Voice API Issue in Dublin Data Center

Incident Report for Vonage API Status

Postmortem

Date/Time Impacted
2024/06/04 15:07 - 15:28

Services Impacted
Voice API

Summary
Voice API calls in the Dublin Data Center began to fail. Queries to databases were unable to be completed and timed out, causing calls to fail. Although some backend services quickly recovered, some took longer than expected and this caused an ongoing impact. SIP Trunking and Voice API calls in other Data Centers and regions were not affected.

Root Cause
A Data Center outage caused network connectivity to the database to be lost,, related to a configuration change being incorrectly applied.

Restoration Actions
The configuration change was rolled back by the Data Center provider.

Next Steps
The Data Center provider will improve deployment and configuration changes.
Vonage will work with partners to improve recovery time of backend services.

Posted Jun 12, 2024 - 15:01 UTC

Resolved

We have identified the root cause of the Voice API issue in the Dublin Data Center (api-eu-3.vonage.com).

The issue started at 15:07 UTC and does not impact the Frankfurt Data Center (api-eu-4) traffic. SIP Trunking traffic is not affected. New and ongoing calls in the Dublin Data Center may have failed, or the call may have hung without progressing through an NCCO or handling callbacks and API requests.

The issue has been resolved with no further impact at this time.

Posted Jun 04, 2024 - 16:21 UTC

Investigating

Our monitoring system has alerted us to a potential service issue with our platform in the Dublin Data Center (api-eu-3.vonage.com).

Although it is not yet certain whether there is any customer impact, we are alerting customers immediately while our engineering teams investigate.

We aim to provide an update on our investigation within 1 hour.

Please see this article - https://api.support.vonage.com/hc/en-us/articles/6749696044828-Vonage-API-Support-Incident-Handling - for an explanation of our approach to publishing incidents.

Posted Jun 04, 2024 - 15:26 UTC

This incident affected: Voice (Voice API).