Incident Closure - CloudPBX

Update timeline

1. investigating Jul 23, 2026, 07:10 PM UTC

   We are currently investigating an issue impacting Cloud PBX 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.

2. investigating Jul 23, 2026, 08:11 PM UTC

   This is an update regarding the ongoing disruption to CloudPBX. Impact Level: Major Outage You may currently be experiencing issues making or receiving calls through our CloudPBX services. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Workaround: While we work to fully resolve this issue, customers with a failover configuration can continue receiving inbound calls, provided calls are not being forwarded to another CloudPBX number. Outbound calling remains unavailable at this time. Next Update: We will continue to monitor the status of service incident and will provide our next update by 21:15 on the 2026-07-23.

3. investigating Jul 23, 2026, 08:58 PM UTC

   This is an update regarding the ongoing disruption to CloudPBX. Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Next Update: We will continue to monitor the status of service incident and will provide our next update by 22:15 EDT on the 2026-07-23.

4. identified Jul 23, 2026, 09:56 PM UTC

   This is an update regarding the ongoing disruption to CloudPBX. Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: Our team has identified the potential cause and is working with a third-party vendor to restore the services. Next Update: We will continue to monitor the implementation and will provide our next update by 23:15 EDT on the 2026-07-23.

5. monitoring Jul 23, 2026, 10:27 PM UTC

   This is an update regarding the ongoing disruption to CloudPBX. Impact Level: Recovering You should now be able complete inbound and outbound calls through the CloudPBX services. The management portal should also be available to you. 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. Next Update: We will continue to monitor the fix implemented and will provide our next update by 16:00 EDT on the 24th of July.

6. monitoring Jul 24, 2026, 12:56 AM UTC

   This is an update regarding the ongoing disruption to CloudPBX. Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: The fix deployed by the third party didn't resolved successfully the services and the services is currently back into an unstable state. Our team is currently working with a third-party vendor to restore the services. Next Update: We will continue to monitor the implementation and will provide our next update by 2:00 EDT on the 2026-07-24.

7. monitoring Jul 24, 2026, 02:09 AM UTC

   This is an update regarding the ongoing disruption to CloudPBX. Impact Level: Recovering You should now be able complete inbound and outbound calls through the CloudPBX services. The management portal should also be available to you. Current Progress: Our Team has worked with the third-party vendor to resolve the issue and we are monitoring the service closely to ensure stability and confirm that the issue is fully resolved. Next Update: We will continue to monitor the fix implemented and will provide our next update by 16:00 EDT on the 24th of July.

8. identified Jul 24, 2026, 07:03 AM UTC

   This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: The fix implemented by the third-party vendor did not fully resolve the incident, and the affected services have returned to an unstable state. Our team is actively working with the vendor to restore service and implement a permanent resolution. Next Update: We will continue to monitor the implementation and will provide our next update by 8:00 EDT on the 24th of July .

9. identified Jul 24, 2026, 08:01 AM UTC

   This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while full service functionality is restored. Current Progress: The fix implemented by the third-party vendor did not fully resolve the incident, and the affected services have returned to an unstable state. Our team is actively working with the vendor to restore service and implement a permanent resolution. Next Update: We will continue to monitor the implementation and will provide our next update by 9:00 EDT on the 24th of July .

10. identified Jul 24, 2026, 08:50 AM UTC

    This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while full service functionality is restored. Current Progress: We are actively working with the third-party vendor responsible for this service to investigate the issue and restore service stability. The affected services remain in a Major Outage state while mitigation and recovery efforts continue. Next Update: We will continue to monitor the implementation and will provide our next update by 10:00 EDT on the 24th of July .

11. identified Jul 24, 2026, 09:55 AM UTC

    This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while full service functionality is restored. Current Progress: We are actively working with the third-party vendor responsible for this service to investigate the issue and restore service stability. The affected services remain in a Major Outage state while mitigation and recovery efforts continue. You can contact our support team to discuss available failover options and, where applicable, have inbound calls redirected to an alternate phone number. Next Update: We will continue to monitor the implementation and will provide our next update by 11:00 EDT on the 24th of July .

12. identified Jul 24, 2026, 10:50 AM UTC

    This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while full service functionality is restored. Current Progress: We are continuing to work with the third-party vendor responsible for this service to investigate the issue and restore service stability. Customers can contact our support team via email at [email protected] to discuss available failover options and have inbound calls redirected to an alternate phone number. Next Update: We will continue to monitor the implementation and will provide our next update by 12:00 EDT on the 24th of July.

13. identified Jul 24, 2026, 11:56 AM UTC

    This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while full service functionality is restored. Customers may also experience longer-than-usual wait times or lines dropping when contacting our support team by phone. If possible, we encourage you to reach out to our support team via email or through the customer portal. Current Progress: We are continuing to work with the third-party vendor responsible for this service to investigate the issue and restore service stability. Customers can contact our support team via email at [email protected] to discuss available failover options and have inbound calls redirected to an alternate phone number. Next Update: We will continue to monitor the implementation and will provide our next update by 13:00 EDT on the 24th of July.

14. identified Jul 24, 2026, 01:00 PM UTC

    This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while full service functionality is restored. Customers may also experience longer-than-usual wait times or lines dropping when contacting our support team by phone. If possible, we encourage you to reach out to our support team via email or through the customer portal. Current Progress: We are continuing to work with the third-party vendor responsible for this service to investigate the issue and restore service stability. Customers can contact our support team via email at [email protected] to discuss available failover options and have inbound calls redirected to an alternate phone number. Next Update: We will continue to monitor the implementation and will provide our next update by 14:00 EDT on the 24th of July.

15. identified Jul 24, 2026, 01:57 PM UTC

    This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while full service functionality is restored. Customers may also experience longer-than-usual wait times or lines dropping when contacting our support team by phone. If possible, we encourage you to reach out to our support team via email or through the customer portal. Current Progress: We are continuing to work with the third-party vendor responsible for this service to investigate the issue and restore service stability. An email communication was sent out to the impacted partners related to this issue. Customers can contact our support team via email at [email protected] to discuss available failover options and have inbound calls redirected to an alternate phone number if required. Next Update: We will continue to monitor the implementation and will provide our next update by 15:00 EDT on the 24th of July.

16. identified Jul 24, 2026, 02:55 PM UTC

    This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while full service functionality is restored. Customers may also experience longer-than-usual wait times or lines dropping when contacting our support team by phone. If possible, we encourage you to reach out to our support team via email or through the customer portal. Current Progress: We are continuing to work with the third-party vendor responsible for this service to investigate the issue and restore service stability. Next Update: We will continue to monitor the implementation and will provide our next update by 19:00 EDT on the 24th of July, or sooner if new information becomes available or service conditions change.

17. identified Jul 24, 2026, 03:11 PM UTC

    This is an update regarding the ongoing disruption to CloudPBX. Impact Level: Major Outage Customers may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Current Progress: Our third-party vendor is actively implementing a fix to restore full service functionality. We are closely monitoring the deployment and its impact on service performance. Early observations indicate an improvement in the success rate of inbound and outbound calls; however, the affected portal remain unavailable at this time. Next Update: We will continue to monitor the fix implemented and will provide our next update by 19:45 EDT on the 24th of July, or sooner if new information becomes available or service conditions change.

18. monitoring Jul 24, 2026, 05:01 PM UTC

    This is an update regarding the ongoing disruption to CloudPBX. Impact Level: Recovering Customers should now be able to place and receive calls successfully. We are closely monitoring the vendor's ongoing implementation to ensure service stability and full restoration of all affected services. Current Progress: The vendor, working in collaboration with their ISP, has implemented a fix and is continuing restoration efforts to ensure all services are fully operational. We have confirmed that inbound and outbound calling functionality has been restored. Our team is actively monitoring the service to verify stability and confirm that services return to full functionality. Next Update: We will continue to monitor the fix implemented and will provide our next update by 21:00 EDT, or sooner if new information becomes available or service conditions change.

19. monitoring Jul 24, 2026, 09:00 PM UTC

    This is an update regarding the ongoing disruption to CloudPBX. Impact Level: Recovering Customers should now be able to place and receive calls successfully. We are closely monitoring the vendor's ongoing implementation to ensure service stability and full restoration of all affected services. Current Progress: The vendor, working in collaboration with their ISP, has implemented a fix and is continuing restoration efforts to ensure all services are fully operational. We have confirmed that inbound and outbound calling functionality has been restored. Our team is actively monitoring the service to verify stability and confirm that services return to full functionality. Next Update: We will continue to monitor the fix implemented and will provide our next update by 1:00 EDT on the 25th of July, or sooner if new information becomes available or service conditions change.

20. identified Jul 25, 2026, 01:00 AM UTC

    This is an update regarding the ongoing disruption to CloudPBX. Impact Level: Recovering Customers should now be able to place and receive calls successfully. We are closely monitoring the vendor's ongoing implementation to ensure service stability and full restoration of all affected services. Current Progress: The vendor, working in collaboration with their ISP, has implemented a fix and is continuing restoration efforts to ensure all services are fully operational. We have confirmed that inbound and outbound calling functionality has been restored. Our team is actively monitoring the service to verify stability and confirm that services return to full functionality. Next Update: We will continue to monitor the fix implemented and will provide our next update by 9:00 EDT on the 25th of July, or sooner if new information becomes available or service conditions change.

21. investigating Jul 25, 2026, 06:54 AM UTC

    This is an update regarding the ongoing disruption to CloudPBX. Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: The fix deployed by the third party didn't resolved successfully the services and the services is currently back into an unstable state. Our team is currently working with a third-party vendor to restore the services. Next Update: We will continue to monitor the implementation and will provide our next update by 11:00 EDT on the 2026-07-25.

22. investigating Jul 25, 2026, 09:00 AM UTC

    This is an update regarding the ongoing disruption to CloudPBX. Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: The fix deployed by the third party didn't resolved successfully the services and the services is currently back into an unstable state. Our team is currently working with the third-party vendor to restore the services and ensure stability. Next Update: We will continue to monitor the implementation and will provide our next update by 13:00 EDT on the 2026-07-25.

23. investigating Jul 25, 2026, 01:00 PM UTC

    This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: Our team is currently working with the third-party vendor to restore the services and ensure stability. Next Update: We will continue to monitor the implementation and will provide our next update by 17 :00 EDT on the 2026-07-25, or sooner if new information becomes available or service conditions change.

24. investigating Jul 25, 2026, 04:00 PM UTC

    This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: Our team is currently working with the third-party vendor to restore the services and ensure stability. Next Update: We will continue to monitor the implementation and will provide our next update by 19 :00 EDT on the 2026-07-25 , or sooner if new information becomes available or service conditions change.

25. investigating Jul 25, 2026, 06:47 PM UTC

    This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: Our team is currently working with the third-party vendor to restore the services and ensure stability. Next Update: We will continue to monitor the implementation and will provide our next update by 23:00 EDT on the 2026-07-25 , or sooner if new information becomes available or service conditions change.

26. investigating Jul 25, 2026, 11:00 PM UTC

    This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: Our team is currently working with the third-party vendor to restore the services and ensure stability. Next Update: We will continue to monitor the implementation and will provide our next update by 7 :00 EDT on the 2026-07-26 , or sooner if new information becomes available or service conditions change.

27. identified Jul 26, 2026, 06:44 AM UTC

    This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: Our team is currently working with the third-party vendor to restore the services and ensure stability. Next Update: We will continue to monitor the implementation and will provide our next update by 11:00 EDT on the 2026-07-26 , or sooner if new information becomes available or service conditions change.

28. monitoring Jul 26, 2026, 09:34 AM UTC

    This is an update regarding the ongoing disruption to CloudPBX. Impact Level: Recovering Customers should now be able to place and receive calls successfully. We are closely monitoring the vendor's ongoing implementation to ensure service stability and full restoration of all affected services. Current Progress: The vendor has implemented a fix and is continuing restoration efforts to ensure all services are fully operational. We have confirmed that inbound and outbound calling functionality has been restored. Our team is actively monitoring the service to verify stability and confirm that services return to full functionality. Next Update: We will continue to monitor the fix implemented and will provide our next update by 16:00 EDT on the 26th of July, or sooner if new information becomes available or service conditions change.

29. monitoring Jul 26, 2026, 03:52 PM UTC

    This is an update regarding the ongoing disruption to CloudPBX. Impact Level: Recovering Customers should now be able to place and receive calls successfully. We are closely monitoring the vendor's ongoing implementation to ensure service stability and full restoration of all affected services. Current Progress: We have confirmed that inbound and outbound calling services have been restored. Our team is actively monitoring to verify service stability and ensure all functionalities return to normal operation. Next Update: We will continue to monitor the fix implemented and will provide our next update by 16:00 EDT on the 27th of July, or sooner if new information becomes available or service conditions change.

30. monitoring Jul 27, 2026, 04:00 PM UTC

    This is an update regarding the ongoing disruption to CloudPBX. Impact Level: Recovering Customers should now be able to place and receive calls successfully. We are closely monitoring the vendor's ongoing implementation to ensure service stability and full restoration of all affected services. Current Progress: We have confirmed that inbound and outbound calling services have been restored. Our team is actively monitoring to verify service stability and ensure all functionalities return to normal operation. Next Update: We will continue to monitor the fix implemented and will provide our next update by 16:00 EDT on the 28th of July, or sooner if new information becomes available or service conditions change.

31. resolved Jul 28, 2026, 03:45 PM UTC

    The issue affecting CloudPBX has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully confirmed that services were restored by the vendor on Saturday, July 25 at 11:52 PM EST, and we have verified that system stability has returned. Next Steps: We are conducting a thorough Root Cause Analysis (RCA) to understand why this happened and to implement safeguards preventing it from occurring again. We will share the post-incident report with you by Tuesday, August 4. If you are still experiencing service-related issues, please contact our support team for further assistance.

32. resolved Aug 03, 2026, 03:40 PM UTC

    Below is the post-incident report for the service disruption on July 23, 2026, including what happened, the cause, and the steps taken to prevent recurrence. Summary Date of Incident: July 23, 2026 Duration of Outage: 52 hours, 42 minutes – July 23, 2026 at 19:10 to July 25, 2026 at 23:52 EDT Maximum Impact Level: Major Outage Services Impacted: CloudPBX, including inbound and outbound calling, device registration, and the customer management portal Client Impact: Customers may have been unable to place or receive calls, register SIP devices, access voicemail-related services, or access the CloudPBX customer management portal. Services also experienced intermittent instability during recovery efforts. Technical Root Cause The Cloud PBX service interruption on July 23rd resulted from a large-scale distributed denial-of-service (DDoS) attack targeting the infrastructure of one of our third-party suppliers. This event, external to Sherweb and beyond our reasonable control, temporarily affected service availability. Our teams worked with the supplier concerned to restore service as quickly as possible. Resolution Timeline All times are in EDT. 19:10, July 23: Incident detected through monitoring alerts and service validation checks. Sherweb initiated its incident response process and contacted the third-party service provider 22:25, July 23: Services were back online, and the incident was moved to monitoring. 23:44, July 23: Monitoring indicated that services were no longer responding. 01:57, July 24: Services were confirmed functional again, though instability continued. 04:52–05:30, July 24: Services fluctuated between operational and unavailable. 07:00, July 24: The provider confirmed they were mitigating a large-scale attack affecting their services. 15:00, July 24: Inbound and outbound calling began working again, while the portal remained unavailable. 16:30, July 24: The management portal became accessible again and monitoring continued. July 25: Additional instability occurred while mitigation work continued. 23:52, July 25: Full service was restored. Since then, CloudPBX services remained operational without further interruptions as we have continued to monitor the services. Preventative Measures To prevent or reduce the impact of a similar issue in the future, the following measures were identified: To help reduce the impact of similar incidents in the future, we are working with our third-party provider to implement corrective and preventive actions. These efforts focus on improving threat detection, response coordination, and customer communications, while incorporating lessons learned from this incident into our ongoing improvement process. If you are still experiencing service-related issues, please contact our support team for further assistance.