Caregility Outage History

Dear Valued Customer, We are writing to inform you that our platform is currently experiencing a service disruption. Our team is actively investigating the issue and will provide updates as soon as more information becomes available. Sincerely, The Caregility Team 1-866-300-0884 [email protected] __________________________________________________________________________________________ Caregility 1350 Campus Parkway, Suite 201, Wall Township NJ 07753 732-440-7810

On July 8th, 2025, between 3:30PM and 3:50PM ET, some users had trouble starting new iConsult 2.0 and iObserver calls. They saw a message saying, “the device cannot be started”. Ongoing sessions were not impacted. The disruption was caused by a delay in the Cloud vendor’s replication service into the read datastore, which provides the device status information. This delay caused the system to incorrectly determine the APS device as offline, preventing new calls from being placed using that APS device. he issue was resolved on its own once the replication delay in the datastore returned to normal. We have identified the root cause and implemented new safeguards to prevent this from happening again and developed plans for long term resolution.

We encountered a brief disruption in iConsult 2.0 services. Services were quickly restored, following the restart of a backend service. All systems are now operational and we will continue to monitor overall platform health and functionality.

One of the Caregility platform components (APS registration service) experienced a brief disruption from 9:49 AM - 9:55 AM ET. During the outage, existing calls would not have been impacted, but new calls would have failed. Services were fully restored at 9:55 AM ET.

RCA Pending