Date/Time Impacted

Aug 19, 2024 19:30 UTC - Aug 19, 2024 21:39 UTC

Services Impacted

SMS 

Voice 

Verify

Summary

Our cloud hosting provider conducted network maintenance that resulted in a localised network outage in the APAC region, affecting a subnet responsible for Vonage SMS and Voice traffic. During the outage, some customers may have experienced the following issues utilising the following services:

SMS

• Delayed outbound and inbound SMS
• Delayed Delivery Receipts

Voice

• Failed outbound and inbound calls
• Dropped in-progress calls

Verify

• Increase in failed Verify verifications

Root Cause

Our cloud hosting provider performed planned maintenance on their network infrastructure, initially scheduled for 30 minutes. However, the maintenance window extended a further 90 minutes. The maintenance activity caused downtime on our subnet serving carrier connections, causing a loss of connectivity that resulted in the inability to process SMS and Voice traffic via the impacted subnet. 

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Restoration Actions

• We failed outbound Voice traffic over to an alternative data center. 
• Upon completion of the maintenance, all services resumed, marking the end of all customer impact.

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Next Steps

• Improve our capture and processing of cloud hosting provider maintenance notifications to enhance our customer communication and mitigation preparedness. 
• Review our regional resiliency and redundancy processes to reduce the likelihood of similar issues with enhanced mitigation actions.