SharpenCX incident

Sharpen Database Availability Issue - IZ1 - 19DEC24

Major Resolved View vendor source →

SharpenCX experienced a major incident on December 19, 2024 affecting Inbound Voice, lasting 3h 42m. The incident has been resolved; the full update timeline is below.

Started
Dec 19, 2024, 03:04 PM UTC
Resolved
Dec 19, 2024, 06:47 PM UTC
Duration
3h 42m
Detected by Pingoru
Dec 19, 2024, 03:04 PM UTC

Affected components

Inbound Voice

Update timeline

  1. identified Dec 19, 2024, 03:04 PM UTC

    We are currently investigating an issue where Call Flows using SharpenDB2 for data dips are failing, resulting in inbound interaction failures or routing misbehavior. We have identified the issue and are working with our vendor to resolve.

  2. identified Dec 19, 2024, 05:02 PM UTC

    Corrective actions/efforts are still underway with our vendor (AWS) -- where the underlying database communication issue has been identified. We'll proceed with validation efforts and post further updates to this status page, as soon as restoration has been achieved.

  3. identified Dec 19, 2024, 05:53 PM UTC

    In collaboration with AWS we have identified a path to resolution. We expect resolution within 4 hours and will be providing hourly updates as we progress.

  4. monitoring Dec 19, 2024, 06:32 PM UTC

    A fix has been implemented and we are monitoring the results.

  5. resolved Dec 19, 2024, 06:47 PM UTC

    This incident has been resolved.