Cloudli Outage History

Started Oct 22, 2026, 06:28 AM UTC· resolved Oct 22, 2026, 10:06 AM UTC

1. investigating Oct 22, 2026, 06:28 AM UTC

   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.

2. resolved Oct 22, 2026, 10:06 AM UTC

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

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Started Oct 21, 2026, 02:27 PM UTC· resolved Oct 21, 2026, 06:20 PM UTC

1. identified Oct 21, 2026, 02:27 PM UTC

   -------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.

2. monitoring Oct 21, 2026, 03:26 PM UTC

   -------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.

3. monitoring Oct 21, 2026, 05:45 PM UTC

   -------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.

4. resolved Oct 21, 2026, 06:20 PM UTC

   -------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.

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Started Oct 08, 2026, 01:04 PM UTC· resolved Oct 08, 2026, 01:19 PM UTC

1. investigating Oct 08, 2026, 01:04 PM UTC

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

2. monitoring Oct 08, 2026, 01:10 PM UTC

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

3. resolved Oct 08, 2026, 01:19 PM UTC

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

4. postmortem Oct 13, 2026, 03:24 PM UTC

   ## 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.

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Started Sep 03, 2026, 04:20 PM UTC· resolved Sep 03, 2026, 09:00 PM UTC

1. investigating Sep 03, 2026, 04:20 PM UTC

   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

2. monitoring Sep 03, 2026, 04:26 PM UTC

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

3. monitoring Sep 03, 2026, 04:26 PM UTC

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

4. resolved Sep 03, 2026, 09:00 PM UTC

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

5. postmortem Sep 04, 2026, 09:06 PM UTC

   ## 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.

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Started Aug 26, 2026, 02:46 PM UTC· resolved Aug 26, 2026, 03:29 PM UTC

1. investigating Aug 26, 2026, 02:46 PM UTC

   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.

2. investigating Aug 26, 2026, 02:50 PM UTC

   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.

3. identified Aug 26, 2026, 03:02 PM UTC

   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.

4. monitoring Aug 26, 2026, 03:06 PM UTC

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

5. resolved Aug 26, 2026, 03:29 PM UTC

   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.

6. postmortem Aug 27, 2026, 12:55 PM UTC

   ## 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.

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Started Aug 20, 2026, 09:05 PM UTC· resolved Aug 20, 2026, 11:43 PM UTC

1. investigating Aug 20, 2026, 09:05 PM UTC

   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.

2. resolved Aug 20, 2026, 11:43 PM UTC

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

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Started Aug 11, 2026, 10:23 AM UTC· resolved Aug 11, 2026, 05:20 PM UTC

1. investigating Aug 11, 2026, 10:23 AM UTC

   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.

2. identified Aug 11, 2026, 11:17 AM UTC

   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.

3. monitoring Aug 11, 2026, 11:33 AM UTC

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

4. resolved Aug 11, 2026, 05:20 PM UTC

   This issue has been resolved and confirmed via monitoring.

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Started Jul 29, 2026, 01:21 PM UTC· resolved Jul 29, 2026, 06:26 PM UTC

1. investigating Jul 29, 2026, 01:21 PM UTC

   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.

2. identified Jul 29, 2026, 01:23 PM UTC

   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.

3. monitoring Jul 29, 2026, 01:33 PM UTC

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

4. monitoring Jul 29, 2026, 04:47 PM UTC

   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.

5. resolved Jul 29, 2026, 06:26 PM UTC

   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.

6. postmortem Jul 30, 2026, 03:57 PM UTC

   ## 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.

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Started Jun 15, 2026, 02:22 PM UTC· resolved Jun 15, 2026, 02:56 PM UTC

1. investigating Jun 15, 2026, 02:22 PM UTC

   We are currently investigating an API issue with the virtual fax product. This issue could have an impact on services for users using the API - our team is analyzing the situation. Regular virtual fax customers not using the API are not affected. *** Nous enquêtons actuellement sur un problème d'API concernant le service de fax virtuel. Ce problème pourrait impacter les services pour les utilisateurs de l'API ; notre équipe analyse la situation. Les clients utilisant le service de fax virtuel sans l'API ne sont pas concernés.

2. monitoring Jun 15, 2026, 02:31 PM UTC

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

3. resolved Jun 15, 2026, 02:56 PM UTC

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

4. postmortem Jun 17, 2026, 07:08 PM UTC

   ## Executive Summary Virtual Fax API communications were disrupted. This impacted the provisioning of Virtual Fax accounts, fax transmission through both the API and Portal, and retrieval of faxes through the API and Portal. Fax2Email and Email2Fax services remained fully operational throughout the incident. ## Root Cause Analysis On June 13, 2026, at 23:17 \(EST\), the 3rd-Party Fax Backend LetsEncrypt certificate was automatically renewed. As part of the certificate renewal process, a new intermediate signing certificate was introduced. The server responsible for Cloudli Virtual Fax API integrations did not have this intermediate certificate present in its trusted certificate store and was therefore unable to validate the renewed 3rd-Party Fax Backend certificate. ## Incident Analysis and Mitigation Measures: Because the underlying server infrastructure and messaging services remained operational, existing monitoring systems did not detect the issue. The first customer-reported indication of the problem occurred on June 14, 2026, at 23:57 EDT when a customer opened a support ticket reporting fax failures through Portal. The NOC team was notified on June 15, 2026, at 08:45 EDT and immediately began investigating. ## Conclusion The issue was resolved at 10:30 EST on June 15, 2026, after the missing intermediate signing certificate was imported into the server trusted certificate store. Additional monitoring was implemented later that day to proactively detect similar failures and automatically notify the on-call team. ## 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, along with timely status updates and resolution communications 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.

Read the full incident report →

Started Jun 02, 2026, 01:50 PM UTC· resolved Jun 03, 2026, 08:19 PM UTC

1. investigating Jun 02, 2026, 01:50 PM UTC

   One Canadian Telco provider is currently experiencing an outage that affects inbound calls to some DIDs at Windsor, ON and Chatham, ON. Impacts: This could potentially cause abnormal delays or an inability to receive calls in those regions. ********** Un fournisseur de télécommunications canadien rencontre actuellement une panne qui affecte les appels entrants vers certains numéros de Windsor, ON et de Chatham, ON . Conséquences : Cette panne pourrait entraîner des retards anormaux ou l’impossibilité de recevoir des appels dans ces régions.

2. investigating Jun 02, 2026, 05:14 PM UTC

   The Canadian Telco is conducting detailed troubleshooting and further analysis. We will keep you updated with more information once it becomes available. ******** Le fournisseur de télécommunications canadien effectue un dépannage détaillé et une analyse approfondie. Nous vous tiendrons informés avec davantage d’informations dès qu’elles seront disponibles.

3. identified Jun 02, 2026, 08:29 PM UTC

   The issue has been escalated to our carrier's upstream provider, where the underlying network issue has been identified. We will continue to monitor the situation closely and share updates as they become available. ********* Le problème a été transmis au fournisseur en amont de notre transporteur, où la cause sous-jacente du problème de réseau a été identifiée. Nous continuerons à surveiller la situation de près et à communiquer des mises à jour dès qu’elles seront disponibles.

4. identified Jun 03, 2026, 02:44 AM UTC

   According to local ILEC of the affected regions, the estimate time of repair (ETR) is 2026/06/03 04:00 EST. We continue to monitor the situation and will update you accordingly. ********** Selon l'opérateur local des regions affectés, l'heure de réparation estimée est le 3 juin 2026 à 4 h 00 HNE. Nous continuons de suivre la situation et vous tiendrons informés.

5. identified Jun 03, 2026, 09:54 AM UTC

   According to affected local ILEC, they are still working on it. We will provide you more update once we have it. **** D'après l'opérateurs local concerné, Ils y travaillent encore.. Nous vous tiendrons informés dès que nous aurons plus d'informations.

6. identified Jun 03, 2026, 02:17 PM UTC

   This issue is related to a major outage in the area, and the local ILEC transport team is actively working to resolve it. We will keep you updated with more information once it becomes available. **** Ce problème est lié à une panne majeure dans la région, et l'équipe de transport de l'opérateur local travaille activement à sa résolution. Nous vous tiendrons informés dès que nous aurons plus d'informations.

7. identified Jun 03, 2026, 06:08 PM UTC

   Our upstream local carrier has confirmed a major outage caused by a cable cut and a fault within the ring infrastructure. Their network team is actively reconfiguring affected circuits to restore service. An estimated time to restoration (ETR) is not yet available. The incident remains a high priority, and we will provide further updates as they become available. **************** Notre transporteur local en amont a confirmé une panne majeure causée par une coupure de câble et une défaillance de l’infrastructure en anneau. Son équipe réseau procède actuellement à la reconfiguration des circuits touchés afin de rétablir les services. Aucun délai estimé de rétablissement (ETR) n’est disponible pour le moment. L’incident demeure une priorité élevée et nous communiquerons toute nouvelle mise à jour dès qu’elle sera disponible.

8. resolved Jun 03, 2026, 08:19 PM UTC

   This incident has been resolved. We got notification from the affected local carrier that the transport issue on previously reported rate centers have been resolved. Calls to the affected rate centers are now successfully completing without any issues. *** Cet incident a été résolu. Nous avons reçu une notification de l'opérateur local concerné indiquant que le problème de transport précédemment signalé aux centres de tarification a été résolu. Les appels vers les centres de tarification concernés aboutissent désormais sans problème.

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Started May 28, 2026, 05:06 PM UTC· resolved May 28, 2026, 07:58 PM UTC

1. investigating May 28, 2026, 05:06 PM UTC

   One Canadian Telco provider is currently experiencing an outage that affects inbound calls to different regions in Ontario and Quebec (Canada). Impacts: This could potentially cause abnormal delays or an inability to receive calls in those regions. ********** Un fournisseur de télécommunications canadien rencontre actuellement une panne qui affecte les appels entrants vers certains numéros dans différentes régions de l'Ontario et du Québec (Canada). Conséquences : Cette panne pourrait entraîner des retards anormaux ou l’impossibilité de recevoir des appels dans ces régions.

2. monitoring May 28, 2026, 06:02 PM UTC

   The Canadian Telco provider has resolved the issue, and inbound calls have been working fine since 13:40 EDT. ********** Le fournisseur de télécommunications canadien a résolu le problème et les appels entrants fonctionnent correctement depuis 13h40 HAE.

3. resolved May 28, 2026, 07:58 PM UTC

   The Canadian Telco provider resolved the issue since 13:40 EDT. ********** Le fournisseur de télécommunications canadien a résolu le problème depuis 13h40 HAE.

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Started Apr 24, 2026, 05:04 PM UTC· resolved Apr 24, 2026, 07:43 PM UTC

1. identified Apr 24, 2026, 05:04 PM UTC

   We are aware of an API issue with our upstream provider that is affecting the Partner Quoting Tool. We are working with our provider to resolve this issue. We will provide updates as they become available.

2. monitoring Apr 24, 2026, 05:33 PM UTC

   Our upstream provider has resolved the issue. We will be monitoring throughout the remainder of the day.

3. resolved Apr 24, 2026, 07:43 PM UTC

   This issue is resolved.

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Started Apr 15, 2026, 10:00 PM UTC· resolved Apr 16, 2026, 11:37 AM UTC

1. investigating Apr 15, 2026, 10:00 PM UTC

   We have received alarms that some customers are experiencing outbuond call issues. We are investigating the issue.

2. identified Apr 15, 2026, 10:17 PM UTC

   We have restored service and will begin to implement further improvement.

3. monitoring Apr 15, 2026, 10:26 PM UTC

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

4. monitoring Apr 15, 2026, 10:28 PM UTC

   A resolution has been implemented. We will continue to monitor the system health.

5. resolved Apr 16, 2026, 11:37 AM UTC

   This incident has been resolved. Monitoring has shown that the system remains stable. We will follow up with an incident report within three (3) business days.

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Started Apr 07, 2026, 02:42 PM UTC· resolved Apr 07, 2026, 03:15 PM UTC

1. investigating Apr 07, 2026, 02:42 PM UTC

   Nous sommes au courant d’un problème qui pourrait affecter le trafic des appels entrants et sortants pour les clients canadiens. **** We are aware of an issue that could affect inbound and outbound call traffic for Canadian customers.

2. monitoring Apr 07, 2026, 02:42 PM UTC

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

3. resolved Apr 07, 2026, 03:15 PM UTC

   L’incident ayant affecté le trafic des appels entrants et sortants pour les clients canadiens est maintenant entièrement résolu. Le service a été rétabli et fonctionne normalement. **** The incident impacting inbound and outbound call traffic for Canadian customers has been fully resolved. Service has been restored and is operating normally.

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Started Mar 25, 2026, 04:03 PM UTC· resolved Mar 27, 2026, 05:54 PM UTC

1. monitoring Mar 25, 2026, 04:03 PM UTC

   We experienced a short flap but the systems recovered. Outbound calls may take longer than usual to connect. We continue monitoring the systems. ****** Nous avons rencontré une brève interruption, mais les systèmes sont désormais rétablis. Les appels sortants peuvent entraîner des délais de connexion plus longs que d'habitude. Nous continuons de surveiller les systèmes.

2. monitoring Mar 25, 2026, 06:05 PM UTC

   We are continuing to monitor the system. **** Nous continuons à surveiller le système.

3. resolved Mar 27, 2026, 05:54 PM UTC

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

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Started Mar 24, 2026, 08:00 PM UTC· resolved Mar 24, 2026, 10:59 PM UTC

1. investigating Mar 24, 2026, 08:00 PM UTC

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

2. monitoring Mar 24, 2026, 08:48 PM UTC

   A fix has been implemented, calls are operational since 4:03 EDT and we are monitoring. Un correctif a été mis en place, les appels sont opérationnels depuis 16h03 HAE et nous assurons une surveillance.

3. monitoring Mar 24, 2026, 09:59 PM UTC

   We are continuing to monitor the system. **** Nous continuons à surveiller le système.

4. resolved Mar 24, 2026, 10:59 PM UTC

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

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Started Mar 20, 2026, 05:44 PM UTC· resolved Mar 20, 2026, 08:10 PM UTC

1. investigating Mar 20, 2026, 05:44 PM UTC

   Bonjour, Veuillez noter qu'un problème technique peut affecter certains de vos comptes : Les appels entrants et sortants sont perturbés sur les services Cloud Business Phone et Fax. Nous avons identifié le problème et travaillons à sa résolution. Merci de votre patience. *** Hi, Please note that we have an issue that may affect some of your accounts: Inbound and Outbound calls are affected on Cloud Business Phone and Fax services We have identified the issue, and we are implementing the correction. Thank you for your patience.

2. identified Mar 20, 2026, 06:05 PM UTC

   The issue has been identified, and the fix has been implemented. All services ae operational and we are now monitoring them. *** Le problème a été identifié et corrigé. Tous les services sont opérationnels et nous les surveillons actuellement.

3. resolved Mar 20, 2026, 08:10 PM UTC

   The incident has been fully resolved since 1:49 EDT. L'incident est entièrement résolu depuis 1h49 HAE

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Started Mar 17, 2026, 07:09 PM UTC· resolved Mar 18, 2026, 01:57 PM UTC

1. investigating Mar 17, 2026, 07:09 PM UTC

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

2. identified Mar 17, 2026, 07:37 PM UTC

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

3. monitoring Mar 17, 2026, 07:44 PM UTC

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

4. resolved Mar 18, 2026, 01:57 PM UTC

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

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Started Mar 13, 2026, 03:48 PM UTC· resolved Mar 13, 2026, 09:37 PM UTC

1. investigating Mar 13, 2026, 03:48 PM UTC

   We are currently experiencing an issue affecting incoming and outgoing calls due to an IP backbone issue. Impacts: This could potentially cause abnormal delays or an inability to initiate or receive calls. *** Nous rencontrons actuellement un problème affectant les appels entrants et sortants en raison d'un problème de réseau IP. Impacts: Ceci pourrait potentiellement entraîner des délais anormaux ou à une incapacité à initier ou recevoir des appels.

2. monitoring Mar 13, 2026, 04:20 PM UTC

   The affected IP backbone carrier has implemented a solution and we are monitoring the results. Service is currently restored to normal operations. *** L'opérateur IP dorsale concerné a mis en œuvre une solution et nous suivons les résultats. Le service est désormais rétabli.

3. resolved Mar 13, 2026, 09:37 PM UTC

   This incident has been resolved.

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Started Feb 22, 2026, 05:15 PM UTC· resolved Feb 23, 2026, 02:28 PM UTC

1. investigating Feb 22, 2026, 05:15 PM UTC

   Bonjour, Nous sommes conscients du problème suivant, susceptible d'affecter certains de vos comptes : - La distribution des courriels vers les adresses des domaines publics Outlook.com et Hotmail.com est retardée. Ce problème affecte principalement les notifications de messagerie vocale et les notifications par e-mail de votre compte. Solution de contournement pour l'accès à la messagerie vocale, vous pouvez utiliser le code *98 sur votre téléphone Cloudli. Nous collaborons activement avec notre partenaire Microsoft afin de résoudre ce problème. Nous vous remercions de votre patience. *** Hi, Please note that we are aware of the following issue that may affect some of your accounts: - Emails delivery getting delayed to Outlook.com and Hotmail.com public domains email addresses. This is affecting mostly voicemail notifications or account email notifications. As work around for voicemail access, you can always access your voicemail mailbox using *98 code on you Cloudli phone. We are actively working with our partner Microsoft to resolve the problem. Thank you for your patience.

2. resolved Feb 23, 2026, 02:28 PM UTC

   This incident has been resolved. All emails in the queue were successfully delivered. *** Cet incident est résolu. Tous les courriels en attente ont été distribués avec succès.

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Started Feb 11, 2026, 03:51 PM UTC· resolved Feb 11, 2026, 05:44 PM UTC

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.

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Started Feb 05, 2026, 03:15 PM UTC· resolved Feb 05, 2026, 03:48 PM UTC

1. investigating Feb 05, 2026, 03:15 PM UTC

   We are currently experiencing an issue with Freeswitch Gateways in Clarity. We are investigating the issue and will follow up when we have identified the issue. This is not globally impacting and is being reported only for notification purposes.

2. monitoring Feb 05, 2026, 03:31 PM UTC

   The issue was confirmed to be with the Clarity Freeswitch gateways. Resolution is being tested now.

3. resolved Feb 05, 2026, 03:48 PM UTC

   This issue is resolved.

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Started Feb 02, 2026, 08:09 AM UTC· resolved Feb 02, 2026, 01:48 PM UTC

1. investigating Feb 02, 2026, 08:09 AM UTC

   One Canadian Telco provider is currently experiencing call connectivity issues in the following regions: - GRANBY, QC - CRANBROOK, BC - Trois-Rivieres, QC - SAINT-LAMBERT, QC We are investigating with the affected carrier. Impacts: This could potentially cause abnormal delays or an inability to receive calls in those regions. *** Un opérateur de télécommunications canadien rencontre actuellement des problèmes de connectivité téléphonique dans les régions suivantes: - GRANBY, QC - CRANBROOK, BC - Trois-Rivieres, QC - SAINT-LAMBERT, QC Nous menons une enquête auprès de l'opérateur concerné. Conséquences : Cela pourrait entraîner des retards anormaux ou une impossibilité de recevoir des appels dans ces regions.

2. resolved Feb 02, 2026, 01:48 PM UTC

   This incident has been resolved at 4:40AM. *** Cet incident a été résolu à 4h40.

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Started Jan 30, 2026, 10:22 PM UTC· resolved Feb 02, 2026, 04:47 PM UTC

1. identified Jan 30, 2026, 10:22 PM UTC

   Chers clients, Un problème a été détecté lors du transfert des enregistrements d'appels vers l'espace de stockage Dropbox et qui pourrais affecter certains clients utilisant cette fonctionalité. Nous travaillons actuellement à sa résolution le plus rapidement possible. Nous vous tiendrons informés de l'avancement de la situation. Impact : Les enregistrements des appels continuent d'être sauvegardés et mis en file d'attente en toute sécurité et seront transférés vers votre Dropbox une fois le problème résolu. *** Dear clients, A problem has been detected with the transfer of call recordings to customer's Dropbox storage that may impact some customers using this feature. We are currently working on the issue in order to resolve it as soon as possible. We will update you upon further progress. Impact: Call recordings continue to safely be saved and queued and will be transferred to your Dropbox when the issue is resolved.

2. monitoring Feb 02, 2026, 04:07 PM UTC

   Le service d'enregistrement fonctionne à nouveau normalement. Tous les enregistrements effectués pendant l'incident ont été synchronisés avec succès avec les comptes Dropbox correspondants. **** The recording service has resumed to it's normal level of operation. All recordings generated during the incident have been successfully synchronized with the corresponding Dropbox accounts.

3. resolved Feb 02, 2026, 04:47 PM UTC

   Nous confirmons que tous les enregistrements ont été transférés sur les comptes appropriés. Merci. **** All recordings are confirmed to have been transferred to the appropriate accounts. Thank you.

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Started Jan 27, 2026, 04:36 PM UTC· resolved Jan 27, 2026, 10:32 PM UTC

1. investigating Jan 27, 2026, 04:36 PM UTC

   One Canadian Telco provider is currently experiencing call connectivity issues in STONEY POINT (ON), WINDSOR(ON) and WHEATLEY(ON) areas. We are investigating with the affected carrier. Impacts: This could potentially cause abnormal delays or an inability to receive calls in those regions. *** Un opérateur de télécommunications canadien rencontre actuellement des problèmes de connectivité téléphonique dans les régions de STONEY POINT (ON), WINDSOR (ON) et WHEATLEY (ON). Nous menons une enquête auprès de l'opérateur concerné. Conséquences : Cela pourrait entraîner des retards anormaux ou une impossibilité de recevoir des appels dans ces regions.

2. identified Jan 27, 2026, 08:06 PM UTC

   The affected ILEC carrier identified the cause as a faulty card, and they replaced it. The ILEC is performing some final tests. L'opérateur local concerné a identifié la cause du problème : une carte défectueuse. Il l'a remplacée et effectue actuellement des tests finaux.

3. monitoring Jan 27, 2026, 09:23 PM UTC

   The affected ILEC carrier identified the cause as a faulty card, and it was replaced. Inbound calls to the Windsor, ON, rate center have been working since 2:45 PM EST. L'opérateur local concerné a identifié la cause du problème : une carte défectueuse. Celle-ci a été remplacée. Les appels entrants vers le centre de tarification de Windsor (Ontario) sont de nouveau opérationnels depuis 14 h 45 HNE.

4. resolved Jan 27, 2026, 10:32 PM UTC

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

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