Hypercare incident

[US Region Only] Scheduled Maintenance Downtime Extended

Critical Resolved View vendor source →

Hypercare experienced a critical incident on October 28, 2025 affecting Login and Single Sign On (U.S. Region) and Messaging (U.S. Region) and 1 more component, lasting 11h 26m. The incident has been resolved; the full update timeline is below.

Started
Oct 28, 2025, 09:04 AM UTC
Resolved
Oct 28, 2025, 08:30 PM UTC
Duration
11h 26m
Detected by Pingoru
Oct 28, 2025, 09:04 AM UTC

Affected components

Login and Single Sign On (U.S. Region)Messaging (U.S. Region)Notifications and Real-Time Syncing (U.S. Region)File Attachments (U.S. Region)Viewing Who is On-Call (U.S. Region)Code Teams (U.S. Region)Self-serve Scheduling (U.S. Region)Administration and Scheduling (U.S. Region)API & Integrations (U.S. Region)

Update timeline

  1. identified Oct 28, 2025, 09:04 AM UTC

    [US Region Only] As part of Hypercare’s upcoming upgrade to user account structure, the scheduled maintenance downtime has been extended beyond 05:00 EST due to an expected error. All Hypercare services continue to be temporarily unavailable, including (but not limited to) messaging, scheduling, on-call locating, and code activations across all platforms (iOS, Android, Web). We apologize for the inconvenience and are working on restoring all services.

  2. identified Oct 28, 2025, 09:38 AM UTC

    [US Region Only] The extended scheduled maintenance downtime is ongoing. The Web Client (app.hypercare.com) and Web Admin Portal (admin.hypercare.com) are now fully accessible. The team is working on restoring services on the iOS and Android applications.

  3. identified Oct 28, 2025, 10:51 AM UTC

    [US Region Only] The below services are still under maintenance: - Logging in on iOS and Android applications. Logged in users are not impacted. - Code Team Escalations and escalations - Downloading Reports and schedules

  4. identified Oct 28, 2025, 12:23 PM UTC

    [US region] We are deploying a hot fix for login issue on iOS and Android.

  5. identified Oct 28, 2025, 01:45 PM UTC

    [US only] We've identified the issue for virtual pager services. The engineering team is deploying a fix. The team is still working on resolving the mobile login, and code team activation issues.

  6. identified Oct 28, 2025, 02:11 PM UTC

    [US only] Virtual paging services is back to operational. The engineering team is all hands on deck to fix the pending issues.

  7. identified Oct 28, 2025, 03:17 PM UTC

    [US Region] Code team activation and escalation has been fixed. The team is working on the fix for mobile logins.

  8. monitoring Oct 28, 2025, 04:33 PM UTC

    [US Region] Login issues have been fixed for mobile. Users are now able to login. Marking the incident as monitoring.

  9. resolved Oct 28, 2025, 08:30 PM UTC

    The incident is resolved.