Boostlingo Outage History

Started Oct 02, 2026, 01:47 PM UTC· resolved Oct 02, 2026, 06:21 PM UTC

1. investigating Oct 02, 2026, 01:47 PM UTC

   We are investigating reports of calls failing to connect after long wait times or disconnecting unexpectedly across our US server. We will follow up with additional information here as soon as we have it. Please subscribe to ensure you receive updates as soon as they are available.

2. identified Oct 02, 2026, 02:11 PM UTC

   Our team has identified issues and taken mitigation steps. We have seen improvements in call connections and decreases in wait times. Our team will continue to monitor.

3. monitoring Oct 02, 2026, 04:26 PM UTC

   Our team took additional steps to mitigate issues related to connection time. We are continuing to monitor the fixes. At this time we are not seeing any degradation with routing or connections.

4. resolved Oct 02, 2026, 06:21 PM UTC

   Our team has concluded monitoring and confirmed that all calls are routing as expected with no unexpected increases to wait time. We will follow-up in the next 48 hours with a root cause analysis.

5. postmortem Oct 06, 2026, 07:15 PM UTC

   At 1:10 PM central time on 10/1/2026 an internal team member set a test interpreter account to an active status that allowed calls to be routed to that account. This account \[ID 29863920\] was not a real staffed interpreter or call center user. It was an unstaffed test account meant for internal use and routing only. Once that account was active calls began to route to that interpreter, across all language pairs, errantly. This test user-account was disabled at 10:46 AM central time on 10/2/2026. Between 1:10 pm 10/1/26 and 10:46 am 10/2/2026 calls that were routed to this interpreter may have connected. On these connected calls the requestor would have experienced silence until they disconnected as the account was not actually a staffed interpreter line of any sort. During that window many users also experienced increased wait times while calls were routed to the internal test account. Our engineering, product, support, and operations teams are working together to action a number of hardening measures to ensure that this type of incident cannot happen again including additional proactive monitoring, warnings when activating users, and more robust logging to quickly identify the root cause of a routing related incident.

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Started Jul 16, 2026, 08:24 AM UTC· resolved Jul 16, 2026, 01:07 PM UTC

1. investigating Jul 16, 2026, 08:24 AM UTC

   We are investigating connectivity issues across all services on our EU and UK servers. At this time we do not see any issues across other servers. We will follow up with additional information here as soon as we have it. Please subscribe to ensure you receive updates as soon as they are available.

2. identified Jul 16, 2026, 09:07 AM UTC

   Identified: EU & UK Server Issues We have identified the cause of the service disruption affecting our EU and UK servers. This is the result of an upstream issue with AWS CloudFront, which our infrastructure depends on. You can track AWS's progress on their AWS Health Dashboard: https://health.aws.amazon.com/health/status Because this is an issue on AWS's side, resolution depends on their remediation. Our team is actively monitoring the situation and will implement any available mitigations on our end.

3. monitoring Jul 16, 2026, 11:24 AM UTC

   AWS has taken steps to mitigate their issue (https://health.aws.amazon.com/health/status) and our services are now working as expected across all servers. Our team will continue to monitor system performance.

4. resolved Jul 16, 2026, 01:07 PM UTC

   We have not observed any issues during our monitoring and AWS is reporting full recovery https://health.aws.amazon.com/health/status

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Started May 27, 2026, 10:32 PM UTC· resolved May 28, 2026, 01:45 AM UTC

1. investigating May 27, 2026, 10:32 PM UTC

   We are investigating reports of slow loading pages and intermittent connection issues across all servers. We will follow up with additional information here as soon as we have it. Please subscribe to ensure you receive updates as soon as they are available.

2. monitoring May 28, 2026, 12:23 AM UTC

   Our team observed increased latency and API errors which impacted system performance and contributed to increased CPU usage. We took action to reduce latency and observed a reduction in CPU usage which stabilized the system. Our team will continue to monitor performance and will take additional action as necessary.

3. resolved May 28, 2026, 01:45 AM UTC

   Our team has concluded our monitoring and validated the changes. This is resolved.

4. postmortem Jun 04, 2026, 09:31 PM UTC

   **Summary** During the incident customers on our US server may have experienced degraded call routing and a period of minor service instability lasting approximately 4 hours. The issue has been resolved and the US environment is operating normally. We want to share what happened and how it affected service. **What happened** A software update released on May 26 included a new internal component that was designed to connect to supporting infrastructure. That infrastructure was not yet available, so the component was unable to establish a connection. Rather than backing off, it continued attempting to connect repeatedly. Over the following hours, those repeated attempts gradually consumed system resources until the US production environment could no longer reliably handle peek call traffic. **Customer impact** The primary effect was degraded call routing. Some calls became stuck in an incomplete state, which meant that for those affected calls, recordings, billing records, and call history did not finalize as expected until the issue was addressed. There was no disruption across other servers though they were also addressed with the resolution. **Resolution** Once the root cause was identified, our team removed the setting that was activating the component and restarted the affected services. Service errors cleared within minutes of the restart, and normal call routing was restored.

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Started Jan 29, 2026, 04:23 PM UTC· resolved Jan 29, 2026, 06:30 PM UTC

1. investigating Jan 29, 2026, 04:23 PM UTC

   Our monitoring systems have identified a potential issue related to call routing and connections across our US server. Our development team has been notified and are working on identifying the issue. We will follow up with additional information here as soon as we have it. Please subscribe to ensure you receive updates as soon as they are available.

2. identified Jan 29, 2026, 05:07 PM UTC

   Our team has identified additional issues with database auto scaling. To mitigate issues with calls routing and connecting we are updating a database server. Over the next thirty minutes there may be periods of inaccessibility in the web application while new connections are established. During the database update window itself we will enable our delivery assurance plan to ensure that new calls placed through IVR will continue to connect to interpreters. We will update our status page once these updates are complete and will continue our investigation and monitoring of underlying issues.

3. identified Jan 29, 2026, 05:53 PM UTC

   The database rotation has been completed. The expected rotation window was much quicker than anticipated (less than 60 seconds) which caused us to not need to initiate our delivery assurance plan. Our team is continuing investigation into the root cause and next steps for further mitigation.

4. monitoring Jan 29, 2026, 06:06 PM UTC

   The database scaling is complete and services have been stable with calls routing and connecting as expected since the update. Our team is monitoring the changes and we will provide updates throughout our monitoring.

5. resolved Jan 29, 2026, 06:30 PM UTC

   We have concluded our monitoring and observed no errors during our monitoring window. We will share a postmortem in the next 72 hours.

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Started Jan 28, 2026, 07:19 PM UTC· resolved Jan 28, 2026, 10:14 PM UTC

1. investigating Jan 28, 2026, 07:19 PM UTC

   We are investigating reports of calls failing to connect across the US server. We will follow up with additional information here as soon as we have it. Please subscribe to ensure you receive updates as soon as they are available.

2. investigating Jan 28, 2026, 07:22 PM UTC

   We are continuing to investigate this issue.

3. investigating Jan 28, 2026, 07:39 PM UTC

   Our team continues to investigate issues with on demand calls successfully routing and connecting to interpreters. At this time we are experiencing degraded performance with some calls failing to route as expected or connect fully to an interpreter. If you experience issues when placing a call we recommend waiting 30-60 seconds and trying again as we are seeing many calls routing and connecting as expected.

4. identified Jan 28, 2026, 08:38 PM UTC

   Our team has identified a database auto-scaling issue and is working on mitigation. Over the last fifteen minutes we have seen increased connection rates as our team has taken action. We will continue to share updates through our status page as our team takes action.

5. monitoring Jan 28, 2026, 09:28 PM UTC

   Our team made updates to the database to address the auto scaling issues that led to degradation with call routing and connection. We are monitoring the change to ensure that all calls are routing as expected. At this time we are not experiencing platform degradation. We will share additional technical details about this issue and our remediation in a postmortem on this page in the next 72 hours.

6. resolved Jan 28, 2026, 10:14 PM UTC

   We have concluded our monitoring and observed no errors during our monitoring window. While we are marking this incident as resolved we have also implemented additional automated monitoring and will continue to check database stability. We will share a postmortem in the next 72 hours.

7. postmortem Feb 02, 2026, 11:05 PM UTC

   During the incident window, some customers experienced intermittent failures when initiating new on-demand calls \(including audio, IVR, and custom routing flows\). The impact was primarily limited to call setup and routing: ongoing calls were largely unaffected, but customers using more complex routing logic reported higher failure rates and incomplete call initiations. The issue was caused by excessive growth and load in a call-routing datastore and related services, which reached an operational threshold and degraded routing performance. Under this elevated load, dependent components \(including SignalR hubs and callback handling\) began reconnecting and failing intermittently, preventing new routing entries from being processed reliably. Our engineering team validated Azure infrastructure health, stabilized the affected routing components, and service recovered as load normalized and routing entries decreased. To prevent recurrence, we are enhancing monitoring/alerting on datastore growth and service load thresholds, implementing optimized routing data lifecycle management to avoid unbounded growth, and improving observability to detect routing degradation earlier—before it impacts customers.

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Started Nov 20, 2025, 01:31 PM UTC· resolved Nov 20, 2025, 08:45 PM UTC

1. identified Nov 20, 2025, 01:31 PM UTC

   The Boostlingo team has identified an issue with calls placed over IVR when the pre call policy includes at least one Key Value Pair field causing calls to fail to connect as expected. There are no issues with other types of pre call fields. At this time the only workaround is to temporarily remove Key Value Pair field types from the pre call policy. Our team has identified the root cause of the issue and is working to resolve it. We will make updates to this incident as soon as a fix is in place.

2. identified Nov 20, 2025, 03:07 PM UTC

   The Boostlingo Development Team has identified a fix for the reported issues with Key Value Pairs used in IVR. The fix has passed internal validation and is now in the final stages of testing. We expect to deploy the update shortly. Once complete, you should see consistent IVR call flows and connection handling. We’ll send a follow-up message once the deployment is live. No user action is required at this time. Thank you for your patience as we worked to resolve this issue quickly and thoroughly.

3. identified Nov 20, 2025, 04:29 PM UTC

   What’s happening: We’re beginning to deploy a hotfix that resolves an issue where IVR calls using Key Value Pairs (KVP) in IVR could drop after value confirmation. The fix has passed validation in staging and targeted production tests. Expected impact: No customer action required. IVR KVP call flows will behave consistently after the update.

4. monitoring Nov 20, 2025, 06:56 PM UTC

   The Boostlingo Development Team has successfully deployed the IVR KVP hotfix across all regions (AU, UK, and US). This update resolves the issue where IVR calls using Key Value Pairs could drop after value confirmation. We will continue to monitor system performance over the next several hours to ensure full stability and consistency across all environments. If no further issues are observed, this incident will be marked as resolved. No customer action is required. We will begin deployments to CA and EU at 2:30 PM EST.

5. resolved Nov 20, 2025, 08:45 PM UTC

   The Boostlingo Development Team has successfully deployed and verified the hotfix addressing the issue where IVR calls using Key Value Pairs (KVP) could fail after value confirmation. All affected environments (AU, UK, US, CA, and EU) have been updated and are performing as expected. Post-deployment monitoring confirms full restoration of normal IVR call flow behavior. No further impact has been observed. This incident is now resolved.

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Started Oct 20, 2025, 12:18 PM UTC· resolved Oct 21, 2025, 03:26 AM UTC

1. investigating Oct 20, 2025, 12:18 PM UTC

   This morning, the Boostlingo Engineering Team was alerted to an outage in the Amazon Web Services (AWS) us-east-1 region. While Boostlingo does not host infrastructure in this region, some of our vendors operate within it. Currently, our telephony vendor Twilio is experiencing service disruptions, which may impact audio calls across the Boostlingo platform. Users may experience degraded audio quality or be unable to initiate new calls. Our Engineering Team is actively monitoring the situation and assessing any broader impact across our services. Updates will be posted here as new information becomes available. For more details from AWS, you can track their official status page here: AWS Service Health Dashboard https://tinyurl.com/mwn6umzj

2. monitoring Oct 20, 2025, 12:31 PM UTC

   As we continue monitoring the AWS us-east-1 outage affecting some of our third-party services, we’re seeing improvement, audio calls are now connecting successfully. However, due to continued issues with another upstream vendor, there remains a risk of degraded performance within the Boostlingo Web Application. Our Engineering Team is closely monitoring all systems and will provide updates as conditions stabilize.

3. monitoring Oct 20, 2025, 03:37 PM UTC

   Update: AWS us-east-1 Recovery Progress AWS is reporting that many core services in the us-east-1 region have been restored. Our Engineering Team continues to monitor system performance and validate full recovery across impacted third-party services. We will maintain heightened monitoring until AWS confirms all systems are fully operational.

4. monitoring Oct 20, 2025, 08:14 PM UTC

   AWS has implemented additional mitigations in the us-east-1 region, and overall recovery continues to improve across their core infrastructure. Our upstream vendors previously affected by the outage have restored their services, and Boostlingo Web services are fully operational. We are not observing any ongoing impact to our systems at this time. Our Engineering Team will continue to monitor system performance and maintain an elevated watch until AWS confirms full regional recovery.

5. resolved Oct 21, 2025, 03:26 AM UTC

   AWS has reported that all services within the us-east-1 region have been fully restored. Our third-party upstream vendors affected by this outage have implemented their own mitigations and confirmed that their services are stable. Boostlingo systems are fully operational, and we are not observing any active impact on performance. The Boostlingo Engineering Team will continue elevated monitoring until AWS completes its post-incident recovery and publishes their summary report.

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Started Mar 31, 2025, 04:00 PM UTC· resolved Mar 31, 2025, 05:28 PM UTC

1. investigating Mar 31, 2025, 04:00 PM UTC

   The Boostlingo Engineering Team is currently investigating reports of IVR calls are intermittently not connecting. Please continue to follow our status page for additional updates on the issue.

2. investigating Mar 31, 2025, 04:23 PM UTC

   While the Boostlingo Engineering Team was investigating reports of IVR calls not connecting, we identified an issue with our third-party telephony platform, Twilio. This issue is currently impacting IVR and Web/Mobile OPI calls, causing intermittent failures. Twilio has identified the root cause and is actively working to deploy a fix. Twilio's next update is expected within the next hour or sooner if more information becomes available. Impact: Some IVR calls may fail to connect Web and Mobile On-Demand OPI calls may experience disruptions Other Boostlingo services remain fully operational Next Steps: Our engineering team continues to monitor Twilio’s Status Page resolution efforts closely Further updates will be posted here as new information becomes available

3. identified Mar 31, 2025, 04:31 PM UTC

   The issue has been identified and a fix is being implemented.

4. monitoring Mar 31, 2025, 04:52 PM UTC

   The Boostlingo Engineering Team is continuing to monitor the current issue and we are now seeing services recovering, SIP, IVR and Web/Mobile OPI calls are stabilizing. Users should begin to experience improved connectivity as our third-party telephony provider implements their fix. Expected Result/Impact: Call failures are decreasing, and normal functionality is gradually being restored Some users may still experience intermittent issues as services fully recover Other Boostlingo services remain fully operational Next Steps: Our engineering team continues to monitor system performance closely Further updates will be posted here as more information becomes available

5. resolved Mar 31, 2025, 05:28 PM UTC

   Twilio has confirmed that their services have been fully restored and we are seeing normal functionality return for SIP, IVR and Web/Mobile OPI calls. Final Update: IVR calls are now connecting as expected Web and Mobile On-Demand OPI calls are fully operational All Boostlingo services are functioning normally The Boostlingo Engineering Team will continue to monitor system performance to ensure stability. If you experience any lingering issues, please contact Boostlingo Support. Thank you for your patience while we worked through this issue.

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Started Feb 27, 2025, 01:46 PM UTC· resolved Feb 28, 2025, 04:44 AM UTC

1. investigating Feb 27, 2025, 01:46 PM UTC

   Our team is currently investigating reports from users of caller connectivity issues across all servers. Our team will post updates through this status page as we have additional information.

2. identified Feb 27, 2025, 02:18 PM UTC

   We have identified an issue with our third-party inter-server communication service, SignalR, which may be impacting real-time updates. This issue intermittently impacts interpreter users on the web application which may lead to longer connection times for some inbound calls from requestors. Our team is actively working on a fix, and we will provide another update within the next 15 minutes.

3. identified Feb 27, 2025, 03:05 PM UTC

   The Boostlingo Team is currently deploying a solution to improve interpreter connectivity performance. This will allow us to conduct a more thorough investigation and perform maintenance on our SignalR infrastructure without further impacting the user experience during business hours.

4. identified Feb 27, 2025, 03:16 PM UTC

   Our team is working to address additional connectivity issues across the US server. Some users may not be able to access the platform for a short period of time as our team makes changes to address the connectivity issues. We will provide an additional update once platform access is fully restored across the US server.

5. identified Feb 27, 2025, 03:46 PM UTC

   The Boostlingo Team has successfully deployed a solution to address the active incident in our US Production environment. We will continue our thorough investigation and perform maintenance as needed. Please monitor our status page for further updates. Interpreters may still experience intermittent connection issues. As a first troubleshooting step, please perform a hard refresh in your browser and clear your browser cache. This will ensure that any changes we have made are reflected in your session. To perform a hard browser refresh: - Windows users: hold down Ctrl and then press F5 on your keyboard. - Mac users: hold down Cmd and Shift and then press R on your keyboard.

6. monitoring Feb 27, 2025, 03:56 PM UTC

   A fix has been implemented, and our team is monitoring the results. Please monitor our status page for further updates. If any degradation or disruption of service is expected, we will communicate it here.

7. monitoring Feb 27, 2025, 04:08 PM UTC

   EU server interpreter users may also experience slow or intermittent issues with the caller loading in some scenarios. For any users experiencing these issues, please clear your browser cache, this will ensure that the updates our team has made are fully active in your local session. If you continue to experience issue please reach out to our support team at [email protected] and we can help with additional browser troubleshooting steps.

8. monitoring Feb 27, 2025, 09:30 PM UTC

   Our team will be performing emergency maintenance tonight to fully address the root cause of this issue. We have posted additional information about the maintenance here: https://status.boostlingo.com/incidents/5frl8v2hcppm

9. resolved Feb 28, 2025, 04:44 AM UTC

   After a successful deployment to new SignalR Servers, we were able to verify that the issue with our third-party inter-server communication service, SignalR, has been resolved. For any users still experiencing issues, please clear your browser cache, this will ensure that the updates our team has made are fully active in your local session. 1. Clear your browser cache and cookies: - Google Chrome: https://support.google.com/accounts/answer/32050 - Microsoft Edge: https://www.microsoft.com/en-us/edge/learning-center/how-to-manage-and-clear-your-cache-and-cookies - Mozilla Firefox: https://support.mozilla.org/en-US/kb/clear-cookies-and-site-data-firefox 2. Log out of your Boostlingo session. 3. Perform a hard refresh in your browser: - Windows users: Hold down Ctrl and press F5 on your keyboard. - Mac users: Hold down Cmd + Shift, then press R on your keyboard. 4. If you are still experiencing issues, please contact Boostlingo Support so our team can investigate your specific case. If you continue to experience issues please reach out to our support team at [email protected] and we can help with additional browser troubleshooting steps.

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Started Jan 09, 2025, 06:36 PM UTC· resolved Jan 09, 2025, 06:54 PM UTC

1. investigating Jan 09, 2025, 06:36 PM UTC

   Our monitoring systems have identified a potential issue related to On demand calls placed on our US server. Our development team has been notified and are working on identifying the issue. We will follow up with additional information here as soon as we have it. Please subscribe to ensure you receive updates as soon as they are available.

2. monitoring Jan 09, 2025, 06:42 PM UTC

   Our development team has identified the cause of the issues and implemented a fix on the backend. We are monitoring results. Calls should connect and route as expected at this time.

3. resolved Jan 09, 2025, 06:54 PM UTC

   Our team has concluded their monitoring and calls are able to be placed and will route as expected. We will follow up on this incident in the next three business days with a post mortem.

4. postmortem Feb 07, 2025, 10:25 PM UTC

   A Database critical for call routing reached its maximum capacity, which resulted in preventing new call routing entries. While active calls were not impacted users were unable to initiate new calls during the incident window. The affected database components were reset, and routing functionality was restored. A long-term fix to increase database capacity was implemented with our next release after the incident. The development and product teams have also performed preventative maintenance cleanup jobs to reduce the chances for similar incidents in the future.

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Started Dec 09, 2024, 04:16 PM UTC· resolved Dec 11, 2024, 03:19 PM UTC

1. investigating Dec 09, 2024, 04:16 PM UTC

   Our team is investigating an issue accessing appointments through the InterpretManager mobile application. Users may experience an error message stating that "Resource or action access is denied" or "Something went wrong. Please try again later" when logging into the application and navigating to or refreshing the appointments tab. Users will also not be able to join scheduled appointments through the mobile application at this time. They can access individual appointments through the expenses tab and are still able to accept or decline new appointments. Users are able to navigate to other tabs of the application and access all other functionality. They may need to first dismiss the error message related to the appointments tab. On-demand functionality is not impacted by this incident. Users ARE able to place and accept on-demand calls through the mobile application. We will post additional updates to our status page.

2. identified Dec 09, 2024, 07:33 PM UTC

   Our development team has identified the root cause of this issue and is working on a resolution. We will provide additional information about the root cause itself and the timeline for a resolution through our status page.

3. identified Dec 10, 2024, 04:31 AM UTC

   Update: We are pleased to share that our team has developed and tested a resolution for the issue affecting access to appointments in the InterpretManager mobile application. This evening at 2345 EST we will deploy an update to our US and Canadian servers to implement this fix. While we do not anticipate any downtime or interruptions during the deployment, our team will actively monitor the process to ensure a seamless experience. We appreciate your patience and understanding as we work to restore full functionality to the appointments feature.

4. monitoring Dec 10, 2024, 05:40 AM UTC

   The update to address the issue impacting access to appointments in the InterpretManager mobile application has been successfully deployed to our US and Canadian servers. We are pleased to report that this issue has been resolved, and full functionality of the appointments feature has been restored. We will continue to monitor the US and Canadian servers for the next 24hrs to continue to validate our fix. Thank you for your patience and understanding as we worked to implement this fix. If you experience any further issues, please reach out to our support team.

5. monitoring Dec 10, 2024, 02:45 PM UTC

   We are continuing to monitor for any further issues.

6. resolved Dec 11, 2024, 03:19 PM UTC

   Our team has concluded our monitoring and can confirm that things are working as expected. We will share a technical post-mortem on this thread in the next 48 hours.

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