Sherweb experienced a major incident on May 8, 2026 affecting General and General and 1 more component, lasting 2h 25m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 08, 2026, 11:15 AM UTC
We are currently investigating an issue impacting our PurelyHR services . Impact Level: Investigating Current Progress: Our engineering team has been mobilized and is actively investigating the problem to determine the root cause and restore service. Next update : We will provide an update within 60 minutes.
- investigating May 08, 2026, 11:35 AM UTC
This is an update regarding the ongoing disruption to PurelyHR Support. Impact Level: Investigating PurelyHR Support is currently experiencing an issue with our phone service (1‑844‑402‑6557), and incoming calls may not connect. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Workaround: Our support team remains available by email at [email protected]. Next Update: We will continue to monitor the status of service incident and will provide our next update by 12:40 pm ET.
- identified May 08, 2026, 12:30 PM UTC
This is an update regarding the ongoing disruption to PurelyHR Support. Impact Level: Performance Degraded You may currently be experiencing issues when attempting to call our PurelyHR Support team through our toll free line: 1‑844‑402‑6557 Current Progress: Our team has identified the potential cause as a misconfigured setting and is currently implementing a fix. Workaround: While we work to fully resolve this issue, you can temporarily bypass the problem by emailing our PurelyHR support team at [email protected]. Next Update: We will continue to monitor the implementation and will provide our next update by 13:29.
- monitoring May 08, 2026, 12:45 PM UTC
This is an update regarding the ongoing disruption to PurelyHR Support services. Impact Level: Recovering You should now be able to reach our PurelyHR Support team via phone at 1‑844‑402‑6557 and by email at [email protected]. Current Progress: Our Team has implemented the fix, and we are monitoring the service closely to ensure stability and confirm that the issue is fully resolved. Workaround: While we work to fully resolve this issue, if you experience any difficulty connecting by phone, you can continue to reach our PurelyHR Support team via email at [email protected]. Next Update: We will continue to monitor the fix implemented and will provide our next update by 1:45 pm ET .
- resolved May 08, 2026, 01:40 PM UTC
The issue affecting PurelyHR Support has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully updated our services to enable calls to be routed to the PurelyHR Support team at 12:45 pm ET, and we have verified that system stability has returned. Next Steps: We are conducting a thorough analysis to understand why this happened and to implement safeguards preventing it from occurring again. If you are still experiencing service-related issues, please contact our support team for further assistance via email at [email protected].