Incident Window: May 21, 2026, 3:55 PM CEST – Ongoing

Status: Partially Resolved (Core Services Restored, Data Processing Catching Up)

Affected Services: Real-Time Voice Processing, Live Chat, and Call Logging/Reporting Services

Executive Summary
On May 21, 2026, our platform experienced a technical disruption that affected our real-time communication services. While our primary management dashboard remains online and accessible, users initially experienced failures with call creation and live chat functionality. Additionally, there are ongoing delays in retrieving call logs and end-of-call reports.

The root cause was traced back to a network routing configuration error with our upstream cloud infrastructure provider. While core communication services (call creation and chat) have been fully restored, backend data processing queues are currently catching up, which is causing a temporary delay in call logs appearing on the dashboard.

Current Status & What Happened
During a routine infrastructure update by our upstream cloud provider, an unexpected configuration error occurred in their network routing layer. This error caused severe packet loss and connection timeouts, blocking our backend services from initializing new voice calls and chat sessions.

Our provider has since rolled back the problematic update, which fully restored live calling and chat capabilities. However, because data could not flow normally during the outage, a large backlog of call logs and end-of-call reports accumulated in our processing queues.

Core live services are 100% operational, but our reporting servers are currently processing this backlog chronologically. As a result, you will notice a delay in new call logs appearing on your dashboard until the sync is complete.

Next Steps & Preventative Actions
To minimize the impact of similar upstream provider issues in the future, we are implementing the following measures:

Enhanced Failover Routing: We are optimizing our network infrastructure to automatically reroute traffic through secondary backup channels if our primary provider experiences connection drops.

Isolated Reporting Queues: We are restructuring our logging architecture to ensure that even during a network interruption, data reports are cached and synchronized to the dashboard faster once connectivity is restored.

We sincerely apologize for the inconvenience this infrastructure event has caused and appreciate your continued patience while our data queues fully catch up.