# Gorgias: Major incident: AI Agent degraded performance

**Summary:** Gorgias reported a major degradation affecting AI Agent and Ticket Translation, with higher latency caused by a third-party LLM provider outage. It started at 2026-05-27 15:28 UTC and was resolved at 2026-05-28 06:07 UTC, lasting 14 h 38 min. Gorgias switched LLM providers and reported gradual improvement before resolution. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2026-05-27 15:28 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/b5w8jls35fbl](https://stspg.io/b5w8jls35fbl)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)
- Versions: before (none: first archived) → after incident\_version:329/wt746bkkzfsw@0ae79a203c3c
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ AI Agent degraded performance
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-05-27 15:28 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-05-28 06:07 UTC
```

**6. Added: Affected components**

```diff
+ AI Agent, Automate - AI Agent
```

**7. Added: Update** (identified) · 2026-05-27 15:28 UTC

```diff
+ Due to third party LLM provider outage, we are experiencing degraded performance, higher latency for AI Agent and Ticket Translation
```

**8. Added: Update** (monitoring) · 2026-05-27 16:52 UTC

```diff
+ We changed the LLM service provider and we are monitoring the situation, we are seeing gradual improvement. The default one is still having an open incident
```

**9. Added: Update** (resolved) · 2026-05-28 06:07 UTC

```diff
+ This incident has been resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-05-27 15:28 UTC | Major incident: AI Agent degraded performance (this change) | degradation |

All Gorgias changes: [timeline](https://rewindex.com/company/gorgias/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/i5988a07e7e6f26 · Markdown: https://rewindex.com/change/i5988a07e7e6f26.md · JSON: https://rewindex.com/api/v1/changes/i5988a07e7e6f26 · Generated 2026-10-18T03:33:48.649Z