of Gorgias Customers",
"timestamp": "Sep \u003cvar data-var='date'\u003e1\u003c/var\u003e, \u003cvar data-var='time'\u003e15:19\u003c/var\u003e - \u003cvar data-var='time'\u003e18:59\u003c/var\u003e UTC"
},
{
"code": "fhnr6s53bb86",
"impact": "major",
"message": "The incident affecting our upstream telephony provider, Twilio, has been resolved. Voice call functionality in Gorgias has returned to normal, including call test results.",
"name": "Voice/SMS functionality degraded due to a Twilio incident",
"timestamp": "Sep \u003cvar data-var='date'\u003e1\u003c/var\u003e, \u003cvar data-var='time'\u003e17:05\u003c/var\u003e - \u003cvar data-var='time'\u003e18:00\u003c/var\u003e UTC"
}
],
"name": "September",
"year": 2026
},
{
"incidents": [
{
"code": "q2x8qzh3dh4n",
"impact": "major",
"message": "This incident has been resolved.",
"name": "Ticket, order and product search showing outdated results",
"timestamp": "Aug \u003cvar data-var='date'\u003e27\u003c/var\u003e, \u003cvar data-var='time'\u003e16:22\u003c/var\u003e - \u003cvar data-var='time'\u003e17:02\u003c/var\u003e UTC"
},
{
"code": "n8y92tz6m25c",
"impact": "major",
"message": "The WhatsApp ticket issue that occurred on August 10th between 4:30 PM and 8:00 PM UTC is now fully resolved.\n\n**What happened:**\nA replay of WhatsApp webhooks caused older messages to be imported, which resulted in closed tickets reopening and, in some cases, duplicate tickets being created.\n\n**Billing:**\nBillable tickets created as a result of this incident have been removed from affected merchants' billing counts. Please note that billing corrections may take a bit of time to reflect in your account. Merchants who were already charged before this correction was applied will receive a refund in the following days — our team will reach out as needed.\n\n**What's next:**\nA public post-mortem detailing the root cause, impact, and steps taken to prevent recurrence will be published by tomorrow, August 13th, at the latest.\n\nWe sincerely apologize for the disruption this caused to your workflows. Thank you for your patience.",
"name": "WhatsApp: Unexpected Ticket Activity",
"timestamp": "Aug \u003cvar data-var='date'\u003e11\u003c/var\u003e, \u003cvar data-var='time'\u003e14:31\u003c/var\u003e - Aug \u003cvar data-var='date'\u003e12\u003c/var\u003e, \u003cvar data-var='time'\u003e10:59\u003c/var\u003e UTC"
},
{
"code": "fygg2w0dg9xp",
"impact": "major",
"message": "The issue has been resolved",
"name": "CORS issues on signup",
"timestamp": "Aug \u003cvar data-var='date'\u003e11\u003c/var\u003e, \u003cvar data-var='time'\u003e11:36\u003c/var\u003e - \u003cvar data-var='time'\u003e13:16\u003c/var\u003e UTC"
}
],
"name": "August",
"year": 2026
},
{
"incidents": [
{
"code": "h2ybjtyp1nyz",
"impact": "major",
"message": "The traffic of Gmail notifications for our app is back at normal levels.",
"name": "Delayed email sync for Gmail integrations",
"timestamp": "Jul \u003cvar data-var='date'\u003e27\u003c/var\u003e, \u003cvar data-var='time'\u003e22:30\u003c/var\u003e - \u003cvar data-var='time'\u003e23:13\u003c/var\u003e UTC"
},
{
"code": "jlxzhg6rr7dy",
"impact": "major",
"message": "A transient network issue has been resolved, and all queued requests have been processed. All services are now operational.",
"name": "Temporary unavailability of the e-commerce data service",
"timestamp": "Jul \u003cvar data-var='date'\u003e22\u003c/var\u003e, \u003cvar data-var='time'\u003e12:35\u003c/var\u003e - \u003cvar data-var='time'\u003e13:13\u003c/var\u003e UTC"
},
{
"code": "cbq39lhy2qvv",
"impact": "minor",
"message": "This incident has been resolved.",
"name": "Realtime updates lagging on us-cental-d8ff cluster",
"timestamp": "Jul \u003cvar data-var='date'\u003e17\u003c/var\u003e, \u003cvar data-var='time'\u003e18:10\u003c/var\u003e - \u003cvar data-var='time'\u003e18:51\u003c/var\u003e UTC"
},
{
"code": "ll55ntldnhgq",
"impact": "major",
"message": "This incident has been resolved.",
"name": "Store website and URLs sync failures",
"timestamp": "Jul \u003cvar data-var='date'\u003e15\u003c/var\u003e, \u003cvar data-var='time'\u003e10:18\u003c/var\u003e - Jul \u003cvar data-var='date'\u003e17\u003c/var\u003e, \u003cvar data-var='time'\u003e13:27\u003c/var\u003e UTC"
},
{
"code": "1702kk5rg4z8",
"impact": "minor",
"message": "What happened: Between 01:43 and 02:25 UTC, some customers experienced slow or failed Helpdesk responses and intermittent login issues. Impact was limited to a single infrastructure cluster (us-east1-2607).\n\nCause: A temporary fault in our cloud provider's storage layer, isolated to one data-center zone. This was an underlying infrastructure issue, not a Gorgias application problem or a change on our side.\n\nResolution: Our systems recovered automatically via built-in failover. No data was lost and no manual intervention was needed.\n\nNext steps: We'll be reviewing the incident with our cloud provider and evaluating measures to further strengthen resilience against this class of issue.\n\nWe apologize for the disruption, you can reach out to your support contact with any questions.",
"name": "Helpdesk service disruption on us-east1-2607",
"timestamp": "Jul \u003cvar data-var='date'\u003e17\u003c/var\u003e, \u003cvar data-var='time'\u003e01:43\u003c/var\u003e - \u003cvar data-var='time'\u003e01:43\u003c/var\u003e UTC"
},
{
"code": "0mslqk79hs6q",
"impact": "major",
"message": "This incident has been resolved.",
"name": "[AI Agent][API] Elevated 5XX errors on the AI Agent API",
"timestamp": "Jul \u003cvar data-var='date'\u003e16\u003c/var\u003e, \u003cvar data-var='time'\u003e13:56\u003c/var\u003e - \u003cvar data-var='time'\u003e14:26\u003c/var\u003e UTC"
},
{
"code": "8r6r0j5dl6t2",
"impact": "major",
"message": "Between 08:00 and 18:30 UTC on July 14, an infrastructure issue at one of our third-party ML providers caused intermittent failures in the AI Agent’s knowledge retrieval. During this window, the AI Agent did not always pick up knowledge sources (Help Center articles and guidance) when composing answers, and could respond based on conversation context alone. Some intent-based automations (rules and routing) were also intermittently affected.",
"name": "AI Agent knowledge retrieval degradation",
"timestamp": "Jul \u003cvar data-var='date'\u003e15\u003c/var\u003e, \u003cvar data-var='time'\u003e16:42\u003c/var\u003e - \u003cvar data-var='time'\u003e16:42\u003c/var\u003e UTC"
},
{
"code": "189998v4dhdc",
"impact": "major",
"message": "This incident has been resolved.",
"name": "High Latency in Helpdesk",
"timestamp": "Jul \u003cvar data-var='date'\u003e7\u003c/var\u003e, \u003cvar data-var='time'\u003e16:01\u003c/var\u003e - \u003cvar data-var='time'\u003e20:16\u003c/var\u003e UTC"
},
{
"code": "tnbx2yb6ksm6",
"impact": "none",
"message": "This incident has been resolved.",
"name": "Files cannot be opened in the ticket attachments and pasted files",
"timestamp": "Jul \u003cvar data-var='date'\u003e3\u003c/var\u003e, \u003cvar data-var='time'\u003e10:14\u003c/var\u003e - \u003cvar data-var='time'\u003e11:37\u003c/var\u003e UTC"
},
{
"code": "hs4w8bdn8x6n",
"impact": "none",
"message": "This incident has been resolved.",
"name": "Helpdesk general slowness",
"timestamp": "Jul \u003cvar data-var='date'\u003e1\u003c/var\u003e, \u003cvar data-var='time'\u003e11:25\u003c/var\u003e - \u003cvar data-var='time'\u003e13:28\u003c/var\u003e UTC"
}
],
"name": "July",
"year": 2026
}
],
"start_time": "2026-07-01T00:00:00Z",
"time_zone": "UTC"
},
{
"end_time": "2026-06-30T23:59:59Z",
"months": [
{
"incidents": [
{
"code": "s16rdbt8kjzq",
"impact": "major",
"message": "This incident has been resolved.",
"name": "Degraded performance of analytics services",
"timestamp": "Jun \u003cvar data-var='date'\u003e29\u003c/var\u003e, \u003cvar data-var='time'\u003e16:03\u003c/var\u003e - \u003cvar data-var='time'\u003e16:59\u003c/var\u003e UTC"
},
{
"code": "m2sqspq84jxf",
"impact": "minor",
"message": "Ticket search is now up to date. Between 9:19 AM and 10:34 AM CEST, recently created or updated tickets may not have appeared in search results due to an infrastructure issue on one cluster. This has been fixed and all pending updates have processed. Tickets themselves were never affected.",
"name": "Delayed Search Results for Recent Tickets",
"timestamp": "Jun \u003cvar data-var='date'\u003e29\u003c/var\u003e, \u003cvar data-var='time'\u003e07:53\u003c/var\u003e - \u003cvar data-var='time'\u003e08:47\u003c/var\u003e UTC"
},
{
"code": "xy58lfr6kd3l",
"impact": "minor",
"message": "This incident is resolved. As of 12:57 CEST (10:57 UTC), views and ticket counts in the europe-west3 cluster are fully operational and updating normally again.\n\nWe deployed changes to improve data ingestion reliability and confirmed that view data and ticket counts are accurate and up to date. Performance has returned to normal. Other regions were never impacted.\n\nWe're sorry for any inconvenience this may have caused, and thank you for your patience.",
"name": "europe-west3 — Stale views data and missing ticket counts",
"timestamp": "Jun \u003cvar data-var='date'\u003e25\u003c/var\u003e, \u003cvar data-var='time'\u003e08:26\u003c/var\u003e - \u003cvar data-var='time'\u003e16:40\u003c/var\u003e UTC"
},
{
"code": "pd65t7mr30vm",
"impact": "minor",
"message": "This incident has been resolved. Shopify fixed the outage on their side.",
"name": "Shopify degraded performance",
"timestamp": "Jun \u003cvar data-var='date'\u003e24\u003c/var\u003e, \u003cvar data-var='time'\u003e11:43\u003c/var\u003e - \u003cvar data-var='time'\u003e12:09\u003c/var\u003e UTC"
},
{
"code": "ttq1mq0qgc4t",
"impact": "critical",
"message": "A fix has been implemented and the chat is stable.",
"name": "Chat are not working properly",
"timestamp": "Jun \u003cvar data-var='date'\u003e22\u003c/var\u003e, \u003cvar data-var='time'\u003e14:50\u003c/var\u003e - \u003cvar data-var='time'\u003e15:22\u003c/var\u003e UTC"
},
{
"code": "l90zqrbvlxmd",
"impact": "major",
"message": "This incident has been resolved.",
"name": "WhatsApp, Instagram and Facebook messages might be delayed",
"timestamp": "Jun \u003cvar data-var='date'\u003e12\u003c/var\u003e, \u003cvar data-var='time'\u003e14:27\u003c/var\u003e - \u003cvar data-var='time'\u003e18:29\u003c/var\u003e UTC"
},
{
"code": "v8pmnts01j6j",
"impact": "major",
"message": "This incident has been resolved.",
"name": "Delays in HTTP integrations for some accounts",
"timestamp": "Jun \u003cvar data-var='date'\u003e11\u003c/var\u003e, \u003cvar data-var='time'\u003e21:44\u003c/var\u003e - \u003cvar data-var='time'\u003e22:18\u003c/var\u003e UTC"
},
{
"code": "w63ydxlqy76m",
"impact": "minor",
"message": "Resolved — Between 04:00 and 06:37 UTC on June 7, some customers may have experienced delays in ecommerce data updates within Gorgias. The issue has been fully resolved and all systems are operating normally. We apologize for any inconvenience caused.",
"name": "Elevated latency in ecommerce data processing on the Australian region",
"timestamp": "Jun \u003cvar data-var='date'\u003e7\u003c/var\u003e, \u003cvar data-var='time'\u003e06:03\u003c/var\u003e - \u003cvar data-var='time'\u003e06:39\u003c/var\u003e UTC"
},
{
"code": "hvmh86kqmq18",
"impact": "minor",
"message": "This incident has been resolved.",
"name": "Customer data in cluster us-east4-5f09 has lag",
"timestamp": "Jun \u003cvar data-var='date'\u003e5\u003c/var\u003e, \u003cvar data-var='time'\u003e13:50\u003c/var\u003e - \u003cvar data-var='time'\u003e14:20\u003c/var\u003e UTC"
},
{
"code": "8qhg9dzf5nlc",
"impact": "minor",
"message": "This incident has been resolved.\nAll events have been recovered",
"name": "brief delay in subscription \u0026 invoice updates",
"timestamp": "Jun \u003cvar data-var='date'\u003e4\u003c/var\u003e, \u003cvar data-var='time'\u003e16:06\u003c/var\u003e - Jun \u003cvar data-var='date'\u003e5\u003c/var\u003e, \u003cvar data-var='time'\u003e11:25\u003c/var\u003e UTC"
}
],
"name": "June",
"year": 2026
},
{
"incidents": [
{
"code": "wt746bkkzfsw",
"impact": "major",
"message": "This incident has been resolved.",
"name": "AI Agent degraded performance",
"timestamp": "May \u003cvar data-var='date'\u003e27\u003c/var\u003e, \u003cvar data-var='time'\u003e15:28\u003c/var\u003e - May \u003cvar data-var='date'\u003e28\u003c/var\u003e, \u003cvar data-var='time'\u003e06:07\u003c/var\u003e UTC"
},
{
"code": "j9nhgcz55ksm",
"impact": "major",
"message": "This incident has been resolved.",
"name": "AI Agent - Too many handovers",
"timestamp": "May \u003cvar data-var='date'\u003e27\u003c/var\u003e, \u003cvar data-var='time'\u003e14:20\u003c/var\u003e - \u003cvar data-var='time'\u003e18:02\u003c/var\u003e UTC"
},
{
"code": "9mlxvsbqrxcv",
"impact": "major",
"message": "Incident is resolved.",
"name": "Some merchands are reporting orders missing from the widgets / search",
"timestamp": "May \u003cvar data-var='date'\u003e21\u003c/var\u003e, \u003cvar data-var='time'\u003e14:24\u003c/var\u003e - \u003cvar data-var='time'\u003e16:03\u003c/var\u003e UTC"
},
{
"code": "nym2hj1q0f3s",
"impact": "major",
"message": "This incident has been resolved.",
"name": "Ticket Search is delaying on one of the helpdesk cluster",
"timestamp": "May \u003cvar data-var='date'\u003e21\u003c/var\u003e, \u003cvar data-var='time'\u003e07:21\u003c/var\u003e - \u003cvar data-var='time'\u003e08:41\u003c/var\u003e UTC"
},
{
"code": "j8j7368hhlnj",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Infrastructure Maintenance - Europe",
"timestamp": "May \u003cvar data-var='date'\u003e19\u003c/var\u003e, \u003cvar data-var='time'\u003e23:00\u003c/var\u003e - May \u003cvar data-var='date'\u003e20\u003c/var\u003e, \u003cvar data-var='time'\u003e00:00\u003c/var\u003e UTC"
},
{
"code": "6q856tn6j5lz",
"impact": "none",
"message": "This incident has been resolved.",
"name": "Ticket view count is not updating on some accounts.",
"timestamp": "May \u003cvar data-var='date'\u003e18\u003c/var\u003e, \u003cvar data-var='time'\u003e02:47\u003c/var\u003e - \u003cvar data-var='time'\u003e05:32\u003c/var\u003e UTC"
},
{
"code": "vh42l7vt7z75",
"impact": "minor",
"message": "This incident has been resolved.",
"name": "Delayed or missing view counts",
"timestamp": "May \u003cvar data-var='date'\u003e7\u003c/var\u003e, \u003cvar data-var='time'\u003e02:24\u003c/var\u003e - \u003cvar data-var='time'\u003e04:01\u003c/var\u003e UTC"
},
{
"code": "lp539t18h9j6",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Database Maintenance - North America",
"timestamp": "May \u003cvar data-var='date'\u003e6\u003c/var\u003e, \u003cvar data-var='time'\u003e07:00\u003c/var\u003e - \u003cvar data-var='time'\u003e07:53\u003c/var\u003e UTC"
},
{
"code": "9mng81xqq48h",
"impact": "minor",
"message": "This incident has been resolved.",
"name": "Delayed ticket search results",
"timestamp": "May \u003cvar data-var='date'\u003e6\u003c/var\u003e, \u003cvar data-var='time'\u003e06:34\u003c/var\u003e - \u003cvar data-var='time'\u003e07:22\u003c/var\u003e UTC"
},
{
"code": "9k6zy8yl5267",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Database Maintenance - North America",
"timestamp": "May \u003cvar data-var='date'\u003e4\u003c/var\u003e, \u003cvar data-var='time'\u003e07:00\u003c/var\u003e - \u003cvar data-var='time'\u003e07:56\u003c/var\u003e UTC"
}
],
"name": "May",
"year": 2026
},
{
"incidents": [
{
"code": "kz5b4vhwm5tc",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Database Maintenance - North America",
"timestamp": "Apr \u003cvar data-var='date'\u003e29\u003c/var\u003e, \u003cvar data-var='time'\u003e07:00\u003c/var\u003e - \u003cvar data-var='time'\u003e07:50\u003c/var\u003e UTC"
},
{
"code": "832wws17g94b",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Infrastructure Maintenance - North America",
"timestamp": "Apr \u003cvar data-var='date'\u003e27\u003c/var\u003e, \u003cvar data-var='time'\u003e07:00\u003c/var\u003e - \u003cvar data-var='time'\u003e07:58\u003c/var\u003e UTC"
},
{
"code": "j8181qrwfk1d",
"impact": "major",
"message": "This incident has been resolved.",
"name": "Account signup form reports errors",
"timestamp": "Apr \u003cvar data-var='date'\u003e24\u003c/var\u003e, \u003cvar data-var='time'\u003e14:58\u003c/var\u003e - \u003cvar data-var='time'\u003e15:50\u003c/var\u003e UTC"
},
{
"code": "p83gyygychty",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Database Maintenance - North America",
"timestamp": "Apr \u003cvar data-var='date'\u003e22\u003c/var\u003e, \u003cvar data-var='time'\u003e07:00\u003c/var\u003e - \u003cvar data-var='time'\u003e07:43\u003c/var\u003e UTC"
},
{
"code": "3kdfygssp9vd",
"impact": "major",
"message": "This incident has been resolved.",
"name": "Message processing has been restored across all affected services",
"timestamp": "Apr \u003cvar data-var='date'\u003e17\u003c/var\u003e, \u003cvar data-var='time'\u003e07:07\u003c/var\u003e - \u003cvar data-var='time'\u003e11:15\u003c/var\u003e UTC"
},
{
"code": "drhy1gj77syj",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Infrastructure Maintenance - North America",
"timestamp": "Apr \u003cvar data-var='date'\u003e15\u003c/var\u003e, \u003cvar data-var='time'\u003e07:00\u003c/var\u003e - \u003cvar data-var='time'\u003e08:00\u003c/var\u003e UTC"
},
{
"code": "g9qbhxvph5qv",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Infrastructure Maintenance - Europe",
"timestamp": "Apr \u003cvar data-var='date'\u003e13\u003c/var\u003e, \u003cvar data-var='time'\u003e23:00\u003c/var\u003e - Apr \u003cvar data-var='date'\u003e14\u003c/var\u003e, \u003cvar data-var='time'\u003e00:00\u003c/var\u003e UTC"
},
{
"code": "5543ljt1nwwt",
"impact": "major",
"message": "This incident has been resolved. We’re sorry for the inconvenience.\n\nOutbound messages and replies sent between 9:18 AM–12:15 PM UTC on April 9th will not be visible in Gorgias.\n\nSystems are currently fully operational, and we're working on addressing the factors that lead to this incident.",
"name": "Some customers may experience delayed ticket and order updates or missin...",
"timestamp": "Apr \u003cvar data-var='date'\u003e9\u003c/var\u003e, \u003cvar data-var='time'\u003e12:19\u003c/var\u003e - Apr \u003cvar data-var='date'\u003e10\u003c/var\u003e, \u003cvar data-var='time'\u003e08:44\u003c/var\u003e UTC"
},
{
"code": "68gr1gnknkqp",
"impact": "major",
"message": "This incident has been resolved.",
"name": "europe-west1-c511 cluster experiencing partial outage",
"timestamp": "Apr \u003cvar data-var='date'\u003e9\u003c/var\u003e, \u003cvar data-var='time'\u003e17:18\u003c/var\u003e - \u003cvar data-var='time'\u003e18:01\u003c/var\u003e UTC"
},
{
"code": "66qh1pkj4hrx",
"impact": "major",
"message": "We experienced an issue affecting some Europe-hosted Helpdesks that prevented live updates from appearing in the interface. No data was lost, as the problem only impacted UI refresh.\n\nThis incident has now been resolved. We’re sorry for the inconvenience.",
"name": "No live updates on some Helpdesks hosted in Europe",
"timestamp": "Apr \u003cvar data-var='date'\u003e9\u003c/var\u003e, \u003cvar data-var='time'\u003e10:42\u003c/var\u003e - \u003cvar data-var='time'\u003e11:24\u003c/var\u003e UTC"
},
{
"code": "mpwqjt10ffhc",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Infrastructure Maintenance - North America",
"timestamp": "Apr \u003cvar data-var='date'\u003e9\u003c/var\u003e, \u003cvar data-var='time'\u003e07:32\u003c/var\u003e - \u003cvar data-var='time'\u003e08:04\u003c/var\u003e UTC"
},
{
"code": "5r2p5hjrzctc",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Infrastructure Maintenance - Europe Part 1",
"timestamp": "Apr \u003cvar data-var='date'\u003e7\u003c/var\u003e, \u003cvar data-var='time'\u003e23:00\u003c/var\u003e - Apr \u003cvar data-var='date'\u003e8\u003c/var\u003e, \u003cvar data-var='time'\u003e00:53\u003c/var\u003e UTC"
},
{
"code": "pg1yb9hmg6lr",
"impact": "major",
"message": "The issue is now resolved. We identified a specific payload that was blocking the search index update and addressed it. Everything is operating normally, and we’ll continue to keep an eye on things to ensure stability.",
"name": "Customers' search not up to date",
"timestamp": "Apr \u003cvar data-var='date'\u003e6\u003c/var\u003e, \u003cvar data-var='time'\u003e22:42\u003c/var\u003e - Apr \u003cvar data-var='date'\u003e7\u003c/var\u003e, \u003cvar data-var='time'\u003e04:32\u003c/var\u003e UTC"
},
{
"code": "jc4ngqdtxb6l",
"impact": "major",
"message": "A fix has been implemented and we are monitoring the results.",
"name": "Automation Rules Not Triggering",
"timestamp": "Apr \u003cvar data-var='date'\u003e3\u003c/var\u003e, \u003cvar data-var='time'\u003e12:46\u003c/var\u003e - \u003cvar data-var='time'\u003e16:25\u003c/var\u003e UTC"
}
],
"name": "April",
"year": 2026
}
],
"start_time": "2026-04-01T00:00:00Z",
"time_zone": "UTC"
},
{
"end_time": "2026-03-31T23:59:59Z",
"months": [
{
"incidents": [
{
"code": "gz577r526733",
"impact": "major",
"message": "The incident has been resolved and duplicate billing events are no longer being generated. We are now assessing the customer billing impact and will take the appropriate corrective actions where needed.",
"name": "Billing Incident Affecting Some Automation Usage Events from March 16 to March 20, 2026",
"timestamp": "Mar \u003cvar data-var='date'\u003e27\u003c/var\u003e, \u003cvar data-var='time'\u003e10:49\u003c/var\u003e - \u003cvar data-var='time'\u003e10:49\u003c/var\u003e UTC"
},
{
"code": "wnfgsy8p9ddb",
"impact": "major",
"message": "The problem has been fixed. AI Agent has resumed processing email tickets. The incident has been resolved.",
"name": "AI Agent not processing email tickets",
"timestamp": "Mar \u003cvar data-var='date'\u003e26\u003c/var\u003e, \u003cvar data-var='time'\u003e16:00\u003c/var\u003e - \u003cvar data-var='time'\u003e16:38\u003c/var\u003e UTC"
},
{
"code": "gttq6w4wy0x9",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Infrastructure Maintenance - Australia",
"timestamp": "Mar \u003cvar data-var='date'\u003e23\u003c/var\u003e, \u003cvar data-var='time'\u003e14:26\u003c/var\u003e - \u003cvar data-var='time'\u003e15:03\u003c/var\u003e UTC"
},
{
"code": "jn77b291jwdm",
"impact": "major",
"message": "This incident has been resolved.",
"name": "AI Agent and Automation analytics are delayed",
"timestamp": "Mar \u003cvar data-var='date'\u003e20\u003c/var\u003e, \u003cvar data-var='time'\u003e15:55\u003c/var\u003e - \u003cvar data-var='time'\u003e19:22\u003c/var\u003e UTC"
},
{
"code": "pfs3zsqw1nxm",
"impact": "major",
"message": "We can now confirm that everything is working as expected now and executed necessary data recovery protocols. Users should not be facing any further issues to this end.",
"name": "Issues with Rule Execution and delivery of messages on europe-west4-e7f4",
"timestamp": "Mar \u003cvar data-var='date'\u003e17\u003c/var\u003e, \u003cvar data-var='time'\u003e12:31\u003c/var\u003e - \u003cvar data-var='time'\u003e14:37\u003c/var\u003e UTC"
},
{
"code": "6cb7k83mbvpz",
"impact": "none",
"message": "Our team has successfully reactivated the vast majority of affected integrations; approximately 97% have been restored automatically. Import of any missed inbound messages during the disruption is currently in progress and may take some time to complete.\n\nA small minority of integrations (about 3%) could not be automatically reactivated because their underlying credentials had expired. If your Outlook integration still appears deactivated, you will need to manually reconnect it from your helpdesk settings. You should have received an email notification about the deactivation.\n\nAs an alternative, you can also set up a forwarding email integration, which is not affected by this issue as mentioned perviously.\n\nWe apologize for the disruption and appreciate your patience as we finalize the data import for the restored integrations.",
"name": "Outlook Email Integration - Disconnected",
"timestamp": "Mar \u003cvar data-var='date'\u003e16\u003c/var\u003e, \u003cvar data-var='time'\u003e06:52\u003c/var\u003e - \u003cvar data-var='time'\u003e10:46\u003c/var\u003e UTC"
},
{
"code": "t1v1ln126h3t",
"impact": "critical",
"message": "This incident has been resolved.",
"name": "Bad gateway error when accessing the helpdesk",
"timestamp": "Mar \u003cvar data-var='date'\u003e9\u003c/var\u003e, \u003cvar data-var='time'\u003e13:34\u003c/var\u003e - \u003cvar data-var='time'\u003e20:34\u003c/var\u003e UTC"
},
{
"code": "t9zgnnx8rw0k",
"impact": "major",
"message": "This incident has been resolved.",
"name": "The chat application is unavailable",
"timestamp": "Mar \u003cvar data-var='date'\u003e9\u003c/var\u003e, \u003cvar data-var='time'\u003e18:07\u003c/var\u003e - \u003cvar data-var='time'\u003e18:40\u003c/var\u003e UTC"
},
{
"code": "pdj21cvj7mrn",
"impact": "major",
"message": "The issue regarding analytics has been resolved",
"name": "Analytics delayed for some users",
"timestamp": "Mar \u003cvar data-var='date'\u003e9\u003c/var\u003e, \u003cvar data-var='time'\u003e12:27\u003c/var\u003e - \u003cvar data-var='time'\u003e13:32\u003c/var\u003e UTC"
},
{
"code": "sl000yk3bmm0",
"impact": "minor",
"message": "This incident has been resolved.",
"name": "Delayed processing of messages and automated actions",
"timestamp": "Mar \u003cvar data-var='date'\u003e9\u003c/var\u003e, \u003cvar data-var='time'\u003e11:18\u003c/var\u003e - \u003cvar data-var='time'\u003e12:05\u003c/var\u003e UTC"
},
{
"code": "7h5cjcc011c6",
"impact": "major",
"message": "This incident has been resolved.",
"name": "AI Agent degraded performance",
"timestamp": "Mar \u003cvar data-var='date'\u003e2\u003c/var\u003e, \u003cvar data-var='time'\u003e12:34\u003c/var\u003e - \u003cvar data-var='time'\u003e14:23\u003c/var\u003e UTC"
},
{
"code": "blsq09v59ns7",
"impact": "major",
"message": "This incident has been resolved.\n\nThe recent tickets will start showing correctly inside the Knowledge Hub shortly.",
"name": "Knowledge Hub Impact / Recent tickets not up-to-date",
"timestamp": "Mar \u003cvar data-var='date'\u003e2\u003c/var\u003e, \u003cvar data-var='time'\u003e11:07\u003c/var\u003e - \u003cvar data-var='time'\u003e11:07\u003c/var\u003e UTC"
},
{
"code": "b36m0d93y1w6",
"impact": "minor",
"message": "This incident has been resolved. There was no data loss, statistics are now up-to-date",
"name": "Knowledge Hub Impact / Recent tickets not up-to-date",
"timestamp": "Mar \u003cvar data-var='date'\u003e2\u003c/var\u003e, \u003cvar data-var='time'\u003e09:14\u003c/var\u003e - \u003cvar data-var='time'\u003e10:57\u003c/var\u003e UTC"
}
],
"name": "March",
"year": 2026
},
{
"incidents": [
{
"code": "08tjdlqpr7mf",
"impact": "major",
"message": "This incident has been resolved.",
"name": "AI Agent – Knowledge Base Degradation",
"timestamp": "Feb \u003cvar data-var='date'\u003e28\u003c/var\u003e, \u003cvar data-var='time'\u003e16:47\u003c/var\u003e - \u003cvar data-var='time'\u003e17:59\u003c/var\u003e UTC"
},
{
"code": "gpbhdj57mfzf",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Maintenance – Analytics",
"timestamp": "Feb \u003cvar data-var='date'\u003e9\u003c/var\u003e, \u003cvar data-var='time'\u003e09:01\u003c/var\u003e - \u003cvar data-var='time'\u003e09:44\u003c/var\u003e UTC"
},
{
"code": "0nwgfdq40wd9",
"impact": "major",
"message": "There is a delay in processing ticket data for the views and the data might not be up-to-date. We are working to fix the issue.",
"name": "Ticket views not up-to-date",
"timestamp": "Feb \u003cvar data-var='date'\u003e3\u003c/var\u003e, \u003cvar data-var='time'\u003e07:39\u003c/var\u003e - \u003cvar data-var='time'\u003e09:09\u003c/var\u003e UTC"
}
],
"name": "February",
"year": 2026
},
{
"incidents": [
{
"code": "hxs73z9gz2gm",
"impact": "minor",
"message": "This incident has been resolved.",
"name": "Cloudflare incident affecting helpdesk (US clusters)",
"timestamp": "Jan \u003cvar data-var='date'\u003e27\u003c/var\u003e, \u003cvar data-var='time'\u003e20:48\u003c/var\u003e - Jan \u003cvar data-var='date'\u003e28\u003c/var\u003e, \u003cvar data-var='time'\u003e13:20\u003c/var\u003e UTC"
},
{
"code": "p8hysbb3769r",
"impact": "critical",
"message": "We can now confirm that users should no longer face any further impact to this end.\n\nApologies for the inconvenience caused.",
"name": "Increased error rate across our platform on us-east1-c94b",
"timestamp": "Jan \u003cvar data-var='date'\u003e14\u003c/var\u003e, \u003cvar data-var='time'\u003e15:29\u003c/var\u003e - \u003cvar data-var='time'\u003e16:01\u003c/var\u003e UTC"
}
],
"name": "January",
"year": 2026
}
],
"start_time": "2026-01-01T00:00:00Z",
"time_zone": "UTC"
},
{
"end_time": "2025-12-31T23:59:59Z",
"months": [
{
"incidents": [
{
"code": "d6v52hmqttcc",
"impact": "major",
"message": "We've identified the issue as being caused by third-party browser extensions.\nIf you experience slowness, please try disabling your browser extensions, then close the affected tab and reopen the app. Simply refreshing the tab may not fully resolve the issue.",
"name": "Helpdesk web application slowness",
"timestamp": "Dec \u003cvar data-var='date'\u003e19\u003c/var\u003e, \u003cvar data-var='time'\u003e08:52\u003c/var\u003e - \u003cvar data-var='time'\u003e14:13\u003c/var\u003e UTC"
},
{
"code": "zn1kpbln1w8r",
"impact": "major",
"message": "After monitoring the situation for some time, we can confirm that this incident has been resolved.",
"name": "Increased error rate and delayed message processing",
"timestamp": "Dec \u003cvar data-var='date'\u003e17\u003c/var\u003e, \u003cvar data-var='time'\u003e15:15\u003c/var\u003e - \u003cvar data-var='time'\u003e16:19\u003c/var\u003e UTC"
},
{
"code": "kydwn3nbb5jw",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Infrastructure Maintenance - Europe",
"timestamp": "Dec \u003cvar data-var='date'\u003e16\u003c/var\u003e, \u003cvar data-var='time'\u003e22:00\u003c/var\u003e - \u003cvar data-var='time'\u003e23:00\u003c/var\u003e UTC"
},
{
"code": "lbsf6ltb1cmj",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Infrastructure Maintenance - Australia",
"timestamp": "Dec \u003cvar data-var='date'\u003e16\u003c/var\u003e, \u003cvar data-var='time'\u003e16:00\u003c/var\u003e - \u003cvar data-var='time'\u003e16:47\u003c/var\u003e UTC"
},
{
"code": "32wgjggp5zmg",
"impact": "major",
"message": "The issue affecting real-time updates delivered via our real-time infrastructure has been mitigated.\n\nOur team has scheduled upcoming work to improve the stability and performance of real-time updates across web and mobile clients.",
"name": "Slowness on Helpdesk",
"timestamp": "Dec \u003cvar data-var='date'\u003e15\u003c/var\u003e, \u003cvar data-var='time'\u003e12:47\u003c/var\u003e - \u003cvar data-var='time'\u003e21:53\u003c/var\u003e UTC"
},
{
"code": "zf9jffm1pj1q",
"impact": "minor",
"message": "This incident has been resolved.",
"name": "Delay in Knowledge updates sync for AI Agent",
"timestamp": "Dec \u003cvar data-var='date'\u003e9\u003c/var\u003e, \u003cvar data-var='time'\u003e22:09\u003c/var\u003e - \u003cvar data-var='time'\u003e23:34\u003c/var\u003e UTC"
},
{
"code": "6ktgq47kl8d1",
"impact": "minor",
"message": "This incident has been resolved.",
"name": "Knowledge sync delay in AI Agent",
"timestamp": "Dec \u003cvar data-var='date'\u003e9\u003c/var\u003e, \u003cvar data-var='time'\u003e16:05\u003c/var\u003e - \u003cvar data-var='time'\u003e16:47\u003c/var\u003e UTC"
},
{
"code": "fsvnhnm6zjnk",
"impact": "major",
"message": "After looking into it, we haven't noticed any meaningful impact on our Shopify customers, and we can now confirm full resolution of this incident.\n\nIn the event that you encounter a sync issue between Shopify and Gorgias platforms, please be aware that it will be automatically retried as per usual.",
"name": "Several Gorgias components down due to a third-party provider outage",
"timestamp": "Dec \u003cvar data-var='date'\u003e5\u003c/var\u003e, \u003cvar data-var='time'\u003e09:22\u003c/var\u003e - \u003cvar data-var='time'\u003e10:52\u003c/var\u003e UTC"
},
{
"code": "gzkfdx828ndx",
"impact": "none",
"message": "The Incident was resolved.",
"name": "Instability with real time updates",
"timestamp": "Dec \u003cvar data-var='date'\u003e2\u003c/var\u003e, \u003cvar data-var='time'\u003e18:52\u003c/var\u003e - \u003cvar data-var='time'\u003e20:08\u003c/var\u003e UTC"
},
{
"code": "lq12ddwr4yf9",
"impact": "minor",
"message": "Incident was resolved.",
"name": "Shopify orders data sync is delayed in search and AI Shopping assistant ...",
"timestamp": "Dec \u003cvar data-var='date'\u003e2\u003c/var\u003e, \u003cvar data-var='time'\u003e02:44\u003c/var\u003e - \u003cvar data-var='time'\u003e11:30\u003c/var\u003e UTC"
},
{
"code": "rjwgv30fdl9q",
"impact": "major",
"message": "A fix has been implemented and we are monitoring the results.",
"name": "All actions should now be working as usual",
"timestamp": "Dec \u003cvar data-var='date'\u003e1\u003c/var\u003e, \u003cvar data-var='time'\u003e03:37\u003c/var\u003e - \u003cvar data-var='time'\u003e08:06\u003c/var\u003e UTC"
}
],
"name": "December",
"year": 2025
},
{
"incidents": [
{
"code": "8pqlw65nbw1l",
"impact": "major",
"message": "The incident as been resolved since 17:00 ET and all systems are functional.",
"name": "Live updates on events may not pop up as expected",
"timestamp": "Nov \u003cvar data-var='date'\u003e28\u003c/var\u003e, \u003cvar data-var='time'\u003e20:06\u003c/var\u003e - \u003cvar data-var='time'\u003e22:44\u003c/var\u003e UTC"
},
{
"code": "mwyxxfjs6f5w",
"impact": "major",
"message": "The third-party service has now fully recovered, and we are no longer experiencing any impact. AI agent systems are operating normally.",
"name": "AI Agent degraded experience",
"timestamp": "Nov \u003cvar data-var='date'\u003e27\u003c/var\u003e, \u003cvar data-var='time'\u003e09:45\u003c/var\u003e - \u003cvar data-var='time'\u003e10:16\u003c/var\u003e UTC"
},
{
"code": "gp601yqz7mjg",
"impact": "major",
"message": "The issue affecting Instagram comments and mentions has been resolved. All data is now syncing normally. Thanks for your patience while we monitored the situation.",
"name": "Instagram comments are not being syncronized",
"timestamp": "Nov \u003cvar data-var='date'\u003e19\u003c/var\u003e, \u003cvar data-var='time'\u003e21:16\u003c/var\u003e - Nov \u003cvar data-var='date'\u003e20\u003c/var\u003e, \u003cvar data-var='time'\u003e16:17\u003c/var\u003e UTC"
},
{
"code": "143jrd2tjzks",
"impact": "none",
"message": "This incident has been resolved.",
"name": "Partial service disruption due to Cloudflare CDN issues",
"timestamp": "Nov \u003cvar data-var='date'\u003e18\u003c/var\u003e, \u003cvar data-var='time'\u003e12:50\u003c/var\u003e - Nov \u003cvar data-var='date'\u003e19\u003c/var\u003e, \u003cvar data-var='time'\u003e00:58\u003c/var\u003e UTC"
},
{
"code": "qw45ztyvjfm5",
"impact": "major",
"message": "This incident has been resolved.",
"name": "Help centers are not loading",
"timestamp": "Nov \u003cvar data-var='date'\u003e14\u003c/var\u003e, \u003cvar data-var='time'\u003e11:57\u003c/var\u003e - \u003cvar data-var='time'\u003e13:29\u003c/var\u003e UTC"
},
{
"code": "wbfpn57grxjv",
"impact": "major",
"message": "No more on-going issues.",
"name": "Asychronous process delayed in us-east1-635c Cluster",
"timestamp": "Nov \u003cvar data-var='date'\u003e14\u003c/var\u003e, \u003cvar data-var='time'\u003e00:02\u003c/var\u003e - \u003cvar data-var='time'\u003e02:44\u003c/var\u003e UTC"
},
{
"code": "khplvby1czvt",
"impact": "major",
"message": "Issue has been resolved and latest statistical data should be visible.",
"name": "Voice Statistic outdated",
"timestamp": "Nov \u003cvar data-var='date'\u003e13\u003c/var\u003e, \u003cvar data-var='time'\u003e13:29\u003c/var\u003e - \u003cvar data-var='time'\u003e15:01\u003c/var\u003e UTC"
},
{
"code": "xpf9rkd4cygp",
"impact": "major",
"message": "This incident has been resolved.",
"name": "AI agent replies might refer to stale Shopify information",
"timestamp": "Nov \u003cvar data-var='date'\u003e11\u003c/var\u003e, \u003cvar data-var='time'\u003e15:45\u003c/var\u003e - \u003cvar data-var='time'\u003e19:37\u003c/var\u003e UTC"
},
{
"code": "mpgtgmn9d4g7",
"impact": "major",
"message": "We issue has been resolved.",
"name": "Stats not loading",
"timestamp": "Nov \u003cvar data-var='date'\u003e11\u003c/var\u003e, \u003cvar data-var='time'\u003e15:13\u003c/var\u003e - \u003cvar data-var='time'\u003e16:05\u003c/var\u003e UTC"
},
{
"code": "c302tp3lj9vg",
"impact": "major",
"message": "We can now confirm that users are once again able to see and receive notifications on the platform and the incident has been resolved.\n\nWe appreciate your patience and apologize for the inconvenience caused.",
"name": "Users are not receiving notifications",
"timestamp": "Nov \u003cvar data-var='date'\u003e4\u003c/var\u003e, \u003cvar data-var='time'\u003e07:08\u003c/var\u003e - \u003cvar data-var='time'\u003e07:37\u003c/var\u003e UTC"
},
{
"code": "14x8wvrpnmxk",
"impact": "minor",
"message": "the endpoint POST /phrase/prediction has a high error rate on production caused by the redis db going OOM. A surge in requests exceeded the memory capacity.",
"name": "Redis for \"phrase\" ML service is OOM",
"timestamp": "Nov \u003cvar data-var='date'\u003e3\u003c/var\u003e, \u003cvar data-var='time'\u003e09:00\u003c/var\u003e - \u003cvar data-var='time'\u003e09:00\u003c/var\u003e UTC"
}
],
"name": "November",
"year": 2025
},
{
"incidents": [
{
"code": "hq8lxybcq70l",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Helpdesk Search and Views Maintenance - North America",
"timestamp": "Oct \u003cvar data-var='date'\u003e29\u003c/var\u003e, \u003cvar data-var='time'\u003e07:00\u003c/var\u003e - \u003cvar data-var='time'\u003e07:54\u003c/var\u003e UTC"
},
{
"code": "pkvyw0bz529s",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Helpdesk Search and Views Maintenance - Europe",
"timestamp": "Oct \u003cvar data-var='date'\u003e28\u003c/var\u003e, \u003cvar data-var='time'\u003e17:00\u003c/var\u003e - \u003cvar data-var='time'\u003e17:56\u003c/var\u003e UTC"
},
{
"code": "1nsk68d2vmnw",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Helpdesk Search and Views Maintenance - Australia",
"timestamp": "Oct \u003cvar data-var='date'\u003e28\u003c/var\u003e, \u003cvar data-var='time'\u003e13:00\u003c/var\u003e - \u003cvar data-var='time'\u003e14:30\u003c/var\u003e UTC"
},
{
"code": "2y3cxc5crv4l",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Helpdesk Billing Maintenance",
"timestamp": "Oct \u003cvar data-var='date'\u003e27\u003c/var\u003e, \u003cvar data-var='time'\u003e04:48\u003c/var\u003e - \u003cvar data-var='time'\u003e22:15\u003c/var\u003e UTC"
},
{
"code": "m6jmnq26l8dy",
"impact": "minor",
"message": "This incident has been resolved.",
"name": "Delay in receiving the realtime updates for the changes in the Customer widget",
"timestamp": "Oct \u003cvar data-var='date'\u003e27\u003c/var\u003e, \u003cvar data-var='time'\u003e16:15\u003c/var\u003e - \u003cvar data-var='time'\u003e17:20\u003c/var\u003e UTC"
},
{
"code": "v1gk69kd29sl",
"impact": "major",
"message": "All the systems are now fully operational.",
"name": "Delay processing Shopify updates",
"timestamp": "Oct \u003cvar data-var='date'\u003e20\u003c/var\u003e, \u003cvar data-var='time'\u003e20:00\u003c/var\u003e - Oct \u003cvar data-var='date'\u003e21\u003c/var\u003e, \u003cvar data-var='time'\u003e11:57\u003c/var\u003e UTC"
},
{
"code": "lvkywdzlwwyl",
"impact": "critical",
"message": "All the systems are now fully operational.",
"name": "Delay processing Shopify updates",
"timestamp": "Oct \u003cvar data-var='date'\u003e21\u003c/var\u003e, \u003cvar data-var='time'\u003e09:27\u003c/var\u003e - \u003cvar data-var='time'\u003e11:56\u003c/var\u003e UTC"
},
{
"code": "8brj6142wlpf",
"impact": "major",
"message": "All voice and SMS functionalities have been fully restored and are operating normally.",
"name": "Voice and SMS Services Disruption",
"timestamp": "Oct \u003cvar data-var='date'\u003e20\u003c/var\u003e, \u003cvar data-var='time'\u003e08:23\u003c/var\u003e - Oct \u003cvar data-var='date'\u003e21\u003c/var\u003e, \u003cvar data-var='time'\u003e08:35\u003c/var\u003e UTC"
},
{
"code": "k4fvpn7h7j9c",
"impact": "major",
"message": "One of our partner is encountering issues which impact the fetch of the billing information for some of our customers.\nBilling status page may not be responding.\nIncident is on the way to be mitigated, we are still encountering some slowness and errors",
"name": "Some customers's billing information are not available",
"timestamp": "Oct \u003cvar data-var='date'\u003e20\u003c/var\u003e, \u003cvar data-var='time'\u003e08:39\u003c/var\u003e - Oct \u003cvar data-var='date'\u003e21\u003c/var\u003e, \u003cvar data-var='time'\u003e08:09\u003c/var\u003e UTC"
},
{
"code": "wxf3sqszbzhf",
"impact": "critical",
"message": "This incident has been resolved.",
"name": "Delay with processing Chat messages, AI agent answers and executing Flows",
"timestamp": "Oct \u003cvar data-var='date'\u003e20\u003c/var\u003e, \u003cvar data-var='time'\u003e19:55\u003c/var\u003e - Oct \u003cvar data-var='date'\u003e21\u003c/var\u003e, \u003cvar data-var='time'\u003e00:34\u003c/var\u003e UTC"
},
{
"code": "wr2mprbb68gs",
"impact": "minor",
"message": "The third party outage is now over and the situation is back to normal.",
"name": "The signup page is not responding",
"timestamp": "Oct \u003cvar data-var='date'\u003e20\u003c/var\u003e, \u003cvar data-var='time'\u003e16:45\u003c/var\u003e - \u003cvar data-var='time'\u003e17:41\u003c/var\u003e UTC"
},
{
"code": "1fc6cd8y2b5j",
"impact": "major",
"message": "This incident has been resolved. All help center websites are back to normal.",
"name": "Help centers are not loading",
"timestamp": "Oct \u003cvar data-var='date'\u003e15\u003c/var\u003e, \u003cvar data-var='time'\u003e16:19\u003c/var\u003e - \u003cvar data-var='time'\u003e16:48\u003c/var\u003e UTC"
},
{
"code": "p3f3jzq0dkst",
"impact": "major",
"message": "All delayed data has been processed and the system is now stable.",
"name": "Products and shopping carts shopify data might be outdated",
"timestamp": "Oct \u003cvar data-var='date'\u003e12\u003c/var\u003e, \u003cvar data-var='time'\u003e19:05\u003c/var\u003e - Oct \u003cvar data-var='date'\u003e13\u003c/var\u003e, \u003cvar data-var='time'\u003e05:54\u003c/var\u003e UTC"
},
{
"code": "r05pylv5l8hf",
"impact": "maintenance",
"message": "The scheduled maintenance has been completed.",
"name": "[Scheduled] Scheduled Database maintenance - North America",
"timestamp": "Oct \u003cvar data-var='date'\u003e11\u003c/var\u003e, \u003cvar data-var='time'\u003e13:00\u003c/var\u003e - \u003cvar data-var='time'\u003e13:46\u003c/var\u003e UTC"
}
],
"name": "October",
"year": 2025
}
],
"start_time": "2025-10-01T00:00:00Z",
"time_zone": "UTC"
}
]
}