Clari experienced a major incident on June 10, 2025 affecting Groove Dialer and Groove webapp and 1 more component, lasting 1d 12h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 10, 2025, 07:54 AM UTC
We are currently experiencing a severe outage affecting Groove and Groove Dialer. The issue began approximately one hour ago and is preventing users from logging in or using the services. Our engineering team is actively investigating and working to restore functionality. The probable cause appears to be an issue with a third-party computing service. We will provide further updates as we learn more. Our engineering team is actively investigating.
- identified Jun 10, 2025, 08:12 AM UTC
The root cause has been identified as an incident with our third-party service provider. We are actively monitoring the situation and awaiting their resolution. We will continue to provide updates as they become available.
- identified Jun 10, 2025, 10:16 AM UTC
We are actively monitoring our third-party service provider's status as they work to resolve the issue. Further updates will be shared as soon as they are available.
- identified Jun 10, 2025, 12:47 PM UTC
Our third-party service provider is currently focused on resolving the outage, and we are monitoring their progress continually. Currently no ETA was given on when can we expect services restored. We’ll provide an update as soon as additional information becomes available.
- identified Jun 10, 2025, 07:10 PM UTC
Groove service availability has been impacted due to stability issues with a third-party service provider. The provider is actively working to resolve the issue. We apologize for the inconvenience and will continue monitoring the situation closely. Third party's trust site : https://status.salesforce.com/generalmessages/10001540
- identified Jun 10, 2025, 09:53 PM UTC
Groove services continue to experience availability issues due to stability issues with a third-party service provider. The provider is actively working to resolve the issue. We apologize for the inconvenience and will continue monitoring the situation closely. Third party's trust site : https://status.salesforce.com/generalmessages/10001540
- identified Jun 10, 2025, 11:14 PM UTC
The larger issue has been resolved following successful validation of restored services from our third-party provider. Our teams will continue to closely monitor the situation to ensure full stability and will promptly address any potential residual impacts. https://status.salesforce.com/generalmessages/10001540
- monitoring Jun 11, 2025, 03:20 AM UTC
Groove is back to operational stability. Our teams are still continuing to monitor the situation to ensure full stability and will promptly address any potential residual impacts.
- monitoring Jun 11, 2025, 07:29 AM UTC
The third-party service provider has resolved the underlying incident. Our system remains stable, and all Groove services are operational. Our team continues to monitor system behavior to ensure everything works as expected.
- resolved Jun 11, 2025, 08:17 PM UTC
This incident has been resolved.
- postmortem Jun 16, 2025, 08:01 PM UTC
At Jun 10, 2025 07:00 UTC, Groove experienced a complete outage that was caused by our third party hosting provider, Heroku. . Heroku is owned and operated by Salesforce. This outage was reported on the Heroku status page [https://status.heroku.com/incidents/2822](https://status.heroku.com/incidents/2822) During the Heroku outage all Groove services were unavailable including the Groove Web App, Groove Dialer, Groove Chrome Extension, and Groove Outlook Add-In. Clari engaged with the Salesforce support team, submitted a support ticket, and followed the recommended mitigation steps, but were still unable to restore the Groove services. Once the Heroku outage was resolved on Jun 11, 2025 05:16 UTC, Groove services were able to gradually recover. After monitoring the performance of Groove during peak hours, Clari formally closed the incident at Jun 11, 2025 20:17 UTC.