SMP primary numbers not available

Update timeline

1. investigating Jul 02, 2026, 08:11 AM UTC

   We are currently investigating an issue affecting SMP in EU-West. This is causing issues for creating and changing users in the affected areas due to no primary number available. Our teams are working to identify the root cause and implement a resolution. Updates will be provided every 60 minutes as we learn more. We apologize for any inconvenience caused and appreciate your patience during this time. Dstny Support

2. investigating Jul 02, 2026, 08:11 AM UTC

   We are currently investigating an issue affecting SMP in all regions excluding US-East, Japan and APAC. This is causing issues when creating or modifying users due to no primary number being available. Our teams are working to identify the root cause and implement a resolution. Updates will be provided every 60 minutes as more information becomes available. We apologise for any inconvenience caused and appreciate your patience while we investigate this issue.

3. identified Jul 02, 2026, 09:21 AM UTC

   We have identified the root cause of the incident affecting SMP production and staging environments in all regions excluding US-East, Japan and APAC, and have prepared an emergency fix. The hotfix for the production environment is scheduled for deployment at 09:30 UTC (11:30 CEST). Deployment to the staging environment will follow. We will provide a further update following the deployment, or sooner if necessary. Thank you for your continued patience and understanding as we work to resolve this matter. Dstny Support

4. monitoring Jul 02, 2026, 10:55 AM UTC

   Our Platform team has identified the root cause of the issue and implemented corrective measures to restore application services. Service has now been restored, and we do not anticipate any further impact at this time. We will continue to closely monitor service availability over the next 24 hours to ensure stability. Thank you for your patience and understanding throughout this incident. Dstny Support

5. resolved Jul 03, 2026, 10:00 AM UTC

   We are pleased to confirm that this incident affecting SMP production and staging environments in all regions excluding US-East, Japan and APAC has been fully resolved. Over the past 24 hours, we have closely monitored the service and observed no recurrence of the issue or any further impact. The root cause has been identified, and corrective measures have been implemented to restore service and help prevent similar incidents in the future. User creation and modification functionality is now operating as expected across the affected environments. To provide transparency and insight into the incident, 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. Should you have any further questions or concerns, please contact our Support team. Thank you, Dstny Support

6. postmortem Jul 08, 2026, 09:05 AM UTC

   **Incident Summary** From 20:00 UTC on 1st July until 10:40 UTC on 2nd July 2026, a software defect in SMP version 2.4.4 prevented customers from editing primary numbers or creating new users. The issue also affected the assignment of primary numbers to users, ACD groups, Call Distribution Groups \(CDGs\), forwarding numbers and IVRs. Service Provider level functionality was not impacted. The incident affected Production and UAT environments across the Nordics and EU West regions. The issue was identified following reports from partners at 06:54 UTC on 2nd July. Engineering teams developed and deployed a hotfix, with all services verified as stable by 10:40 UTC. **Root Cause** The root cause was a software defect introduced during the release of SMP 2.4.4. A change inadvertently affected application permissions, preventing certain primary number management and user administration actions from being completed. This defect was not identified during testing and validation prior to deployment. **Incident Resolution** Upon declaration of a Major Incident, engineering teams halted further regional rollouts to prevent wider impact. A hotfix was developed and underwent successful testing before being validated in internal and UAT environments. Once the fix was confirmed to restore functionality, it was deployed to all affected production environments. The APAC, US East and Japan regions were not impacted as they remained on version 2.4.3 during the incident. Following successful restoration of the Nordics and EU West regions, the updated SMP 2.4.4 release, including the hotfix, was deployed to these remaining environments. Verification confirmed that user creation and primary number management functionality were fully restored across all regions. **Mitigative Actions** * Expand automated testing to improve defect detection during the release process. * Enhance platform monitoring and tracing to support faster issue detection and diagnosis. ### **Timeline** Incident Summary From 20:00 UTC on 1st July until 10:40 UTC on 2nd July 2026, a software defect in SMP version 2.4.4 prevented customers from editing primary numbers or creating new users. The issue also affected the assignment of primary numbers to users, ACD groups, Call Distribution Groups \(CDGs\), forwarding numbers and IVRs. Service Provider level functionality was not impacted. The incident affected Production and UAT environments across the Nordics and EU West regions. The issue was identified following reports from partners at 06:54 UTC on 2nd July. Engineering teams developed and deployed a hotfix, with all services verified as stable by 10:40 UTC. Root Cause The root cause was a software defect introduced during the release of SMP 2.4.4. A change inadvertently affected application permissions, preventing certain primary number management and user administration actions from being completed. This defect was not identified during testing and validation prior to deployment. Incident Resolution Upon declaration of a Major Incident, engineering teams halted further regional rollouts to prevent wider impact. A hotfix was developed and underwent successful testing before being validated in internal and UAT environments. Once the fix was confirmed to restore functionality, it was deployed to all affected production environments. The APAC, US East and Japan regions were not impacted as they remained on version 2.4.3 during the incident. Following successful restoration of the Nordics and EU West regions, the updated SMP 2.4.4 release, including the hotfix, was deployed to these remaining environments. Verification confirmed that user creation and primary number management functionality were fully restored across all regions. Mitigative Actions * Expand automated testing to improve defect detection during the release process. * Enhance platform monitoring and tracing to support faster issue detection and diagnosis. ### **Timeline** * **1st July, 20:00 UTC:** Deployment of SMP 2.4.4 commences; service impact begins. * **2nd July, 06:54 UTC:** Partners report issues with primary number management and user creation. * **2nd July, 07:35 UTC:** Major Incident declared and technical war room established. * **2nd July, 08:01 UTC:** Global rollouts of SMP 2.4.4 paused to prevent further impact. * **2nd July, 08:47 UTC:** Engineering begins development of a hotfix. * **2nd July, 09:56 UTC:** Hotfix successfully validated in internal environments. * **2nd July, 10:14 UTC:** Hotfix deployed and verified in the UAT environment. * **2nd July, 10:25 UTC:** Deployment of the hotfix to Production environments commences. * **2nd July, 10:40 UTC:** Production restoration confirmed; all services verified as stable.