Level365 experienced a major incident on September 19, 2025 affecting Core UCaaS Services and Web App / Portal and 1 more component, lasting 10h 21m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 19, 2025, 03:14 AM UTC
We are currently investigating an outage impacting services. Our engineering team is working to identify the cause, and updates will be provided as more information becomes available.
- investigating Sep 19, 2025, 03:28 AM UTC
We are continuing to investigate this issue.
- identified Sep 19, 2025, 04:13 AM UTC
We have identified the issue and services are in the process of being restored. We will continue to actively monitor performance and stability.
- monitoring Sep 19, 2025, 04:33 AM UTC
A fix has been implemented and services have been confirmed as restored. We will continue to monitor performance and stability.
- resolved Sep 19, 2025, 01:36 PM UTC
This incident has been resolved. We have monitored services to be stable since being restored, and no further instances have been reported. We apologize for any inconvenience this may have caused. If you need any additional assistance, please contact our Support Team at support.level365.com.
- postmortem Sep 22, 2025, 01:21 PM UTC
A connectivity issue occurred during routine maintenance on Thursday, September 18 at approximately 10:30 pm EST. Personnel were dispatched to the data center to apply a fix, and the issue was resolved at approximately 11:55 pm EST. Once corrected, the affected services re-registered and came back online. No further issues were observed or reported at that time. After investigation, the issue was traced back to a pair of core routers that operate redundantly in tandem. These devices had not displayed any previous issues, but were we then marked for replacement with new hardware as a best practice. On the morning of Sunday, September 21, the issue occurred again. Once the core routers were restarted, the affected services re-registered and came back online. **Due to this recurrence, the replacement schedule was accelerated, and a priority maintenance window was scheduled to replace the impacted equipment on Tuesday, September 23 at 3:00 am EST.** We apologize for the disruption this caused and appreciate your patience while we work to resolve the issue.