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.
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.
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.