A complete Root Cause Analysis (RCA) has been prepared and will be provided to all partners and customers with active support tickets related to this incident. If you do not currently have an open ticket but would like to request a copy of the RCA, please contact your account manager or submit a support ticket.
At 10:53 AM EST, our monitoring systems detected a sharp and unusual increase in SBUS queue activity within our NJ data center. This triggered an immediate alert to our Network Operations and Engineering teams, who launched a rapid response investigation.
As a precautionary and proactive measure, we rerouted all real-time traffic away from NJ to our geographically redundant data centers in Las Vegas and Florida. This action ensured continuity of service while we investigated the root cause of the anomaly in NJ.
During the transition period, we identified two additional, unrelated issues affecting the Vegas and Florida clusters. Each was diagnosed and mitigated independently. All systems are now fully operational and stable across all locations. Further details on these issues will be provided in the final RCA.
The incident was triggered by a transient physical network cut in our NJ data center’s upstream routing path. While the disruption lasted approximately 5 minutes, it had downstream effects on signaling queues (SBUS) and session routing.
The system behaved as designed by rerouting traffic through redundant sites, but the rapid load redistribution temporarily stressed configuration limits which temporarily impacted service quality.
We recognize that service interruptions, even brief ones, can be disruptive to your operations. We remain committed to transparency, reliability, and continuous improvement.
If you have any further questions or would like to discuss the incident in more detail, please contact our support team.
Thank you for your continued trust.