Dstny experienced a major incident on September 11, 2025 affecting AP and AP and 1 more component, lasting 21h 47m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 11, 2025, 12:28 PM UTC
We are currently investigating a potential sync related incident affecting Call2Teams. At this time, the specific regions and the extent of the impact are not yet confirmed. 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
- investigating Sep 11, 2025, 01:11 PM UTC
We can confirm that the sync functionality is failing for all users at this time. As a precaution, we kindly ask that partners refrain from attempting to perform sync operations until further notice. Please note that all other product functionality remains unaffected. We will provide a further update within the next 60 minutes. Thank you. Dstny Support
- monitoring Sep 11, 2025, 01:20 PM UTC
Our engineering team has implemented corrective measures to restore sync functionality. We can now confirm that account syncs are processing successfully across all production regions. Partners may resume account sync operations, including re-syncing any accounts that previously failed during the incident window. We will continue to monitor the Call2Teams services and sync activity over the next 24 hours, and will provide further updates if necessary. Thank you for your continued patience and support. Dstny Support
- resolved Sep 12, 2025, 10:15 AM UTC
We are pleased to confirm that this incident has now been fully resolved. Over the past 24 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 mitigate the risk of future occurrences. To ensure transparency and provide further insight, a detailed post-incident report will be made available within the next five working days. We sincerely apologise for any inconvenience caused and thank you for your patience and understanding throughout the duration of this incident. If you have any further questions or concerns, please do not hesitate to contact our support team. Thank you, Dstny Support
- postmortem Sep 15, 2025, 04:36 PM UTC
**Major Incident Category** Service Degradation **Post Mortem Owner** Ant Hurlock **Date Post Mortem Completed \(UTC\)** 15th Sept 2025, 12:50 **Incident Summary** On 11th September, between 10:25 and 13:09 UTC, a service interruption affected all Teams sync processes on the Call2Teams platform. During this time, actions such as adding new users or updating user configurations could not be completed. Core calling functionality remained unaffected, allowing existing users to continue making and receiving calls. The Engineering team investigated and identified a recent networking change as the source of the issue. At 13:09 UTC, the change was reverted and redeployed, which restored normal service and allowed sync jobs to resume successfully. **Root Cause** The incident was caused by a change to the platform’s network settings, introduced as part of ongoing efforts to improve system security. This change unintentionally disrupted the platform’s ability to identify and reach the services it depends on, similar to removing entries from a phone book and being unable to make a call. As a result, sync operations failed, which affected user provisioning and configuration updates. The change was introduced as part of planned improvements to the platform and was not anticipated to affect live services. However, it resulted in a configuration that impacted the platform’s ability to connect with key services, leading to the disruption. We regret the impact this had and are reviewing our processes to help prevent similar occurrences in future. **Incident Resolution** The Engineering team investigated and confirmed the networking change as the source of the issue. At 13:09 UTC, the change was reverted and redeployed at 13:09 UTC, which successfully restored the platform’s ability to perform sync operations. Continuous monitoring confirmed that services were stable and functioning as expected following the recovery. **Mitigative Actions** To reduce the risk of similar incidents in future, we are implementing targeted improvements. A new alert will be introduced to proactively notify the team if no sync jobs succeed or fail within a defined period. Additionally, the planned DNS changes affecting the Platform Manager and Allocation Manager will be re-evaluated and restructured to ensure they are safely implemented with appropriate safeguards and testing. **Timeline \(UTC\)** * 11th Sept 2025, 10:25 - Sync failures began on the Call2Teams platform. * 11th Sept 2025, 10:28 - Initial alerts were received by the Engineering team. * 11th Sept 2025, 10:29 - First support ticket received from a partner. * 11th Sept 2025, 11:51 - Second support ticket received from a different partner, confirming wider impact. * 11th Sept 2025, 12:09 - Major Incident declared. * 11th Sept 2025, 12:17 - Response coordination initiated. * 11th Sept 2025, 12:26 - Engineering team engaged to investigate. * 11th Sept 2025, 12:50 - Networking change identified as the likely cause. * 11th Sept 2025, 13:09 - Change reverted, and service restored.