Hi Marley affected by AWS outage

Update timeline

1. identified Oct 20, 2025, 09:52 AM UTC

   At this time we are experiencing outages due to an ongoing AWS incident( https://health.aws.amazon.com/health/status ). We have activated our incident response team and have all hands on deck working on remediation. We are partnering directly with AWS on the incident and have also escalated to their leadership. We will provide another update in 60 minutes or as soon as more information becomes available.

2. identified Oct 20, 2025, 10:31 AM UTC

   We're continuing to monitor the issue affecting AWS (https://health.aws.amazon.com/health/status). We have not witnessed significant improvements since the last update. We'll provide another update in 60 minutes or as soon as more information becomes available.

3. monitoring Oct 20, 2025, 12:08 PM UTC

   We're starting to see signs of service recovery, messages that previously failed due to this incident are being processed. The platform should now be usable and we expect messages to deliver as expected, but we will continue to monitor the situation.

4. monitoring Oct 20, 2025, 01:01 PM UTC

   We're observing full service recovery with successful message activity. We will continue to monitor the situation.

5. monitoring Oct 20, 2025, 02:12 PM UTC

   We’ve noticed a degradation to service related to the continuing AWS incident (https://health.aws.amazon.com/health/status). Message activity may be intermittently interrupted at this time. We will provide an update in the next 60 minutes or as soon as more information becomes available.

6. monitoring Oct 20, 2025, 03:13 PM UTC

   We continue to experience a degradation to service related to the continuing AWS incident (https://health.aws.amazon.com/health/status). Message activity may be intermittently interrupted at this time. We will provide an update in the next 60 minutes or as soon as more information becomes available.

7. monitoring Oct 20, 2025, 04:20 PM UTC

   We continue to experience a degradation to service related to the continuing AWS incident (https://health.aws.amazon.com/health/status). Message activity may be intermittently interrupted at this time. We will provide an update in the next 60 minutes or as soon as more information becomes available.

8. monitoring Oct 20, 2025, 05:24 PM UTC

   We continue to experience a degradation to service related to the continuing AWS incident (https://health.aws.amazon.com/health/status). Message activity may be intermittently interrupted at this time. We will provide an update in the next 60 minutes or as soon as more information becomes available.

9. monitoring Oct 20, 2025, 06:44 PM UTC

   We continue to experience a degradation to service related to the continuing AWS incident (https://health.aws.amazon.com/health/status). Message activity may be intermittently interrupted at this time. We will provide an update in the next 60 minutes or as soon as more information becomes available.

10. monitoring Oct 20, 2025, 07:46 PM UTC

    We’re beginning to see the early signs of recovery related to the changes AWS continues to implement (https://health.aws.amazon.com/health/status). Messaging may be delayed during this period until we experience sustained recovery. We will provide an update in the next 60 minutes or as soon as more information becomes available.

11. monitoring Oct 20, 2025, 08:47 PM UTC

    Hi Marley is observing signs of full service recovery with successful message activity. We have started the replay of inbound and outbound messages that were successfully initiated with Hi Marley. While this will ensure successful delivery, you may notice that messages may appear out of order. Our teams remain vigilant while we monitor performance and will update our status if more information becomes available.

12. resolved Oct 21, 2025, 02:56 PM UTC

    This incident has been resolved as of 10/20 at 5pm ET, and the Hi Marley platform remains fully healthy and stable today. We continue to closely monitor system performance to ensure ongoing reliability.

13. postmortem Oct 23, 2025, 07:14 PM UTC

    Hi Marley Post-Mortem: Service Disruption on October 20, 2025 **Incident window:** ~3:00 AM – 5:20 PM ET **Summary** On Monday October 20, 2025, Hi Marley experienced intermittent errors and delays beginning around **3:00 AM ET**, following a broader outage reported by **Amazon Web Services \(AWS\)** in their **us-east-1 region**. According to AWS, the issue began at approximately **2:48 AM ET** and caused disruptions to several of their services. As AWS systems recovered throughout the day, Hi Marley services also returned to normal. By **~5:20 PM ET**, all platform functionality was fully restored.For more technical background, you can view the [AWS incident summary](https://aws.amazon.com/message/101925/?utm_source=chatgpt.com) **Current status** The platform is stable and fully operational. Thank you for your patience as we worked to restore normal service.