Service Issue in Platform

Incident Report for Vonage API Status

Postmortem

Incident Statement - Voice Services - Partial Outage

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Date/Time Impacted

Feb 21, 2025 00:20 UTC - Feb 21, 2025 00:49 UTC

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Services Impacted

Voice - Programmable SIP & SIP Interconnect

Voice - Voice API

Voice - Legacy TTS

Voice - WebRTC

Voice - Auth & Identity - Verify V1

AI Studio - Studio Telephony Sessions

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Summary

All inbound and outbound voice calls failed to establish between 12:20 and 12:49 UTC in the EU1 data center.

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Root Cause

The incident was the result of a routine deployment that faced an unexpected issue in our EU1 data center. The issue was around services allocating public IP addresses.

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Restoration Actions

The service was reinstated at 12:49 after a patch was deployed.

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Next Steps

Eliminate the Usage of service for public IP retrieval
Review and improve our deployment processes by adding enhanced pre-production tests and deployment sequencing.

Posted Feb 25, 2025 - 11:16 UTC

Resolved

This issue has been resolved.

Posted Feb 21, 2025 - 06:16 UTC

Monitoring

The issue has been resolved. You may have seen inbound and outbound calls suddenly failing to establish. All Voice calls in our EU1 data center were impacted from 2025-02-21 00:23 UTC until 00:47 UTC.

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

Posted Feb 21, 2025 - 03:09 UTC

Investigating

Our monitoring has alerted us to a potential service issue with our platform within the EU1 data center. Inbound and outbound voice calls via VAPI failed, we alert customers immediately while our engineering teams investigate.

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 Feb 21, 2025 - 02:29 UTC

This incident affected: Voice (Voice API).