Plum Voice - Some Fuse applications are experiencing degradation – Incident details

Some Fuse applications are experiencing degradation

Resolved
Degraded performance
Started 3 months agoLasted about 4 hours

Affected

Plum Voice Core Products

Operational from 4:03 PM to 4:42 PM, Degraded performance from 4:42 PM to 7:26 PM, Operational from 7:26 PM to 8:04 PM, Degraded performance from 8:04 PM to 8:13 PM, Operational from 8:13 PM to 8:30 PM

FUSE

Operational from 4:03 PM to 4:42 PM, Degraded performance from 4:42 PM to 7:26 PM, Operational from 7:26 PM to 8:04 PM, Degraded performance from 8:04 PM to 8:13 PM, Operational from 8:13 PM to 8:30 PM

PCI Fuse

Operational from 4:03 PM to 4:42 PM, Degraded performance from 4:42 PM to 7:26 PM, Operational from 7:26 PM to 8:04 PM, Degraded performance from 8:04 PM to 8:13 PM, Operational from 8:13 PM to 8:30 PM

Updates
  • Resolved
    Resolved

    This issues has been resolved. We have observed sustained recovery since our latest fix.

  • Monitoring
    Monitoring

    We have implemented a secondary fix and are seeing recovery. We will continue to monitor the results.

  • Identified
    Identified

    Our previously released fix resolved the majority of user experiences, but some configurations were still encountering errors. We have identified the remaining issue and are implementing a fix.

  • Monitoring
    Monitoring

    We have observed recovery from the fix and are monitoring.

  • Identified
    Update

    We are implementing a fix and will be monitoring recovery shortly.

  • Identified
    Update
    We are continuing to work on a fix for this incident.
  • Identified
    Update

    We have determined the best course of action to fix this issue. This approach is estimated to take 2 hours to implement. We are investigating alternative options with quicker resolution times in the interim.

  • Identified
    Update

    We are continuing our investigation to determine the most appropriate means of applying an identified fix.

  • Identified
    Update

    We have identified the fault zone, have tested a fix in our preproduction environment, and are coordinating the best option to release to production.

  • Identified
    Update

    We have encountered a disruption to our restoration method and are pursuing alternative options.

  • Identified
    Update

    We are introducing a fix across a collective of supporting resources. Incremental recovery will be experienced over the next 30-45 minutes. In parallel we are pursuing options to accelerate our full restoration time.

  • Identified
    Update

    We have identified the issue and are working to introduce a fix. Our target is within the next 15 minutes.

  • Identified
    Identified

    We have successfully isolated the fault zone and are working through additional troubleshooting steps to identify the source of the disruption. All resources continue to be engaged until this is identified and resolved.

  • Investigating
    Investigating

    A subset of Fuse applications may be experiencing degradation when handling input prompts in IVR flows. We have all necessary resources engaged and will restore service as soon as possible.