Clari incident
Degraded service stability on Clari Revenue Platform
Clari experienced a major incident on October 20, 2025 affecting Groove Dialer and Analyze and 1 more component, lasting 1d 4h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Oct 20, 2025, 08:11 AM UTC
We are observing a wide system stability impact from degraded services on Amazon AWS. Clari services are impacted partially due to this. We are actively monitoring the situation and will be sharing updates.
- investigating Oct 20, 2025, 08:21 AM UTC
We are observing a wide system stability impact from degraded services on Amazon AWS. Clari services are impacted partially due to this. We are actively monitoring the situation and will be sharing updates. The following Clari Platform components are affected: Clari, Groove Dialer, Copilot.
- investigating Oct 20, 2025, 08:52 AM UTC
At this time we are experiencing outages across multiple product lines due to an ongoing AWS incident (https://health.aws.amazon.com/health/status). We are actively monitoring the situation and will be sharing updates. The following Clari Platform components are affected: Clari, Groove Dialer, Copilot.
- monitoring Oct 20, 2025, 11:17 AM UTC
AWS confirms that they have resolved the primary cause of the outage (https://health.aws.amazon.com/health/status), however there still exist a problem with launching additional compute capacity. As a result: - Clari Core is fully operational, but we will continue to monitor throughout the day for signs of degraded performance due to potential inablity to scale up - Clari Copilot is still degraded and most of the calls do not have Copilot joining them due to lack of available compute capacity - Groove Dialer is still degraded due to downstream (Twillio) service being degraded. We will continue to monitor system recovery throughout the day and will post updates as status changes.
- monitoring Oct 20, 2025, 02:05 PM UTC
We continue to monitor the recovery of our systems following AWS outage (https://health.aws.amazon.com/health/status). While the root cause has been addressed, we are still having troubles leasing additional compute capacity. As a result: - Clari Core is fully functional. We are monitoring system vitals. - Clari Copilot is slowly recovering, but we are still observing that approximately half of Recorder bots are missing meetings or are late to join it. - Groove, including Groove Dialer is fully functional. We are monitoring system vitals
- monitoring Oct 20, 2025, 02:21 PM UTC
Increased traffic combined with inability to scale-up due to underlying issue with our Cloud Service Provider is impacting Clari-Core services with increasing error rates and latencies. Similarly, Clari-Copilot is experiencing delayed Recorder bots
- monitoring Oct 20, 2025, 03:29 PM UTC
As a result of underlying Cloud Provider Incident (https://health.aws.amazon.com/health/status) we are observing gradual service degradation across all Clari products: - Clari Platform users will experience increased error rate and latencies - Groove users may experience increased error rates and latencies - Copilot Recorder bots are unable to join the calls. We continue to monitor underlying AWS service degradation and we will post updates
- monitoring Oct 20, 2025, 04:05 PM UTC
We continue to monitor an underlying Cloud Provider Incident (https://health.aws.amazon.com/health/status). We are observing service degradation across all Clari products: - Clari Platform users are experiencing increased error rate and latencies - Groove users users are experiencing increased error rates and latencies - Copilot Recorder bots are unable to join the calls.
- monitoring Oct 20, 2025, 05:36 PM UTC
We continue to monitor an underlying Cloud Provider Incident (https://health.aws.amazon.com/health/status). We are observing service degradation across all Clari products: - Clari Platform users are experiencing increased error rate and latencies - Groove users users are experiencing increased error rates and latencies - Copilot Recorder bots are unable to join the calls. We will continue posting updates as the situation progresses.
- monitoring Oct 20, 2025, 06:31 PM UTC
Mitigations are being rolled out in the underlying Cloud Provider Incident(https://health.aws.amazon.com/health/status). As our services recover capacity, there may be some inconsistencies in configuration. These effects are temporary and will resolve as our other upstream vendors recover from the Cloud outage. We are still observing service degradation across all Clari Products. We will continue posting updates as the situation progresses.
- monitoring Oct 20, 2025, 11:28 PM UTC
The underlying Cloud Provider Incident has been resolved, however other upstream service providers continue to experience high error rates. We are still observing service degradation across all Clari Products. We will continue posting updates as the situation progresses.
- monitoring Oct 21, 2025, 04:19 AM UTC
We are still experiencing elevated errors from an upstream service providers. Error rates continue to improve, but we are still observing some service degradation across all Clari Products. We will continue posting updates as the situation progresses
- monitoring Oct 21, 2025, 08:28 AM UTC
Both upstream incidents have been mitigated by the providers (Launch Darkly reports their fix is in place and under observation). Our systems have recovered and are operating normally. We are keeping heightened monitoring in place across all services. If we detect any regression, we’ll update this incident.
- resolved Oct 21, 2025, 01:03 PM UTC
We have confirmed the issue has been resolved for the impacted users. A summary of the incident will be posted within the next three US business days.
- postmortem Oct 24, 2025, 02:29 PM UTC
On October 20th 2025, 8:11 UTC Clari experienced widespread service degradation across multiple products, including Clari Copilot, Clari Revenue Platform, and Groove services. The disruption was triggered by a major outage in Amazon Web Services \([https://aws.amazon.com/message/101925/\)](https://aws.amazon.com/message/101925/) further compounded by cascading failures in upstream dependencies, including several external service providers that were also impacted by the AWS outage. As AWS and these service providers recovered, Clari systems gradually regained stability. All services were confirmed fully operational by October 21st 2025, 13:03 UTC, after a sustained period of monitoring.