Gladly platform updates are typically performed during low-traffic periods and rarely impact your experience. However, we occasionally need to take the platform offline to implement essential system improvements.
Gladly will undergo scheduled maintenance on Wednesday, June 18, 2025, from 10:00 p.m. to 11:00 p.m. Pacific Time to apply important updates. During this time, the platform will be temporarily unavailable.
We understand this may affect your operations, so we have prepared this guide outlining what to expect and recommended actions to prepare for the maintenance window.
General
When is the maintenance scheduled?
Wednesday, June 18, 2025, from 10:00 p.m. Pacific Time to 11:00 p.m. Pacific Time.
Gladly will be offline for 60 minutes until 11:00 p.m.
Gladly login will be unavailable during this maintenance window.
Will our Customers still be able to contact us?
Not during the maintenance window. However, the handling of customer Contacts will depend on the Channel they use as as detailed below:
Voice
Beginning at 10:00 p.m., new inbound and outbound calls will not be permitted. Callers attempting to call after 10:00 p.m. will hear a recording indicating system maintenance is underway.
Note: The maintenance recording is standard and cannot be customized.
All calls must conclude before 10:00 p.m., as ongoing calls will be automatically terminated. Please refer to the section Inform Agents of the maintenance window in advance for more information.
Emails sent during the maintenance window will be routed shortly after Gladly returns to operational status.
Glad App (Chat)
Starting at 10:00 p.m., new inbound chats will not be allowed.
SMS
SMS and WhatsApp messages received during the maintenance window will be routed shortly after Gladly resumes operation.
Social Channels
Messages sent during the maintenance window will be routed shortly after Gladly resumes operation.
Note: Customers who send messages during the maintenance window will not receive a system-generated response informing them of the ongoing maintenance.
Help Center
The Help Center knowledge base will be unavailable during the maintenance window. A maintenance page will be displayed in its place during this time.
Glad App (Chat)
Glad App will not receive any events during the planned outage. Once the system is back online, it will resume processing new inbound communications.
Our contact center is closed during the maintenance. Do we need to take any specific action?
Contact centers that are already closed during the maintenance period do not need to take any additional action. Messaging Contacts like SMSes will automatically route.
Will Voice services be interrupted?
Voice and all other Gladly Channels will be unavailable during the maintenance period.
How long will Gladly be inaccessible?
One hour (60 minutes).
During the 60-minute maintenance window, no one will be able to access or log into Gladly, and Customers will not be able to contact you. Please refer to the section Will our Customers still be able to contact us for further details.
How will we know when the maintenance is complete?
While the maintenance is in progress, a maintenance page will be displayed instead of your Gladly login page. The normal login page will reappear once the maintenance is concluded, signaling that you may log back in and resume standard operations. We will also post an update on our Status Page once the maintenance is complete.
Will Gladly reporting be affected?
We do not anticipate any significant impact on reporting, except you may observe Contact gaps for the period when inbound communications are not permitted.
Scheduled reports will still be dispatched as scheduled, even if they coincide with the maintenance period.
Reporting APIs will be unavailable during the maintenance period.
Recommended Actions BEFORE the maintenance window
For those with contact centers operating with Agents during the maintenance window, we suggest taking the following steps to minimize any service impact.
Inform Agents of the maintenance window in advance
Please inform your entire team about the scheduled maintenance and what to expect. It is recommended to provide this notification multiple times, particularly a few hours before the maintenance window.
Please set clear expectations with your team regarding what they can and should do while Gladly is undergoing maintenance.
30 minutes before the maintenance window
All inbound routing will cease at 10:00 p.m.
Voice
Please ensure Agents inform callers about the impending maintenance, especially if they anticipate the call extending beyond 10:00 p.m.
Tip: We suggest closing your phones at 9:45 p.m. and reopening them as soon as the maintenance is complete.
Chat
We recommend manually throttling chats to 0% at 9:45 p.m, before the maintenance window to prevent Customers from queuing. Please revert to your normal chat volume settings after the maintenance is complete.
Other Channels (Email, Social, SMS, WhatsApp)
As these are more asynchronous Channels, we suggest waiting to respond to these requests after the maintenance period.
FIVE minutes before the maintenance
We recommend logging out of Gladly five minutes before the maintenance window to minimize any disruptions. Please stop and save any updates you are making in Gladly before logging out.
Recommended Actions AFTER the maintenance window
We do not expect any significant disruptions following the maintenance window. However, you may utilize the following “Go” checklist to ensure everything is functioning as expected.
Voice
If you closed your phones, please remember to reopen them.
Chat
If you throttled chat to 0%, please restore it to its previous value.
General Access
Please ensure everyone on your team can log in successfully.
Please place a call to one of your lines to ensure you can connect.
Please send an email to confirm it is transmitted successfully. We suggest waiting at least 15 minutes after the maintenance window.
Please check the chat widget on your website to ensure it is available (if it is within your business hours and should be available).
If you are using the Help Center, please ensure it is loading correctly on your website.
For Thin Client users only: Please bring Agents back online incrementally after the maintenance window.
For example, 10% of Agents, then 25%, 50%, and 100% in quick succession (after two-minute intervals) if everything appears to be in order.
What if we encounter issues accessing Gladly after the maintenance?
Our team will continue to monitor the platform’s stability after the maintenance window. If your team is unable to access Gladly after the maintenance or is not receiving requests from Customers, please contact Gladly Support and designate the priority level as P2.