SFax Outage History

Started Mar 18, 2026, 01:18 PM UTC· resolved Mar 18, 2026, 09:10 PM UTC

1. investigating Mar 18, 2026, 01:18 PM UTC

   The Sfax service is experiencing degraded performance, which may cause delays in processing. This is under review, and updates will be provided as soon as possible.

2. monitoring Mar 18, 2026, 04:03 PM UTC

   The issue impacting the Sfax service has been identified and failover mitigation steps have been successfully deployed. Queues are being monitored as they continue to process and catch up, and additional information on full resolution will be provided as soon as it becomes available.

3. monitoring Mar 18, 2026, 06:41 PM UTC

   Service performance has stabilized, and is being monitored.

4. resolved Mar 18, 2026, 09:10 PM UTC

   Processing of message backlog has completed, and no delays are currently being observed. This incident is resolved.

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Started Jan 23, 2026, 05:43 PM UTC· resolved Jan 24, 2026, 02:05 AM UTC

1. investigating Jan 23, 2026, 05:43 PM UTC

   The Sfax platform is currently experiencing delays with Outbound transmissions. Our engineers have identified the impacted components and are investigating; updates will be provided as further information becomes available.

2. identified Jan 23, 2026, 07:55 PM UTC

   The source of the issue has been isolated as an internal notification service utilized in Outbound processing, and is only impacting a small subset of Sfax customers. The product engineering team is engaged and reviewing mitigation steps. There is currently no ETA for resolution, and further updates will be provided as soon as possible.

3. monitoring Jan 23, 2026, 10:29 PM UTC

   A fix has been implemented to mitigate delays in the notification service. Pending outbound fax notifications are now processing, and queues are being monitored.

4. resolved Jan 24, 2026, 02:05 AM UTC

   The issue has been resolved, and all queues have now returned to zero. Outbound transmissions are now processing at the expected levels.

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Started Dec 08, 2025, 11:41 PM UTC· resolved Dec 16, 2025, 02:17 PM UTC

1. investigating Dec 08, 2025, 04:44 PM UTC

   The Sfax Web Portal is experiencing degraded performance, which can impact user ability to access the site, login, or navigate reliably. This is currently under review, and updates will be provided as soon as possible.

2. investigating Dec 08, 2025, 05:48 PM UTC

   Our engineers are continuing to review the ongoing issue, and additional evidence indicates that inbound and outbound transmission may also be impacted. The incident is being upgraded to an outage.

3. investigating Dec 08, 2025, 09:28 PM UTC

   Performance has improved in both processing and portal navigation, but is still below expected levels. Review is ongoing.

4. investigating Dec 08, 2025, 11:03 PM UTC

   A failing switch has been identified as the cause of the incident, which has been corrected. Sfax portal behavior has stabilized, and backlogged faxes are now processing. Performance is being monitored.

5. monitoring Dec 08, 2025, 11:41 PM UTC

   Updating incident status to monitoring for current review.

6. monitoring Dec 09, 2025, 02:06 AM UTC

   Performance continues to improve, with inbound faxing now processing in real-time and outbound faxing processing through queues. Performance and current outbound delays are being monitored.

7. investigating Dec 09, 2025, 02:41 PM UTC

   Inbound and Outbound processing are below the expected levels of performance, and Sfax portal login and navigation are also impacted. Engineers are reviewing.

8. identified Dec 09, 2025, 07:55 PM UTC

   A specific component of the Sfax platform has been identified as the point of failure and is currently under review. At this time, Sfax portal performance has stabilized, and Outbound faxes are processing, with queues catching up to current traffic. Inbound processing remains stopped for testing.

9. monitoring Dec 09, 2025, 11:42 PM UTC

   The cause of today's performance issues has been identified and corrected, and all functionality has been restored. Outbound and inbound queues are currently processing and are expected to be caught up within the next few hours. Queues are being monitored.

10. investigating Dec 10, 2025, 02:48 PM UTC

    Portal login issues have been reported and are being reviewed. Processing impact is also being tested, and we will provide further updates based on the results.

11. investigating Dec 10, 2025, 03:24 PM UTC

    Engineers are reviewing increased delays to Inbound and Outbound processing.

12. identified Dec 10, 2025, 08:09 PM UTC

    An issue specific to portal performance has been identified as impacting Inbound and Outbound processing. Inbound and Outbound transmission has been restored, and queued faxes are being processed. Sfax portal login is currently unavailable.

13. identified Dec 11, 2025, 12:48 PM UTC

    Additional logging and review mechanisms have been added to the platform for troubleshooting. At this time, portal logins and inbound and outbound are performing at nominal levels. We are monitoring as peak hours begin to approach, and will continue to diagnose and update.

14. identified Dec 11, 2025, 01:21 PM UTC

    Portal login is currently unavailable. Inbound and Outbound processing continue to operate at nominal performance levels. Engineering teams continue to review.

15. identified Dec 12, 2025, 02:23 PM UTC

    Engineers have identified a set of queries and resource contention as the primary cause of the ongoing performance degradation, and work continues to address the impacted components. A secondary issue impacting customers leveraging the Sfax API, which was causing a "Cover Page Failed to Render Properly" error when attempting to send outbound faxes - this has been resolved, and API processing should have returned to nominal levels. Portal login remains a critical area of impact, and is currently unavailable.

16. identified Dec 13, 2025, 12:20 AM UTC

    As a part of our efforts to resolve the Sfax Portal application performance issues, the system (API and Portal) will be offline for an emergency upgrade between the hours of 9PM - 11PM Pacific time on Friday December 12, 2025. We sincerely apologize for the inconvenience and the business impact you have felt while we work to resolve the ongoing issues.

17. monitoring Dec 13, 2025, 02:39 PM UTC

    Emergency maintenance was completed successfully, and performance is being monitored. At this time, the Portal is active and available, and fax traffic is processing in real-time. Our teams will continue to review, and performance will be monitored as traffic increases.

18. monitoring Dec 15, 2025, 02:54 PM UTC

    Inbound and Outbound processing are being closely monitored as traffic increases through the morning, with performance remaining within expected levels. Sfax portal availability and performance are also being tested further, with no issues currently reported. The team will continue to review throughout the day, and additional updates will be provided if the situation changes.

19. monitoring Dec 15, 2025, 04:40 PM UTC

    Levels continue to report as nominal for fax processing and Sfax portal performance as volume has increased through the morning. Monitoring will be ongoing throughout the day.

20. resolved Dec 16, 2025, 02:17 PM UTC

    Performance has remained stable across all components of the Sfax platform, and this incident is being marked as Resolved. A Root Cause Analysis report is underway and will be made available by request upon completion.

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Started Dec 03, 2025, 05:58 PM UTC· resolved Dec 04, 2025, 02:29 AM UTC

1. investigating Dec 03, 2025, 05:58 PM UTC

   The sFax Web Portal is experiencing degraded performance, which can impact user ability to access the site, login, or navigate reliably. This is currently under review, and updates will be provided as soon as possible.

2. monitoring Dec 03, 2025, 08:52 PM UTC

   Performance has been restored to expected levels and is being monitored.

3. resolved Dec 04, 2025, 02:29 AM UTC

   This incident has been resolved.

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Started Sep 24, 2025, 08:18 PM UTC· resolved Sep 24, 2025, 09:17 PM UTC

1. investigating Sep 24, 2025, 08:18 PM UTC

   Sfax Inbound traffic is experiencing degraded performance, potentially causing delays in processing inbound faxes. At this time, the issue appears to be isolated to a small subset of numbers. This is behavior is under review, and updates will be provided as soon as they are available.

2. monitoring Sep 24, 2025, 08:40 PM UTC

   The issue has been identified and resolved. Queues are being monitored.

3. resolved Sep 24, 2025, 09:17 PM UTC

   All queues have cleared, and performance has been restored to nominal levels. The incident has been resolved.

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Started Aug 29, 2025, 07:17 PM UTC· resolved Aug 29, 2025, 08:25 PM UTC

1. investigating Aug 29, 2025, 07:17 PM UTC

   Outbound delays have been identified when sending via the Sfax Print Driver. This issue is currently being reviewed, and updates will be provided as soon as possible.

2. monitoring Aug 29, 2025, 07:33 PM UTC

   The issue has been identified, and the corresponding service has been restarted. Queued messages are now being processed and monitored.

3. resolved Aug 29, 2025, 08:25 PM UTC

   All queues have cleared, and outbound processing is no longer experiencing any delay. Incident resolved.

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Started Jul 08, 2025, 04:34 PM UTC· resolved Jul 08, 2025, 07:29 PM UTC

1. investigating Jul 08, 2025, 04:34 PM UTC

   Intermittent outbound transmission delays have been reported and are currently under review. Updates will be provided as soon as possible.

2. monitoring Jul 08, 2025, 05:41 PM UTC

   The issue has been resolved, and queued outbound messages are now being processed. Queues are being monitored, and the initial cause is being reviewed.

3. resolved Jul 08, 2025, 07:29 PM UTC

   The impacted job causing the outbound delays has been identified, and all outbound queues have now cleared. This incident is being set as Resolved.

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Started Apr 28, 2025, 08:11 PM UTC· resolved May 01, 2025, 01:10 PM UTC

1. investigating Apr 28, 2025, 08:11 PM UTC

   Intermittent issues with image quality for received faxes have been reported, and investigation is currently under way.

2. monitoring Apr 29, 2025, 12:16 AM UTC

   A back-end service has been restarted, and testing indicates the issue has been resolved. We are continuing to monitor and establish further confirmation from impacted sites.

3. resolved May 01, 2025, 01:10 PM UTC

   The update to apply the permanent fix for this behavior has completed, and impacted users have confirmed the problem is resolved.

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Started Apr 24, 2025, 04:04 PM UTC· resolved Apr 25, 2025, 01:38 AM UTC

1. investigating Apr 24, 2025, 04:04 PM UTC

   The Sfax API is experiencing degraded performance, which may cause processing delays or temporary interruption. This is under review and updates will be provided as soon as possible.

2. identified Apr 24, 2025, 05:43 PM UTC

   An issue impacting incoming fax notifications has been identified, and mitigation steps are underway.

3. identified Apr 24, 2025, 06:44 PM UTC

   Mitigation is ongoing, and identification of impacted notifications is in progress.

4. identified Apr 24, 2025, 08:12 PM UTC

   Notifications have been restored for newly received faxes, and identification of impacted faxes received during outage period has been completed. Notification resubmission for impacted faxes is in progress.

5. identified Apr 24, 2025, 09:50 PM UTC

   Transmission has been confirmed restored for incoming faxes. Progress on resubmission of notifications for faxes received during outage period continues.

6. monitoring Apr 25, 2025, 12:26 AM UTC

   All impacted fax notifications have been resubmitted and processed, and no further impact has been observed. Systems are being monitored.

7. resolved Apr 25, 2025, 01:38 AM UTC

   Fax delivery has been confirmed as restored to nominal levels.

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Started Apr 23, 2025, 07:00 PM UTC· resolved Apr 23, 2025, 07:00 PM UTC

1. resolved Apr 24, 2025, 03:51 PM UTC

   An issue relating to a scheduled maintenance event with the Sfax API has been identified, causing the potential for duplication of inbound faxes in certain conditions. This has been resolved.

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