Brazil SMS - Delivery degradation towards all networks

Incident Report for Vonage API Status

Postmortem

Date/Time Impacted

Between October 04, 2023 13:30:00 UTC and October 5, 2023 09:04:00 UTC

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Services Impacted

SMS delivery receipt latency towards all Brazil networks.

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Summary

Vonage received a notification from one of our suppliers in Brazil about an outage of service in Brazil. SMS delivery receipt latency started from 13:30 UTC on October 4th. Restoration of delivery receipt latency was observed at 09:04 UTC on October 5th.

Incident was raised to address degraded delivery and delivery reports. Degraded performance statistics were observed across all networks and all suppliers.

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Root Cause

Outage was observed on the supplier's side, which caused a delay in delivery of messages to the end users.

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Restoration Actions

Our supplier has cleared the queries that were stuck in the database and made configuration repairs to the table that had stuck requests.

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Next Steps

Our supplier will prioritize a project that is already in the testing phase to improve the performance of the credit counter in prepaid accounts.

Posted Oct 11, 2023 - 18:57 UTC

Resolved

This incident has been resolved.

Posted Oct 05, 2023 - 09:04 UTC

Monitoring

A fix has been implemented and we are monitoring the results.

Posted Oct 04, 2023 - 23:50 UTC

Identified

Further checks confirm good performance of SMS delivery. We are observing DLR latency.

Posted Oct 04, 2023 - 17:22 UTC

Investigating

We are currently observing SMS delivery degradation towards all networks. You may experience missing and delayed messages and delivery receipts for outbound messages.

We are working with our carrier partners to resolve the issue and will issue an update as soon as more information becomes available.

Please contact support@api.vonage.com if you have any questions.

Posted Oct 04, 2023 - 16:11 UTC

This incident affected: Global Connectivity (SMS Latin America).