Transitioning to a resolved status, as all systems are back up and running - and we have full redundancy restored at the infrastructure level.
A root-cause analysis report is being compiled at this time by our Development/Operations resources and the vendor (AWS), and will be sent out via cases that were opened with the Care Team when it is finalized.
Posted Nov 07, 2024 - 18:27 UTC
Monitoring
Our Dev Team verified that all services auto-recovered after the database failover completed - and that full service availability has returned to the application. Any users experiencing continued symptoms with inbound call handling/alerting or outbound calling difficulty should log out and back into the application.
Please reach out to the Care Team if continued impact is encountered. We're actively monitoring our infrastructure at this time, and have engaged with Amazon Web Services to identify root-cause of the availability/restart issue.
Posted Nov 07, 2024 - 18:08 UTC
Investigating
At approximately 12:45PM Eastern, our infrastructure team received an alert tied to Database availability. Services have automatically failed over to our backup infrastructure, and we're actively investigating the underlying cause - while performing additional process/app validations.
Posted Nov 07, 2024 - 17:56 UTC
This incident affected: Isolation Zone 1 (app.iz1.sharpen.cx, API, CX, Sharpen Q, Dashboards, Insights, SIP Registration, Inbound Voice).