Hypercare incident

[US and Canada Regions] Virtual Page tied to On-Call roles - Service Interruption

Major Resolved View vendor source →

Hypercare experienced a major incident on June 25, 2024 affecting Virtual Pager (U.S. Region) and Virtual Pager (Canadian Region), lasting 2h 55m. The incident has been resolved; the full update timeline is below.

Started
Jun 25, 2024, 01:05 AM UTC
Resolved
Jun 25, 2024, 04:00 AM UTC
Duration
2h 55m
Detected by Pingoru
Jun 25, 2024, 01:05 AM UTC

Affected components

Virtual Pager (U.S. Region)Virtual Pager (Canadian Region)

Update timeline

  1. identified Jun 24, 2024, 11:14 PM UTC

    We have identified an issue that have impacted virtual paging services that are tied to on-call schedule roles. Virtual paging services that are tied directly to individual user account(s) are not impacted. External callers attempting to dial the virtual pager number may encounter a timeout error, resulting them in not being able to leave a callback number and/or an associated voicemail. External callers can try to call again until they are able to successfully try again. The Hypercare Engineering team is continuing to investigate the root cause of the issue and will provide further updates as soon as they become available.

  2. monitoring Jun 25, 2024, 01:58 AM UTC

    A fix has been implemented and virtual paging services that are tied to on-call schedule roles have been restored. The Hypercare Engineering team will continue to monitor the fix to ensure paging services have stabilized.

  3. resolved Jul 02, 2024, 03:25 PM UTC

    This incident has been resolved