Nexcess experienced a major incident on August 21, 2025 affecting Phones, lasting 2h 20m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 21, 2025, 12:24 AM UTC
We are currently experiencing issues with our phone system, preventing our agents from connecting/accepting calls. This may cause longer than usual wait times since less agents are available. We are investigating the issue and will provide updates here. We apologize for the inconvenience and appreciate your patience. You can still contact us via case at [email protected] or via chat on the website (nexcess.net).
- monitoring Aug 21, 2025, 01:39 AM UTC
Our phone system is now back online, and agents should be able to connect and accept calls. We will continue to monitor the system to ensure stability. Thank you for your continued patience.
- resolved Aug 21, 2025, 02:45 AM UTC
This incident has been resolved.