Service Incident - Voice Call Issues (US Region)

Incident Report for Vonage API Status

Postmortem

Service Incident - Voice Call Issues (US Region)

Date/Time Impacted

September 18, 2023 from 18:17 UTC till 19:02 UTC

‌

Services Impacted

Voice API

Conversation API

Customer Dashboard

‌

Summary

Latency and failed voice calls

‌

Root Cause

One of our hosting providers experienced a network failure resulting in disruption to our customer traffic. This disruption led to call failures and call delays through our Voice and Conversation APIs, as well as delays and failures accessing the Customer Dashboard.

‌

Restoration Actions

The incident has been recovered by the hosting provider.

‌

Next Steps

Vonage will complete work to failover traffic during incidents. In addition, improved monitoring has been implemented to validate stable traffic.

‌

We value your feedback and want to do the best we can for you. Please let us know how we did or your ideas for how we can improve our incident communication processes through the following short survey:https://forms.gle/qsUzyNQdoWXeUVFCA

Posted Sep 26, 2023 - 20:35 UTC

Resolved

This incident has been resolved since 19 Sep 2023, 04:15 UTC.

Posted Sep 19, 2023 - 06:51 UTC

Monitoring

We have implemented a fix for the issue on voice calls in Voice API and Conversation API in US West Region. The issue occurred on September 18, 2023 from 18:17 UTC till 19:02 UTC.

We will continue to monitor the service during the next few hours and post updates should anything change.

Posted Sep 18, 2023 - 19:43 UTC

Identified

We have identified the issue is affecting Voice API and Conversation API in US West Region.

We are currently working on implementing a fix and will post further updates here.

Posted Sep 18, 2023 - 19:11 UTC

Investigating

Our monitoring has alerted us to a potential service issue with our platform. We are alerting customers immediately while our engineering teams investigate.

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

Posted Sep 18, 2023 - 18:38 UTC

This incident affected: Voice (Voice API).