Is Cloudli down?

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.

We are aware with an issue with an upstream provider that is affecting our quoting tool. We will update you as soon as we get more information and issue fixed. Impacts: Prevents new quotes or quotes changes. *** Nous avons constaté un problème chez un fournisseur d'approvisionnement qui affecte notre outil de devis. Nous vous tiendrons informés dès que nous aurons plus d'informations et que le problème sera résolu. Impacts : Impossible d'établir de nouveaux devis ou de modifier des devis existants.

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

Chers clients, Nous investiguons actuellement un problème avec notre service sainsi que l'impact qu'il pourrait avoir sur certains de nos clients. Nous vous tiendrons informé de l'évolution. *** Dear clients, We are currently investigating an issue with our service due to an incident as well as the impact it may have on some of our customers. We will update you upon further discovery.

The issue has been identified and fix is being implemented. Impact: Inbound and outbound calls got affected for some customers *** Le problème a été identifié et le correctif est en cours de mise en œuvre. Impact : Les appels entrants et sortants ont été affectés pour certains clients.

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

This issue has been resolved and confirmed via monitoring.

Dear clients, We are currently investigating an issue with the Cloudli Connect service. This may impact some clients ability make and receive calls. We will update you upon further discovery. *** Chers clients, Nous enquêtons actuellement sur un problème affectant le service Cloudli Connect. Cela pourrait affecter la capacité de certains clients à passer et recevoir des appels. Nous vous tiendrons informés dès que nous aurons plus d'informations.

The issue has been identified and fix is being implemented. *** Le problème a été identifié et le correctif est en cours de mise en œuvre.

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

Additional improvements have been implemented, and we are continuing to monitor the results. *** D'autres améliorations ont été apportées et nous continuons de surveiller les résultats.

This incident has been resolved. We will provide an RFO no later than three (3) business days from today. *** Cet incident a été résolu. Nous fournirons un RFO au plus tard dans trois (3) jours ouvrables à partir d'aujourd'hui.

## Summary of Events: On July 29, 2026, beginning at approximately 9:07 AM EDT, Cloudli was notified of system alarms affecting portions of the Cloudli Connect voice platform. Two client hosts supporting registrar workloads experienced kernel panics caused by Media service modules operating in kernel mode. The incident affected SIP registrations and carrier connectivity and resulted in failed calls, including 603 “All Routes Exhausted” responses, as well as isolated calls with no audio issues. ## Incident Analysis and Mitigation Measures: Initial alarms were received at 9:07 AM EDT, and troubleshooting began at 9:10 AM. The unresponsive client host was rebooted at 9:15 AM. Cloudli posted investigating and identified updates at 9:21 AM and 9:23 AM, respectively. Test calls succeeded by 9:30 AM, and monitoring began at 9:33 AM, marking the system “Operational.” At this time Cloudli NOC continued monitoring the systems proactively as we began root cause analysis to implement a resolution. Cloudli issued a monitoring update at 12:47 PM notifying partners and customers of additional measures taken to mitigate the issue. The incident was formally resolved at 2:26 PM EDT. Root cause analysis determined that client hosts experienced kernel panics associated with media service modules running in kernel mode for improved performance. The host failures disrupted registrar services and carrier routing-data access. Although cluster jobs were distributed across separate servers and datacenters, each registrar cluster relies on a single caching database instance, by design, for carrier database access. When the carrier cluster could not access the caching database, calls returned 603 “All Routes Exhausted” responses. The media service modules instability also caused intermittent audio failures. Service was restored by rebooting the affected client hosts and restarting the media service module instances associated with audio failures. Engineering will continue investigating media service modules’ kernel-mode panic behavior and implement options that preserve performance and host stability. Cloudli will also complete additional redundancy work, including removal of the single-instance caching database dependency within each registrar cluster. ## 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.