Degraded service from third party provider affecting Call Transcriptions

Update timeline

1. identified Dec 12, 2024, 04:24 PM UTC

   A third party provider utilized by our Call Transcription and Summarization service is currently experiencing an intermittent service disruption. This service disruption is causing a delay in Transcription and Summarizations for some calls. We will provide updates here and resolve this incident once we have confirmed the issue has been resolved by our provider.

2. identified Dec 12, 2024, 06:48 PM UTC

   We have engaged our third-party provider and they are investigating internally. Call summaries and transcriptions continued to be delayed while we work with our partner to restore service. We will continue to provide updates here as they become available.

3. identified Dec 12, 2024, 09:29 PM UTC

   We are pausing call transcriptions and summaries while our partner works to resolve the underlying issue. We expect to resume creating call transcriptions and summaries in 4-5 hours. Once transcriptions and summaries creation has resumed, we will begin working through our backlog to process all calls that occurred during this disruption.

4. monitoring Dec 13, 2024, 03:12 PM UTC

   We resumed creating call transcriptions and summaries late yesterday evening, and are now observing most calls successfully receiving transcriptions and summaries. Today we will continue to work through our backlog to create transcriptions and summaries for calls affected by yesterday's disruption.

5. resolved Dec 17, 2024, 03:48 PM UTC

   All call transcriptions and summaries that were delayed during the disruption have now been created.