IR27430 - System Maintenance failure responses from Salesforce

Update timeline

1. investigating Sep 16, 2026, 09:00 AM UTC

   We are aware of issues that may be impacting some Vonage customers' Salesforce integration due to a Salesforce outage that is affecting multiple regions. Salesforce incident tracking link: https://status.salesforce.com/incidents/20004433 We’ll provide further updates within 1 hour. Thank you for your patience and understanding. If you have any questions, please contact https://www.vonage.com/support/

2. investigating Sep 16, 2026, 10:06 AM UTC

   Following an outage reported by Salesforce, we are monitoring the impact on Vonage services. We are working closely with the Salesforce team as they work to resolve the issue. We'll continue to provide further updates within 3 hours. Thank you for your patience and understanding. If you have any questions, please contact https://www.vonage.com/support/

3. investigating Sep 16, 2026, 12:53 PM UTC

   Following an outage reported by Salesforce, we continue to monitor the impact on some Vonage services. We are closely engaged with the Salesforce team as they work to resolve the issue. We'll continue to provide further updates within 3 hours. Thank you for your patience and understanding. If you have any questions, please contact https://www.vonage.com/support/

4. investigating Sep 16, 2026, 01:39 PM UTC

   Following an outage reported by Salesforce, they determined that the rollout didn't fully complete for a number of instances, and some customers may still be experiencing the original issue. Salesforce is reapplying the fix now and some customers may need to clear cached data or restart their session for full recovery. We'll continue to provide further updates within 3 hours. Thank you for your patience and understanding. If you have any questions, please contact https://www.vonage.com/support/

5. investigating Sep 16, 2026, 03:17 PM UTC

   Following an outage reported by Salesforce, they are seeing signs of recovery and many customers are coming out of impact. Salesforce continue to manually restart instances where the automated fix didn't fully resolve the issue. Customers may continue to experience severe delays, intermittent errors, and inability to access some services. We'll continue to provide further updates within 3 hours. Thank you for your patience and understanding. If you have any questions, please contact https://www.vonage.com/support/

6. monitoring Sep 16, 2026, 06:26 PM UTC

   Thank you for your patience following Salesforce reported outage earlier today which may have impacted your Vonage services. Salesforce Service telemetry has remained healthy across customer-facing Hyperforce environments since 15:26 UTC and their review of recent customer reports has not identified any confirmed ongoing impact related to this incident. The mitigation remains active, and we're applying additional preventive protections to related service paths while completing final validation. If you have any questions, please contact https://www.vonage.com/support/

7. resolved Sep 16, 2026, 08:10 PM UTC

   Vonage services have been fully restored following today's service interruption reported by Salesforce, which began at 2026-09-16 07:50 UTC. Full resolution of the incident has been confirmed by Salesforce effective 2026-09-16 15:26 UTC. Impacted customers will receive a formal RFO. If you have any questions, please contact https://www.vonage.com/support/