Reason for Outage:

A Sinch deployment on US-East on February 19, 2024 resulted in an ‘out of memory’ situation which also caused connectivity issues and exposed a bug in the media resource layer. As the customers experienced trouble completing calls, the additional load of the call re-attempts resulted in further challenges stabilizing the platform. At production load on Thursday, February 20, 2024, a side effect of the updates caused processes to crash. Once the cause of the crash was identified, a re-deploy was rolled out to resolve the problem.

While it is important to perform maintenance such as this to ensure the quality of our service, Sinch takes all necessary precautions to alleviate any inconvenience to our customers. We are sincerely sorry for disruptions to your service as a result of this event. If you need further details or require the formal RFO, please contact your Sinch Account Manager.