SecureCo incident
Degraded connectivity - Voice services via Megaport
SecureCo experienced a minor incident on October 11, 2023 affecting Enterprise Voice and Enterprise Voice for Genesys Cloud and 1 more component, lasting 1d 6h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Oct 11, 2023, 10:17 PM UTC
The issue has been identified and a fix is being implemented.
- identified Oct 11, 2023, 10:41 PM UTC
An issue has been identified with network level connectivity to Megaport and one of our data centres. The connectivity is sporadic and calls may be affected, both inbound and outbound. We have engaged the relevant vendors for rectification and are currently working on a resolution.
- identified Oct 11, 2023, 11:03 PM UTC
A fix has been applied to the affected components and most services have returned to normal operation. Some services and routes may take some time to reconnect and resume operation, but we are diligently monitoring for normal resumption.
- identified Oct 11, 2023, 11:38 PM UTC
Service impact has been reduced to a single carrier via our data centre as other services are now back online. Vendors are actively engaged and working on a permanent fix.
- identified Oct 12, 2023, 01:30 AM UTC
Workarounds have been enabled for services with redundant paths, single path routes are continued to be worked on for a permanent fix, both internally and with vendors.
- monitoring Oct 12, 2023, 05:12 AM UTC
Fixes have been applied to ensure call connectivity for all customers. We will continue to monitor the call platform to ensure continued operation. For any further issues, please contact the ServiceDesk as per normal.
- resolved Oct 13, 2023, 04:32 AM UTC
Issue has now been resolved and permanent fixes have been applied. Services have returned to normal operation.