Service Issue in Platform Voice API

Incident Report for Vonage API Status

Postmortem

Date/Time Impacted

Jan 05, 2023 18:24:00 UTC until Jan 05, 2023 18:38:00 UTC

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Services Impacted

Voice API

Some Voice API requests to set up new calls may have failed. API requests to control existing calls may also have been impacted. There was no impact to ongoing calls and they would have continued.

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Summary

There was a problem with a database in one of our data centers which caused a service disruption causing some Voice API requests to fail. We first saw errors in our logs beginning Jan 05, 2023 18:24:00 UTC. The database service was restored without manual intervention within 15 minutes.

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Root Cause

Database - 3rd Party Issue

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Restoration Actions

The database service was restored without manual intervention.

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Next Steps

The engineering team has reviewed the logging and alerting systems in place to ensure any similar issue in the future may be mitigated before any customer impact. In addition, the vendor of the failed service has been requested to take steps to prevent future issues.

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Posted Jan 10, 2023 - 15:43 UTC

Resolved

The Voice API problem has been resolved.

The following services were impacted from 05-Jan-2023 18:24 UTC until 18:38 UTC.

All services have been restored.
Please let support@api.vonage.com know if you continue to experience problems with this.
A post-mortem will be published in the next few days.

Posted Jan 06, 2023 - 14:37 UTC

Update

The issue has been mitigated and we are continuing to monitor the situation.

Posted Jan 06, 2023 - 02:42 UTC

Monitoring

Our monitoring has alerted us to a potential service issue with our platform.

If there is a customer impact, it is likely to be affecting the following products during the timeframe of January 5 18:24:31 until 18:37:59

Voice API (us east region)

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 Jan 05, 2023 - 19:30 UTC

This incident affected: Voice (Voice API).