Emergency Medallia maintenance

Incident

September 27, 10:19pm

Emergency Medallia maintenance

Status: closed

Start: September 27, 2:28pm

End: September 27, 10:19pm

Duration: 7 hours 51 minutes

Affected Components:

Global Services AU1 US1 UK1 IRL1 Media storage Data processing Data processing Notification Processing Email preprocessing Notification Processing Email distribution Notification Processing Data processing Notification Processing Authentication / Authorization Data storage Data storage Email preprocessing Data storage Data storage Data processing Challenge Management Email preprocessing Email preprocessing API Community Management Email Notifications Email Campaigns Custom Pages (CMS) Community Customization (Community Design) Blog Pages Management User Management Analytics Surveys Gamification

Update

September 27, 2:28pm

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, 10:19pm

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