Network Provider Issues

Update timeline

1. investigating Feb 11, 2026, 03:51 PM UTC

   We are currently experiencing an issue with our Network Provider in one of our Datacenters. We are investigating the issue and will follow up once identified.

2. identified Feb 11, 2026, 04:08 PM UTC

   We have identified the issue and are working to resolve. We will provide additional updates as soon as they become available.

3. identified Feb 11, 2026, 04:20 PM UTC

   We are implementing a resolution now, and will notify when completed.

4. identified Feb 11, 2026, 04:43 PM UTC

   We are continuing to implement the resolution to this issue. Services are restoring at this time.

5. monitoring Feb 11, 2026, 04:49 PM UTC

   The resolution has been fully implemented and we are moving the incident into a monitoring state. We will continue to monitor for one to two hours. Please contact technical support via email at [email protected] if you continue to experience issues.

6. resolved Feb 11, 2026, 05:44 PM UTC

   This incident is resolved. We will follow up with a RFO within 3 business days.

7. postmortem Feb 17, 2026, 12:31 PM UTC

   ## **Incident Report** **Services Affected:** Cloudli Connect – Inbound Calling, Cloudli Connect – Outbound Calling, Cloudli Connect – Internet \(ISP\) Connectivity, Clarity – Inbound Calling, Clarity – Outbound Calling **Start Date/Time:** 10:51AM \(EST\) **End Date/Time:** 11:49AM \(EST\) ## **Summary of Events** Cloudli experienced a service disruption caused by an issue with a network provider in one of our datacenters. This issue impacted internet connectivity and resulted in degraded inbound and outbound calling services for both Cloudli Connect and Clarity platforms. Monitoring and alerting systems notified our L3-NOC staff who immediately engaged our incident response procedures and began validating the issue. Upon confirmation, the issue was identified as originating from our upstream network provider affecting connectivity within the impacted datacenter. Once the provider-related fault was confirmed, Cloudli engineering and operations teams began coordinating mitigation efforts and implementing corrective network changes to restore connectivity and stabilize services. At approximately 11:20AM \(EST\), resolution efforts were actively implemented, and by 11:43AM \(EST\) services began restoring. The resolution was fully implemented at 11:49AM \(EST\), at which time the incident was moved into a monitoring state to ensure stability across all affected systems. ## **Mitigation Measures** In order to mitigate this issue, Cloudli is implementing additional layers of network redundancy within the affected datacenter to further optimize traffic routing and failover capabilities. These enhancements will allow for improved traffic optimization through multiple upstream paths, ensuring that in the event of a provider impairment, traffic can be dynamically rerouted with minimal customer impact. We are also enhancing monitoring and escalation procedures related to upstream carrier connectivity to enable faster detection, validation, and automated response where possible. ## **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.