Voice Service Issue in Platform

Incident Report for Vonage API Status

Postmortem

Date/Time Impacted

16 Nov 2023 16:00-16:13 UTC
16 Nov 2023 18:00-18:03 UTC

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Services Impacted

Outbound Voice traffic, including Voice API, SIP Trunking, Verify Calls, and the deprecated TTS API.

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Summary

All outbound PSTN calls began failing with a 502 or 500 response.

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Root Cause

A primary supplier experiencing a temporary issue that caused calls to be limited incorrectly.

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Restoration Actions

The supplier released a patch to correct the calculation for calls.

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Next Steps

Improved monitoring and alerting for the primary supplier has been enabled, while we continue to work together to avoid the issue happening again.

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Posted Nov 21, 2023 - 09:11 UTC

Resolved

This incident has been resolved.

Posted Nov 18, 2023 - 04:18 UTC

Monitoring

Service has returned to normal at this time. We continue monitoring the incident and will provide further updates as needed. Please get in touch with Technical Support if you have any trouble.

Posted Nov 16, 2023 - 19:34 UTC

Investigating

Teams have seen another occurrence of the issue between 18:00 and 18:03 UTC and investigation is under way

Posted Nov 16, 2023 - 18:10 UTC

Monitoring

We have implemented a fix for the Voice Service Issue in Platform.

The list of services that were impacted have been confirmed as:
Global voice traffic affecting all products, including Voice API and SIP Trunking, between 16:00 to 16:13 UTC.

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

Posted Nov 16, 2023 - 16:36 UTC

Investigating

Our monitoring has alerted us to a potential service issue causing intermittent connectivity issues to US API endpoints. We are alerting 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 Nov 16, 2023 - 16:23 UTC

This incident affected: Multiple Services Affected (Multiple Services Affected) and Voice (Voice API).