JustCall incident
Partial Dashboard, Calling, SMS, and MMS Service Disruption
JustCall experienced a minor incident on July 9, 2025 affecting SMS Service and JustCall Dashboard and 1 more component, lasting 34m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 09, 2025, 02:42 PM UTC
Some customers are experiencing issues with loading the JustCall dashboard, and failures in sending SMS, MMS, and making or receiving calls via the web interface. Investigation is ongoing.
- monitoring Jul 09, 2025, 02:44 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jul 09, 2025, 02:45 PM UTC
This incident has been resolved.
- postmortem Jul 10, 2025, 03:50 PM UTC
**Date:** 9th July 2025 **Duration:** 14:51 UTC - 15:25 UTC **Affected Services:** * Customer-facing Dashboard * SMS Delivery * MMS Delivery * Inbound Calling * Outbound Calling * Associated internal services **Impact** A subset of customers experienced degraded performance or complete unavailability in: * Accessing the dashboard * Users experienced delays in sending and receiving SMS and MMS messages. * Intermittent degradation in both inbound and outbound call performance. * Delayed or failed service actions tied to within a designated cloud service region. **Root Cause** A malfunction in one of our cache systems triggered a reboot, leading to the invalidation of all cache entries in that system: * Massive cache miss rate * Significant surge in requests directly hitting primary databases and downstream services * Snowball/piggyback effect where database latency grew, increasing queue sizes and causing cascading slowdowns across services * Overwhelmed compute resources and degraded service health in that region. **Resolution** * Engineers manually restored cache to a known good state from cache backups. * Temporarily scaled up database resources and async queues.