Outbound Calling Issues Affecting Some Users

Update timeline

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