Spruce Health incident

[RESOLVED] Delayed inbound messages (call, sms, email, fax)

Minor Resolved View vendor source →

Spruce Health experienced a minor incident on April 6, 2026 affecting Phone Call Routing and SMS Routing, lasting 6h 53m. The incident has been resolved; the full update timeline is below.

Started
Apr 06, 2026, 04:37 PM UTC
Resolved
Apr 06, 2026, 11:30 PM UTC
Duration
6h 53m
Detected by Pingoru
Apr 06, 2026, 04:37 PM UTC

Affected components

Phone Call RoutingSMS Routing

Update timeline

  1. investigating Apr 06, 2026, 04:37 PM UTC

    We are investigating an issue with delayed inbound call events. The issue seems to have started at 8am PT. We'll update this page as we learn more.

  2. investigating Apr 06, 2026, 04:58 PM UTC

    We are starting to see recovery in the processing of inbound messages (SMS, calls, email fax). The following activities were *NOT* impacted: - Inbound/outbound phone and video call connections - Outbound SMS delivery - Outbound Fax delivery - Secure message exchange

  3. monitoring Apr 06, 2026, 05:17 PM UTC

    All inbound SMS, call, fax, and email messages have been delivered successfully. Delivery rates have returned to normal and we are continuing to monitor. We are also investigating the root cause of the message delivery backlog and will provide an update once identified.

  4. monitoring Apr 06, 2026, 07:31 PM UTC

    We have identified the root cause as an unexpected increase in inbound message volume and have scaled our capacity accordingly. Delivery is back to normal and we are continuing to monitor to confirm the issue is fully resolved.

  5. resolved Apr 06, 2026, 11:30 PM UTC

    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.