SharpenCX Outage History

SharpenCX is up right now

There were 2 SharpenCX outages since February 19, 2026 totaling 24h 38m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.sharpencx.com

Major February 20, 2026

IZ1 - Classic Logic Routing Issues

Detected by Pingoru
Feb 20, 2026, 02:48 PM UTC
Resolved
Feb 20, 2026, 09:13 PM UTC
Duration
6h 24m
Affected: Inbound Voice
Timeline · 5 updates
  1. investigating Feb 20, 2026, 02:48 PM UTC

    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.

  2. investigating Feb 20, 2026, 05:51 PM UTC

    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.

  3. identified Feb 20, 2026, 06:24 PM UTC

    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.

  4. monitoring Feb 20, 2026, 07:12 PM UTC

    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.

  5. resolved Feb 20, 2026, 09:13 PM UTC

    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.

Read the full incident report →

Minor February 19, 2026

Call Quality and Latency Degradation

Detected by Pingoru
Feb 19, 2026, 05:50 PM UTC
Resolved
Feb 20, 2026, 12:04 PM UTC
Duration
18h 14m
Affected: Sharpen QInbound Voice
Timeline · 15 updates
  1. investigating Feb 19, 2026, 05:50 PM UTC

    We are currently investigating reports of degraded call quality affecting some customers, intermittently. The following behaviors have been reported beginning around 12:00 PM ET: - Delays (up to 25+ seconds) between a call connecting and the interaction appearing in the agent interface - Dead air on inbound calls prior to ringing and after agent answer - Calls populating in queue but experiencing delays before being assigned to an agent - Absence of hold music for callers waiting in queue - Inability to place calls on hold Our team is actively investigating the cause. We will provide an update as soon as additional information is available. Affected: Voice interactions

  2. investigating Feb 19, 2026, 06:23 PM UTC

    We are continuing to investigate the issue and have all necessary resources engage to resolve the issue as soon as possible.

  3. investigating Feb 19, 2026, 06:55 PM UTC

    We are continuing to investigate this issue.

  4. investigating Feb 19, 2026, 07:25 PM UTC

    We are continuing to investigate this issue.

  5. investigating Feb 19, 2026, 07:57 PM UTC

    Thank you for your continued patience. We are continuing to investigate the issue with all necessary resources involved. The problem is localized, but thus far our remediation efforts have not sufficiently remediated impact. We are continuing to explore all options to resolve the issue.

  6. investigating Feb 19, 2026, 08:27 PM UTC

    We are continuing to investigate this issue.

  7. investigating Feb 19, 2026, 08:59 PM UTC

    We are continuing to investigate this issue.

  8. investigating Feb 19, 2026, 09:34 PM UTC

    Thank you for your continued patience. We continue to aggressively address the intermittent service degradation impacting call connection times (agent-caller delay) and interface responsiveness. We will continue to pursue resolution as soon as possible.

  9. investigating Feb 19, 2026, 10:18 PM UTC

    We are continuing to investigate the issue. We're receiving additional reports of some users experiencing intermittent 504 Gateway timeout errors. We are including this symptom in our investigation as it likely shares the same root cause.

  10. investigating Feb 19, 2026, 10:49 PM UTC

    We are continuing to investigate this issue. We have introduced 1 fix and are working on another which we expect will improve performance.

  11. investigating Feb 19, 2026, 11:22 PM UTC

    Our initial fix is showing significant effectiveness, drastically improving the timeliness of Sharpen Q voice interaction related interactions. Call delivery, answer times, and interaction call controls should mostly be restored at this point. We've identified an additional fix which will bring further improvements shortly.

  12. investigating Feb 19, 2026, 11:54 PM UTC

    We are continuing working through our second fix and will update this page when it is complete.

  13. investigating Feb 20, 2026, 01:22 AM UTC

    We are continuing to monitor and test to validate improvement following our recent 2 fixes.

  14. investigating Feb 20, 2026, 02:23 AM UTC

    Data, Monitoring, and testing has confirmed recent fixes have resolved this issue.

  15. resolved Feb 20, 2026, 12:04 PM UTC

    This issue was resolved at 9:25 PM ET 2026-02-19. Our status page mechanism encountered an issue at the time of us marking resolution. This is retroactive conclusion of the incident.

Read the full incident report →

Looking to track SharpenCX downtime and outages?

Pingoru polls SharpenCX's status page every 5 minutes and alerts you the moment it reports an issue — before your customers do.

  • Real-time alerts when SharpenCX reports an incident
  • Email, Slack, Discord, Microsoft Teams, and webhook notifications
  • Track SharpenCX alongside 5,000+ providers in one dashboard
  • Component-level filtering
  • Notification groups + maintenance calendar
Start monitoring SharpenCX for free

5 free monitors · No credit card required