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We are currently experiencing issues with calls. Our team is investigating the issue. Apologies for the inconvenience caused.

The call logs are now available within the management portal, all the systems are now fully operational.

We are continuing to monitor for any further issues.

We’re aware that the call log history may not be available for some accounts on the portal and mobile apps. We are continuing to monitor for any further issues.

We’re aware that the call log history may not be available for some accounts on the portal and mobile apps. Our team is currently working to restore full access. We apologise for any inconvenience this may cause and appreciate your continued patience. Updates will follow as we progress.

We’ve implemented a fix and are currently monitoring the system closely to ensure everything remains stable. We sincerely apologise for the disruption this has caused and truly appreciate your patience and understanding as we worked to resolve the issue. Further updates will follow as needed.

Our engineers are actively working on resolving the issue. We are focused on restoring full service as quickly as possible. Thank you for your continued patience and understanding.

The issue has been identified, and our team is currently working on implementing a resolution. We’ll provide further updates as progress is made. Thank you for your continued patience.

We are currently investigating an issue that may impact call handling or performance for a limited number of accounts. Our team is actively working to identify and resolve the cause. We’ll provide further updates as soon as more information becomes available. Thank you for your patience.

We are investigating this issue.

One of our SIP gateways (k1) received many requests from the Internet, and it could not process all of them. Some IP handsets have experienced the error "SIP Registration Fail". We found the source of the issue and have resolved the issue. We are increasing the capacity of the system so it can deal with larger volumes of traffic.

One of our SIP gateways (k1) received a large amount of requests from the Internet Due to the high load, it was not able to process all requests. Some IP handsets have experienced the error "SIP Registration Fail". For about 10 min, the IP handsets which have an extension board, would not see the button's indication light working correctly.

The issue with the BLF (IP handsets expansion panel key lights) has been resolved. The root cause of the issue was the sheer amount of Subscribe requests received from the handsets. We are planning maintenance windows over the weekend to improve the infrastructure configuration and avoid these issues happening again. Sincere apologies to anyone affected.

We are currently investigating a reported issue affecting the BLF (Busy Lamp Field) functionality on some IP phones. Users may experience delays or failure in BLF status updates, such as incorrect or missing presence indicators (e.g., busy/available/idle). This may affect the call transfer, call pick up in some situations. Our engineering team is actively working to identify the root cause and restore full functionality as soon as possible.

This incident has been resolved.

Here's an update on the recent call disruption that affected some clients. A high volume of incoming traffic caused excessive load, leading to intermittent call failures. We have now blocked the specific traffic sources, which has stabilized service. **Some clients will not have their IP phone's side panel button lights working (BFL) until later today when we manage to enable that feature safely.** We will perform a maintenance window tonight to add further safeguards and prevent similar issues from recurring. While we aim to minimize any impact, brief interruptions may occur. We sincerely appreciate your patience and understanding as we work to improve our services. If you have any questions, please feel free to reach out at support@nuacom.com.

The issue was identified. We were getting flooded with large amounts of traffic. We have implemented a temporary fix by blocking specific types of traffic with the side effect of not having the VoIP handsets extension panels "Busy light indicators" working. This should allow the phones to successfully register and make/receive calls. Further updates will follow. Sincere apologies to the customers affected.

We are continuing to investigate this issue.

We are investigating this issue

## Incident Summary * **Date and Time \(Europe/Dublin\):** 27th Feb 2025, 00:50 – 09:06 * **Affected Services:** Voice Services ## Incident Description **What Happened** At approximately 00:50, a critical hardware malfunction occurred on a physical server in our data center. An error message—“A bus fatal error was detected on a component at slot 1”—indicated a failure in one of the PCI network interfaces. This caused the primary host to become inoperable, leading all virtual machines on that host to go offline. However, our backup server automatically took over services, ensuring that the majority of customers remained operational. **Conclusion** A hardware failure led to a partial outage, but our monitoring systems and backup infrastructure responded quickly to minimize disruption. Our team swiftly identified the root cause and resolved the incident. As part of our continuous improvement efforts, we are implementing additional steps to improve both our response times and our automated failover processes, ensuring that any such event is contained and resolved even more promptly in the future. **Assurance to Our Customers** We sincerely apologize for any inconvenience caused by this incident. Nuacom takes every disruption seriously, and we remain committed to providing a reliable, high-quality service at all times. Our team’s rapid response and the successful automatic failover process underscore our dedication to proactively managing issues. We will continue to strengthen our systems and procedures to prevent similar incidents from occurring in the future. If you have any questions or need further information, please reach out to our support team at any time. Your trust in Nuacom is greatly appreciated, and we are steadfast in our mission to keep your communications running seamlessly. ## Detection and Response **Detection** Our robust monitoring tools detected multiple connectivity alerts related to a single physical host, triggering a high-priority alert for our Network Operations Center \(NOC\). A subsequent review of logs and diagnostic data confirmed that the NIC on PCI Slot 1 was the failure point. **Response Actions Taken** * **00:55** – Automated failover kicked in, restoring service for most affected clients. * **06:50** – NOC team began a detailed investigation. * **07:30** – Root cause pinpointed and verified as hardware failure. * **08:10** – Primary host restarted to stabilize operations. * **08:16** – Remaining services were manually transferred to the backup host, ensuring minimal further interruption. * **09:06** – Service containers on the primary host came back online once the hardware issue was resolved. ## Impact Assessment **User Impact** * **Partial Outage** – Approximately ~7.2% of our customer accounts experienced a temporary loss of calling functionality during low-traffic hours and partial service degradation during early business hours. Some clients were unable to place or receive calls until the failover and manual transfers were completed. Despite these challenges, our failover safeguards ensured that most customers experienced minimal disruption and the incident was contained and addressed as quickly as possible. ## Lessons Learned 1. **Enhanced Disaster Recovery Drills** – We will conduct more frequent and comprehensive failover tests to further reduce potential downtime. ## Preventative Measures **Short-Term Actions** * Confirm the full operational status of all services immediately following the incident. * Heighten our monitoring protocols to proactively detect any new hardware anomalies. **Long-Term Actions** * Schedule additional, more frequent disaster recovery exercises. * Expand our redundancy testing suite with new scenarios drawn from this incident to better anticipate future failures. * Add night shift NOC coverage to respond to incidents 27/7.

This incident has been resolved.

The issue has been identified and a fix is being implemented.

We are investigating an incident affecting Cloud PBX. We will provide updates via email and Statuspage shortly.

## Incident Summary * **Date and Time \(Europe/Dublin\):** 27th Feb 2025, 13:50 – 17:00 * **Duration:** 3 hours 10 minutes * **Affected Services:** Calling system ## Incident Description **What Happened** At approximately 13:50, a critical hardware malfunction occurred on a data center server. The error message—“A PCI parity error was detected on a component”—pointed to a defective network card. As a result, the host machine became inoperable, and all virtual machines on this host went offline. Complicating matters, this server was the designated failover server for the primary machine that had experienced a similar malfunction earlier in the day. Because the failover server was still recovering and performing a file system check, it was not fully prepared to handle the additional load. Consequently, our operations team had to manually redistribute services to other servers, resulting in extended downtime. **Conclusion Summary** This was the second hardware failure to occur on the same day—an exceptional occurrence given our strong track record of zero server faults over the past five years. Moving forward, we are focusing our efforts on faster automated recoveries and more robust load and stress testing to prevent similar incidents. **Assurance to Our Customers** We sincerely apologize for any inconvenience caused by this incident We recognize the inconvenience this second outage caused and are committed to preventing similar incidents. Our team is actively refining both automated and manual failover processes to ensure quicker recovery times. Through enhanced monitoring, comprehensive testing, and ongoing infrastructure improvements, we will continue delivering reliable, high-quality service. If you have any concerns or questions, please reach out to our support team at any time. ## Detection and Response **Detection** Our monitoring systems detected multiple connectivity alerts originating from the same physical host, immediately notifying our Network Operations Center \(NOC\). **Response Actions Taken** * **13:50** – The hardware fault occurred, and the NOC team was alerted. * **13:55** – Automated failover processes reassigned most affected clients, mitigating the impact for a majority of customers. * **14:00** – Diagnostics confirmed the malfunction was hardware-related. * **14:10** – Manual redistribution of client accounts to alternative hosts began. * **17:00** – Full redistribution completed, restoring all services. ## Impact Assessment **User Impact** * Approximately 7% of clients experienced a complete outage of PBX and calling services while the redistribution was underway. While the automated failover partially succeeded, the event highlighted critical areas where additional failover capacity and faster manual procedures can further minimize future downtime. ## Lessons Learned 1. **Automation Enhancement** – We need improved tooling for situations where automated failover cannot manage the entire load, allowing for quicker manual redistribution. 2. **Improved Response Times** – Regular drills and simulations will enable our team to respond more efficiently to unexpected hardware faults. ## Preventative Measures **Short-Term Actions** * Verify that all services are fully operational following this incident. * Maintain heightened system monitoring to detect potential hardware anomalies earlier. * Schedule additional Disaster Recovery Testing to confirm failover resilience. **Long-Term Actions** * Conduct regular redundancy testing to ensure minimal downtime in the event of hardware failures. * Refine failover testing procedures to maintain consistent high availability. * Implement load and stress testing to prepare systems to handle recovery processes more seamlessly.

All services are restored, and the NOC team closely monitors the system. The root cause was detected, and a future mitigation plan is put in place along with the incident report. Please accept our sincere apologies for the issues caused to your business.

We are investigating an incident affecting Cloud PBX. We will provide updates via email and Statuspage shortly.

The incident has been resolved.

A fix has been applied, and the issue is resolved. Our NOC team is closely monitoring the system. Apologies for the issues causes.

We are currently experiencing issues with receiving and making calls. Our team is investigating the issue, and updates will follow shortly. Apologies for the inconvenience caused.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are investigating an incident affecting Management Portal. We will provide updates via email and Statuspage shortly.

This incident has been resolved.

We are investigating an incident affecting Management Portal. We will provide updates via email and Statuspage shortly.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are investigating an incident affecting Management Portal. We will provide updates via email and Statuspage shortly.

This incident has been resolved.

We are investigating an incident affecting Management Portal. We will provide updates via email and Statuspage shortly.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are investigating an incident affecting Management Portal. We will provide updates via email and Statuspage shortly.

Today, from 09:50 to 10:07, we experienced intermittent issues with one of our clusters, which impacted customers connected to it. We took immediate action and are currently working on scaling the affected cluster to multiple nodes to prevent further disruptions. We apologize for any inconvenience this may have caused and appreciate your understanding.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are investigating an incident affecting Management Portal. We will provide updates via email and Statuspage shortly.

**Summary:** One of our database clusters became overloaded, leading to an outage that impacted multiple accounts. During this period, affected users were unable to make or receive calls. **Root Cause:** The outage was caused by a significant overload on one of the database cluster hosts. This overload resulted in a bottleneck that prevented the database from processing requests efficiently, disrupting user service. **Resolution:** Our engineering team promptly identified the issue and re-routed all heavy queries to other hosts within the same cluster. This action successfully alleviated the load on the affected host, restoring normal operations. **Preventive Measures:** We will review and optimize query distribution across the cluster to prevent future overloads. Additional monitoring and alerts will be implemented to detect and address similar issues more quickly. **Next Steps:** Conduct a thorough analysis of the affected queries to identify optimization opportunities. Consider expanding the cluster capacity or implementing more granular load balancing. We apologize for the inconvenience this outage caused and are committed to preventing similar incidents in the future.

The monitoring system hasn't detected any further issues, so we're closing this incident for now.

A fix has been implemented and we are monitoring the system

We are investigating an incident affecting Cloud PBX. We will provide updates via email and Statuspage shortly.

This incident has been resolved.

We are continuing to monitor for any further issues.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

We are currently investigating this issue.

We experienced a temporary issue with one of our SIP Proxy servers, which required us to move some customers connected to that particular server to our backup system. This measure is in place until the main server is fully restored.

We are investigating an incident affecting Cloud PBX. We will provide updates via email and Statuspage shortly.

This incident has been resolved.

We are investigating an incident affecting Management Portal. We will provide updates via email and Statuspage shortly.

Today, we experienced an unfortunate incident in which one of our Internal DNS Servers crashed, leading to a disruption in the internal services utilized for intercommunication across our network. Upon investigation, we also identified that the problem was a misconfiguration on a few servers following the last deployment. It appears that not all DNS servers were properly set up, contributing to the disruption in service. In response to this incident, our team promptly reviewed the configurations on all servers affected and ensured they were updated to reflect the latest changes. We understand the inconvenience caused by this downtime and sincerely apologize for any disruption it may have caused our operations.

We are investigating an incident affecting Cloud PBX. We will provide updates via email and Statuspage shortly.

We received many customer complaints about call quality issues and disconnected calls. This problem was escalated to level 3 support. After investigation, we noticed an unusual increase in memory usage for UDP packets starting at 12:41. Even with more buffer space available, this affected the call quality on most calls running on that server. That server was removed from the cluster, and all calls were re-routed to another media server. The issue was resolved entirely at 16:08. We are improving our monitoring system to detect those issues in advance and take the necessary steps to fix them before they reach our customers.

We are investigating an incident affecting Desktop Application. We will provide updates via email and Statuspage shortly.

This incident has been resolved.

We are investigating an incident affecting Management Portal. We will provide updates via email and Statuspage shortly.

Our team recently identified an issue affecting the performance of one of our backend servers, which in turn caused delays in processing some inbound and outbound calls. This disruption lasted approximately 9 minutes, starting at around 4:01 pm. The services should now be operating normally.

We are investigating an incident affecting Cloud PBX. We will provide updates via email and Statuspage shortly.

All incoming calls where the number has been configured as Fax-es are currently non-functional

The private connection between our AWS VPC and our data center experienced a brief disruption, resulting in the unavailability of the web portal for a few minutes. The connection has since been restored as of 10:35 GMT +1

We are investigating an incident affecting Management Portal. We will provide updates via email and Statuspage shortly.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We've identified an issue with our Mobile Application on Android OS. Our dedicated team of engineers is fully engaged in resolving it promptly.

We are investigating an incident affecting Mobile Application. We will provide updates via email and Statuspage shortly.

At 07:18 GMT +1 today, our systems experienced a severe Distributed Denial of Service (DDOS) Attack from multiple sources. As a result, our Portal was intermittently unavailable for approximately 1 hour and 30 minutes. Our dedicated team of engineers promptly responded to the incident, successfully blocking the attack and restoring normalcy to the Portal. It's important to note that this incident exclusively impacted our Portal; other critical services such as API, Desktop/Mobile Apps, etc were unaffected and remained operational throughout. We continue to closely monitor the situation to ensure the security and stability of our systems. Your understanding during this period is greatly appreciated.

We are investigating an incident affecting Management Portal. We will provide updates via email and Statuspage shortly.

This Incident has been resolved.

We are investigating an incident affecting Public API. We will provide updates via email and Statuspage shortly.

Incident has been resolved

We are investigating an incident affecting Management Portal. We will provide updates via email and Statuspage shortly.

This incident has been resolved.

We are currently having issues with the MS Teams Integrations, our Team is looking into this and trying to rectify the issue

The issue has been resolved.

We were notified that some pages on the user portal are not loading correctly, and some endpoints on the public API are not working. The issue had been attributed to a recent code deployment, which we are currently rolling back.

Some calls made via the desktop app (Win/MacOS) were experiencing audio quality issues; In some cases, the audio of one party would drop unexpectedly. Upon investigation on the 25th, it was decided to move the audio processing to a new system with more resources. That had an improvement, but it did not thoroughly address the issue. On the 28th at 12:00 pm IST (noon), the media traffic was balanced across multiple processing systems and solved the issue. We continue to monitor the systems closely.

This incident has been resolved.

The Apple Push Notification service certificate was updated, and the service is back operational.

We found the cause of the issue to be an expired connection certificate, and the team is in the process of updating it.

This incident has been resolved

We have received a new update from our upstream provider indicating that the issue has been successfully identified. As a result, all traffic has been redirected through an alternative link. We will continue to monitor the situation closely.

Update from our Upstream Provider: Our 2nd level support have narrowed it down to Vodafone Mobiles, constant failure with our Vodafone mobile test phones, other networks ok. They are opening contact with Vodafone, to investigate our links with them for a potential cause.

We have recently received an update from our upstream operator regarding the ongoing investigation of this issue. They are actively working on it and will provide us with further updates as soon as possible.

We are continuing to investigate this issue

We are currently experiencing an issue with incoming calls being intermittently cut off due to a problem with one of our service providers. We are aware of the situation and are actively working to resolve it as quickly as possible. We apologize for any inconvenience this may cause and appreciate your patience.

The maintenance work has been completed, and all services are now operational.

We are continuing to investigate this issue.

We are investigating an incident affecting Management Portal. We will provide updates via email and Statuspage shortly.

Today, from 11:14 to 11:21, our monitoring systems detected an unexpected surge in TCP connections, resulting in new users experiencing difficulties connecting to the server during that period. In order to minimize the impact on our service, we promptly disabled that specific server and swiftly migrated all affected customers to another cluster. The issue has been successfully resolved as of 11:26 Our dedicated team is actively investigating the root cause of this problem to prevent any future occurrences. We understand the inconvenience this may have caused and sincerely appreciate your understanding and patience as we work towards a permanent solution. Thank you for your continued support and trust in our services. If you have any concerns or questions, please don't hesitate to reach out to our support team.

We are investigating an incident affecting Desktop Application. We will provide updates via email and Statuspage shortly.

The issue impacting extension availability reporting has been identified and resolved. The incident was caused by an increased load on our database, leading to performance degradation and delays in updating the availability status for extensions.

We are investigating an incident that may impact the consistency of extension availability reporting between 16:30 and 17:14 UTC. The issue is related to the increased load on our database, resulting in potential delays and inconsistencies in reporting extension availability.

At 14:11 IST, we noticed a database load which affected the processing of the calls. At 14:25 IST, the load was reduced, and all systems were confirmed to be operational. Apologies to anyone who got affected.

Following the recent update from our carrier, we are pleased to inform you that we have not experienced any further instances of packet loss. Therefore, we can confidently confirm that the issue has been resolved. We sincerely apologize for any inconvenience caused and assure you that we are committed to delivering the highest quality of service possible.

We've got an update from the carrier about some adjustments on their network and improvement should be noticed. Also, based on our Monitoring system we didn't notice any packet loss since 15:55. We will continue to closely monitor the situation and provide you with regular updates as needed.

We've got another update from our Carrier: Our Support Teams have identified an issue with one of SBC's in Summerhill. A Fibre Break in the area is causing issues with the traffic through this SBC. Field Teams have been engaged and are working towards a resolution

Got an update from our Carrier: Our Front Office identified issue with nodes in the South East, calls in Leinster/some parts of Munster(Tipperary) affected, but concreated in the South/ South East. Field Support services have been engaged to resolve the issue.

Our monitoring systems have detected a significant packet loss with our Trunks with EIR, which has raised concerns regarding the service reliability and customer experience. We want to assure you that we are actively working closely with our EIR trunk provider to investigate and address this issue as quickly as possible.

Some users experienced slow response times or timeouts when making HTTP queries due to an overall degradation of the performance of our API servers after our latest code deployment. Our team worked to resolve the issue as quickly as possible, and the issue has been resolved. We have also taken steps to prevent similar issues from occurring in the future. We will continue to monitor the performance of our servers closely to ensure that they are operating at optimal levels.

We are investigating an incident affecting Public API. We will provide updates via email and Statuspage shortly.

Our engineers have identified and addressed the issue. All systems are confirmed to be operational. Apologies to everyone who was affected.

We are continuing to investigate this issue.

We are investigating the issue with the call logs on the User portal.

This incident has been resolved.

We are investigating an incident affecting Mobile Application. We will provide updates via email and Statuspage shortly.

The incident has been resolved.

We are investigating an incident affecting Cloud PBX. We will provide updates via email and Statuspage shortly.

There was a temporary issue with our shared database not being fully replicated across the cluster. The issue has been found and fixed, no data was lost.

We are investigating an incident affecting Management Portal. We will provide updates via email and Statuspage shortly.

The Incident has been resolved

We are investigating an incident affecting Cloud PBX. We will provide updates via email and Statuspage shortly.

This incident has been resolved.

We're happy to report that the issue has been successfully resolved as of 12:00 GMT. After conducting further investigation, we discovered that the problem was impacting users who were online on other devices besides the mobile app. We apologize for any inconvenience this may have caused and thank you for your patience while we worked to resolve the issue. If you continue to experience any problems, please don't hesitate to contact our support team for assistance.

We are receiving reports that some users are unable to receive calls on the mobile app. Our engineers have found the issue and are applying the fix.

Users were unable to login into the mobile and desktop app. The login into the portal wasn't affected. The already logged-in users were also not affected. The issue was caused by the SSO feature release which was rolled back as soon as the issue was detected. The Issue started at 5 Mar 20:30 pm GMT The issue was resolved at 6 Mar 07:52 am GMT Further measures to be taken to avoid similar issues: Integrate the existing End-to-End mobile and desktop app tests into the backend deployment pipeline to detect the knock-on effects on other system components.

The users are not able to make or receive calls using our mobile app between 08:51 am and 10:32 am GMT.

The Incident has been resolved.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

Currently, we are experiencing some issues with incoming calls from Microsoft Teams. Our team is still actively working on resolving the problem and we apologize for any inconvenience this may be causing.

Our team was notified by the monitoring system that some API requests failed to respond with the expected results. This created intermittent issues with web-based services including User Portal, Public API, 3-rd party Integrations, and Call Logs in the softphones. The core services like cloud PBX and incoming and outgoing calls were not affected. The fix was applied and the related issues were resolved at 08:49 GMT.