Planet DDS incident

Legwork - Patient Engagement Performance Degraded

Minor Resolved View vendor source →

Planet DDS experienced a minor incident on November 26, 2024 affecting Patient Engagement, lasting 5h 49m. The incident has been resolved; the full update timeline is below.

Started
Nov 26, 2024, 02:12 PM UTC
Resolved
Nov 26, 2024, 08:02 PM UTC
Duration
5h 49m
Detected by Pingoru
Nov 26, 2024, 02:12 PM UTC

Affected components

Patient Engagement

Update timeline

  1. investigating Nov 26, 2024, 02:12 PM UTC

    We’re currently experiencing degraded performance with Patient Engagement. Users might see issues sending texts. We apologize for any inconvenience. Our team is actively working to restore service back to normal operation.

  2. investigating Nov 26, 2024, 02:53 PM UTC

    The issue is caused by service degradation in our partner SMS provider service. We are working on mitigation.

  3. identified Nov 26, 2024, 03:47 PM UTC

    We are working with Twilio customer support on mitigating the issue.

  4. identified Nov 26, 2024, 04:53 PM UTC

    Twilio customer support has scoped the work and is continuing to work on restoring the service.

  5. identified Nov 26, 2024, 06:28 PM UTC

    Twilio customer support team is continuing to work on this issue at the highest priority.

  6. monitoring Nov 26, 2024, 07:51 PM UTC

    A fix for this issue is deployed by Twilio. We are monitoring at this time.

  7. resolved Nov 26, 2024, 08:02 PM UTC

    This incident has been resolved.