Incident Statement - Voice Service Outage in US EAST Region

Date/Time Impacted

APR 03, 2025, between 17:18:00 and 17:36:00 UTC

Services Impacted

Voice - ClientSDK
Voice - Voice API

Summary

Due to a third-party service issue in the US East region datacenter, an outage impacted a few of the Voice API and Client SDK calls.

Root Cause

The incident was the result of a failure in a third-party service instance in our US EAST datacenter, which impacted voice traffic for a brief period.

Restoration Actions

• The conversation-service automatically triggered graceful shutdowns when issues with the third-party service began.
• This mechanism helped contain the impact to the affected time periods only.

Next Steps

• Avoid reliance on third-party services where possible, especially in critical call paths.