Spare experienced a notice incident on September 10, 2026 affecting AI-Voice, lasting 40m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- resolved Sep 10, 2026, 08:19 PM UTC
We have fully resolved the service disruption that impacted our AI Voice feature between 2:00 PM and 2:55 PM CST today. During this window, users may have been unable to access or utilize AI Voice services. Our Engineering team has successfully implemented a solution and monitored the system to ensure full stability. The feature is now fully recovered and operating normally. We truly appreciate your patience and understanding while we worked to restore this service.
- postmortem Sep 17, 2026, 02:30 PM UTC
SPARE LABS INC. CONFIDENTIAL PROPERTY # Spare Incident Report ## September 10, 2026 \(AI Voice\) ### Executive Summary On September 10, 2026, Spare's AI Voice phone service was unavailable for approximately 40 minutes, from 12:13 PM to 12:51 PM PT. Riders who called an AI Voice line were routed to the call center instead of being served by the automated voice assistant. No other parts of the platform were affected, and service was restored at 12:51 PM PT. ### Incident Details Shortly after 12:13 PM PT, callers to AI Voice lines could not establish a connection with the automated assistant and were transferred directly to the call center. We traced the failure to the maximum number of simultaneous AI Voice sessions being reached on our voice platform, which caused new call connections to be rejected. Raising that limit restored service at 12:51 PM PT. ### Cause The AI Voice service reached its session concurrency limit on our voice platform, so new call connections could not be established until the limit was increased. ### Resolution We increased the limit on simultaneous AI Voice sessions, after which calls connected normally again and the service was confirmed working. ### Timeline All times are in Pacific Time \(PT\). * 12:13 pm: AI Voice callers could no longer reach the automated assistant and were routed to the call center. * 12:44 pm: Incident declared and investigation started. * 12:51 pm: Concurrency limit raised; AI Voice service restored and verified. ### Next Steps * Adding monitoring and alerting on connection failures with our voice platform so any recurrence is detected and acted on quickly. * Reviewing AI Voice concurrency limits against expected call volumes so adequate headroom is maintained at peak. We are sorry for the disruption. Riders who use the AI Voice line expect it to answer, and on September 10 it did not for about 40 minutes. That also pushed more calls to the call center and meant some callers waited longer than they should have. We are putting the safeguards above in place so a limit like this cannot take the line down again.