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This incident has been resolved.

We experienced brief incidents and periods of latency in our Providers endpoint this morning and are monitoring.

An outage was reported impacting the API service from 3:00 AM to 5:10 AM. Users experienced difficulty in making requests, leading to failed responses during this period. The issue has been resolved, and we are closely monitoring the situation to ensure continued stability.

Yesterday, between 10 AM and 5 PM ET, we experienced intermittent latency spikes affecting a portion of our customers. The issue has been resolved, and we are closely monitoring the situation to ensure continued stability. We apologize for any inconvenience this may have caused.

We experienced an API outage from 4:07 PM to 4:14 PM ET today on our providers, condition cost estimates, and treatment endpoints. Full API functionality has been restored and there are no outstanding errors or latency issues. We sincerely apologize for the inconvenience this may cause your workflow. If you are continuing to experience issues, please reach out to support@ribbonhealth.com.

We discovered a partial outage impacting a small subset of customers early in the morning of 6/6/24. The outage specifically impacted API calls using the location_insurance_ids or insurance_ids parameters. This has been resolved and all endpoints are functioning for all customers again. If you are continuing to experience issues, please reach out to support@ribbonhealth.com.

At this time, our monitoring indicates that Ribbon's systems are performing as expected. We will continue to monitor for updates of the incident with our cloud hosting provider, AWS.

We are seeing a return to expected performance across endpoints. We will continue to monitor and provide updates here if performance degrades again.

We have confirmed the root cause of this incident is an AWS outage at several US Server locations. We have seen a partial restoration of connectivity and will continue to provide updates here.

We have seen partial restoration in service from AWS with a few remaining intermittent issues.

We are continuing to investigate this issue.

On early investigation, we have identified the issue as a broader AWS outage. We are working to resolve this and will share updates as soon as possible.

We are experiencing an outage to our Providers and Clinical Areas endpoints. We are actively investigating and will be providing updates within the next hour.

We experienced an API outage between 12:10am - 2:15 AM ET this morning. Full API functionality has since been restored and there are no outstanding errors or latency issues. We sincerely apologize for the inconvenience this may cause your workflow. Please let us know if you have any questions or concerns on the above. Thank you. Ribbon Team

The issue was caused by our API Redis instance running out of memory. As an immediate term fix we increased the size of the Redis instances in order to reduce latency. We have been monitoring the API the past few days and are seeing the service maintain the baseline performance we expect. We are also profiling our API platform to better understand where the spikes in memory are coming from and addressing those at core to ensure that this sort of incident does not happen again. Please don’t hesitate to reach out if you have any further questions or concerns in the meantime. We sincerely apologize for this incident and the impact it had on your team and your end-users. Ribbon Team

This incident has been resolved.

We are continuing to investigate this issue.

We are currently investigating this issue.

The issue was caused by our API Redis instance running out of memory. As an immediate term fix we increased the size of the Redis instances in order to reduce latency. We have been monitoring the API the past few days and are seeing the service maintain the baseline performance we expect. We are also profiling our API platform to better understand where the spikes in memory are coming from and addressing those at core to ensure that this sort of incident does not happen again. Please don’t hesitate to reach out if you have any further questions or concerns in the meantime. We sincerely apologize for this incident and the impact it had on your team and your end-users. Ribbon Team

We experienced a brief API outage between 9-9:15AM ET with about 10-12 mins of downtime.

We experienced high latency in the APIs underlying infrastructure, resulting in customer API requests to time out. The underlying issue has since been resolved - API functionality was mostly restored at approximately 5:13 PM ET on 2/23/2023, but there may have been some intermittent failures for an additional ~20 minutes.

This incident has been resolved.

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

Ribbon is currently experiencing a technical issue with our API infrastructure that is preventing data editing via the API and Find Care App (FCA). Ribbon APIs and FCA are only functioning in a read-only capacity; therefore, any data edits made via the API and FCA (PUT/POST/DELETE requests) will not be successful at this time. We currently do not have an estimated time for resolution; however, the API and FCA are currently live and functional for any read-only (GET) calls.

This incident has been resolved.

Please note this message does not affect customers who have migrated to our Eligibility Check endpoint powered by pVerify. Our clearinghouse partner for our Deductible Check endpoint, Change Healthcare, is experiencing intermittent processing issues. We will monitor and share updates as this issue gets resolved.

This incident has been resolved.

Our clearinghouse partner, Change Healthcare, is experiencing an outage on Eligibility processing. Unfortunately, our Deductible Endpoint will also be down until their processing is back up. We will monitor and update on the situation as we have more information.

This incident has been resolved. Eligibility transactions should be processing as expected now.

Our clearinghouse, Change Healthcare, is experiencing intermittent errors with processing eligibility transactions. The issue has been escalated.

Our API had an outage due to an AWS hardware issue on our ElastiCache primary instance. AWS auto-switched to a different instance but there was an issue with how our API was configured to use this non-primary instance. As a result, API requests were failing and throwing a 500 server error. We have sinced fixed this by addressing the issues with our AWS configuration.

We have resolved the issue. This issue occured because a broadly used database table experienced unusually high latency due a migration bug, causing timeouts of our API.

Our API is experiencing an outage.

Our API was read-only from 10pm - 4:15 EST on 10/28 to 10/29 as we underwent a scheduled database migration.

The migration has been completed.

Our API will be read-only from 10pm - 4:15 EST on 10/28 to 10/29 as we complete a scheduled database migration.

Our API server lost access to our underlying DB due to a breaking change introduced by a migration task.

Our API server lost access to our underlying DB again due to the same breaking change that caused the outage on 11/6.