An intermittent issue with bot responses has been observed for some bots/apps on the US instance.

Update timeline

1. investigating May 07, 2026, 12:38 AM UTC

   We are currently investigating the issue.

2. investigating May 07, 2026, 01:10 AM UTC

   We are continuing to investigate the issue.

3. monitoring May 07, 2026, 01:34 AM UTC

   The issue has been mitigated and we will continue to monitor the System behaviour.

4. resolved May 07, 2026, 01:44 AM UTC

   This incident has been resolved.

5. postmortem May 07, 2026, 03:04 AM UTC

   Dear Users, We would like to inform you about a network connectivity issue identified during a recent incident triage involving access to our platform \( XO 11 US Instance\) through the AWS Global Accelerator \(GA\) service. To ensure continued platform availability and avoid any potential service disruption, we have temporarily rerouted traffic directly through our Application Load Balancers \(ALBs\) by bypassing the AWS Global Accelerator layer. ### Potential Impact Customers who have whitelisted the previously provided static IP addresses within their enterprise networks may experience connectivity issues as a result of this change. This is because ALBs use dynamically assigned IP addresses rather than static ones. ### Recommended Action To help avoid any interruption in service access, we kindly request customers to temporarily: * Whitelist the domain: `platform.kore.ai` within their enterprise network * Remove the existing static IP-based restrictions until further notice Previously shared static IPs: * `166.117.119.104` * `166.117.234.93` ### Next Steps Our engineering and DevOps team is actively working with AWS to isolate and resolve the underlying issue as soon as possible. Once the issue is resolved, we will share updated guidance along with any revised IP details, if applicable. We sincerely apologize for any inconvenience this may cause and appreciate everyone’s patience, understanding, and cooperation while we work toward a resolution.