Spruce Health Outage History

Started Sep 01, 2026, 04:00 PM UTC· resolved Sep 01, 2026, 10:18 PM UTC

1. monitoring Sep 01, 2026, 05:57 PM UTC

   Between 9:00 AM and 10:27 AM PT, an outage at one of our upstream telecommunications providers affected calling and message delivery on Spruce. During this window: * Calling: Some inbound and outbound calls failed to connect. Affected inbound calls were routed to voicemail where a voicemail greeting was configured. Affected outbound calls failed with an error indicating the call could not be placed. * Inbound SMS: Some incoming text messages were delayed. * Voicemail: Some voicemails were delayed in appearing in Spruce. Spruce itself remained available throughout. Teammates could sign in, access their conversations, and send messages as normal. Outbound text messages sent during this period were all eventually delivered. Our provider has confirmed their systems are operating normally, and we have seen normal calling and message delivery on Spruce since 10:27 AM PT. We're sorry for the disruption and are actively monitoring to ensure that the system remains fully operational.

2. monitoring Sep 01, 2026, 10:17 PM UTC

   We have confirmation from our telecommunications partner that their systems are fully operational. We are noticing the same on our end.

3. resolved Sep 01, 2026, 10:18 PM UTC

   We have confirmation from our telecommunications partner that their systems are fully operational. We are noticing the same on our end.

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Started Aug 24, 2026, 07:00 PM UTC· resolved Aug 25, 2026, 12:00 AM UTC

1. identified Aug 28, 2026, 05:02 PM UTC

   This is a retroactive update for an incident that occurred on August 24, 2026. The issue was identified around 12pm PT.

2. resolved Aug 28, 2026, 05:02 PM UTC

   Resolved — This incident has been resolved. On August 24, 2026, Spruce Inbox intermittently failed to reflect the current state of conversations in real time, across three separate periods. During these windows, conversations were delayed in appearing or updating in the inbox, and unread counts could also be inaccurate — the two symptoms didn't always occur together, so a conversation could lag even when the unread count looked correct, and vice versa. This did not affect the ability to make or receive calls, or to send and receive messages; the issue was limited to how the inbox displayed and refreshed that activity. The issue was caused by a bug in inbox indexing introduced by a recent programming language runtime upgrade. A fix was deployed at 5:10 PM PT on August 24, and the inbox has been refreshing normally since. Affected periods (all times PT, August 24, 2026): * 12:11 PM – 1:05 PM * 1:39 PM – 1:55 PM * 2:50 PM – 3:05 PM

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Started Jul 22, 2026, 01:47 PM UTC· resolved Jul 22, 2026, 05:35 PM UTC

1. investigating Jul 22, 2026, 01:47 PM UTC

   We are investigating an issue with loading leading the inbox in the web and mobile apps.

2. monitoring Jul 22, 2026, 01:59 PM UTC

   We noticed loading issues starting around 13:34 UTC. We identified the issue and implemented a fix. We are seeing the system recover and will continue to monitor to ensure that the system is stable.

3. resolved Jul 22, 2026, 05:35 PM UTC

   Users may have experienced problems loading the inbox in a 15 minute window starting around 13:34 UTC. We identified the issue and implemented a fix. The system is now stable, and this issue is resolved.

4. postmortem Jul 22, 2026, 07:33 PM UTC

   Some areas of the Spruce application were inaccessible across desktop, web, iOS, and Android from 6:34 AM PT to 6:50 AM PT on July 22, 2026, due to an infrastructure issue. ‌ User Impact during this time: * The Spruce inbox was unavailable to patients and providers. * Bulk messages and saved messages were unavailable for providers. * Inbound calls were not affected. * Inbound SMS messages, emails, and faxes were successfully delivered to the Spruce inbox during this time. ‌ We are working to determine the root cause of the service issue and exploring ways to prevent similar incidents in the future.

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Started Jul 20, 2026, 07:25 PM UTC· resolved Jul 24, 2026, 01:33 PM UTC

1. investigating Jul 20, 2026, 07:25 PM UTC

   We are currently investigating reports of slowness within the application. Some users may experience delays when loading pages or completing actions. We will provide an update as soon as we have more information.

2. investigating Jul 20, 2026, 07:25 PM UTC

   We are continuing to investigate this issue.

3. investigating Jul 20, 2026, 09:11 PM UTC

   We are continuing to investigate this issue.

4. investigating Jul 21, 2026, 05:48 PM UTC

   We have applied some initial fixes to help mitigate the impact, and are seeing some improvement. However, we are still working to identify the root cause of the issue. Our team continues to actively investigate, and we will provide another update as soon as we know more. We apologize for the ongoing inconvenience.

5. monitoring Jul 23, 2026, 09:43 PM UTC

   We have implemented a series of fixes to improve system stability and are currently monitoring the system.

6. resolved Jul 24, 2026, 01:33 PM UTC

   The intermittent performance issues have been resolved.

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Started Jul 02, 2026, 08:57 PM UTC· resolved Jul 02, 2026, 11:47 PM UTC

1. investigating Jul 02, 2026, 08:57 PM UTC

   We are currently investigating an issue that has caused the web and mobile applications to fail to load intermittently.

2. monitoring Jul 02, 2026, 10:41 PM UTC

   We identified an issue with our cloud service provider. We have taken action to resolve the issue and are now monitoring to ensure there are no further issues.

3. resolved Jul 02, 2026, 11:47 PM UTC

   This incident has been resolved.

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Started Jun 09, 2026, 07:31 PM UTC· resolved Jun 09, 2026, 11:30 PM UTC

1. investigating Jun 09, 2026, 07:31 PM UTC

   We are getting multiple reports of issues with calls ringing to VoIP Desk Phones and are actively investigating the issue.

2. identified Jun 09, 2026, 09:06 PM UTC

   We identified an issue with our telecommunications infrastructure provider that's affecting calls to VoIP Desk Phones. We've found a way to work around the issue such that calls start to work again. We'll post another update here shortly once the fix is rolled out.

3. monitoring Jun 09, 2026, 09:46 PM UTC

   We have rolled out a fix as of 2:41 PT. Incoming calls to VoIP Desk Phones should be functional now. There was no impact to incoming calls to cell phones or the Spruce application on mobile/computer via Internet Calling. We're continuing to monitor the platform to ensure that incoming calling is fully restored. We will continue to work with our telecommunications infrastructure partner to root cause the issue.

4. resolved Jun 11, 2026, 07:57 PM UTC

   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.

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Started Apr 06, 2026, 04:37 PM UTC· resolved Apr 06, 2026, 11:30 PM UTC

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.

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Started Jan 06, 2026, 04:04 PM UTC· resolved Jan 07, 2026, 08:55 PM UTC

1. investigating Jan 06, 2026, 04:04 PM UTC

   We are currently investigating issues with the Spruce service.

2. investigating Jan 06, 2026, 07:23 PM UTC

   We are continuing to investigate the platform stability issues. You may receive intermittent errors during this time. Thank you for your patience as we work to identify the root cause.

3. investigating Jan 07, 2026, 12:59 AM UTC

   We are continuing to investigate this issue.

4. monitoring Jan 07, 2026, 01:01 AM UTC

   We have implemented a fix for the issue and are currently monitoring. All Spruce services should be fully operational at this time.

5. resolved Jan 07, 2026, 08:55 PM UTC

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

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Started Dec 08, 2025, 11:23 PM UTC· resolved Dec 09, 2025, 12:32 AM UTC

1. investigating Dec 08, 2025, 11:23 PM UTC

   Some outbound faxes are currently failing to send due to an issue with our fax provider. We're monitoring and will update as we know more.

2. resolved Dec 09, 2025, 12:32 AM UTC

   The issue with outbound faxes is now resolved.

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Started Dec 05, 2025, 08:28 PM UTC· resolved Dec 07, 2025, 11:24 PM UTC

1. identified Dec 05, 2025, 08:28 PM UTC

   There is currently an issue with incoming MMS (SMS with attached media) from AT&T numbers. Some media (e.g. images) may be missing. Our upstream provider, Twilio, is investigating and working on a solution.

2. resolved Dec 07, 2025, 11:24 PM UTC

   This incident has been resolved.

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Started Oct 28, 2025, 06:49 PM UTC· resolved Oct 30, 2025, 04:18 AM UTC

1. investigating Oct 28, 2025, 06:49 PM UTC

   We're currently investigating issues accessing the Spruce platform. We're investigating and will update this page as we learn more

2. monitoring Oct 28, 2025, 06:58 PM UTC

   The issue has been resolved, and the platform is currently functional. Impact occurred between 11:33 AM and 11:48 AM PT. We’re continuing to investigate the root cause and will monitor closely in case the issue reoccurs.

3. resolved Oct 30, 2025, 04:18 AM UTC

   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.

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Started Oct 20, 2025, 07:41 AM UTC· resolved Oct 21, 2025, 04:31 AM UTC

1. investigating Oct 20, 2025, 07:41 AM UTC

   Our cloud provider AWS is experiencing a major outage that is affecting the ability to log into Spruce, and for us to route phone calls. All messages received during this time will be delivered when the system recovers. We are currently investigating the full impact.

2. investigating Oct 20, 2025, 09:06 AM UTC

   We are continuing to investigate workarounds, however our telephony infrastructure partner is also affected by the major AWS outage and as such cannot deliver phone calls or SMS to our system, so we cannot provide the typical backup system coverage that we are normally able to provide during a Spruce outage. AWS has reported that they have identified the root cause of the issue and are working on a resolution.

3. identified Oct 20, 2025, 10:33 AM UTC

   AWS has restored most service, and our telephony partner is beginning to restore service. The Spruce inbox is now accessible and secure messaging is working. Phone and SMS continue to be impacted. At this time we still expect that SMS sent and received during the outage will be delivered after our telephony partner's service has been restored.

4. monitoring Oct 20, 2025, 11:55 AM UTC

   We're seeing strong signs of recovery. Phone and video calls are now functional, and most users can once again send and receive SMS messages. Some delays in receiving SMS messages may still occur as our telephony partner continues their recovery efforts. Our team is closely monitoring the situation and will share additional updates as more information becomes available.

5. monitoring Oct 20, 2025, 01:14 PM UTC

   We're seeing recovery across all systems. Our telephony partner is still reporting that there could be elevated rates of dropped calls, and that SMS may be delayed, but the majority of calls and SMS are now working normally. We will continue to provide updated information here as it becomes available.

6. monitoring Oct 20, 2025, 02:17 PM UTC

   Our cloud provider AWS continues to experience operational issues which is delaying our recovery. Our system is currently working at partial capacity in servicing requests. Outbound fax and SMS are delayed. Inbound and outbound calls are functional without guarantees of full recovery yet. In general, you will continue to experience intermittent issues with Spruce given the limited capacity in which the platform is being serviced.

7. monitoring Oct 20, 2025, 02:28 PM UTC

   We have enabled the Spruce backup system (second time around during this incident) as of 7:21am PT. The backup system will help notify those that have subscribed to updates of any incoming calls and texts. You can learn more about the backup system here: https://help.sprucehealth.com/hc/en-us/articles/23003270604699-Spruce-Backup-System The Spruce inbox is intermittently loading at the moment.

8. monitoring Oct 20, 2025, 02:58 PM UTC

   Our cloud provider (AWS) is currently experiencing widespread issues that are impacting the availability and performance of the Spruce platform. We are closely monitoring the situation and working to restore full functionality. At this time, you may experience disruptions across multiple areas of Spruce, including loading the inbox, sending and receiving messages, calls, SMS, faxes, and video visits. Some features may work intermittently or with delays.

9. monitoring Oct 20, 2025, 03:45 PM UTC

   As of 8:05 AM PT, the Spruce inbox is loading and operational. Inbound and outbound calls, as well as video visits, are currently functional. There continue to be delays in processing inbound and outbound call events, SMS messages, faxes, and emails. Please note that AWS, our cloud provider, has not yet provided an update on their recovery. As a result, platform stability cannot be guaranteed at this time. We are continuing to monitor the situation closely and will share updates as they become available.

10. monitoring Oct 20, 2025, 05:37 PM UTC

    The Spruce inbox, as well as the ability to make and receive calls, send and receive secure messages, and conduct video visits, all remain currently functional. There continue to be significant, multi-hour delays in processing inbound and outbound call events, SMS messages, faxes, emails, and search-related updates. These delays have persisted for some time, and we are unable to increase processing capacity given the ongoing issues with our cloud provider, AWS. We are continuing to closely monitor the situation. While AWS has been providing updates, none have indicated signs of recovery. As a result, we cannot guarantee that services will remain stable until more progress is reported.

11. monitoring Oct 20, 2025, 06:30 PM UTC

    The Spruce inbox remains operational, and you can continue to make and receive calls, exchange secure messages, and conduct video visits. We are, however, experiencing additional delays in processing certain system events due to new issues reported by our cloud provider, AWS. Another part of their infrastructure that Spruce depends on has been impacted. • Push notifications: There is a delay in processing push notifications, which may prevent patients and providers from receiving real-time alerts for new messages or updates. • Backup system events: There is a delay in processing Spruce Backup system events, resulting in delayed delivery of email and SMS notifications related to inbound SMS and calls. In relative good news, we’ve been able to fully catch up and remain up to date with inbound SMS, email, and fax processing. Our team is now working to catch up on outbound SMS, call events, fax, and email in a similar manner. AWS continues to provide updates, but none have indicated signs of recovery yet. We are continuing to closely monitor the situation and will share updates as they become available.

12. monitoring Oct 20, 2025, 07:50 PM UTC

    Our systems are no longer experiencing delays in processing call events, outbound SMS, faxes, or emails. We have caught up on the backlog, and any previously delayed items should now appear in the inbox with a “delayed message” indicator. AWS has reported early signs of recovery, and we are also observing an increase in our system capacity as a result of prior scaling efforts. At this time, the Spruce inbox remains fully functional. Calls, secure messages, video visits, and related events are operating normally, and call events, emails, faxes, and SMS messages should now be delivered in a timely manner. There are still delays in processing push notifications and a backlog of search-related events. As a result, some users may experience delayed or missing push notifications, and search results or contact lists may appear stale or out of date. We are monitoring both areas closely to ensure that they continue to process and catch up over time. The backup system has been turned off now that there are no longer delays in processing inbound or outbound events. We will continue to closely monitor the situation to ensure the platform remains stable and fully restored.

13. monitoring Oct 20, 2025, 09:35 PM UTC

    We are seeing continued signs of recovery from AWS. Our push notification delivery system has caught up, and the Spruce Backup System has completed processing all pending notifications. Search-related events have also caught up, and the system is now running at its intended capacity to fully process requests. We are reviewing patient and provider accounts created during the outage period to ensure that all data is intact and consistent. Our communication infrastructure provider, Twilio, which also depends on AWS, continues to work toward full recovery. As they restore their services, inbound and outbound SMS may still experience delays, and call connections may occasionally be impacted. We are closely monitoring the recovery of both AWS and Twilio to ensure that Spruce remains fully operational and stable.

14. resolved Oct 21, 2025, 04:31 AM UTC

    AWS has confirmed full recovery of their services, and Twilio has also reported full restoration of functionality. All Spruce systems are operating normally. The inbox, calls, secure messaging, video visits, faxes, and SMS are functioning as expected, and notifications are being delivered in real time. With all systems stable and fully operational, we are considering this incident resolved. Summary: From 11:57 PM PDT on October 19 to 2:25 PM PDT on October 20, Spruce experienced platform-wide instability caused by a widespread AWS outage and a concurrent Twilio disruption. Three separate windows resulted in major outages when most Spruce services were unavailable: - 00:04 AM → 02:23 AM PDT - 07:12 AM → 08:04 AM PDT - 11:42 AM → 11:52 AM PDT During other periods, the platform was in a partial outage state, where functionality was degraded but not entirely down. The incident impacted the following areas of Spruce: - Inbox loading and conversation access - Sending and receiving secure messages, SMS, faxes, and emails - Call handling and voicemail - Video visits - Public API We will follow up with a detailed postmortem outlining root causes and mitigations.

15. postmortem Nov 12, 2025, 09:55 PM UTC

    ### Summary Between 11:57 PM PDT on October 19 and 2:25 PM PDT on October 20, Spruce experienced a platform-wide disruption due to a major AWS outage and a concurrent Twilio issue. There were three periods of major outage when most Spruce functionality was unavailable: * 00:04 AM → 02:23 AM PDT * 07:12 AM → 08:04 AM PDT * 11:42 AM → 11:52 AM PDT Outside these windows, the platform remained partially degraded. The outage affected inbox access, secure messaging, calls, SMS, faxes, emails, video visits, and the public API. Services already running on healthy AWS instances continued to function intermittently, but scaling and communication components were heavily impacted. ### Analysis The incident stemmed from widespread failures in AWS control-plane components \(including EC2 orchestration, DynamoDB, Lambda, and ECR\), preventing new ECS tasks from launching and disrupting core Spruce services. Twilio's concurrent outage compounded the impact, delaying or blocking call and message delivery. ### Next Steps In response, we've updated our on-call notification schedule for faster follow-the-sun escalations to our non-US engineers, and introduced process improvements and clearer communication practices to streamline incident response and keep users better informed. We're also evaluating backup system independence from AWS control-plane services and improvements to routing throughput and retry handling. These steps aim to improve both resilience and response speed for future large-scale incidents.

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Started Jun 18, 2025, 03:11 PM UTC· resolved Jun 18, 2025, 07:50 PM UTC

1. monitoring Jun 18, 2025, 03:11 PM UTC

   We have identified and fixed an issue with transferring calls to internal extensions where the call would be dropped. The call transfer failures began around 4:50 A.M. PDT and resolved around 7:50 A.M. PDT. These errors only occurred for transfers to extensions. Transfers to full 10 digit numbers continued to work properly. We are continuing to monitor the situation and expect transfers to extensions to be working correctly now.

2. resolved Jun 18, 2025, 07:50 PM UTC

   This issue has been resolved.

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Started Jun 05, 2025, 04:16 PM UTC· resolved Jun 05, 2025, 07:27 PM UTC

1. investigating Jun 05, 2025, 04:16 PM UTC

   As of 4:00 AM PT on June 5, 2025, we began observing issues with outbound SMS delivery affecting a subset of customers. This disruption is also impacting the delivery of verification codes required for account creation and login, and may be preventing the successful sending of secure messaging invites. Our engineering team is actively investigating the root cause. We will share updates here as we learn more.

2. identified Jun 05, 2025, 04:54 PM UTC

   Our telephony infrastructure partner has identified this to be a platform wide issue on their end. That being said, we are seeing a reduced rate of SMS delivery failures in the last hour. We're continuing to monitor the incident and are in active collaboration with our telephony partner to ensure that SMS delivery failures are under the expected limits.

3. monitoring Jun 05, 2025, 06:00 PM UTC

   SMS delivery failures are down and our telephony partner is working on resolving any final issues. We continue to monitor the situation and will update when full resolved.

4. resolved Jun 05, 2025, 07:27 PM UTC

   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.

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Started Mar 31, 2025, 03:10 PM UTC· resolved Mar 31, 2025, 07:09 PM UTC

1. identified Mar 31, 2025, 04:52 PM UTC

   Our telecommunications partner is experiencing issues with call routing. This has resulted in the inability to make or receive calls for some Spruce users. This issue started on March 31, 2025 around 8:10 A.M. PT and is ongoing.

2. monitoring Mar 31, 2025, 05:31 PM UTC

   Our telecommunications provider has implemented a fix, and we started seeing improvements around 9:45am PT. We are continuing to monitor the situation.

3. resolved Mar 31, 2025, 07:09 PM UTC

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

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Started Mar 28, 2025, 03:45 PM UTC· resolved Apr 01, 2025, 02:41 PM UTC

1. investigating Mar 31, 2025, 04:19 PM UTC

   Our telecommunications infrastructure partner has confirmed an issue in receiving SMS from AT&T mobile users in some cases. They are actively collaborating with AT&T to resolve this issue. This issue started on March 28, 2025 around 8:45 PT and is ongoing.

2. identified Mar 31, 2025, 04:20 PM UTC

   The issue has been acknowledged by our telecommunications infrastructure partner and they are actively collaborating with AT&T on resolving this issue.

3. monitoring Mar 31, 2025, 09:02 PM UTC

   We are observing successful SMS delivery when sending messages from the AT&T Network. We will continue to monitor to ensure full service recovery.

4. resolved Apr 01, 2025, 02:41 PM UTC

   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.

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Started Mar 11, 2025, 06:48 PM UTC· resolved Mar 11, 2025, 10:20 PM UTC

1. investigating Mar 11, 2025, 07:00 PM UTC

   We are investigating an issue with unavailability of the Spruce platform

2. monitoring Mar 11, 2025, 07:18 PM UTC

   The platform has recovered and we are continuing to monitor.

3. 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.

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Started Feb 13, 2025, 08:00 PM UTC· resolved Feb 19, 2025, 03:49 PM UTC

1. investigating Feb 17, 2025, 07:53 PM UTC

   We have been receiving multiple reports of users unable to reach Spruce phone numbers with area code 317. When dialing a 317-based Spruce phone number, the caller hears an automated message such as "Your call cannot be completed at this time." We received the first report of this issue on February 13. The impact of this issue is as follows: - Some providers are unable to make outbound calls via their Spruce phone number - Some patients are unable to reach Spruce phone numbers with are a code 317 If you're experiencing any such outbound/inbound call issues, please don't hesitate to reach out in-app via Spruce Support or email us at [email protected] We're actively working with our telecommunication infrastructure provider to get to bottom of this issue.

2. identified Feb 18, 2025, 02:04 AM UTC

   We're continuing to work with our telecommunications partner to get to the bottom of the call issues here. We'll provide an update tomorrow (February 18) once we have an update from them.

3. monitoring Feb 19, 2025, 12:28 AM UTC

   We've been working closely with our telecommunication infrastructure provider to get this issue resolved. As of 1:35pm PT today (February 18), we have started to see recovery with multiple practices confirming that calls that were previously are successfully routing to their Spruce phone number. We're continuing to monitor the situation to ensure it is fully resolved before considering this incident closed. We're also working with our telecommunications partner to understand the true root cause of the issue here.

4. resolved Feb 19, 2025, 03:49 PM UTC

   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.

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Started Feb 02, 2025, 05:36 PM UTC· resolved Feb 03, 2025, 12:26 PM UTC

1. identified Feb 02, 2025, 05:36 PM UTC

   We have identified an issue where contact lists are not loading for providers on Spruce. You can still search for all your contacts. We are working to resolve the issue but it will take us a few hours to put a fix in place. We will update this page as soon as we have a fix in place and have confirmed that contacts load.

2. resolved Feb 03, 2025, 12:26 PM UTC

   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].

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Started Jan 13, 2025, 09:48 PM UTC· resolved Jan 14, 2025, 12:12 AM UTC

1. investigating Jan 13, 2025, 09:48 PM UTC

   We are investigating an issue with outbound SMS, including verification codes. We will keep this ticket up to date as we learn more.

2. monitoring Jan 13, 2025, 11:13 PM UTC

   The issue here was with our telecommunications infrastructure partner that was experiencing delivery failures to a subset of phone numbers across multiple networks. They have reported that the issue is now resolved and they are seeing successful delivery of SMS messages to networks. We're continuing to work closely with them to ensure that the issue is truly resolved. 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].

3. resolved Jan 14, 2025, 12:12 AM UTC

   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].

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Started Nov 04, 2024, 06:24 PM UTC· resolved Nov 04, 2024, 09:35 PM UTC

1. investigating Nov 04, 2024, 06:24 PM UTC

   As of 10:12am PT, we are seeing calls and SMS impacted where inbound and outbound calls may be failing and SMS may be delayed. We're actively investigating this issue.

2. monitoring Nov 04, 2024, 06:41 PM UTC

   The issue was temporary and lasted from 10:12 am PT to 10:21 am PT. During this time, inbound and outbound calls were impacted for some organizations where inbound calls likely failed and a corresponding failed call events were posted. Outbound calls were also likely impacted for some organizations. Any inbound/outbound SMS, if delayed were eventually processed. We are continuing to monitor the situation to ensure that the platform is functioning normally. We are also continuing to investigate what caused the issue and how we can improve it for the future.

3. resolved Nov 04, 2024, 09:35 PM UTC

   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.

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Started Oct 24, 2024, 07:00 PM UTC· resolved Oct 25, 2024, 04:32 PM UTC

1. investigating Oct 24, 2024, 10:44 PM UTC

   We're seeing elevated latencies in indexing contacts, conversations and messages for the purpose of searching. This is resulting in potentially stale search results being returned when searching for contacts, conversations and messages or even when loading contact lists. This issue started around 12pm PT / 3pm ET and is ongoing. We're actively investigating the issue and will post updates here as soon as we have them. There is no impact to loading the Spruce inbox, making/receiving calls, exchanging SMS, email or fax on Spruce.

2. identified Oct 25, 2024, 12:47 AM UTC

   We have identified the issue and are working through a plan to fully resolve the issue. The latency for updates in the system to show up in the search results is ~15 minutes. We're working to see how we can improve this and fully resolve the issue.

3. resolved Oct 25, 2024, 04:32 PM UTC

   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.

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