Incident Report: NJ Data Center Maintenance and Outage
Date of Incident: July 12, 2025
Prepared by: Alberto Fernandez, Director of Platform Engineering
Start Time: 7:53 AM EST
Resolution: 8:15 PM EST
Impacted Services: Apollo Services (NJ Region)
Customer Impact: Possible voice degradation, call setup delays, or dropped sessions during rerouting
At approximately 7:53 AM EST, our monitoring systems detected that several locations were unable to reach our New Jersey data center.
Our team immediately initiated an investigation with both our ISP and the data center provider. We discovered that a scheduled maintenance procedure involving the Uninterruptible Power Supply (UPS) had not gone as planned. Although the maintenance was expected to have no impact, it resulted in full connectivity loss at the site.
To mitigate impact, we quickly rerouted traffic and relocated portal services to our Florida data center. This transition began at 8:05 AM, with the reseller portal fully redirected by 8:15 AM. While the data center had issued a notification about the maintenance, the notice included an incorrect date, August 11, and stated there would be no service interruption.
The outage was directly caused by the data center’s UPS maintenance. While intended to be non-disruptive, the maintenance led to a full outage of inbound and outbound connectivity. We are awaiting a detailed report from the data center.
We are working closely with the data center provider to ensure future maintenance notices are timely, accurate, and clearly indicate any potential for impact.
All third-party maintenance affecting core infrastructure will now be reviewed under our internal change management protocols, even when the work is outside of our direct control.
We understand that even short periods of service instability can disrupt your business. We remain committed to reliability, clear communication, and continuous improvement across our platform.
If you have any questions or concerns, or would like to discuss this incident in more detail, please reach out to our support team directly. We value your partnership and thank you for your continued trust.