Date/Time Impacted

2024-10-10 05:13:00.0 UTC- 2024-10-10 06:10:00.0 UTC

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Services Impacted

A subset of US Shortcodes were unavailable for messaging services.

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Summary

The binds for one of our US Shortcode connections went down due to a maintenance on the supplier’s end. The connection was reset, which fixed the issue.

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Root Cause

A routine supplier maintenance (quarterly OS patching) included a restart of the SMS gateway servers. Our connection binds were impacted by the maintenance at 05:13 UTC.

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Restoration Actions

Our Routing team escalated the issue to the supplier. The disconnection was resolved on its own at 06:10 UTC.

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Next Steps

The supplier has improved their client notification process to notify us of all client impacting maintenances.