Dstny experienced a minor incident on October 1, 2025 affecting AP and AP and 1 more component, lasting 19h 24m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Oct 01, 2025, 02:46 PM UTC
We are currently investigating a potential sync incident affecting Call2Teams across all regions. Our teams are actively working to identify the scope of the issue and 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
- identified Oct 01, 2025, 03:01 PM UTC
We are continuing to work on a fix for this issue.
- identified Oct 01, 2025, 03:43 PM UTC
We are currently investigating an issue affecting Call2Teams across all regions. This is causing sync timeouts for users globally. Our Customer Experience Engineering team has identified that accounts with a larger number of users are more likely to encounter this issue. They are actively working to implement measures to mitigate these sync timeouts. As part of the mitigation efforts, syncs were temporarily paused between 15:16 UTC and 15:23 UTC while engineering increased the timeout value to help partially alleviate the issue. Engineering teams are continuing to investigate the root cause, and a further update will be provided within the next 60 minutes. We apologise for any inconvenience caused and appreciate your patience during this time. Dstny Support
- identified Oct 01, 2025, 04:47 PM UTC
Following earlier mitigation efforts, increasing the timeout value has led to some improvement, with syncs now intermittently completing successfully. However, some failures are still occurring, and performance remains inconsistent. To further support stability, the timeout has now been increased to five minutes. Our engineering teams continue to investigate the underlying cause, focusing on both network and database-related factors. While these investigations are ongoing, customers may continue to experience slower-than-normal syncs and occasional interruptions until the root cause is identified and resolved. We remain committed to resolving this issue and will provide further updates from 08:00 UTC. We apologise for the inconvenience and thank you for your continued patience. Dstny Support
- monitoring Oct 01, 2025, 08:39 PM UTC
Our engineering teams have identified the root cause of the recent sync failures. A fix has been successfully implemented, and sync operations are now completing as expected. We will continue to monitor system performance closely as a precautionary measure.
- resolved Oct 02, 2025, 10:10 AM UTC
We are pleased to confirm that this incident has now been fully resolved. Over the past 12 hours, we have closely monitored the situation and observed no recurrence or further impact. The root cause has been identified, and preventative measures have been implemented to avoid future occurrences. For transparency and to provide further insight, a detailed post-mortem report will be made available within the next five business days. We sincerely apologise for any inconvenience caused and thank you for your patience and understanding throughout this incident. If you have any further questions or concerns, please don’t hesitate to contact our support team. Kind regards, Dstny Support
- postmortem Oct 07, 2025, 08:54 AM UTC
**Major Incident Category** Service Degradation **Post Mortem Owner** Ant Hurlock **Date Post Mortem Completed \(UTC\)** 11th Oct 2025, 15:00 **Incident Summary** On 1st October 2025, between 08:30 and 18:40 UTC, some Call2Teams customers experienced issues with user syncs following a system update. This caused delays that led to sync failures, particularly for organisations with larger user volumes. While user changes could not be processed during this time, existing users remained able to make and receive calls. A temporary fix was applied to reduce the impact, and a permanent solution was deployed by 18:40 UTC. **Root Cause** The incident was triggered by a recent change to the Call2Teams API, which facilitates user synchronisation and acts as a bridge between customer telephony systems \(PBX or SIP trunks\) and Microsoft Teams. The update unintentionally affected sync reliability for organisations with large user volumes, leading to timeouts and preventing user updates from completing. **Incident Resolution** A temporary fix was applied to help more syncs complete despite slower system performance. Once the root cause was identified, a permanent solution was developed and deployed to restore normal service. **Mitigative Actions** To help prevent similar issues in future, we are enhancing our testing processes to better reflect real-world usage, including larger customer scenarios. We are also improving alerting to detect elevated sync failure rates earlier, and reviewing timeout handling to strengthen system resilience under load.