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We are investigating an issue in connection with the incoming PSTN calls from one of our SIP trunk provider. This could result in missing tones, abnormal delays, or an inability to initiate or receive a call. *** Nous investiguons actuellement une problématique en lien avec les appels entrants (PSTN) d'un tronçon SIP. Cela pourrait se traduire par des tonalités manquantes, des délais anormaux ou une incapacité à initier ou recevoir un appel.

This incident has been resolved since 4:00 AM EDT. *** Cet incident a été résolu depuis 4:00 AM EDT.

-------English to Follow--------- Nous appliquons actuellement des mises à jour de sécurité à certains des logiciels sous-jacents qui alimentent la plateforme Connect. Il s'agit d'une précaution de routine pour assurer la sécurité de votre environnement. Pendant le déploiement de ces mises à jour, certains clients pourraient remarquer des temps de réponse légèrement plus lents ou de brefs ralentissement de service. Nous ne prévoyons aucune interruption de service, et notre équipe surveille de près la performance tout au long de l'opération. Vous n'avez aucune action à prendre. Nous publierons une mise à jour ici d'ici 11 h 30 HAE, ou plus tôt si la situation évolue. ----------------------------------- We are applying security updates to some of the underlying software that powers the Connect platform. This is a routine precaution to keep your environment secure. While we roll out these updates, some customers may notice slightly slower response times or brief, intermittent delays. We don’t expect any loss of availability, and our team is monitoring performance closely throughout. You don’t need to take any action. We’ll post an update here by 11:30 AM EDT, or sooner if anything changes.

-------English to Follow--------- Notre équipe travaille toujours à terminer les mises à jour de sécurité de la plateforme Connect. Les travaux avancent à bon rythme et se déroulent exactement comme prévu. Certains clients pourraient continuer de remarquer des temps de réponse légèrement plus lents ou de brefs délais pendant cette période. Nous n'avons observé aucune interruption de service et nous continuons de surveiller de près les performance de notre système. Aucune action n'est requise de votre part. Nous publierons notre prochaine mise à jour d'ici [heure] HAE, ou plus tôt si la situation change. ----------------------------------- Our team is still working to complete the security updates to the Connect platform. Progress is steady, and the work is going as planned. Some customers may continue to notice slightly slower response times or brief, intermittent delays while this is underway. We have not seen any loss of availability, and we are continuing to monitor performance closely. No action is needed on your part. We'll post our next update by 12:30 EDT, or sooner if anything changes.

-------English to Follow--------- Notre équipe travaille toujours à terminer les mises à jour de sécurité de la plateforme Connect. Les travaux avancent à bon rythme et se déroulent exactement comme prévu. Certains clients pourraient continuer de remarquer des temps de réponse légèrement plus lents ou de brefs délais pendant cette période. Nous n'avons observé aucune interruption de service et nous continuons de surveiller de près les performance de notre système. Aucune action n'est requise de votre part. Nous publierons notre prochaine mise à jour d'ici 2 h 30 HAE, ou plus tôt si la situation change. ----------------------------------- Our team is still working to complete the security updates to the Connect platform. Progress is steady, and the work is going as planned. Some customers may continue to notice slightly slower response times or brief, intermittent delays while this is underway. We have not seen any loss of availability, and we are continuing to monitor performance closely. No action is needed on your part. We'll post our next update by 2:30 EDT, or sooner if anything changes.

-------English to Follow--------- Les mises à jour de sécurité de la plateforme Connect sont terminées et tous les systèmes fonctionnent normalement. La performance est revenue à ses niveaux habituels, et nous n'avons observé aucune perte de disponibilité pendant ces travaux. Merci de votre patience pendant que nous complétions cette précaution de routine. Si vous remarquez quoi que ce soit d'inhabituel, veuillez communiquer avec notre équipe de soutien à [email protected]; nous serons heureux de vous aider. ----------------------------------- The security updates to the Connect platform have been completed, and all systems are operating normally. Performance has returned to its usual levels, and we saw no loss of availability during this work. Thank you for your patience while we completed this routine precaution. If you notice anything unusual, please contact our support team at [email protected] and we’ll be glad to help.

We received a monitoring alarm that some inbound and outbound calls are failing. We are investigating the issue.

The problem has been identified, and we have implemented a solution. We are monitoring the system.

The issue is fully resolved. We will provide an RFO for this incident within three (3) business days.

## Summary of Events: On October 8, 2026, at approximately 8:28 AM EDT, Cloudli received a monitoring alarm indicating that some inbound and outbound calls were failing on the Cloudli Connect platform. The issue was intermittent and affected fewer than 5% of total calls. Cloudli began troubleshooting at 8:37 AM EDT and identified the root cause at 9:04 AM EDT. A hotfix was implemented and completed across all Connect nodes at 9:10 AM EDT, at which point call completion fully recovered. Cloudli continued to monitor the platform and confirmed the incident resolved at 9:19 AM EDT. ## Incident Analysis and Mitigation Measures: Initial alarms were received at 8:28 AM EDT, and troubleshooting began at 8:37 AM EDT. At 9:04 AM EDT, the root cause was identified and Cloudli posted an update to its status page. A hotfix was implemented immediately and rolled out to all Connect nodes. Calls began recovering at 9:05 AM EDT, and the rollout was completed at 9:10 AM EDT, at which time the platform entered a monitoring state. Following a short period of proactive monitoring, the incident was formally resolved at 9:19 AM EDT. Root cause analysis determined that a small percentage of Connect nodes were unable to communicate with the shared storage network. The condition was triggered during the platform’s automated scaling procedures, in which the order of operations used to bring new systems online allowed the telephony service to start before the supporting storage-access module had fully loaded. Nodes brought online in this state could not communicate with the shared storage network, resulting in intermittent call failures. The condition was not related to a scheduled change or maintenance activity and did not affect all Connect nodes. Service was restored by applying a hotfix to all Connect nodes that ensures the storage-access module is fully loaded before the telephony service starts. To prevent recurrence, Cloudli has updated its deployment automation scripts so that this startup sequencing is enforced for all newly provisioned systems. This update has been completed and verified, eliminating the edge case that led to this incident. ## Final Remarks: At Cloudli, we take any interruption of service very seriously and are continuously evaluating new processes and mitigation measures that can be proactively implemented to ensure service continuity. When service interruptions do occur, our incident management procedure prioritizes prompt and clear notification, and timely status and resolution updates to our customers and partners. We thank you for your continued support. Please feel free to reach out if you would like to discuss the particulars of this incident report further.

Dear clients, We are currently investigating an issue with our Cloudli service as well as the impact it may have on some of our customers. We will update you upon further discovery. Services Impacted: Quoting tool & Customer API *** Chers clients, Nous enquêtons actuellement sur un problème affectant notre service Cloudli et son impact potentiel sur certains de nos clients. Nous vous tiendrons informés dès que nous aurons plus d'informations. Services concernés : Outil de devis et API client

A fix has been implemented and we are monitoring the results.

A fix has been implemented and we are monitoring the results. *** Un correctif a été mis en œuvre et nous surveillons les résultats.

This incident has been resolved. *** Cet incident a été résolu.

## Summary of Events: On September 3rd, 2026, at 11:52 AM EDT, Cloudli Communications identified an issue with the WorkerNode Auto-scaler incorrectly shutting down multiple instances hosting micro-services, including those supporting the VS API and Cloudli Quoting Tool, resulting in temporary service disruption. The affected services were restored at 12:11 PM EDT. The WorkerNode auto-scaler determines the compute resources required to run micro-services in our hosting facility and scales instances accordingly. The process relies on resource-usage metrics. During this incident, the WorkerNode auto-scaler did not receive all required metric information and scaled the environment down, draining some micro-services nodes. Because the configured minimum node count was set too low, the environment was allowed to scale below the capacity required to re-allocate all affected micro-services to alternate instances. ## Incident Analysis and Mitigation Measures: Post-incident analysis identified incomplete metrics as the condition that caused the WorkerNode auto-scaler to reduce capacity beyond a safe operating threshold. The minimum auto-scaler node setting has been increased to a safe level to prevent the environment from scaling below the capacity required to maintain service availability. Engineering has also identified the metrics-reading issue and is working on permanent correction. These safeguards are intended to prevent a similar metrics issue from causing an unsafe reduction in WorkerNode micro-services capacity in the future. ## Final Remarks: While the incident was short in duration, we take any interruption of service very seriously and are continuously evaluating new processes and mitigation measures that can be proactively implemented to ensure service continuity. We thank you for your continued support. Please feel free to reach out if you would like to discuss the particulars of this incident report further.

We are currently experiencing an issue affecting incoming and outgoing calls. Impacts: This could potentially cause abnormal delays or an inability to initiate or receive calls. *** Nous éprouvons actuellement une problématique affectant les appels entrants et sortants. Impacts: Ceci pourrait potentiellement entraîner des délais anormaux ou à une incapacité à initier ou recevoir des appels.

We are continuing to investigate the issue. However, we have confirmed that inbound calls are working on both Contact Centre as well as standard Connect calls. *** Nous continuons d’examiner le problème. Cependant, nous avons confirmé que les appels entrants fonctionnent à la fois sur le centre de contact et sur les appels Connect standard.

The issue is identified; we are implementing a hot fix. Calls are recovering. *** Le problème est identifié; nous appliquons un correctif immédiat. Les appels se rétablissent.

A fix has been implemented and we are monitoring. *** Une correction a été mise en place et nous surveillons la situation.

This incident has been resolved. We will provide a Reason for Outage (RFO) in three (3) business days. *** Cet incident a été résolu. Nous fournirons une raison de la panne (RFO) dans trois (3) jours ouvrables.

## Summary of Events: On August 26, 2026, at approximately 10:46 AM EDT, Cloudli identified an issue affecting outbound call routing across the Cloudli Connect and Contact Centre platforms. By 10:50 AM EDT, Cloudli confirmed that inbound calling on both Contact Centre and standard Connect services was not affected and continued to function normally. The root cause was identified at 11:02 AM EDT, at which point Cloudli began implementing corrective measures and outbound calls began recovering. A fix was implemented and the affected systems were placed into a monitoring state at 11:06 AM EDT, marking restoration of outbound calling service. Cloudli continued to monitor system performance and confirmed the incident fully resolved at 11:29 AM EDT. ## Incident Analysis and Mitigation Measures: Root cause analysis determined that the disruption originated from a failure at a single node within Cloudli's BGP network. Due to a misconfiguration of the BGP network by an upstream provider, the affected node did not recover correctly following the failure, which disrupted outbound call routing across the impacted services. This aspect of the issue was resolved promptly, restoring service to the majority of the affected telephony nodes. Further investigation identified that a single telephony node had IP routing tables cached. This required Cloudli to manually reset the routing table cache on that node in order to fully restore outbound calling service. To prevent recurrence, Cloudli is replacing the affected BGP node and working with the upstream provider to correct the underlying misconfiguration. Additionally, Cloudli has modified the routing table configuration on the affected telephony node so that IP routing tables are no longer cached, removing the need for manual intervention should a similar event occur. ## Final Remarks: At Cloudli, we take any interruption of service very seriously and are continuously evaluating new processes and mitigation measures that can be proactively implemented to ensure service continuity. When service interruptions do occur, our incident management procedure prioritizes prompt and clear notification, and timely status and resolution updates to our customers and partners. We thank you for your continued support. Please feel free to reach out if you would like to discuss the particulars of this incident report further.