VanillaSoft incident

Temporary Service Disruption Customer Support Call Centre-Phone Lines

Notice Resolved View vendor source →

VanillaSoft experienced a notice incident on June 12, 2025, lasting 2h 40m. The incident has been resolved; the full update timeline is below.

Started
Jun 12, 2025, 06:48 PM UTC
Resolved
Jun 12, 2025, 09:28 PM UTC
Duration
2h 40m
Detected by Pingoru
Jun 12, 2025, 06:48 PM UTC

Update timeline

  1. investigating Jun 12, 2025, 06:48 PM UTC

    Our telephony provider for our call centre is currently experiencing a temporary service disruption. Their engineers are currently investigating the cause. Your Customer Support team is still available via email ([email protected]) or by chat via your support portal on the VanillaSoft platform. Thanking you in advance for your patience during this service disruption. VanillaSoft Customer Support

  2. identified Jun 12, 2025, 07:24 PM UTC

    The engineers have identified the issue and a fix is being implemented.

  3. identified Jun 12, 2025, 07:46 PM UTC

    Update - We are aware of a widespread Google Cloud outage that began on June 12, 2025. As our Contact Centre relies on Google Cloud for certain functionalities, this outage is currently impacting our services. What’s Happening? According to reports from Downdetector and other sources, this global outage is affecting numerous platforms that depend on Google’s infrastructure, including our Contact Centre due to issues with Google’s Identity and Access Management services. This has caused widespread disruptions for businesses worldwide. Our Response Our team is actively monitoring the situation and working closely with Google to ensure services are restored as quickly as possible. Google is addressing the issue, and we are committed to keeping you informed as updates become available. What You Can Do Stay updated on the outage via our status Status Page at https://status.vanillasoft.com We understand how critical our customer support team is to your business, and we sincerely apologize for the inconvenience caused by this outage. As a reminder, our team is ready to serve you via email at [email protected] or chat via our support portal. Once again, thank you all for your patience and understanding. VanillaSoft Support

  4. identified Jun 12, 2025, 07:46 PM UTC

    We are continuing to work on a fix for this issue.

  5. identified Jun 12, 2025, 09:27 PM UTC

    We received confirmation that our Contact Centre is fully operational. Thank you for your patience and understanding during this critical outage. VanillaSoft Support

  6. resolved Jun 12, 2025, 09:28 PM UTC

    This incident has been resolved.