Luma Health Incident History

1. resolvedOct 5 · 09:00 UTC

   Resolved - Between approximately 7:00 AM ET and 10:28 AM ET, some patient calls to Navigator were dropped mid-conversation after the greeting played. The cause was an unannounced change made by our third-party voice AI vendor, which affected our integration's ability to process the conversation. Our team identified the issue and performed a global failover to a backup voice vendor, which stopped the dropped calls. We have also escalated the issue to the original vendor. We are working with the vendor to establish advance notification for future changes, and we are strengthening our automatic failover detection so similar issues are caught and resolved faster. We know how disruptive this is when it affects patient care, and we apologize for the impact.

Reported by Luma Health on their status page.

1. resolvedAug 26 · 18:52 UTC

   This incident has been resolved. All services are fully restored and operating normally. What happened: Starting around 10:06am ET, Luma experienced widespread platform instability, including general service errors, delays in message delivery, and disruptions to specific features such as Navigator voice calls and access to Luma Platform. Root cause: The issue was traced to an unusually high volume of inbound data processing triggered by a newly activated integration, which exceeded system capacity and caused a backlog affecting platform-wide performance. Resolution: The integration has been disabled, additional system capacity has been added to prevent recurrence, and all services have been confirmed stable and fully functional. Our team is continuing to monitor system stability and conducting a full internal review to help prevent similar issues in the future. We will share updates if any further action is needed. We sincerely apologize for the disruption this caused and thank you for your patience throughout.

Reported by Luma Health on their status page.

1. resolvedJul 30 · 13:00 UTC

   Summary: On July 30th, an internal configuration change unintentionally affected a shared network routing dependency used by certain versions of LumaLink. This interrupted communication between affected LumaLink instances and Luma Health systems, pausing database synchronization with the EHR for approximately two hours. Resolution: Our technical teams identified the issue via internal monitoring alerts, traced it to the configuration change, and resolved it by reverting that change. Communication and database synchronization were fully restored. Next Steps: Our Engineering team is evaluating enhanced monitoring to detect this type of connectivity interruption more quickly in the future, enabling faster response and resolution.

Reported by Luma Health on their status page.