# Gusto: Critical incident: All customers are unable to use our chat option for support.

**Summary:** Gusto’s Chat System outage prevented all customers from using support chat, with critical impact. It started at 2024-10-17 14:35 UTC and was resolved at 2024-10-17 16:08 UTC, lasting 1 h 32 min. Gusto implemented a fix and directed customers to request a call through their account’s Support tab during the outage. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2024-10-17 14:35 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/k5hqp03ywhgy](https://stspg.io/k5hqp03ywhgy)
- [Company: Gusto](https://rewindex.com/company/gusto.md)
- Versions: before (none: first archived) → after incident\_version:228/2jn0h7lxlgy0@32b54e31a2a5
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ All customers are unable to use our chat option for support.
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2024-10-17 14:35 UTC
```

**5. Added: Resolved time**

```diff
+ 2024-10-17 16:08 UTC
```

**6. Added: Affected components**

```diff
+ Chat System
```

**7. Added: Update** (investigating) · 2024-10-17 14:35 UTC

```diff
+ We are currently investigating this issue. For support, please request a call through the Support tab of your Gusto account.
```

**8. Added: Update** (identified) · 2024-10-17 15:57 UTC

```diff
+ The issue has been identified and a fix is being implemented.
```

**9. Added: Update** (monitoring) · 2024-10-17 16:01 UTC

```diff
+ A fix has been implemented and we are monitoring the results.
```

**10. Added: Update** (resolved) · 2024-10-17 16:08 UTC

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

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2024-10-17 14:35 UTC | Critical incident: All customers are unable to use our chat option for support. (this change) | outage |

All Gusto changes: [timeline](https://rewindex.com/company/gusto/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/i646cc3afec8edf · Markdown: https://rewindex.com/change/i646cc3afec8edf.md · JSON: https://rewindex.com/api/v1/changes/i646cc3afec8edf · Generated 2026-10-18T02:28:17.482Z