# Gusto: Critical incident: that there is an issue that is currently causing longer than expected wait times for phone support. Our chat support is operating normally. We apologize

**Summary:** Gusto reported longer-than-expected phone support wait times, rated critical, while chat support operated normally. The incident started at 2023-10-19 14:05 UTC and was resolved at 2023-10-19 17:16 UTC, lasting 3 h 10 min. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2023-10-19 14:05 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/zxdl4x4wvh2y](https://stspg.io/zxdl4x4wvh2y)
- [Company: Gusto](https://rewindex.com/company/gusto.md)
- Versions: before (none: first archived) → after incident\_version:228/h88qzghgp078@e77a509b4935
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ that there is an issue that is currently causing longer than expected wait times for phone support. Our chat support is operating normally. We apologize
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2023-10-19 14:05 UTC
```

**5. Added: Resolved time**

```diff
+ 2023-10-19 17:16 UTC
```

**6. Added: Affected components**

```diff
+ Chat System, Phone System
```

**7. Added: Update** (investigating) · 2023-10-19 14:05 UTC

```diff
+ We are currently investigating this issue.
```

**8. Added: Update** (investigating) · 2023-10-19 14:40 UTC

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

**9. Added: Update** (investigating) · 2023-10-19 14:58 UTC

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

**10. Added: Update** (resolved) · 2023-10-19 17:16 UTC

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

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2023-10-19 14:05 UTC | Critical incident: that there is an issue that is currently causing longer than expected wait times for phone support. Our chat support is operating normally. We apologize (this change) | degradation |

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._


---
Canonical: https://rewindex.com/change/ib5f5b40deac808 · Markdown: https://rewindex.com/change/ib5f5b40deac808.md · JSON: https://rewindex.com/api/v1/changes/ib5f5b40deac808 · Generated 2026-10-18T03:55:39.319Z