IDVerse experienced a critical incident on July 23, 2024 affecting 3rd Party Component Services, lasting 59m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 23, 2024, 03:20 AM UTC
Our SMS vendor Burst has advised of an ongoing outage impacting outbound SMS sends to Australian numbers This will impact SMS sends via the product portal and API The vendor is presently investigating the issue and is providing updates as they are able. We will provide regular updates on the situation as we are able. Please reach out to IDVerse Support for any questions or concerns
- identified Jul 23, 2024, 03:35 AM UTC
The issue has been identified and a fix is being implemented. Resolution expected 2pm AEST.
- identified Jul 23, 2024, 03:35 AM UTC
As of 13:14 AEST Burst have identified the issue and a fix is currently being implemented IDVerse have been in direct communication with the vendor and an ETA of 2PM AEST today (23/07) for resolution has been communicated. SMS that have been attempted to be sent should be queued with Burst and resent once systems are back operational.
- monitoring Jul 23, 2024, 04:03 AM UTC
Burst has indicated that a fix has been implemented and are monitoring results as of 13:50 AEST. IDVerse have tested for confirmation and the system appears to have been returned to operational status, however are awaiting final confirmation from the vendor. It is expected that SMS messages attempted and failed during the outage were queued. Processing these messages may take some time due to the large number in the queue Please do not hesitate to contact IDVerse support for any further assistance required
- monitoring Jul 23, 2024, 04:18 AM UTC
Burst have indicated this issue has now been resolved and are back to full functionality. Please do not hesitate to contact IDVerse support for any further assistance required
- resolved Jul 23, 2024, 06:23 AM UTC
This incident has been resolved.
- postmortem Jul 26, 2024, 03:16 AM UTC
Burst indicated the root cause was higher than normal system load which impacted services We have also updated the outage title to include NZ based on edits to the affected regions by the vendor per [https://status.transmitsms.com/incidents/9899dd4xc7nx](https://status.transmitsms.com/incidents/9899dd4xc7nx)