XTIUM experienced a critical incident on November 5, 2025 affecting OCC Cloud, lasting 1h 9m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 05, 2025, 03:10 PM UTC
We are investigating an issue impacting OCC Cloud. We have received reports of agents getting signed out and being unable to sign in, and call handling. Our vendor is investigating with priority. If you experience this issue, please raise a case via our Selfservice portal: https://selfservice.xtium.eu/
- monitoring Nov 05, 2025, 03:46 PM UTC
Our vendor has performed a server reboot as part of their investigation. While we can now log in to Touchpoint again and initial test calls have been successful, it’s not yet confirmed that this is the final resolution. We will continue to monitor the situation closely and provide a further update as soon as more information becomes available.
- resolved Nov 05, 2025, 04:19 PM UTC
The issue has been resolved. Touchpoint is fully operational again. We will continue to monitor the environment to ensure stability.