# PandaDoc: Critical incident: Live chat is currently unavailable

**Summary:** PandaDoc’s critical live chat outage affected Support chat and US & Global - Support chat, starting 2026-08-03 15:18 UTC and lasting 2 h 36 min. PandaDoc attributed it to an Intercom provider outage and warned support replies could be delayed; live chat was confirmed working and the incident resolved at 2026-08-03 17:55 UTC. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-08-03 15:18 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/3f6y7pprn1w4](https://stspg.io/3f6y7pprn1w4)
- [Company: PandaDoc](https://rewindex.com/company/pandadoc.md)
- Versions: before (none: first archived) → after incident\_version:220/97vsrs6mpyvl@866a8b0a0f05
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Live chat is currently unavailable
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-08-03 15:18 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-08-03 17:55 UTC
```

**6. Added: Affected components**

```diff
+ Support chat, US & Global - Support chat
```

**7. Added: Update** (investigating) · 2026-08-03 14:50 UTC

```diff
+ Live chat is currently unavailable due to an outage with our provider, Intercom (please see more details here https://www.finstatus.com/us-hosting).  If you've submitted a support request, our team is still working through the queue, and reply times may be delayed.  We appreciate your patience and will restore chat as soon as possible.
```

**8. Added: Update** (investigating) · 2026-08-03 15:18 UTC

```diff
+ We are continuing to investigate this issue.
```

**9. Added: Update** (monitoring) · 2026-08-03 16:40 UTC

```diff
+ Live chat should be available for users now. The application performance is still being monitored, and we will post a final “ALL SET” message once we’ve confirmed the issue is fully resolved.
```

**10. Added: Update** (resolved) · 2026-08-03 17:55 UTC

```diff
+ Live chat is working properly, and the incident should be fully resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-08-03 15:18 UTC | Critical incident: Live chat is currently unavailable (this change) | outage |

All PandaDoc changes: [timeline](https://rewindex.com/company/pandadoc/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i096768a5991e47 · Markdown: https://rewindex.com/change/i096768a5991e47.md · JSON: https://rewindex.com/api/v1/changes/i096768a5991e47 · Generated 2026-10-18T03:33:53.321Z