Dstny experienced a minor incident on November 25, 2025 affecting AP and AUS and 1 more component, lasting 2d. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 25, 2025, 05:26 PM UTC
We are currently investigating a potential incident affecting Call2Teams sync jobs. This issue impacts all regions and affects customers’ ability to successfully sync their Call2Teams accounts, which may prevent changes to users or onboarding new users during this time. Please note: this incident impacts sync only and does not affect calls or registrations. As part of our mitigation efforts, we have temporarily paused sync jobs to alleviate pressure on the system caused by an unusually high number of concurrent sync jobs today. During this time, queued sync jobs will appear in a cancelled state. We will provide updates every 60 minutes as we gather more information. Thank you for your patience as we work to address this matter. Dstny Support
- investigating Nov 25, 2025, 05:27 PM UTC
We are currently investigating an issue affecting Call2Teams sync jobs across all regions. This is causing delays and cancellations of sync processes, which may prevent changes to users or onboarding new users during this time. Please note: this incident impacts sync only and does not affect calls or registrations. Our teams are working to identify the root cause and implement a resolution. Sync jobs remain paused, and queued jobs will automatically cancel after 15 minutes. In-progress syncs are being allowed to complete while we address performance issues with the platform. We are also exploring options to temporarily scale the database and may manually fail selected syncs once system access improves. Updates will be provided every 60 minutes as we learn more. We apologise for any inconvenience caused and appreciate your patience during this time. Dstny Support
- monitoring Nov 25, 2025, 06:23 PM UTC
We are writing to inform you that an issue occurred earlier affecting Call2Teams sync jobs across all regions. The incident has now been fully resolved, and services have been restored. This may have caused delays or cancellations of sync processes, preventing changes to users or onboarding new users during the affected period. Our engineering team has manually terminated all existing sync jobs and reopened channels for new jobs. Testing confirms that new sync requests are processing successfully. Please note that some previously queued jobs may still auto-cancel due to the steps taken during recovery. 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. Dstny Support
- identified Nov 26, 2025, 03:52 PM UTC
We are writing to inform you that after a period of monitoring, the Call2Teams sync platform has come under heavy load again. As a precaution, new sync jobs remain paused to stabilise the system. Customers may see some sync requests automatically cancelled during this time. Our platform engineering team is now implementing mitigation measures to address the load and restore normal operation. Another update will be provided in approximately one hour. Thank you for your patience while we work to resolve this matter. Dstny Support
- identified Nov 26, 2025, 05:35 PM UTC
We are continuing to investigate the issue affecting Call2Teams sync jobs. Following recent measures to improve performance, we are experiencing further connectivity challenges, and sync jobs remain paused while our engineering team works to restore stability. We have identified the underlying issue and are actively working on a resolution. Customers may continue to see cancellations during this time. A further update will be provided in approximately one hour. Thank you for your patience while we work to resolve this matter. Dstny Support
- monitoring Nov 26, 2025, 06:57 PM UTC
We are writing to inform you that an issue occurred earlier affecting Call2Teams sync jobs across all regions. The incident has now been fully resolved, and services have been restored. This may have caused delays or cancellations of sync processes, preventing changes to users or onboarding new users during the affected period. Our engineering team has confirmed that syncs are now processing normally. Please note that some previously queued jobs may still auto-cancel due to steps taken during recovery. 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. Dstny Support
- resolved Nov 27, 2025, 04:19 PM UTC
We are pleased to confirm that this incident has been fully resolved. Over the past 24 hours, we have closely monitored the situation and observed no recurrence or further impact. We have determined the root cause and have implemented measures to prevent future occurrences. To provide transparency and insight into the incident, a detailed post-mortem report will be made available within the next 5 business days. We sincerely apologise for any inconvenience caused and thank you for your patience and understanding throughout this incident. Should you have any further questions or concerns, please feel free to reach out to our support team. Thank you, Dstny Support
- postmortem Dec 02, 2025, 09:58 AM UTC
**Major Incident Category** Service Degradation **Post Mortem Owner** Ant Hurlock **Date Post Mortem Completed \(UTC\)** 01 Dec 2025, 14:30 **Incident Summary** Between 25th November 2025 at 15:00 UTC and 26th November 2025 at 19:00 UTC, the Call2Teams platform experienced a major incident affecting the system responsible for processing customer data. During this period, the platform was unable to handle increased demand, resulting in significant delays and failures in synchronising user information. As a result, customers were unable to complete account changes or successfully synchronise user accounts. It is important to note that voice calling services for existing users continued to operate normally and were not impacted by this incident. The incident was fully resolved by 26th November 2025 at 19:00 UTC, with all synchronisation services restored to normal operation. **Root Cause** The incident was triggered by an overload of the database supporting user synchronisation. The database was unable to efficiently process the increased volume of requests, leading to delays and failures in synchronising user information across the platform. **Incident Resolution** To resolve the issue, we increased system capacity and restarted key services. These actions restored normal operation for all customers and resolved the synchronisation delays and failures. **Mitigative Actions** * Increased system capacity to better accommodate periods of high demand. * Optimised the performance of the synchronisation process. * Introduced enhanced monitoring and alerting to detect and address similar issues more rapidly.