Luma Health Outage History

Resolved - Between approximately 7:00 AM ET and 10:28 AM ET, some patient calls to Navigator were dropped mid-conversation after the greeting played. The cause was an unannounced change made by our third-party voice AI vendor, which affected our integration's ability to process the conversation. Our team identified the issue and performed a global failover to a backup voice vendor, which stopped the dropped calls. We have also escalated the issue to the original vendor. We are working with the vendor to establish advance notification for future changes, and we are strengthening our automatic failover detection so similar issues are caught and resolved faster. We know how disruptive this is when it affects patient care, and we apologize for the impact.

This incident has been resolved. Forms, Checklists, and the Clinic app are now loading normally. Our Engineering team confirmed the fix and will continue to monitor the situation to ensure stability. We apologize for any inconvenience this may have caused and thank you for your patience.

This incident has been resolved. Sigma has confirmed that the underlying issue, related to a GCP (Google Cloud Platform) outage affecting their GCP-hosted infrastructure, has been fixed. Reports are now loading normally. We apologize for any inconvenience this may have caused. Sigma has indicated they will publish a root cause analysis (RCA) in the coming days, and we'll share any relevant findings if applicable. Thank you for your patience while we worked through this with Sigma.

Summary: On July 30th, an internal configuration change unintentionally affected a shared network routing dependency used by certain versions of LumaLink. This interrupted communication between affected LumaLink instances and Luma Health systems, pausing database synchronization with the EHR for approximately two hours. Resolution: Our technical teams identified the issue via internal monitoring alerts, traced it to the configuration change, and resolved it by reverting that change. Communication and database synchronization were fully restored. Next Steps: Our Engineering team is evaluating enhanced monitoring to detect this type of connectivity interruption more quickly in the future, enabling faster response and resolution.

This incident has been resolved. All Luma systems are now operating normally. The performance degradation was caused by an unexpectedly high load on our platform, which impacted response times across all systems. Our engineering team responded quickly, identified the root cause, and implemented the necessary changes to stabilize the environment. We apologize for any disruption this may have caused to your workflows and thank you for your patience throughout this incident.

The slowness in Navigator that was impacting Voice performance has been fully resolved. All systems are operating normally. We apologize for any inconvenience this may have caused and thank you for your patience.

Summary Our SFTP servers were unavailable following a scheduled maintenance window on our Kubernetes cluster, which resulted in an unexpected configuration change on our load balancer, causing SFTP connections to become unavailable. The service has been fully restored. Who was affected Only customers using SFTP file transfers between 8:00 PM PST (May 5) and 5:00 AM PST (May 6) were impacted. All other services remained fully operational during this period. Action Required If you received connection or transfer errors during the affected window, please re-send your files. They will be processed normally. We apologize for the inconvenience.

This incident has been resolved.

This incident has been resolved.

This incident has been resolved.

Cloudflare states that this incident has been resolved. For more information: https://www.cloudflarestatus.com/incidents/8gmgl950y3h7