SharpenCX had 13 outages in the last 2 years totaling 91h 41m of downtime — averaging 0.5 incidents per month.
There were 13 SharpenCX outages since October 20, 2025 totaling 91h 41m of downtime. Each is summarised below — incident details, duration, and resolution information.
We are currently investigating an issue with SharpenQ in the IZ1 isolation zone causing performance degradation. Long call connection lengths and one way audio may be experienced.
A fix has been implemented and we are currently monitoring the performance of SharpenQ.
This incident has been resolved.
We're currently investigating an issue affecting inbound calling in the IZ1 environment. Some customers may experience failed or dropped inbound calls during this time. Our team is actively working to identify the root cause. We'll post an update as soon as we have more information.
We've identified the issue affecting inbound calls to Classic Logic on IZ1 and applied a fix. Calls should be working again, and we're continuing to monitor to confirm full stability.
Inbound calls routed to Classic Logic on IZ1 saw dead silence starting around 5:42 PM ET. Our team traced this to a database performance issue affecting voice processing and had it fixed by 6:56 PM ET. Calls are back to normal now.
We are aware of an incident preventing outbound calls from completeting in Sharpen Q. We are working with all avaiilable resources to resolve.
Outbound Dialing in SharpenQ has been resolved and we are continuing to monitor for stability.
This incident has been resolved.
Our engineering teams are aware of an infrastructure issue that is impacting call routing, WebRTC connectivity for users, and various page navigation efforts (Insights, Admin pages, Logic configuration editors, etc). We have pin-pointed the fault zone and have all necessary resources engaged to restore services as quickly as possible.
Our engineering teams are actively working through corrective actions, and further status updates will be provided as a resolution timeline is established.
The corrective action has been deployed in our infrastructure, and all identified service fault-zones have been addressed. Insights reporting, call routing, and WebRTC connection are now responsive and behaving in the expected fashion. We're actively monitoring with our engineering team. If you're continuing to see impact, please reach out to the Care Team via your existing support case!
Validation testing performed across the application suite has confirmed recovery to all impacted systems. In the event you are still encountering lingering effects tied to interaction routing, WebRTC connectivity problems, or an inability to access a specific configuration page within the app - please reach out to our Care Team for further assistance!
We're currently investigating an issue for IZ1 customers, where Inbound routes pointed to a Classic Logic configuration are experiencing unexpected disconnects. We're actively able to reproduce the problem and are working to restore service as soon as possible.
An attempted remediation effort was made to address calls dropping in Classic Logic. While that did have the expected outcome, a second new set of symptoms were introduced. This includes delays in calls routing to agents in SharpenQ, and delays when agents attempt to connect to the interaction. Our teams are continuing to investigate with all available resources.
We've identified the underlying issue and are working with our internal teams to get a fix deployed across our Production environment. We're targeting a comprehensive roll-out for our infrastructure in the next 30 minutes. Further updates will follow as soon as corrective actions have been fully implemented.
The corrective changes have been made across our infrastructure, and we're actively monitoring the system/running health-checks. The expectation is that call routing through Classic Logic, call audio/quality, and interaction handling behavior should be considerably improved for impacted users.
Service health-checks and sustained monitoring of our call routing systems have shown recovery to the platform. Validation testing across Classic Logic configurations or inbound routes that send calls directly to queue are routing in a timely fashion. In the event you have users still encountering connection issues, please reach out to the Care Team with examples of the misbehavior.
Users of the Sharpen platform in IZ0 are likely experiencing a variety of symptoms mostly impacting Sharpen Q and Insights. Our teams are engaged working to resolve the issue as soon as possible.
Sharpen Q has been restored. We are now working on restoring Insights defects and expect recovery shortly.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently investigating a failure to load Insights Dashboards
A fix has been implemented and we are monitoring the results. A refresh of the Insights dashboard will be necessary to restore functionality.
This incident has been resolved.
Starting at approximately 8PM Eastern, users in the Queue application are experiencing a "Could not place call" error in the UI. We're aware of the problem and actively engaged with our engineering teams to restore functionality as quickly as possible. Further updates will be provided as soon as we have recovery actions identified.
Outbound calling was restored at 9:26PM Eastern, and all monitoring/validation testing since that time has consistently shown recovered call processing behavior. In the event you're still experiencing an issue, please reach out to the Care Team!
As part of the wide-ranging impact that various technical vendors are experiencing (as part of this Amazon Web Services disruption), the Sharpen team is tracking a variety of issues across our platform that involve: - Delayed interaction routing/connectivity behavior - Inability to place outbound calls - Web Chat functionality inconsistencies - SharpenDB querying or data-return issues - Missing or unresponsive interaction control buttons in the Queue interface Our teams are actively working to update the application, in order to address service dependencies or availability issues throughout the platform. We'll continue to update this tracking item as more zones of impact are identified.
We are continuing our efforts to work through these issues - focusing on ways to avoid impacted AWS end-points/services. As certain features are restored to an operational status, we'll continue to update this tracking item.
This incident has been resolved as of 6:53 PM Eastern time upon the conclusion of the AWS incident. Our teams continue to monitor for any additional impact.
Due to an outage with our cloud service provider, the SharpenDB end-point is experiencing degraded availability and is not able to consistently return data. Navigating to the Sharpen Admin --> config tab --> SharpenDB container may show a "Zero Tables Found" error, and various DB lookups (initiated through Classic Logic, Logic+, or through Query API) may not return any results. We've engaged with our cloud service provider and are working on restoring functionality for SharpenDB as quickly as possible. Updates will follow as additional details or restoration timelines are identified.
Our cloud service provider (AWS) has isolated the source of the network connectivity/end-point misbehavior, and are actively working towards resolution. We don't yet have a recovery timeline to share, but will provide further status updates when stability returns to effected services.
Our Development Team has performed an update to circumvent some of the dependencies/communication issues being experienced with our cloud services provider (AWS). We're performing validation testing for SharpenDB's access and querying capabilities, and are seeing a restoration in availability for that portion of the platform. Please test at your discretion, as we continue to make updates and improve platform stability.
This unique tracking items is being closed out, in preference of centrally tracking known areas of impact through a general tracking item (that ties back to the identified service interruption with cloud service provider AWS). Further updates on SharpenDB performance, API end-point engagement, and any other newly identified fault-zones will be communicated using our general tracking item hosted on the Status Page.
Due to a outage with a cloud service provider, the Sharpen Service desk is experiencing reachability issues. The SharpenCare team is still reachable via phone or chat, however web tickets cannot be viewed or submitted. We are monitoring updates from our service provider for resolution.
This incident has been resolved with the resolution on the AWS outage at 6:53 PM Eastern Time. Our team has validated the restoration of this service.