On July 23rd an error occurred that caused the telecom portion of the Invoca platform to stop connecting most calls from 10:35am to 11:51am PDT.
As part of a routine software deploy, a portion of our telecom servers was taken out of service while they were being updated. Per standard automated deploy processes, call traffic from the out-of-service telecom servers shifted to the remaining in-service servers, bringing them closer to their maximum call capacity. At that time, a software bug unrelated to the deploy created an error with our telecom carriers that further reduced our servers’ call capacity and caused them to not connect most incoming calls.
We apologize for the impact to you, our customers. We are working diligently to ensure this doesn’t happen again. Below is more information about exactly what happened and what we are doing to prevent future incidents.
Why did it happen?
A combination of events resulted in an excessive load on our servers that impacted our ability to connect calls.
What are we doing to ensure this does not happen again?
During the past several days we have load tested our telecom servers to determine their current maximum call capacity and added telecom servers to ensure we can handle peak loads during deploys and failure scenarios.
We are also in the process of:
We know that customer calls are a critical part of your business, and our commitment to service reliability is one of the reasons you choose to work with Invoca. We’re proud of the last 36 months of telecom availability (100% before this event), and you can be assured that we will do everything in our power to prevent incidents like this in the future.