# Pendo: Major incident: Pendo Chatbot not operational in the Resource Center

**Summary:** Pendo’s Resource Center Chatbot was not operational in a major-impact incident affecting AU, EU, US1 and US environments. It started at 2026-01-09 20:46 UTC and resolved at 2026-01-09 21:18 UTC, lasting 31 min. Pendo attributed the disruption to Support Bot vendor latency and directed customers to its support request form until normal operation resumed. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-01-09 20:46 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/cn2jc66z7xqg](https://stspg.io/cn2jc66z7xqg)
- [Company: Pendo](https://rewindex.com/company/pendo.md)
- Versions: before (none: first archived) → after incident\_version:56/sy7g8bkdj599@daa892f92ed0
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Pendo Chatbot not operational in the Resource Center
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-01-09 20:46 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-01-09 21:18 UTC
```

**6. Added: Affected components**

```diff
+ AU environment (app.au.pendo.io) - Other, EU environment (app.eu.pendo.io) - Other, Other, US1 environment (us1.app.pendo.io) - Other, US environment (app.pendo.io) - Other
```

**7. Added: Update** (investigating) · 2026-01-09 20:46 UTC

```diff
+ Our Support Bot vendor is currently experiencing latency issues and are currently investigating the cause. If you are experiencing issues with our product and need to create a support ticket, please use our support request form in the meantime: https://support.pendo.io/hc/en-us/requests/new Thank you for your patience!
```

**8. Added: Update** (resolved) · 2026-01-09 21:18 UTC

```diff
+ The latency issue with our Support Bot vendor has been resolved. The Support Bot is now operating normally. Thank you for your patience while this was investigated.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-01-09 20:46 UTC | Major incident: Pendo Chatbot not operational in the Resource Center (this change) | outage |

All Pendo changes: [timeline](https://rewindex.com/company/pendo/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/id0ec3c290bedd6 · Markdown: https://rewindex.com/change/id0ec3c290bedd6.md · JSON: https://rewindex.com/api/v1/changes/id0ec3c290bedd6 · Generated 2026-10-18T02:28:34.557Z