ConnectMe outbound calls intermittently failing

Update timeline

1. resolved Apr 02, 2026, 08:23 AM UTC

   We are writing to inform you that an issue occurred earlier affecting ConnectMe in EU-West. The incident has been fully resolved, and services have been restored. This may have caused failing outbound calls for users in the affected areas. We will continue to monitor the situation for the next 24 hours to ensure there is no further impact. Thank you for your understanding, and we appreciate your continued patience. If you have any questions or concerns, please don’t hesitate to contact our support team.

2. postmortem Apr 09, 2026, 11:03 AM UTC

   **Incident Summary** On 2nd April 2026, between 04:05 UTC and 07:37 UTC, a routine software update in the EU West region led to intermittent call failures for a subset of ConnectMe users. The issue was proactively detected, and service was fully restored after the update was rolled back at 07:37 UTC. All systems were subsequently verified as stable. **Root Cause** The incident was triggered by a routine software update aimed at enhancing service recovery within the ConnectMe platform. During deployment, the update caused an unexpected interaction within the system, leading to a key component becoming unresponsive and resulting in intermittent outbound call failures for some users. **Incident Resolution** The issue was resolved by rolling back the software update to the previous stable version at 07:37 UTC. This action restored normal service for all users. The rollback was performed promptly after the root cause was identified, and service stability was closely monitored to confirm full recovery. **Mitigative Actions** We are refining monitoring to better detect outbound call failures and reviewing the upgrade process to address identified gaps. Backend adjustments will also be made to improve stability in future deployments.