‌USA - SMS latency affecting Toll-Free numbers

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Date/Time Impacted

From 15:05UTC until 17:30UTC on August 08, 2023.

Services Impacted

SMS latency via Toll-Free Numbers towards US networks.

Summary

Toll-Free traffic towards US networks may have experienced latency issues from 15:05UTC until 17:30UTC. Traffic may have been delayed during that time.

Root Cause

The platform of our supplier had become overloaded which thus restarted their internal system.

Restoration Actions

Our supplier has made changes to their infrastructure and increased their internal monitoring to avoid potential issues.

Next Steps

We have adjusted our alerting processes and have communicated with our supplier to ensure there will be no further delays in traffic. They have also added more resources to prevent a repeat incident.