Is Rainbow down?

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.

We are currently investigating this incident.

Problem is identified we are going to apply the fix

We implemented a fix and are currently monitoring the result.

This incident has been resolved.

Some customers are experiencing degraded performance, including call disconnections, poor audio quality, and increased latency when establishing calls. Our technical teams are actively investigating the issue to determine the root cause and assess the full scope of the impact. We will provide further updates as soon as more information becomes available. Thank you for your patience and understanding.

Our technical teams have identified the likely cause of the service degradation. We have experienced an unusual surge in customer traffic across the EMEA region, resulting in significantly higher demand on the infrastructure supporting call queues and auto attendants. The impact is primarily observed during specific periods of the day when traffic reaches peak levels. Outside of these peak periods, service performance remains within expected levels. We are actively working to implement additional scaling measures and infrastructure optimizations to further strengthen service performance and resilience. Our teams continue to closely monitor the situation and are making progress on the capacity expansion plan. We will provide further updates as additional information becomes available. Thank you for your patience and understanding.

Our investigation indicates that this issue may be related to the broader service degradation previously reported over the last two weeks.

Our investigation has identified a workaround that addresses the **latency experienced on incoming calls** as well as **incoming call disconnections**. The workaround is currently being prepared for deployment and is expected to be fully applied by **tomorrow at the latest**. Regarding the **poor audio quality** previously reported by some customers, a corrective change was implemented last Friday. Based on our monitoring and validation, this issue should no longer be occurring. We remain focused on validating the effectiveness of these measures and will continue to share meaningful updates as progress is made.

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Our R&D and Operations teams continue to actively work on the service degradation affecting some Rainbow Hub Voice Services in the EMEA region. At this time, we do not yet have sufficient visibility to communicate a deployment or resolution date for the workaround currently under validation. The issue remains a top priority, and dedicated teams are engaged in remediation activities. We fully understand the operational impact this situation may have on affected customers and are making every effort to restore optimal service conditions as quickly and safely as possible. Our teams are closely monitoring the environment and will share further updates as soon as additional information becomes available. Thank you for your continued patience and understanding.

Our technical teams are continuing to work on the Rainbow Hub Voice Services degradation affecting some customers in the EMEA region. A maintenance operation is planned tonight at 09:00 PM CEST on the call queue server. This update includes a fix intended to address the latency observed when answering incoming calls. We expect this change to improve the situation, and our teams will continue to monitor the service closely to confirm its effectiveness. Further improvements are still under study to address the remaining issues observed during peak call establishment periods. We remain focused on improving the situation and will continue to share meaningful updates as progress is made.

Following the maintenance performed last night, we have observed positive feedback regarding the latency previously experienced when answering incoming calls. The workaround initially considered to mitigate the constraints observed during peak hours did not provide the expected level of improvement and will therefore not be deployed in its current form. These tests enabled our teams to further investigate the issue and identify additional technical options to address the remaining symptoms. Our teams are continuing to work with the highest priority to define the most appropriate corrective actions. We will continue to provide further updates as soon as meaningful progress is confirmed.

Following the latest investigations, a corrective action developed by our R&D is now delivered for testing. This correction is currently being tested in our pre-production environment. Manual tests are ongoing, and regression tests are scheduled overnight to confirm the effectiveness of the correction and ensure service stability. We will provide the next update tomorrow morning after reviewing the test results. We appreciate your patience and understanding while we continue to work toward a full resolution.

We have successfully validated the fix currently being prepared, and the results are positive. The final validation phase is now in progress before the official release of the correction. Once completed, the fix will be deployed to production, followed by a configuration update required to fully apply the changes. We will provide another update as soon as deployment is scheduled or completed. Thank you for your patience.

Following the latest validation activities, the required tests performed over the weekend were successful. The corrective action is now planned for deployment to production on Wednesday evening, July 15\. This timing has been selected to align with a lower-traffic period and ensure full operational support availability during the deployment. Service performance has remained stable. Our teams will continue to monitor the platform closely before, during, and after the deployment to confirm the expected improvement and ensure service stability. We will provide a further update once the deployment is completed or if the schedule changes.

As part of the corrective action planned tonight, July 15, 2026, a maintenance operation will be performed on Rainbow Hub Voice Services at 09:00 PM CEST. During this operation, Rainbow Hub telephony services may be temporarily unavailable for approximately 10 minutes. Our teams will monitor the platform closely before, during, and after the deployment to confirm the expected improvement and ensure service stability. We will provide a further update once the deployment is completed.

The planned maintenance operation has been successfully completed. The corrective action has been deployed, and our teams have moved the incident to monitoring to confirm the expected improvement and ensure service stability. We will continue to closely monitor the platform and provide a further update if needed.

Some customers have reported issues on Rainbow Hub. Our technical teams are analyzing the issue to identify the root cause and assess the full impact. We will provide an update shortly.

Our teams have identified the origin of the incident. Mitigation actions are in progress, including cleanup and restart of the impacted component. Service recovery is underway, and we will continue to keep you informed.

**Service restoration in progress** Services are currently being restored. Please note that it may take some time before full service is fully restored for all customers. Our teams remain fully engaged to complete the recovery as quickly as possible.

This incident has been resolved. Thank you for your patience and understanding throughout this incident.

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Type: Incident Duration: 20 minutes Affected Components: [EMEA] Rainbow Hub Voice Services Jun 2, 09:15:54 GMT+0 - Investigating - Some customers have reported issues on Rainbow Hub. Our technical teams are analyzing the issue to identify the root cause and assess the full impact. We will provide an update shortly. Jun 2, 09:26:31 GMT+0 - Identified - Our teams have identified the origin of the incident. Mitigation actions are in progress, including cleanup and restart of the impacted component. Service recovery is underway, and we will continue to keep you informed. Jun 2, 09:32:52 GMT+0 - Monitoring - **Service restoration in progress** Services are currently being restored. Please note that it may take some time before full service is fully restored for all customers. Our teams remain fully engaged to complete the recovery as quickly as possible. Jun 2, 09:35:38 GMT+0 - Resolved - This incident has been resolved. If you continue to experience issues, please restart your Rainbow phone or softphone application. Thank you for your patience and understanding throughout this incident. Jun 3, 07:15:16 GMT+0 - Postmortem - # Post-Incident Report Incident Window: June 2, 2026 - 11:09 – 11:30 CEST ### What happened? Yesterday, we experienced a temporary issue affecting one component of our Rainbow Hub infrastructure. A switchover to the backup system was automatically triggered, but it did not start as expected, which led to a short service disruption. ### Impact During this period, Rainbow Hub users in Europe were unable to make calls. ### Resolution Our teams acted immediately to stabilize the affected system and safely restore service. Full service was restored at 11:30 CEST. ### Root cause The issue was linked to an internal database system inconsistency that impacted service availability and prevented the failover mechanism from operating as expected. This type of inconsistency had been observed previously, but only under a very specific and rarely encountered combination of conditions. A correction addressing this class of issue was already in preparation and planned for production update. ### What we’re doing? The fix addressing this issue will be deployed on our European infrastructure on the evening of June 3rd, as part of a more general worldwide fix in all regions. While we have strong confidence this will prevent a recurrence, we are continuing to monitor closely. We sincerely apologize for the inconvenience caused and thank you for your patience and continued trust.