Emergency Medallia maintenance

Incident

September 27, 10:16pm

Emergency Medallia maintenance

Status: closed

Start: September 27, 1:02pm

End: September 27, 10:16pm

Duration: 9 hours 14 minutes

Affected Components:

app.zingle.me app-1.zingle.sea1.medallia.com app-4.zingle.sea1.medallia.com Mobile Apps 3rd Party Providers Web Inbox iOS App Web Inbox Web Inbox Twilio SMS Messaging Android App SMS Messaging SMS Messaging Bandwidth Zings Zings Zings Intercom Analytics Outbound Emails Analytics Analytics API API API Hospitality Integration System Hospitality Integration System Hospitality Integration System Intercom Web Messenger SMS Messaging (SMPP) Intercom Mobile Messenger SMS Long Code, North America MMS Messaging (MM4) Intercom Intercom Web Application MMS Long Code, North America Toll-Free SMS - Inbound SMS Short Code, North America Toll-Free SMS - Outbound MMS Short Code, North America Messaging Services SMS Toll-Free, North America MMS Toll-Free Text-to-Speech TwiML REST APIs - HTTP SMS Messaging REST APIs - HTTP MMS Messaging Toll Free MMS - Outbound Toll Free MMS - Inbound

Update

September 27, 1:02pm

In order to maintain our service and quality levels, we would like to inform you that we are performing essential maintenance on the platform. Please circulate these details to all relevant stakeholders within your business.

Access to all Medallia services, including Medallia’s survey mechanisms, may be impacted during this time.

Please contact Medallia Support via https://help.medallia.com if you have any questions or concerns related to this.

Regards,

Medallia Support

Resolved

September 27, 10:16pm

Over the weekend, Medallia received notification about a series of security concerns from Citrix, a well-established vendor used by Medallia for network load balancing. As a precautionary measure to protect our systems and client data, Medallia reacted immediately to temporarily restrict access to affected environments at approximately 10:30 am PT while deploying the necessary updates. Medallia restored service to data centers on a rolling basis over the following hours.

Based on our investigation and monitoring to date, we have identified no evidence that client data was accessed or compromised as a result of these vulnerabilities. Medallia continues to monitor its environments and evaluate relevant guidance from Citrix as it becomes available.

Services in your environment have now been restored. As a result of the interruption, your IT teams may need to restart or retrigger integrations or data transfers with Medallia. Please open a ticket with Medallia Support at help.medallia.com if you have any questions or concerns.

For further details about the Citrix notification, please see https://www.cisa.gov/news-events/alerts/2026/09/27/critical-zero-day-vulnerabilities-exploited-citrix-netscaler-adc-gateway.

We appreciate your patience and understanding, and apologize for the disruption this may have caused to your organization.

Regards,

Medallia Support