Spruce Health Outage History

This incident is fully resolved. From 11:30am to 2:30pm PT on June 9th, incoming calls did not ring Spruce VoIP Desk Phones. The cause was a malformed SIP header that Spruce was sending to our telecommunications infrastructure provider, which caused those calls to fail. Spruce corrected the header formatting, restoring normal call routing by 2:30pm PT. We then monitored through 4:30pm PT to confirm full restoration before closing the incident.

The system is fully operational at this time. We have increased capacity to ensure that we're able to process inbound communication without delivery delays.

The incident has been resolved. All Spruce systems should be fully operational at this time.

The issue with outbound faxes is now resolved.

This incident has been resolved.

The issue has been resolved, and the platform is fully functional. Impact occurred between 11:33 AM and 11:48 AM PT. We’ve identified the root cause and will be discussing ways to reduce the likelihood of similar issues in the future.

This issue has been resolved.

The issue has been fully resolved, and we are no longer observing any SMS message delivery failures. Impacted message delivery occurred between 4:00 AM PT and approximately 11:00 AM PT on June 5, 2025. All systems are now operating normally. We appreciate your patience and understanding.

Our partner has resolved the issue. All inbound and outbound phone calls are expected to operate normally.

The system is operating as normal. Our telecommunications infrastructure partner has informed us that the issue with inbound SMS messages from the AT&T Network to a subset of Spruce phone numbers has been resolved. It began March 28, 2025 around 8:45 PT and was resolved March 31, 2025 around 1:00 PT. We will continue to monitor.

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.

We have more reports coming in of successful call routing to Spruce phone numbers with 317 area code. We're considering this incident resolved. If you continue to experience issues with callers unable to reach your 317 area code Spruce phone numbers, please don't hesitate to reach out to us at [email protected] or via the Spruce Support conversation in-app.

The issue preventing contact lists from loading for providers on Spruce has been resolved. Contacts are now loading as expected, and search remains fully functional. We appreciate your patience while we worked on the fix. If you continue to experience issues with contacts loading, please don't hesitate to reach out over the Support thread in-app or via email at [email protected].

If you continue to experience deliverability issues with SMS, please don't hesitate to reach out over the Support thread in-app or via email at [email protected].

The system is operating as normal. This seems to have been an intermittent underlying issue with our telecom infrastructure provider which we are continuing to investigate and requesting updates on.

Search latency is back to a normal state as of 2am PT / 5 am ET October 25, 2024. We have a good understanding of what happened here and are looking into ways we can reduce the likelihood of a similar situation in the future. Customer impact was from ~12pm PT / 3pm ET on October 24, 2024 to 2am PT / 5 am ET where search results were stale for conversation, contact and contact list querying. There was no impact to the Spruce inbox, exchanging of calls, SMS, secure messaging, email, video calls or fax on the platform.

This incident has been resolved.

The system has recovered after the increase capacity. There should no longer be a delay in messages showing up in the Spruce inbox. The customer impact was from 07:20 PT - 10:40 PT on Sept 3 2024.

The root cause of this outage was the deployment of new code that attempted to manage the transferring of calls to international numbers. The code incorrectly made the assumption that the “to” identifier for the transfer was always a phone number and attempted to parse it as such. In reality this “to” information can also be SIP and Client identifiers. Failing to parse the numbers and treating that failure as a hard failure for the call resulted in the transfer flows failing.