SharpenCX experienced a minor incident on August 12, 2024 affecting Sharpen Q and Sharpen Q, lasting 6h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 12, 2024, 07:27 PM UTC
We are aware of an issue impacting caller ID names displaying as "Unknown Caller". This is an expected fallback for a name lookup failure with our carrier. We are currently working with our vendor to resolve.
- identified Aug 12, 2024, 07:50 PM UTC
Our vendor has identified the cause of this incident and is working towards a resolution.
- monitoring Aug 12, 2024, 09:14 PM UTC
Our vendor has implemented a resolution and is currently monitoring results.
- resolved Aug 13, 2024, 01:27 AM UTC
Since 3:39 PM EDT, we have observed about 90% recovery from our CNAM carrier, resulting in a small amount experiencing the original "Unknown caller" symptom. We extended the monitoring period in anticipation of 100% recovery within normal business hours, but it has not yet been observed. We continue to request updates from our carrier in effort to expedite full resolution. Since the observed impact is now below our Severity 4 impact levels, we are resolving this notification and resuming updates with individually impacted customers. Should you have continued concerns regarding this impact, open a support request at support.sharpencx.com