Spruce Health incident
[RESOLVED] Spruce inbox inaccessible; inbound calls impacted
Spruce Health experienced a critical incident on March 11, 2025 affecting Web App and Mobile Apps and 1 more component, lasting 3h 32m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Mar 11, 2025, 07:00 PM UTC
We are investigating an issue with unavailability of the Spruce platform
- monitoring Mar 11, 2025, 07:18 PM UTC
The platform has recovered and we are continuing to monitor.
- resolved Mar 11, 2025, 10:20 PM UTC
The Spruce application was inaccessible across desktop, web, iOS, and Android from 11:48 AM PT to 12:02 PM PT on March 11, 2025 due to an unexpected database issue. User Impact during this time: - The Spruce Inbox was unavailable to patients and providers - Outbound calls, SMS, video calls, and secure messages failed - Inbound calls failed with an error message to the caller. Most call events were delivered to the Inbox with a 10-15 minute delay, but a few were not and are being manually addressed - Inbound SMS and faxes were delayed by a 10-15 minutes We are working with our cloud infrastructure provider to determine the root cause of the database issue and exploring ways to prevent similar incidents in the future.