Melo Technology Outage History

Started Oct 21, 2026, 11:25 AM UTC· resolved Oct 22, 2026, 01:51 PM UTC

1. monitoring Oct 21, 2026, 11:25 AM UTC

   We have been notified by our software vendor of newly disclosed critical security vulnerabilities affecting underlying software components used by our VoIP and DNS management infrastructure. We want to reassure our customers that, at this time, we have no evidence or reason to believe that our systems have been compromised or that we have been targeted or impacted by malicious actors. As a proactive security measure, our technical team is preparing to deploy emergency security updates immediately upon their release by our software vendor this morning, October 21, 2026. Maintenance Impact: We do not anticipate any widespread service outages or significant disruptions. However, customers may experience brief, intermittent interruptions to telephone services or access to management portals while updates are applied. Maintenance Window: Emergency maintenance will commence immediately upon availability of the security updates this morning. The exact start time and duration will depend on the vendor's release schedule. Protecting the security, integrity, and reliability of our infrastructure remains our highest priority. Our technical team will closely monitor all systems throughout the maintenance process to minimize any potential service impact. We appreciate your understanding as we take these important preventative measures to maintain a secure and reliable service environment.

2. monitoring Oct 22, 2026, 12:34 PM UTC

   Security upgrade is in progress. Some services will be temporarily impacted. Update to come shortly.

3. monitoring Oct 22, 2026, 12:44 PM UTC

   The required security maintenance has been successfully completed, and all systems are fully operational. If you experience any issues with your phone or device following the maintenance, please try restarting it first, as this will often resolve any temporary connectivity issues. If the issue persists after restarting, please contact our support team for assistance. Thank you for your patience and understanding as we continue working to maintain the security, reliability, and performance of our services.

4. resolved Oct 22, 2026, 01:51 PM UTC

   This incident has been resolved.

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Started Aug 24, 2026, 01:45 PM UTC· resolved Aug 24, 2026, 02:48 PM UTC

1. investigating Aug 24, 2026, 01:45 PM UTC

   We have received reports and can confirm that **Melo SIP is currently experiencing an issue affecting outbound dialing following a recent system update**. Our technical team is actively investigating the issue and working to restore normal service as quickly as possible. We will provide further updates as additional information becomes available.

2. identified Aug 24, 2026, 01:51 PM UTC

   MeloSIP Click2Call Workaround Available We have identified a temporary workaround for users who need to make calls using MeloSIP Click2Call while our team works on an update. In the MeloSIP Chrome extension: - Enable “Dynamic Caller ID.” - Enter your business phone number in the “Default Caller ID” field. This should restore Click2Call functionality until the MeloSIP application update is released. Alternatively, users can continue making calls by manually dialling numbers using the traditional dial method. For clarification: This issue is limited specifically to MeloSIP Click2Call functionality. Regular manual dialling is not affected. Our team is actively working on the MeloSIP update and will provide another notice once the fix is available.

3. monitoring Aug 24, 2026, 02:03 PM UTC

   We have released an updated version of MeloSIP Click2Call — version 11.2.6 — which includes the fix for the current Click2Call issue. The update has been submitted to the **Google Chrome Web Store** and is currently awaiting Google's approval. Unfortunately, the timing of that approval is outside of our control. Once Google approves and publishes version 11.2.6, users should only need to update the MeloSIP Click2Call Chrome extension to restore normal service. We are actively monitoring the Chrome Web Store for approval and will update this ticket as soon as the new version becomes publicly available.

4. resolved Aug 24, 2026, 02:48 PM UTC

   The latest version of MeloSIP Click2Call, version 11.2.6, is now available in the Google Chrome Web Store and is ready to be updated by our users. If you temporarily enabled Dynamic Caller ID as part of the earlier workaround, please disable it after updating. Once version 11.2.6 has been installed, MeloSIP Click2Call service should be fully restored to normal operation. If you experience any difficulty updating the extension or require assistance, please contact Melo Technology Technical Support: Phone: 1-888-635-6835, Option 3 From your Melo phone: Dial 611 Email: [[email protected]](mailto:[email protected]) Our team will be glad to assist you. Thank you for your patience while we worked to resolve this issue. This incident is now resolved and the ticket is being closed.

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Started Aug 12, 2026, 12:48 PM UTC· resolved Aug 12, 2026, 02:20 PM UTC

1. investigating Aug 12, 2026, 12:48 PM UTC

   Currently investigating an issue affecting outbound calls for some users. We’re actively working to identify the cause and restore normal calling as quickly as possible.

2. investigating Aug 12, 2026, 12:51 PM UTC

   We are actively restarting one of our primary node servers. Services will be offline momentarily.

3. investigating Aug 12, 2026, 01:01 PM UTC

   We are continuing our investigation and have activated our engineers to investigate the dialing issue with urgency.

4. monitoring Aug 12, 2026, 01:12 PM UTC

   Services are restored. We are continuing our investigation and monitoring closely.

5. resolved Aug 12, 2026, 02:20 PM UTC

   This incident has been resolved.

6. postmortem Aug 12, 2026, 02:20 PM UTC

   RFO: Root Cause & Service Restoration Update Voice Service Interruption — August 12, 2026 Melo Technology takes the reliability and security of our communications infrastructure exceptionally seriously. We are providing this update to give our clients a clear and transparent account of the service disruption experienced this morning, while appropriately protecting operational and security-sensitive details. Executive Summary At approximately 8:03 a.m. Toronto TIme, Melo Technology's infrastructure monitoring systems began generating a series of abnormal alerts affecting our primary voice infrastructure. Our engineering team immediately began investigating. Shortly afterward, we identified intermittent failures affecting the completion of some outbound calls. We also began receiving reports from clients who were unable to complete certain calls. Our initial investigation showed that some calls were being rejected by upstream telecommunications carriers. We immediately engaged our carrier partners and software engineering team to determine the source of the failures. Through that joint investigation, we determined that the underlying issue originated within traffic reaching our infrastructure. Melo Technology was the target of a distributed denial-of-service \(DDoS\) attack. The attack generated an abnormally high volume of traffic against portions of our telecommunications infrastructure. As a result of that traffic, one of our upstream carriers automatically implemented protective rate-limiting measures. Those protections caused some legitimate calls to be temporarily rejected or prevented from completing. Our engineers, carrier partners and software team worked together to identify the traffic pattern, isolate the source of the disruption and implement mitigation measures. Service has now been restored. Service was fully restored at 9:10 a.m. EDT. Client Impact The impact of this incident was limited to service availability. During the affected period, some clients experienced intermittent difficulty completing outbound telephone calls. Calls that were successfully established continued to operate normally. There was no compromise of Melo Technology's systems or client environments as part of this incident. Our investigation found: No evidence of unauthorized access to client data No evidence that customer information was accessed, altered or disclosed No evidence of call interception or access to call content No compromise of credentials or client accounts No intrusion into our systems or network No ransomware, malware or other system compromise This was a denial-of-service event, not a data breach or system intrusion. The objective and effect of the attack were to disrupt the availability of services by overwhelming infrastructure with traffic. Apart from the temporary inability to complete some calls, the confidentiality and integrity of our systems, client information and communications remained protected. Root Cause The root cause was a deliberate volume-based attack directed toward telecommunications infrastructure operated by Melo Technology. The resulting abnormal traffic volume triggered protective measures within portions of the carrier network, including rate limiting. While those safeguards operated as designed to protect telecommunications infrastructure from excessive traffic, they also temporarily affected legitimate outbound call traffic. Once our teams correlated the carrier behaviour with the abnormal traffic reaching our infrastructure, we were able to identify the attack and implement appropriate controls to mitigate it. For security reasons, we will not publish specific details regarding the attack vector, affected interfaces, network architecture, firewall controls or mitigation techniques used. Providing that level of detail could unnecessarily expose information that may assist future attackers. Response and Remediation Melo Technology's infrastructure monitoring detected the abnormal conditions immediately, allowing our team to begin investigating at 8:03 a.m. Throughout the incident, our engineering team worked directly with our telecommunications carriers and software partners to trace the call failures and distinguish legitimate carrier issues from the underlying traffic event. Once the source was identified, mitigation measures were implemented to isolate the malicious traffic and restore normal telecommunications service. We have also implemented additional protective controls as part of the response and are continuing to review the incident for opportunities to further strengthen our infrastructure. Security Review We recognize that any incident involving the words DDoS attack can understandably raise questions about the security of customer information. We want to be clear: Melo Technology was not hacked. A DDoS attack is fundamentally different from an intrusion or data breach. In this case, an external party attempted to disrupt service by generating excessive traffic. Our investigation has found no indication that the attacker obtained access to our systems, customer information, communications or internal resources. The incident affected the availability of a portion of our voice service for a brief period. It did not compromise the confidentiality or integrity of the information entrusted to us. Moving Forward Although service has been fully restored, our work does not end with restoration. Melo Technology is conducting a complete post-incident review alongside our technology and carrier partners. We are reviewing traffic controls, carrier protections, monitoring thresholds and additional defensive measures designed to further reduce the impact of similar attacks in the future. Security incidents and service interruptions are treated with the highest level of seriousness within our organization. We design our infrastructure with multiple layers of monitoring and protection specifically because telecommunications systems are critical to the businesses that depend on them. This morning's incident demonstrated the importance of those systems: our monitoring detected abnormal behaviour immediately, our engineers responded at once, and our carrier and software partners worked with us to identify and remediate the issue. We sincerely appreciate the patience of clients who experienced difficulty completing calls during the incident. All services are currently operational, and we continue to actively monitor our infrastructure. Thank you for your trust in Melo Technology. Melo Technology

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Started Jul 20, 2026, 01:34 PM UTC· resolved Jul 20, 2026, 02:05 PM UTC

1. identified Jul 20, 2026, 01:34 PM UTC

   We have identified an issue affecting some incoming calls to local and toll-free numbers. The problem appears to be related to a recent carrier upgrade. We are actively working with the carrier to restore normal incoming call routing as quickly as possible and are treating this as a priority. This issue is effecting only incoming calls and expected to resolved momentarily.

2. monitoring Jul 20, 2026, 01:56 PM UTC

   The routing issue has been corrected by our underlying carrier. Calls are flowing properly now. We will monitor for some time and then close the ticket after we see calls flowing as normal.

3. resolved Jul 20, 2026, 02:05 PM UTC

   We have confirmed all calls are flowing properly now and the carrier has closed their ticket. The service issue has been resolved. Thank you for your patience.

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Started Jun 25, 2026, 03:26 PM UTC· resolved Jun 25, 2026, 04:48 PM UTC

1. investigating Jun 25, 2026, 03:26 PM UTC

   We are currently investigating reports that some customers may be experiencing delays when placing outgoing calls. This issue is commonly known as post-dial delay, where additional seconds may pass after dialling before the call connects. During this time, callers may hear silence or “dead air” before the call proceeds. Our team is actively investigating the issue with our carrier partners and will provide updates as more information becomes available. We apologize for the inconvenience and appreciate your patience while we work to resolve this as quickly as possible.

2. identified Jun 25, 2026, 03:48 PM UTC

   We have identified that some outbound calls are experiencing post-dial delay, where there may be a period of silence before the call begins ringing or connects. Based on our current investigation, the issue appears to be affecting outbound carrier routing and does not appear to be caused by our platform before the call is handed off to the carrier. We are continuing to work with our carrier partners to investigate and will provide further updates as more information becomes available.

3. monitoring Jun 25, 2026, 03:52 PM UTC

   We have engaged our primary carrier and are currently routing outbound calls through our secondary provider to reduce the impact to our customers. Service has improved significantly, but some customers may still experience intermittent post-dial delay on outbound calls due to shared routes. This is not a service outage, and the vast majority of calls are completing successfully. In affected cases, calls may take longer than usual to begin ringing or connect. We are continuing to monitor call performance and work with our carrier partners toward full resolution. Thank-you for your patience.

4. resolved Jun 25, 2026, 04:48 PM UTC

   We have received confirmation that routing adjustments have been made to correct the outbound calling issue. As of 12:37 PM EDT, call performance appears stable. Outbound calls are completing normally, and recent monitoring shows post-dial delay has returned to expected levels. We are moving this incident to resolved/monitoring and will continue to observe call performance to ensure stability. Please call support if you are experiencing any issues.

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Started Jun 13, 2026, 01:09 PM UTC· resolved Jun 13, 2026, 01:26 PM UTC

1. investigating Jun 13, 2026, 01:09 PM UTC

   We have become aware of an issue impacting calls across our platform. Our team is actively investigating. The service impact appears to affect both inbound and outbound calling.

2. resolved Jun 13, 2026, 01:26 PM UTC

   Service has been restored. We apologize for the disruption and appreciate your patience while our team worked to resolve the issue. We are continuing to investigate the root cause and will provide further updates if needed.

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Started Apr 15, 2026, 12:08 PM UTC· resolved Apr 15, 2026, 12:08 PM UTC

1. resolved Apr 15, 2026, 12:08 PM UTC

   We are aware of an earlier issue impacting phone call functionality. The issue has now been resolved, and we will continue to monitor to ensure ongoing stability.

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Started Feb 23, 2026, 04:17 PM UTC· resolved Feb 24, 2026, 01:16 PM UTC

1. identified Feb 23, 2026, 04:17 PM UTC

   We are investigating trouble with our CloudSoftphone app since it's recent update causing devices not to register. We hope to provide updates shorty.

2. identified Feb 23, 2026, 04:55 PM UTC

   We have identified an issue with a recent update to the Cloud Softphone application. New registrations are currently failing on the latest versions of the Cloud Softphone desktop and mobile apps. At this time, we are holding off on issuing new registration QR codes until the issue is resolved. Please do not reset your device, as doing so will remove your current configuration and may result in a loss of service until a fix is in place. We are actively working on a solution and hope to provide an update soon. We sincerely apologize for the inconvenience and are treating this matter as a high priority.

3. resolved Feb 24, 2026, 01:16 PM UTC

   Yesterday, we experienced an issue affecting new registrations on the Cloud Softphone application. After investigating, we identified the root cause as a recent update to Cloud Softphone that introduced a problem related to the secure registration certificate. As a result, new registrations were failing on both the desktop and mobile versions of the application. Once a corrective update was rolled out to the latest versions of Cloud Softphone (desktop and mobile), registration functionality was restored and the app began registering normally again. We sincerely apologize for the inconvenience this caused and appreciate your patience while we worked to resolve the issue.

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Started Feb 17, 2026, 02:43 PM UTC· resolved Feb 17, 2026, 03:34 PM UTC

1. identified Feb 17, 2026, 02:43 PM UTC

   We are currently aware of a routing issue affecting calls to our 611 Technical Support line. As a result, some calls may not be connecting properly. Our team is actively investigating and working to resolve this matter as quickly as possible. In the meantime, if you require technical assistance, please contact us directly at 416-479-0993 (press option 3) or email [email protected] and our team will be happy to assist you. We appreciate your patience and will provide an update as soon as this issue has been fully resolved. — Melo Technology Support Team

2. resolved Feb 17, 2026, 03:34 PM UTC

   The routing issue affecting our 611 Technical Support line has now been fully resolved. Calls to 611 are operating normally. Thank you for your patience and understanding while we worked to correct this matter. If you continue to experience any difficulties, please do not hesitate to contact our support team.

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Started Jan 05, 2026, 11:37 PM UTC· resolved Jan 05, 2026, 11:58 PM UTC

1. investigating Jan 05, 2026, 11:37 PM UTC

   We are currently investigating a problem with some of our primary route partners responding with failed calls. We are investigating this and working to a resolution asap.

2. investigating Jan 05, 2026, 11:51 PM UTC

   We are continuing to investigate the outgoing calling problem. This issue has been elevated to Major outgoing calling outage. We hope to provide answers very shortly.

3. monitoring Jan 05, 2026, 11:53 PM UTC

   The outgoing call routing has been restored and calls are now completing. We are continuing out investigating.

4. resolved Jan 05, 2026, 11:58 PM UTC

   The issue affecting outgoing call routing has been fully resolved and service has been restored. Following corrective actions, outbound calls are completing normally. We will continue to closely monitor the platform to ensure ongoing stability. We apologize for any inconvenience this may have caused and appreciate everyone’s patience while we worked through this issue.

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Started Nov 12, 2025, 03:53 PM UTC· resolved Nov 12, 2025, 04:46 PM UTC

1. investigating Nov 12, 2025, 03:53 PM UTC

   We are currently monitoring a situation with lines becoming unregistered causing the inability to make calls. Updates to follow.

2. investigating Nov 12, 2025, 03:56 PM UTC

   Our engineers are actively investigating the registration issue with the highest priority. We will provide updates as soon as more information becomes available. Rest assured, we have all hands on deck to restore the registration service as quickly as possible.

3. monitoring Nov 12, 2025, 04:00 PM UTC

   We have performed a restart of our services and monitoring for services to come back online.

4. monitoring Nov 12, 2025, 04:06 PM UTC

   While we see some improvement for users registration we are aware this is still impact some users. We are continuing to investigate with urgency.

5. monitoring Nov 12, 2025, 04:22 PM UTC

   We have restored all services and are continuing our investigation into the cause of today’s device unregistrations. Our engineers are currently reviewing system logs to identify the root cause. We sincerely apologize for the inconvenience and will share further updates as they become available. At this time, all services are operational. If you are still experiencing any issues, please restart your device or contact Technical Support for assistance.

6. resolved Nov 12, 2025, 04:46 PM UTC

   We have identified the root cause of today’s registration issue. One of our security platforms, which monitors call traffic for suspicious activity, incorrectly flagged and temporarily blocked several customer IP addresses. This resulted in affected devices becoming unregistered and unable to complete calls. While there was no direct issue with our core voice infrastructure, the disruption was related to the security layer integrated within our platform. The precise reason these IPs were falsely identified is still under review. Our engineering team has restored all services and implemented mitigation measures to prevent further disruption. We will be conducting a deep-dive maintenance review of the security system to ensure this does not recur. At this time, all services are fully operational. If you continue to experience any issues, please restart your device or contact Technical Support for assistance. We sincerely apologize for the inconvenience and appreciate your patience and understanding as we work to strengthen our systems. — Melo Technology Network Operations Team

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Started Nov 11, 2025, 07:47 PM UTC· resolved Nov 11, 2025, 07:51 PM UTC

1. monitoring Nov 11, 2025, 07:47 PM UTC

   We are currently monitoring lines that have just become unregistered preventing calls from completing. Services are restored, we are continuing to monitor the situation.

2. resolved Nov 11, 2025, 07:51 PM UTC

   The issue affecting line registration has been identified, and temporary maintenance has been completed. Services have been fully restored and are currently stable. Additional maintenance will be performed tonight to implement a permanent fix.

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Started Nov 09, 2025, 04:43 PM UTC· resolved Nov 09, 2025, 04:44 PM UTC

1. investigating Nov 09, 2025, 04:43 PM UTC

   We have become aware of an issue with some incoming and outgoing calls completing. We are investigating and will provide an update shorty.

2. resolved Nov 09, 2025, 04:44 PM UTC

   Calls are now completing.

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Started Oct 20, 2025, 11:28 AM UTC· resolved Oct 20, 2025, 11:39 AM UTC

1. investigating Oct 20, 2025, 11:28 AM UTC

   We are currently investigating an issue causing some devices to fail registration, which is preventing affected users from making telephone calls. Our team is working to resolve this as quickly as possible and will provide updates shortly.

2. investigating Oct 20, 2025, 11:32 AM UTC

   We are continuing to investigate this issue.

3. investigating Oct 20, 2025, 11:33 AM UTC

   We are currently investigating an issue causing some devices to fail registration, which is preventing affected users from making telephone calls. Our team is working to resolve this as quickly as possible and will provide updates shortly.

4. resolved Oct 20, 2025, 11:39 AM UTC

   The trouble with device registration has been resolved.

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Started Jul 11, 2025, 02:16 PM UTC· resolved Jul 11, 2025, 02:37 PM UTC

1. investigating Jul 11, 2025, 02:16 PM UTC

   We are currently aware of reports indicating internet service interruptions affecting customers using Videotron internet. This ticket has been opened to facilitate ongoing monitoring and communication regarding the situation. We are awaiting further updates from Videotron and will post any new information here as it becomes available.

2. monitoring Jul 11, 2025, 02:19 PM UTC

   During our investigation, we have observed hundreds of similar outage reports affecting Videotron internet users. We remain on hold, awaiting confirmation and an estimated time for resolution from a Videotron engineer. We will continue to monitor the situation and share updates as they become available.

3. resolved Jul 11, 2025, 02:37 PM UTC

   Although we were unable to reach a Videotron engineer and remain on hold, we have confirmed that all affected customers under our care have had their internet service restored. As a result, we are no longer actively monitoring this outage and will now be closing this ticket. If you have any further questions, concerns, or ongoing issues related to Videotron internet service, we recommend contacting Videotron directly. Thank you for your patience and understanding.

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Started Jun 03, 2025, 12:07 PM UTC· resolved Jun 03, 2025, 01:34 PM UTC

1. investigating Jun 03, 2025, 12:07 PM UTC

   We are currently investigating an issue where certain phone terminal devices are unexpectedly becoming unresponsive and rebooting. Our team is working closely with Poly/HP to identify the root cause. At this time, the issue appears to be affecting only a small number of devices. If you are experiencing this problem, we kindly ask that you report it to our support team at [email protected]. We will continue to provide updates through this ticket as more information becomes available. Thank you for your patience and cooperation.

2. resolved Jun 03, 2025, 01:34 PM UTC

   We have identified the cause of the recent freeze-and-reboot issue affecting some Polycom devices. The problem has been traced to a specific Polycom firmware version—5.8. Devices running the updated firmware version 5.9 are no longer experiencing this issue. As this impacts only a small number of customers, we are now closing this ticket. Our team will reach out directly to the affected users to coordinate the necessary firmware upgrades. If your organization is experiencing the issue and have not been contacted by our team, please report it to support at [email protected]. Thank you for your understanding and continued support.

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Started May 21, 2025, 01:50 PM UTC· resolved May 21, 2025, 02:12 PM UTC

1. monitoring May 21, 2025, 01:50 PM UTC

   Bell Canada is reportedly completely down for thousands of users Internet, Mobile, Phone Services right now. This is not directly impacting our services, however do to the impact many of our customers which are utilizing gateways to our servers, we are monitoring this closely and remain at service for our customers.

2. resolved May 21, 2025, 02:12 PM UTC

   This morning at approximately 9:19 a.m., Bell Canada began experiencing packet loss affecting both residential and commercial Internet customers. By 9:20 a.m., Bell’s Internet service had gone completely offline, disrupting connectivity for a significant number of users. At 9:23 a.m., mobile cellular and data services were also impacted, with many users reporting "SOS" or no service on their devices. By 9:57 a.m., both Internet and mobile services were restored for most users. As of the time of this update, Bell Canada has not released an official statement regarding the cause of the outage. Impact on Melo Technology Services: While our core infrastructure remained unaffected, some customers experienced difficulty accessing our services due to reliance on Bell gateway connections. We actively monitored the situation throughout the incident and confirmed full service availability from our end during the Bell outage window. Resolution: Normal service appears to have resumed. The situation is now considered resolved, and this ticket is being closed. We will continue to monitor for any residual issues and will advise if Bell provides an official explanation. Thank you for your patience and understanding. — Melo Technology Support Team

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Started May 12, 2025, 07:42 PM UTC· resolved May 12, 2025, 08:48 PM UTC

1. investigating May 12, 2025, 07:42 PM UTC

   We are currently experiencing a service disruption affecting Siclytics Intelligent Call Recap. Users may encounter a “500 Server Error” on screen, and automated call recaps are not completing as expected. Our team is actively investigating the issue and working to resolve it as quickly as possible. We will provide an update as soon as more information becomes available.

2. investigating May 12, 2025, 08:48 PM UTC

   We are continuing to investigate this issue.

3. resolved May 12, 2025, 08:48 PM UTC

   Resolved.

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Started Mar 19, 2025, 07:52 PM UTC· resolved Mar 19, 2025, 08:59 PM UTC

1. identified Mar 19, 2025, 07:52 PM UTC

   We have identified an issue with Click2Call due to an emergency maintenance with Melo Customer Portal. We are working on the situation with urgency. We will provide updates as soon as they become available.

2. investigating Mar 19, 2025, 08:09 PM UTC

   We are expecting an update from our support engineers on the situation shortly.

3. identified Mar 19, 2025, 08:25 PM UTC

   We have identified the issue with our customer portal. We are working as quickly as possible to restore services.

4. identified Mar 19, 2025, 08:31 PM UTC

   The Customer Portal and MeloSIP Click2Call services have been successfully restored. While maintenance is still ongoing, services are currently operational. We will provide further updates as soon as possible.

5. resolved Mar 19, 2025, 08:59 PM UTC

   All services have been restored. We have scheduled another maintenance session for the evening to correct an identified bug in our support ticketing system. However, this should not impact customer services. We apologize for any inconvenience caused during this event.

6. postmortem Mar 19, 2025, 09:04 PM UTC

   # **Postmortem Report: Service Interruption** ## **Summary** Today at 15:52 EDT, a service disruption affected the **MeloTel Customer Portal** and **MeloSIP Click2Call** services due to an unintended misconfiguration during email service updates. This incident resulted in an automatic email retrieval issue that required emergency maintenance, temporarily impacting customer access. ## **Incident Timeline** * **15:52 EDT – Issue Identified:** * An issue was detected affecting **Click2Call**, stemming from emergency maintenance on the **MeloTel Customer Portal**. * The team began investigating the root cause with urgency. * **16:09 EDT – Investigation Ongoing:** * Support engineers were engaged, and further analysis was conducted. * **16:25 EDT – Issue Identified:** * The cause of the customer portal outage was determined, and recovery efforts began. * **16:31 EDT – Partial Restoration:** * **Customer Portal** and **MeloSIP Click2Call** services were restored. * Maintenance continued to ensure full resolution. * **16:59 EDT – Full Resolution:** * All affected services were reported restored. * A secondary maintenance session was scheduled to address a **support ticketing system bug**, though this is not expected to impact customer services. ## **Root Cause** * A misconfiguration occurred while attempting to reconnect email services to our Customer Portal. * The incorrect email connection triggered **automated email retrieval**, resulting in the unintended deletion of emails and an impact on our Customer Portal. * To prevent further data loss, the **server was temporarily shut down**, leading to a brief service disruption for the **Customer Portal and MeloSIP Click2Call**. * Once the situation was secured, services were restarted, and minor post-recovery adjustments were made. ## **Impact** * **Customer Portal and MeloSIP Click2Call** were unavailable for approximately 40 minutes. * Several pending **support tickets were unintentionally closed**. ## **Next Steps & Preventative Actions** * **Email Service Reconfiguration:** Ensure correct reconnection of email services to Customer Portal. * **Process Improvements:** Implement additional verification steps for email service changes. * **Automated Monitoring Enhancements:** Strengthen monitoring to detect unintended email retrieval events before they escalate. * **Support Ticket Review:** Assess and restore any support tickets that were mistakenly closed. We sincerely apologize for the inconvenience caused by this incident and appreciate your patience. Our team remains committed to improving our systems and preventing similar occurrences in the future. For further inquiries, please contact our support team. **Melo Technology Team**

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Started Mar 13, 2025, 04:12 PM UTC· resolved Mar 13, 2025, 04:19 PM UTC

1. investigating Mar 13, 2025, 04:12 PM UTC

   We're Investigating SIClytics 502 Bad Gateway, making the dashboard unavailable.

2. resolved Mar 13, 2025, 04:19 PM UTC

   This incident has been resolved.

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Started Feb 26, 2025, 05:38 PM UTC· resolved Feb 27, 2025, 01:21 PM UTC

1. monitoring Feb 26, 2025, 05:38 PM UTC

   We are currently monitoring a service disruption affecting Slack, impacting messaging, sign-ins, and other resources. While this issue is not directly related to Melo Technology services, we understand that many of our customers rely on this platform. As a courtesy, we are providing this update and will continue to monitor the situation. We will share any relevant updates as they become available. We apologize for any inconvenience this may cause when attempting to contact our team via Slack. You can monitor the situation here: https://slack-status.com/2025-02/1b757d1d0f444c34

2. resolved Feb 27, 2025, 01:21 PM UTC

   While Slack has not officially issued an all-clear, they are reporting only minimal service impact. As a result, we will close this ticket and reopen it if necessary.

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Started Feb 06, 2025, 03:32 PM UTC· resolved Feb 06, 2025, 03:33 PM UTC

1. investigating Feb 06, 2025, 03:32 PM UTC

   We are investigating Siclytics service showing 502 Bad Gateway. Updates to follow.

2. resolved Feb 06, 2025, 03:33 PM UTC

   Siclytics service has been restored.

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Started Jan 17, 2025, 04:53 PM UTC· resolved Jan 17, 2025, 06:30 PM UTC

1. investigating Jan 17, 2025, 04:53 PM UTC

   We are aware of an issue with incoming and outgoing messaging or originating from the cloud Softphone mobile app. We are currently working on a resolution to this and hope to provide an update soon.

2. monitoring Jan 17, 2025, 05:37 PM UTC

   We have identified that the recent issue with sending or receiving SMS messages was caused by a maintenance update. Corrections have been made to the deployment, and SMS functionality is now being restored for most users. If you are still experiencing difficulties with sending or receiving SMS messages, please contact our customer support team at 416-479-0993. They can assist you in resetting your cloud softphone by providing a new registration code. We appreciate your patience and will provide further updates shortly.

3. resolved Jan 17, 2025, 06:30 PM UTC

   SMS services through CloudSoftphone have been restored. If you continue to experience any further issues, please contact technical support directly.

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Started Jan 06, 2025, 09:15 PM UTC· resolved Jan 07, 2025, 10:13 AM UTC

1. investigating Jan 06, 2025, 09:15 PM UTC

   We are currently investigating a problem with Sending/Receiving SMS messages using the cloud softphone application. Users are receiving an error 502 response. We will update as soon as possible.

2. identified Jan 07, 2025, 01:36 AM UTC

   We apologize for the continued service disruption in SMS services using our cloud Softphone application. We have identified the issue to our core underlying switch provider for SMS. They have informed us they are restoring services and anticipate a full resolution by 9 AM Eastern standard time Tuesday morning. We apologize for the inconvenience and look forward to providing you a positive update in the morning.

3. resolved Jan 07, 2025, 10:13 AM UTC

   CloudSoftphone SMS service has been restored.

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Started Nov 20, 2024, 01:55 PM UTC· resolved Nov 20, 2024, 02:53 PM UTC

1. investigating Nov 20, 2024, 01:55 PM UTC

   We are currently investigating issues with our primary provider that have resulted in some failed or poor-quality calls. To minimize the impact, we have temporarily adjusted call routing and are actively working with the vendor to resolve the problem. We will share updates as soon as possible. Thank you for your patience.

2. resolved Nov 20, 2024, 02:53 PM UTC

   Calling problems were identified as being a temporary issue which affecting multiple carriers across Canada. The issue has been reported to be resolved, and we are unable to replicate any problems at this time. We apologize for any inconvenience if you continue to experience any problems, please report them to technical support.

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