Greenshades experienced a major incident on May 29, 2026 affecting Twilio SMS and Twilio SMS Toll-Free, North America and 1 more component, lasting 1d. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 29, 2026, 12:56 PM UTC
We are currently investigating an issue affecting multiple areas of the Greenshades platform. Customers may experience unresponsive pages or degraded functionality across various sections of the application. Our team is actively investigating. We believe this may be related to an incident with our upstream infrastructure provider (Microsoft Azure). We are working to confirm the root cause and will provide updates as more information becomes available. Multiple areas of the Greenshades platform may be unresponsive or intermittently unavailable. We will post an update within 30 minutes or sooner if the situation changes. We apologize for the disruption and appreciate your patience while we work to resolve this.
- investigating May 29, 2026, 01:34 PM UTC
We are continuing to investigate degraded performance affecting multiple areas of the Greenshades platform. Microsoft has reported degraded performance on their services, which may be a contributing factor. Our team is working through all possible contributing factors to identify the source of this disruption as quickly as possible.
- identified May 29, 2026, 01:45 PM UTC
We have identified the cause of the platform degradation and our team is actively working toward a resolution. We expect to have full functionality restored shortly.
- monitoring May 29, 2026, 02:51 PM UTC
We believe the issue has been resolved and services have been restored. Our team is actively monitoring to confirm full stability across the platform. We will provide a final update shortly. Thank you for your patience.
- identified May 29, 2026, 03:05 PM UTC
We are aware that some areas of the platform are still not fully functional despite our earlier update. Our team is actively working to resolve the remaining issues. We apologize for the confusion and will provide another update shortly.
- monitoring May 29, 2026, 05:21 PM UTC
Services have been restored and we are actively monitoring the platform to confirm full stability. All areas of the platform are now operational. Thank you for your patience throughout this incident.
- resolved May 30, 2026, 01:18 PM UTC
This incident is resolved and the platform is fully operational. A routine change to our cloud networking environment triggered an unexpected configuration issue that disrupted connectivity to our database servers, causing Greenshades Online and several related services to become unavailable. A permanent fix was successfully applied during a planned maintenance window on the evening of May 29th. We sincerely apologize for the disruption this caused and appreciate your patience throughout this incident.