Whispir incident
Unexpected Platform Event – Message Processing Disruption on AP1 Instance
Whispir experienced a critical incident on August 18, 2025 affecting Whispir API and Whispir Web Application Portal and 1 more component, lasting 3h 12m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 18, 2025, 02:25 AM UTC
We are currently experiencing message delivery issues affecting both the platform and API on the AP1 instance. Our technical team is actively investigating and working to resolve the issue. We appreciate your patience and will provide updates as soon as more information becomes available.
- identified Aug 18, 2025, 02:55 AM UTC
We’ve identified a critical event impacting all inbound communication channels and outbound messaging capabilities. As part of our recovery efforts, we will be conducting emergency maintenance, which will result in temporary downtime across our web portal, API, and SMPP-based services. We sincerely apologise for the unexpected disruption and appreciate your patience as our team works diligently to restore full service. If you experience any issues or require assistance, please don’t hesitate to contact our support team at [email protected]. Thank you for your understanding.
- identified Aug 18, 2025, 03:46 AM UTC
Our services in the AP1 region remain impacted. We sincerely apologise for the ongoing delay in service recovery. Our team is currently focused on restoration. Given the extended duration of the outage, we strongly encourage all customers to activate their disaster recovery (DR) plans while we continue working towards resolution. We will notify all affected customers as soon as services are restored. Please be assured that once recovery is complete, we will conduct a comprehensive investigation into the incident and share a detailed report with impacted customers. If you would like to discuss your options or require assistance with DR plan sequencing, please contact our support team at [email protected] or reach out to your Customer Success Manager.
- monitoring Aug 18, 2025, 04:05 AM UTC
A fix has been implemented, and early signs are promising. We’re currently running a full suite of tests to confirm the success of our recovery efforts. As mentioned earlier, we’re still conducting a comprehensive assessment of the incident and will provide a Post-Incident Report to all affected customers once complete. If you have any questions or need further assistance, please don’t hesitate to contact our customer support team at [email protected].
- resolved Aug 18, 2025, 05:12 AM UTC
This incident has now been resolved. If you have any follow-up questions or require further assistance, please don’t hesitate to contact our friendly support team at [email protected].