Buzzeasy Outage History

This incident has been resolved. We'll post the root cause shortly as the "postmortem" of this incident.

Type: Maintenance Affected Components: CCaaS International - AI Voice Bots, CCaaS Americas - Voice Services, CCaaS Europe - Voice Services Jun 24, 12:05:25 GMT+0 - Identified - Dear Customer, We would like to inform you that on 28-06-2026 there will be a scheduled maintenance window for applying software patches on the Graia CCaaS Voice components. Graia International: 28-06-2026 | 03:00 UTC | 2 h During this time all components will be operational, but we do anticipate a short voice service interruption during key moments of the update. Thank you for your understanding. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia Team

This incident has been resolved. As a precaution, tenants continue to run on the secondary voice instance until the root cause analysis can be completed.

The incident was caused by a low-level third-party voice gateway component becoming overloaded, resulting in loss of voice client connectivity for agents. Initial analysis indicates a potential software bug in the affected component related to worker thread collisions under a specific combination of call load conditions. Although warning logs were generated by the affected service, the monitoring system did not detect the condition in time due to vendor-introduced log syntax changes that no longer matched the existing monitoring pattern. Corrective action plan: * Finalize voice gateway component bug assessment and apply fixes. * Update and validate monitoring rules for the new log entry syntax.

Type: Incident Affected Components: CCaaS Europe - Voice Services, CCaaS International - AI Voice Bots Mar 10, 13:10:00 GMT+0 - Investigating - On 2026-03-10 between 13:10 - 13:25 UTC one of our virtual machines was temporarily unavailable for service due to an unplanned redeployment by Microsoft Azure that was necessary because of the host physical machine's failure. We apologize for any inconveniences this may have caused. Summary from Microsoft Azure: We're sorry, your virtual machine isn't available and it is being redeployed due to an unexpected failure on the host server. Azure has begun the auto-recovery process and is currently starting the virtual machine on a different host. Mar 10, 13:55:38 GMT+0 - Investigating - Relevant DevOps workitems: Task 148105: GMNT#2026031010000221 — Complete failure Graia

Type: Incident Affected Components: CCaaS Europe - Voice Services Jan 16, 13:00:00 GMT+0 - Investigating - We are currently investigating reports of problems mainly with voice channels. We apologize for the inconveniences caused and are attempting to resolve them as soon as possible Jan 21, 08:21:30 GMT+0 - Investigating - Relevant DevOps workitems: Task 144208: GMNT#2026011610000213 — Urgent Request - System Performance Issues Task 144172: GMNT#2026011610000115 — Hiba - Hajdu Ádám Task 144185: GMNT#2026011610000124 — Contact Number Task 144189: GMNT#2026011610000161 — FW: Issues with idle agents but calls waiting Jan 16, 17:03:58 GMT+0 - Resolved - Following an extensive troubleshootig session, our team found that there was a faulty node of our containarized infrastructure in which a lot of services were in a restart loop. The team isolated the faulty node following this up by its replacement with healthy one that no longer exhibits the behavior that was causing problems.

Type: Incident Affected Components: CCaaS Europe - Voice Services Nov 24, 07:15:00 GMT+0 - Investigating - Dear customer, A partial outage was discovered that impacted incoming calls for a few customers. Our team has resolved the issue, and the service has been fully re-established. We apologize for any inconvenience this may have caused. Graia.ai Team Nov 27, 09:49:06 GMT+0 - Investigating - Related DevOps workitems: Task 141787: Investigate VE EXT3 connector logs Bug 141817: VE Connector unregisters inbound numbers unexpectedly when SignalR client is reconnecting

Type: Incident Affected Components: CCaaS International - Agent UI, CCaaS International - Admin Portal Oct 9, 09:29:00 GMT+0 - Investigating - Dear customer, We would like to inform you that, due to Microsoft ongoing service issues, you might experience problems when trying to access the admin portal or the agent UI. We will come back with an update as soon as possible. Thank you for understanding. Graia.ai Team Oct 9, 22:00:39 GMT+0 - Resolved - The issue was mitigated on Microsoft side. This incident can be closed. Oct 9, 19:53:00 GMT+0 - Investigating - Microsoft states that the issue was resolved on their end. Keeping under observation. Oct 9, 11:02:32 GMT+0 - Investigating - Microsoft acknowledged the issue and is working on mitigating the impact. MS reference number: QNBQ-5W8