SharpenCX incident
IZ0 - Inbound Voice Logic+ calls result in dead air/ IZ0|IZ1 Inbound Emails do not enter queue
SharpenCX experienced a major incident on November 14, 2025 affecting Inbound Voice and Email and 1 more component, lasting 9h 39m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 14, 2025, 01:08 PM UTC
We are currently aware of the following symptoms in our IZ0 isolation zone - Inbound voice calls delivered through Logic+ result in dead air - Inbound emails do not enter queue In our IZ1 isolation zone Inbound emails do not enter queue We have all necessary resources engaged and are working to restore service as soon as possible.
- identified Nov 14, 2025, 01:27 PM UTC
We have identified the fault for both symptoms and are working through remediation steps now. We are targeting resolution within the next 30 minutes.
- identified Nov 14, 2025, 01:43 PM UTC
Inbound voice through Logic+ in IZ0 is now resolved. We are continuing working through the fix for inbound email failure.
- identified Nov 14, 2025, 02:00 PM UTC
We are continuing our efforts to resolve the inbound email fault. The fault is still properly understood, and we continue working through diligent corrective actions to restore service as soon as possible. Emails which have not been delivered during this impact will not be lost, and we expect them to queue up when this fault is resolved.
- identified Nov 14, 2025, 02:22 PM UTC
We are continuing working on a fix for the email issue and have all necessary resources involved to resolve as soon as possible. Thank you for your patience.
- identified Nov 14, 2025, 02:44 PM UTC
We have identified a new option for recovery and are working through implementation steps now.
- identified Nov 14, 2025, 03:23 PM UTC
We have attempted a fix, which yielded positive progress, but we are still working on a complete fix. Thank you for your patience as we continue our investigation.
- identified Nov 14, 2025, 03:49 PM UTC
We are continuing to work on a fix for this issue.
- identified Nov 14, 2025, 04:19 PM UTC
We have identified a new path for resolution and are orchestrating a fix now.
- identified Nov 14, 2025, 04:47 PM UTC
We are continuing our investigation. The root cause remains understood, but our attempted changes, allowing the proper communication between our Email service and Sharpen Q, have not yet allowed for the services to properly regain expected communication. We will continue to work diligently until this is resolved.
- identified Nov 14, 2025, 05:19 PM UTC
We have engaged additional resources from our Cloud Service provider to accelerate resolution.
- identified Nov 14, 2025, 05:50 PM UTC
We have an alternative fix ready for deployment and are initiating shortly.
- identified Nov 14, 2025, 06:30 PM UTC
We are continuing to work on a fix for this issue.
- identified Nov 14, 2025, 07:54 PM UTC
We are continuing to work on a fix for this issue.
- identified Nov 14, 2025, 08:32 PM UTC
We have identified a new path for resolution and are working to build a new fix. We are targeting a fix within the hour.
- identified Nov 14, 2025, 09:22 PM UTC
We are continuing to work on a fix for this issue.
- monitoring Nov 14, 2025, 09:34 PM UTC
We have introduced a fix and are seeing some recovery. We are validating expected email functionality now.
- monitoring Nov 14, 2025, 09:56 PM UTC
We have achieved partial recovery. If emails are forwarded to the Sharpen queue email address, functionality is restored. However, if the sharpen queue email address is included within a distribution group, you are likely still seeing failures. This symptom was confirmed using Microsoft Exchange distribution groups. If you have the ability to forward directly to email addresses, you will experience recovery. The team continues to work toward a full fix regardless.
- identified Nov 14, 2025, 09:56 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Nov 14, 2025, 10:09 PM UTC
A fix has been implemented to our IZ0 isolation zone. We are working on propagating it to our IZ1 isolation zone now.
- resolved Nov 14, 2025, 10:48 PM UTC
This incident has been resolved. Both IZ0 and IZ1 are working as expected.