Level365 incident
Investigating Post-Maintenance Service Issues
Level365 experienced a notice incident on August 26, 2026 affecting Core UCaaS Services, lasting 3h 43m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 26, 2026, 12:32 PM UTC
We are investigating reports of calling issues following the completion of our recent scheduled maintenance. Some users may experience intermittent interruptions when making or receiving calls. Our team is actively working to restore normal calling service as quickly as possible. We will provide another update as more information becomes available.
- identified Aug 26, 2026, 02:40 PM UTC
The issue has been identified and a fix is being implemented.
- resolved Aug 26, 2026, 04:15 PM UTC
This incident has been resolved. All reported calling issues have been resolved, and no additional issues have been reported. We apologize for any inconvenience this may have caused. If you need further assistance, please contact our Support Team at support.level365.com.
- postmortem Sep 09, 2026, 01:24 PM UTC
On August 12, Level365 performed standard maintenance on core servers as part of ongoing work to increase infrastructure capacity. During the maintenance, device registrations were temporarily moved to an alternate server to maintain connectivity and minimize service interruptions. Following the maintenance, we identified that a small number of devices were having difficulty registering with the platform. Our investigation found that the alternate server had incomplete device-level information due to a data replication issue. This only affected a small subset of devices but prevented those devices from registering properly and receiving calls. Once identified, our team worked directly with affected users to restore their devices. We also identified the underlying replication issue and deployed a corrective fix to address any remaining registration problems and to prevent this from occurring again in the future.