On Monday, 20th of March, 2017, we experienced two major service disruptions which resulted in the failure of our VoIP services we provide to our customers and partners. All users of our hosted VoIP and SIP services unfortunately were unable to receive inbound and make outbound calls.
Incident one, which lasted a total of 33 minutes, was caused by a total loss of service of the clustered Asterisk servers. Whilst this was resolved swiftly, further issues were identified which unfortunately caused delays in our service being restored.
After 33 minutes, our engineers performed an emergency update which restored all our hosted VoIP and SIP services.
Following this incident, work has begun to improve the way we monitor our servers. This will improve the alerts we receive before an incident. In addition, resources allocated to the servers which experienced service issue have been increased permanently.
This incident has been defined as major incident due to the far-reaching impact of this outage to our customers.
We acknowledge and understand the significant impact this service downtime had on our customers and apologise unreservedly for the inconvenience caused. Rest assured, we are more committed than ever to continually improving the quality or our services.