Plum Voice experienced a major incident on January 15, 2025, lasting —. The incident has been resolved; the full update timeline is below.
Update timeline
- resolved Jan 15, 2025, 11:59 AM UTC
Type: Incident Duration: 13 hours and 1 minute Affected Components: PCI Fuse, Inbound Calling , Outbound Calling, FUSE, DEV, PCI DEV Jan 15, 11:59:49 GMT+0 - Investigating - We are aware of and are currently working to resolve a known issue cause by a data center disruption impacting our voice infrastructure. About 50% of traffic may be impacted. Customers calling IVR services will intermittently experience failure, resulting in dead air, or carrier rejection messages. We have all necessary resources engaged and are working to resolve this issue as soon as possible. Jan 15, 12:24:49 GMT+0 - Identified - We have identified the source of the issue and are working with resources at the impacted data center to resolve as soon as possible. Jan 15, 12:44:48 GMT+0 - Identified - We are continuing to work on a fix for this incident. Jan 15, 13:01:27 GMT+0 - Monitoring - We have implemented a fix and have validated restoration of service. Jan 15, 13:19:25 GMT+0 - Monitoring - The previously introduced fix is working as expected. We have identified a very small subset of numbers which need additional configuration adjustments to address the issue and are working to resolve the remaining set as soon as possible. Jan 15, 16:12:44 GMT+0 - Identified - We have continued to monitor this incident and have identified that some issues are still occurring. Our team is actively working to resolve this and is closely monitoring the situation. We will provide further updates as we make progress. Jan 15, 17:42:26 GMT+0 - Identified - We are continuing to work on resolving this issue and are closely monitoring the situation. Our team is actively investigating and making progress toward a resolution. We will continue to provide further updates as they become available. Jan 15, 18:03:28 GMT+0 - Monitoring - We have taken action to mitigate this issue and will continue to monitor the situation. Our team is actively working with our data center toward a full resolution. Further updates will be provided as progress is made. Jan 15, 20:50:57 GMT+0 - Monitoring - We have implemented a fix that should resolve issues with outbound calls using the API, and we are continuing to monitor the situation to ensure stability. Additionally, alongside our mitigation efforts, our team is physically present at the data center and actively working to restore services as a whole. Thank you for your patience as we work toward a full resolution. Jan 15, 22:43:48 GMT+0 - Monitoring - Our team is still working diligently towards a resolution. We will continue to provide updates as new developments arise. Jan 16, 00:19:51 GMT+0 - Monitoring - We are actively working to resolve the issue and are making steady progress. Further updates will be provided as we have more information to share. We appreciate your patience and understanding. Jan 15, 13:24:23 GMT+0 - Resolved - The issue has been resolved, and systems are now operating as expected. We appreciate your patience and understanding while we worked to address the situation. Jan 16, 01:00:56 GMT+0 - Resolved - The issue has been resolved, and systems are now operating as expected. We appreciate your patience and understanding while we worked to address the situation.