Welkin Health incident
[L3] Inbound calling failure on Welkin Care Portal
Resolved after 5 days 6 hours, affecting Care, on March 23, 2022.
The issue was resolved as of Monday March 28th around 2:00 PM PDT. We sincerely apologize for this disruption, and thank you for your patience. The Welkin Team
Affected components
Update timeline
- investigating Mar 23, 2022, 03:15 PM UTC
On March 23rd, beginning at around 6:00 AM PDT, Welkin’s customers reported that they were seeing inbound calling failures with our V8 platform. We are currently working on identifying the root cause of the issue. We sincerely apologize for this disruption, and thank you for your patience. The Welkin Team
- monitoring Mar 23, 2022, 09:38 PM UTC
The issue was resolved as of March 23rd around 11AM PDT. We will continue to monitor the issue. We sincerely apologize for this disruption, and thank you for your patience. The Welkin Team
- investigating Mar 24, 2022, 05:14 PM UTC
On March 24th, beginning at around 9:50 AM PDT, Welkin’s customers reported that they are again seeing inbound calling failures with our V8 platform. We are currently working on identifying the root cause of the issue. We sincerely apologize for this disruption, and thank you for your patience. The Welkin Team
- identified Mar 24, 2022, 08:07 PM UTC
On March 24th, at around 9:50 AM PDT, Welkin’s customers reported that they are seeing inbound calling issues where the calls ring once, remain silent and do not go through. Currently our investigation has identified a significant delay in patching the incoming call with the call to the coach. The delay in patching causes a disconnect with the original incoming call, hence the call does not go through. Yesterday we performed an inline upgrade to our infrastructure with more cores & memory, but the relief was short lived. Our team is working on this as a top priority to get this up and running as soon as possible. We expect to provide another update as soon as more information becomes available. We sincerely apologize for this disruption, and thank you for your patience. The Welkin Team
- resolved Mar 28, 2022, 10:06 PM UTC
The issue was resolved as of Monday March 28th around 2:00 PM PDT. We sincerely apologize for this disruption, and thank you for your patience. The Welkin Team
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