VanillaSoft Outage History

Started Oct 13, 2025, 02:51 PM UTC· resolved Oct 13, 2025, 03:13 PM UTC

1. investigating Oct 13, 2025, 02:51 PM UTC

   We are investigating reports that some clients may be experiencing an issue affecting inbound calls with one of our carriers. Our team is actively investigating the cause and working with the carrier to resolve this as quickly as possible. Impact: This may result in abnormal delays or an inability to receive inbound calls for some users. Some call quality issues may also be present We will provide an update as soon as more information becomes available. If you have any questions or concerns, please reach out the Customer Support Team.

2. monitoring Oct 13, 2025, 03:01 PM UTC

   Our engineers have identified and resolved the inbound call issues. We will continue to monitor. If you are still encountering issues, please contact the Customer Support Team.

3. resolved Oct 13, 2025, 03:13 PM UTC

   The inbound dialing and quality issues are now resolved. Thank you for your patience and understanding.

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Started Aug 21, 2025, 04:09 PM UTC· resolved Aug 21, 2025, 06:44 PM UTC

1. investigating Aug 21, 2025, 04:09 PM UTC

   We are currently investigating reports that outbound calls are failing to establish. Some clients are experiencing dead air when attempting to place calls. Our engineering team is actively engaged and investigating the root cause. We will provide updates as more information becomes available. Please visit our status page at https://status.vanillasoft.com/ for up-to-date information.

2. identified Aug 21, 2025, 04:26 PM UTC

   Our engineers have identified the issue and are currently deploying and testing a fix. We will continue to monitor closely and provide updates as soon as we have confirmation of stability.

3. identified Aug 21, 2025, 04:52 PM UTC

   Our VoIP engineers are continuing to work on a resolution. We will continue to monitor closely and provide updates as soon as we have confirmation of stability. Thank you for your patience and understanding.

4. identified Aug 21, 2025, 05:15 PM UTC

   Our VoIP engineers are still working to fully restore calling. A configuration change is being prepared that is expected to improve stability, with resolution estimated within the next hour. We’ll share another update once we’ve confirmed results.For more information or to be kept up to date, please visit our status page: https://status.vanillasoft.com/

5. monitoring Aug 21, 2025, 06:43 PM UTC

   The dialing issue has now been fully resolved. All systems are operating normally. If you experience any further issues, please contact our Customer Support team: Phone: 972-200-0179, option 2 Email: [email protected] Live Chat: Available via the Support Portal We appreciate your patience while we worked to restore service.

6. resolved Aug 21, 2025, 06:44 PM UTC

   The dialing issue has now been fully resolved. All systems are operating normally. If you experience any further issues, please contact our Customer Support team: Phone: 972-200-0179, option 2 Email: [email protected] Live Chat: Available via the Support Portal We appreciate your patience while we worked to restore service.

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Started Aug 20, 2025, 04:47 PM UTC· resolved Aug 20, 2025, 07:09 PM UTC

1. monitoring Aug 20, 2025, 04:47 PM UTC

   Our engineers confirm a fix has been deployed. Although we have seen significant improvements, some, clients may still be experiencing intermittent issues including call failed to establish errors, dead air and call drops. The entire team is working on these issues and treating this as a high priority. Please continue to engage our customer support team. Thank you

2. monitoring Aug 20, 2025, 06:40 PM UTC

   Our engineers have implemented additional measures to bring us to resolution. Calls are working both inbound and outbound, please contact support if you continue to experience issues. We are continuing to monitor the situation closely.

3. resolved Aug 20, 2025, 07:09 PM UTC

   The inbound and outbound dialing issues are now resolved. Thank you. Should you experience any further issues, please contact our Customer Support Team.

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Started Aug 20, 2025, 01:34 PM UTC· resolved Aug 20, 2025, 03:58 PM UTC

1. investigating Aug 20, 2025, 01:34 PM UTC

   We are currently investigating reports that outbound calls are failing to establish. Some clients are experiencing dead air when attempting to place calls. Our engineering team is actively engaged and investigating the root cause. We will provide updates as more information becomes available.

2. identified Aug 20, 2025, 02:32 PM UTC

   Engineers continue to be engaged and have identified the root cause of the outbound call failures. Some clients are also reporting call quality issues when calls do connect. We understand the inconvenience these issues are causing, and we are working quickly towards a resolution. Thanking you in advance for your continued patience and understanding.

3. identified Aug 20, 2025, 03:09 PM UTC

   Our engineers have identified the issue and are currently deploying and testing a fix. We will continue to monitor closely and provide updates as soon as we have confirmation of stability. Again, thank you for your patience and understanding.

4. resolved Aug 20, 2025, 03:58 PM UTC

   The outbound dialing issue has now been fully resolved. All systems are operating normally. If you experience any further issues, please contact our Customer Support team: Phone: 972-200-0179, option 2 Email: [email protected] Live Chat: Available via the Support Portal We thank you for your understanding.

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Started Aug 01, 2025, 03:22 PM UTC· resolved Aug 01, 2025, 04:17 PM UTC

1. investigating Aug 01, 2025, 03:22 PM UTC

   GENERAL NOTICE- VoIP Portal Server Errors Please note that we are aware of the issue causing our VoIP Portal to present Internal server Error Messages. This is not service impacting. An error in some subsystems related to the presentation and consolidation of invoice data is causing certain fields in the Dashboard page of Clarity to fail to display. We are actively working with our engineers through resolution of the problem. For more information, please refer to our status page at https://status.vanillasoft.com/ Thank you for your patience. VanillaSoft Customer Support

2. resolved Aug 01, 2025, 04:17 PM UTC

   Please note that this issue is now resolved. Clients should be able to access the dashboard without issues. Thank you for your understanding. If issues persist, please contact our customer support team. VanillaSoft Customer Support

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Started Jun 12, 2025, 06:48 PM UTC· resolved Jun 12, 2025, 09:28 PM UTC

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.

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Started Apr 14, 2025, 07:09 PM UTC· resolved Apr 14, 2025, 07:44 PM UTC

1. investigating Apr 14, 2025, 07:09 PM UTC

   We are currently experiencing slowness and latency issues across the VanillaSoft platform. This may affect your ability to access certain features or result in delayed system responses. Our engineering team is actively investigating the root cause and working diligently to implement a resolution as quickly as possible. We sincerely apologize for the inconvenience this may cause and appreciate your patience and understanding as we work to restore optimal performance. We will continue to provide updates as more information becomes available. — The VanillaSoft Support Team

2. identified Apr 14, 2025, 07:21 PM UTC

   Our engineers have identified the root cause and are currently working on deploying a fix as soon as possible. We will continue to provide updates as more information becomes available. Once again, we appreciate your patience.

3. monitoring Apr 14, 2025, 07:32 PM UTC

   A fix has been deployed, and we are seeing improved performance on the VanillaSoft platform. We will continue to monitor. If you encounter any further issues, please contact our Customer Support Team. We apologize for any inconvenience this may have caused. Thank you VanillaSoft Customer Support Team.

4. resolved Apr 14, 2025, 07:44 PM UTC

   The slowness and latency issues are fully resolved. Thank you for your patience and understanding.

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Started Mar 03, 2025, 02:34 PM UTC· resolved Mar 03, 2025, 06:05 PM UTC

1. investigating Mar 03, 2025, 02:34 PM UTC

   We are currently investigating reports that some clients are unable to load their HUD through the Clarity Portal. Our engineers are engaged, and we will provide an update as soon as possible. We understand the urgency behind this and are actively working on a resolution. We apologize for the inconvenience and thank you for your patience

2. investigating Mar 03, 2025, 03:16 PM UTC

   We are continuing to investigate the cause of the HUD issues, which include HUD not loading and HUD groups not displaying for some clients. We are aware of the impacts to you and your business, and we appreciate your patience. If you have any questions, please reach out to our Customer Support team via chat or our contact center at 972-200-0179, option 2.

3. identified Mar 03, 2025, 03:43 PM UTC

   The team has identified the root cause and are working on a resolution. We apologize for the delays and appreciate your continued patience.

4. identified Mar 03, 2025, 05:02 PM UTC

   Clients are still reporting intermittent latency issues with loading HUD or HUD Groups. Some clients that are currently logged in are now stating that some of the HUD functionality such as supervised/blind transfers are not functional. Our engineering teams are continuing to work on resolving these issues and getting the service back and running as soon as possible. Thank you for your patience and we apologize for this continued disruption.

5. monitoring Mar 03, 2025, 05:33 PM UTC

   We have implemented a fix and are currently monitoring. If you are experiencing any further issues, please reach out to our Customer Support team via chat or at 972-200-0179, option 2. Thank you

6. resolved Mar 03, 2025, 06:05 PM UTC

   The HUD and HUD group, including some of the HUD functionality issues, have now been resolved. This also includes reports of latency issues related to logging into our VoIP portal and portal navigation. We apologize for the inconvenience and once again thank you for patience and understanding. If you encounter any further issues, please do not hesitate to reach out to our Customer Support Team.

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Started Jan 23, 2025, 10:39 PM UTC· resolved Jan 24, 2025, 12:38 AM UTC

1. investigating Jan 23, 2025, 10:39 PM UTC

   Our VoIP engineers are currently investigating an issue with Oracle Cloud affecting some of our Clarity services since around 4:20 PM EST (21:20 GMT). Some inbound and outbound calls may be impacted as a result of this outage. Some may also be experiencing "Failed to Establish" when attempting to place an outbound call. Our Engineering Team is currently working with the provider to bring the services back online.

2. investigating Jan 23, 2025, 10:42 PM UTC

   The VoIP engineers are still working on these issues. Click to Dial may be impacted; however, manual inbound and outbound dialing should still be working. We will continue to update as they become available. Thank you for your patience and understanding.

3. investigating Jan 24, 2025, 12:16 AM UTC

   Our engineers are still working towards a resolution with Oracle Cloud. We will continue to keep you updated. We apologize for any inconvenience this may cause.

4. resolved Jan 24, 2025, 12:38 AM UTC

   We received confirmation that all service are now operational. If you continue to experience issues, please contact our customer support team. Thank you

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Started Dec 02, 2024, 05:36 PM UTC· resolved Dec 02, 2024, 06:01 PM UTC

1. investigating Dec 02, 2024, 05:36 PM UTC

   Status Page Update: SMS and SMS Deliverability Issues Status: Investigating We are currently aware of an issue affecting SMS functionality and deliverability. Our team is actively investigating the root cause to resolve this matter as quickly as possible. Impact: Some clients may experience delays or failures in sending and receiving SMS messages. Deliverability rates for outgoing SMS may be lower than expected. We understand the importance of this service and apologize for any inconvenience this may cause. Further updates will be provided as we progress in our investigation and work toward resolution. Thank you for your patience and understanding. If you have any questions or concerns, please don’t hesitate to contact our support team or visit our status page for more updates. .

2. monitoring Dec 02, 2024, 05:55 PM UTC

   Our engineers have resolved the SMS and VM Drop issue. They will continue to monitor performance to ensure stability and deliverability. Thank you for your patience and understanding. We apologize for any inconveniences this may have caused.

3. resolved Dec 02, 2024, 06:01 PM UTC

   SMS Deliverability and Voicemail Drop Issues Resolved Status: Resolved We are pleased to inform you that the issues affecting SMS deliverability and Voicemail Drop functionality have been fully resolved. If you experience any further issues, please contact our support team for assistance. Thank you for your understanding

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Started Nov 13, 2024, 12:13 AM UTC· resolved Nov 13, 2024, 12:32 AM UTC

1. investigating Nov 13, 2024, 12:13 AM UTC

   We have received reports that some clients are unable to log into the VoIP Portal, unable to place or receive calls. Our VoIP engineers are currently investigating. We apologize for the inconvenience and thank you for your patience.

2. monitoring Nov 13, 2024, 12:19 AM UTC

   We have received an update from our VoIP engineers that the VoIP Portal is functional and calls are coming in. If you are still experiencing any issues, please contact the customer support team.

3. resolved Nov 13, 2024, 12:32 AM UTC

   Our VoIP engineers are now confirming that the Portal is operational and that calls are being placed and received without any issues. Again, we apologize for the inconvenience and thank you all for your patience and understanding. If you require any further assistance, please contact our customer support team.

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Started Oct 28, 2024, 06:34 PM UTC· resolved Oct 29, 2024, 01:06 PM UTC

1. investigating Oct 28, 2024, 06:34 PM UTC

   Our VanillaSoft VoIP Team is currently investigating reports that some VanillaSoft clients are unable to view or retrieve call recordings in their Clarity Portal. This issue was identified as a result of a load balancer failure affecting the Oracle database servers where the recordings are stored. We apologize for any inconvenience caused by this disruption and appreciate your patience as we worked to restore full service functionality. For further assistance, please reach out to our VanillaSoft support team.

2. investigating Oct 28, 2024, 07:47 PM UTC

   Our VanillaSoft VoIP team continues to investigate the cause of the inability to access call recordings on Clarity. Clients continue to experience issues accessing or retrieving call recordings due to an ongoing load balancer configuration issue affecting Oracle servers. Our teams are actively working to resolve this, but as of now, there is no estimated time for resolution (ETA). Current Update: Our VanillaSoft VoIP engineering teams have been investigating the root cause associated with the load balancer failure impacting connectivity to the Oracle database servers where call recordings are stored. The issue remains unresolved as we work on restoring full service. We apologize for the ongoing inconvenience and appreciate your patience as we work to resolve this issue. Our support teams are available for further assistance. Please stay tuned for additional updates.

3. resolved Oct 29, 2024, 01:06 PM UTC

   The issue impacting clients’ ability to view or retrieve call recordings due to a load balancer failure affecting Oracle servers has now been fully resolved. Clients can now access call recordings through the Clarity portal without disruption Clients should now be able to view and retrieve call recordings without any issues. If any residual issues are experienced, we recommend clearing the browser cache and refreshing the Clarity portal. For further assistance, please reach out to our support team.. We apologize for any inconvenience this incident may have caused and thank you for your patience as we worked toward resolution. For any remaining questions or concerns, please contact our support team.

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Started Oct 27, 2024, 02:07 PM UTC· resolved Oct 27, 2024, 05:34 PM UTC

1. investigating Oct 27, 2024, 02:07 PM UTC

   We are currently investigating with our VoIP engineers reports of SMS failing and VM Drops not sending. This is may be impacting some clients intermittently. For clients who are currently experiencing issues with VM Drop, there is a workaround. The current workaround would be to do manual VM Drop by dialing 99 then the number of the VM message you wish to send. (1-9). We are continuing to work with our engineers to resolve your issues. Thank you for your patience. Please reference the status page for more information.

2. investigating Oct 27, 2024, 02:32 PM UTC

   We continue to investigate the issues with our engineering team and partners. We are working quickly to resolve this issue. Reminder: For clients who are currently experiencing issues with VM Drop, there is a workaround. The current workaround would be to do manual VM Drop by dialing 99 then the number of the VM message you wish to send. (1-9). Thank you for your patience. Please reference the status page for more information.

3. identified Oct 27, 2024, 03:01 PM UTC

   The engineers have identified the cause of the issue and are currently working on implementing a fix. SMS and VM Drops may be working intermittently while the fix is being deployed. Once again, while the team is working diligently to resolve, please use the VM Drop workaround by dialing 99 then the number of the VM message you wish to send. (1-9). Thank you for your continued patience.

4. monitoring Oct 27, 2024, 03:23 PM UTC

   Our VoIP engineers have identified that there are currently intermittent issues with Oracle's systems and permission that is impacting SMS and VM Drop deliverability. SMS and VM Drop services are working; however, while Oracle is working on a resolution, you may experience some degradation of services. We will continue to actively monitor the situation. Thank you for your patience and understanding.

5. resolved Oct 27, 2024, 05:34 PM UTC

   The intermittent SMS and VM Drop deliverability issues have been resolved. It has been confirmed that these issues were caused by issues on the Oracle Cloud. We apologize for the inconvenience this outage may have caused. If any further issues arise, please contact our support team.

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