Is Rainbow down?

Type: Maintenance Duration: 5 minutes Affected Components: [WW] Rainbow Hybrid PBX Telephony, [WW] Rainbow Administration & Subscriptions Jul 10, 15:21:06 GMT+0 - Identified - ALE is continuing the progressive migration of Rainbow services to the 3AZ platform **throughout July.** This operation is part of our infrastructure improvement plan and aims to **strengthen the resilience and availability of Rainbow services**. The migration will be performed progressively to minimize customer impact. Some migration steps may require dedicated customer communication in case a service impact is expected. Our teams will closely monitor the platform throughout the operation and will inform customers in advance whenever a customer impact is anticipated. 🚨Customers must ensure that their firewall rules are updated with the latest Rainbow public IP ranges to avoid connectivity issues once traffic is fully routed through the new infrastructure. Please refer to the Rainbow Network Requirements for the latest public IP ranges and connectivity requirements: Aug 1, 21:55:01 GMT+0 - Identified - Maintenance is now in progress Aug 1, 22:00:00 GMT+0 - Completed - Maintenance has completed successfully

We are currently investigating this incident.

Our teams continue to actively investigate the reported audio quality issues. Progress has been made in the analysis and targeted studies are performed to validate findings and determine the underlying cause. While a root cause has not yet been confirmed, the investigation is advancing and remains a top priority. We continue to monitor the platform closely and will share further updates as more information becomes available. Thank you for your continued patience and understanding.

Our teams are continuing to investigate the incident and have narrowed down the potential root cause. We are making progress in our analysis and expect to advance further shortly. We will provide additional updates as soon as more information becomes available. Thank you for your patience.

We have identified the faulty workflow responsible for the audio issues experienced by affected end users. Our investigation has determined that, under several network conditions, the media relay tunnel establishment between the application software and the core media component does not complete as expected. As a result, audio is available only for a few seconds before being interrupted. The root cause has been identified, and our engineering teams are currently working on a solution. We will provide further updates as progress is made and a remediation plan is finalized. We apologize for the inconvenience and appreciate your patience while we work to resolve this issue.

We have identified the solution and are currently working on its implementation. Testing activities are scheduled in the coming days to validate the fix and ensure service stability. Our objective is to deploy the solution to production by the middle of next week, following the successful completion of regression testing. We will continue to monitor progress closely and provide further updates as milestones are reached. We appreciate your continued partnership and will keep you informed of further developments.

We are pleased to confirm that the new Rainbow version containing the fix is now available. The rollout is being progressively deployed and will reach all customers within the next 24 hours, in accordance with the update notification communicated in our service announcement. We are closely monitoring the deployment and will keep you informed of any significant developments.

Type: Incident Duration: 9 days, 6 hours and 21 minutes Affected Components: [EMEA] Rainbow Hub Voice Services Jul 29, 08:35:01 GMT+0 - Investigating - We are currently investigating this incident. Jul 29, 14:21:40 GMT+0 - Investigating - Our teams continue to actively investigate the reported audio quality issues. Progress has been made in the analysis and targeted studies are performed to validate findings and determine the underlying cause. While a root cause has not yet been confirmed, the investigation is advancing and remains a top priority. We continue to monitor the platform closely and will share further updates as more information becomes available. Thank you for your continued patience and understanding. Jul 30, 08:22:31 GMT+0 - Investigating - Our teams are continuing to investigate the incident and have narrowed down the potential root cause. We are making progress in our analysis and expect to advance further shortly. We will provide additional updates as soon as more information becomes available. Thank you for your patience. Jul 30, 15:58:25 GMT+0 - Identified - We have identified the faulty workflow responsible for the audio issues experienced by affected end users. Our investigation has determined that, under several network conditions, the media relay tunnel establishment between the application software and the core media component does not complete as expected. As a result, audio is available only for a few seconds before being interrupted. The root cause has been identified, and our engineering teams are currently working on a solution. We will provide further updates as progress is made and a remediation plan is finalized. We apologize for the inconvenience and appreciate your patience while we work to resolve this issue. Jul 31, 15:11:00 GMT+0 - Identified - We have identified the solution and are currently working on its implementation. Testing activities are scheduled in the coming days to validate the fix and ensure service stability. Our objective is to deploy the solution to production by the middle of next week, following the successful completion of regression testing. We will continue to monitor progress closely and provide further updates as milestones are reached. We appreciate your continued partnership and will keep you informed of further developments. Aug 5, 15:14:28 GMT+0 - Monitoring - We are pleased to confirm that the new Rainbow version containing the fix is now available. The rollout is being progressively deployed and will reach all customers within the next 24 hours, in accordance with the update notification communicated in our service announcement. We are closely monitoring the deployment and will keep you informed of any significant developments. Aug 7, 14:56:28 GMT+0 - Resolved - This incident has been resolved.

We are currently investigating an issue affecting some Rainbow Hub customers using Alphalink SIP trunks. Calls routed through Call Queues may connect without audio or without a ringback tone. Direct calls appear to be working normally. As a temporary workaround, customers can replace the affected Call Queue with a standard Hunt Group. Our technical teams are actively investigating the issue. Further updates will be provided as soon as more information is available.

The issue is no longer being observed. Our technical teams are continuing to monitor the service to confirm its stability.

The issue has been resolved. A configuration inconsistency introduced during the Call Queue migration to the new 3AZ infrastructure was identified and corrected without service disruption. The correction has been applied across the affected infrastructure, and Call Queue services are now operating normally.

Type: Incident Duration: 6 hours and 53 minutes Affected Components: [EMEA] Rainbow Hub Voice Services Jul 21, 06:00:45 GMT+0 - Investigating - We are currently investigating an issue affecting some Rainbow Hub customers using Alphalink SIP trunks. Calls routed through Call Queues may connect without audio or without a ringback tone. Direct calls appear to be working normally. As a temporary workaround, customers can replace the affected Call Queue with a standard Hunt Group. Our technical teams are actively investigating the issue. Further updates will be provided as soon as more information is available. Jul 21, 08:00:41 GMT+0 - Monitoring - The issue is no longer being observed. Our technical teams are continuing to monitor the service to confirm its stability. Jul 21, 12:53:56 GMT+0 - Resolved - The issue has been resolved. A configuration inconsistency introduced during the Call Queue migration to the new 3AZ infrastructure was identified and corrected without service disruption. The correction has been applied across the affected infrastructure, and Call Queue services are now operating normally.