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The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

A maintenance window for the SecureCo API, Secure Portal and SecureCo Hosted Payments Pages and Contact Centre Payment services has been scheduled to support updates for Worldline & Adyen payment connectors.Environment - ProductionDescriptionFunctionality and current services will remain unchanged during this maintenance.URLs Affectedapi.secureco.coportal.secureco.copayments.secureco.coCustomer ImpactThere may be an interruption of approximately 10 minutes to these services during the maintenance window.

We are aware of ongoing issues with the Cloud Provider hosting our AU1 region since approximately 01:30 AEST 03/06/25 and have taken action to mitigate the issue until it is fully resolved, at this stage we are monitoring to ensure there is no further impact to customers.Update 07:20 AEST: We are continuing to monitor the resolution activities by our cloud provider and monitor for customer impact, with no known customer impact at this time.

We are aware of ongoing issues with the Cloud Provider hosting our AU1 region since approximately 01:30 AEST 03/06/25 and have taken action to mitigate the issue until it is fully resolved, at this stage we are monitoring to ensure there is no further impact to customers. Update 07:20 AEST: We are continuing to monitor the resolution activities by our cloud provider and monitor for customer impact, with no known customer impact at this time.

The public service desk web portal is now available.

We are experiencing a logon issue with our public service desk portal. We are still receiving support emails and phone calls, though you may not be able to view current and past cases via the web portal

This incident has been resolved.

Services have resumed and transactions are now being observed since 8:37am (AEST). The team currently monitoring services.

The team have identified the cause of the issue and are currently remediating. Payment services should resume shortly.

We are are currently investigating issues relating to our payment services.

Monitoring has confirmed that the issue has been successfully resolved and no further action is required.

We are continuing to monitor for any further issues.

Issue has been identified and service has now stablised. Engineers are currently monitoring.

We are currently investigating some reported call issues / failures & degraded service.

This incident has been resolved.

We have identified a final routing issue and resolved it, at this time we will continue to monitor to ensure no issues remain.

Our team has implemented a fix with the support of our routing vendor and we are monitoring to ensure there are no remaining issues.

POP Maintenance on SY2 Completed

Emergency works has commenced at SYD2 POP

We are continuing to work on a fix for this issue.

Investigations have led to a BGP flap occuring on all megaport services. An Engineer has been dispatched to the POPs for further investgation works.

The issue observed has been identified as a BGP flapping issue. Investigations as to root cause are ongoing.

Earlier today we observed traffic instability isolated to a few services and customers. The issue was resolved and isolated by failing over to our HA SBC. Unfortunately as the day progressed, additional reported cases had been observed. Investigations are ongoing with our connectivity partners and cloud partners to understand the cause of the issue.

We are currently investigating ongoing reports with traffic instability between our Sydney POPs and our IVP AU1 Cloud Environment.

This incident has been resolved.

We are continuing to monitor for any further issues.

We are continuing to monitor for any further issues.

Upstream carrier has confirmed issue resolved. SecureCo Engineers are montoring further and updates will be provided directly via the raised ServiceDesk cases.

An issue relating Inbound / Toll Free - Call Degradation / Failures with upstream carrier from around 2:30 today was reported. Engineers have investigated with carrier who have advised issue is now resolved.

This incident has been resolved.

Services are restored and under Monitoring.

We are engage in ongoing works with our Carrier Partner to resolve the issue. The issue effects calls to tollfree numbers which route via URI to SecureCo to our SYD1 pop. Customers with inbound Toll Free numbers are advised to ensure they have configured their Toll-Free Call routing plan to use both SYD1 and SYD2 URI, as well as PSTN failover to ensure calls successfully terminate to the required Answerpoint.

We have identified the issue with the upstream carrier path and working on a work around solution.

We are currently investgating alarms and reports of an upstream carrier path in our Gen1 network failing to connect calls. Investgations have commenced with the upstream carrier to identify the issue.

Post restoration monitoring has confirmed that the issue has been successfully resolved and services stabilised.

Services have now stablised and the team are currently monitoring for any further issues.

Our Engineers are currently finalising a fix in order to ensure services are stabilised. Further update will be provided once we have confirmation.

Our Engineers are still investigating further and working to implement a fix. A further update will be provided once this has been confirmed.

Our team have identified the issue which is under further investigation.

Our team are currently investigating call failures across some services

This incident has been resolved.

Service is restored and the team are monitoring for any further errors.

We are aware of an issue in AU1 region and are currently applying a fix.

Post restoration monitoring has confirmed that the issue has been successfully resolved.

There have been no further issues reported and team are continuing to monitor all services

There have been no further issues reported and team are continuing to monitor all services

We are continuing to monitor for any further issues.

The team are currently restoring services and are monitoring

Service restoration has not been fully successful and we are currently investigating further.

Services have been restored and service monitoring is currently underway.

The team are currently continuing to work on fix for this issue.

The team have identified the issue and are currently working to remediate the issue.

Our team are currently investigating monitoring alerts relating to some observed intermittent call failures

Monitoring has confirmed that the issue has been successfully resolved and no further action is required.

Services have now been restored and we are currently monitoring.

Further troubleshooting is currently taking place to resolve the issue. We will continue to provide update until a fix is in place.

Our Engineers have identified the issue and working to implement a fix. A further update will be provided once this has been applied.

Our Engineers have identified the issue and working to implement a fix. A further update will be provided once this has been applied.

We are currently investigating an connectivity issue affecting some services. A further update will be provided once issue has been identified.

Alerts for intermittent inbound call failures were received between 9.05 and 9.15 am Australian Eastern Daylight-Saving Time (AEDT) today. Monitoring indicated that the issue was resolved at 9.15 am. SecureCo did not conduct any remedial actions. We are continuing to monitor services and investigate to establish root cause.

Monitoring has confirmed that the issue has been successfully resolved and no further action is required.

We are continuing to monitor for any further issues.

The issue has now been resolved for all calls from impacted providers and we are continuing monitoring to ensure there are no remaining issues until the incident is formally closed.

Initial Testing has confirmed successful remediation of the issue for test numbers re-routed during troubleshooting and the solution is now being applied to all impacted numbers.

Troubleshooting and Remediation work is ongoing with the third parties, no impact to calls from other providers has been identified at this stage.

Remedial work is still ongoing with the third parties to re-route traffic at an inter-carrier level as part of ongoing troubleshooting and resolution activities.

An inter-carrier issue has been identified that is resulting in no audio on some calls from Optus and Vodafone, remedial work is underway with both third parties to resolve the issue.

We are aware of an issue impacting some calls made from Optus and Vodafone to SecureCo Numbers, the issue is currently under investigation and there is no known impact for calls from other providers or impact to outgoing calls at this time.

Monitoring has confirmed that no further failures have been seen and the incident is now resolved.

The issue has been corrected, the service is restored and will be monitored.

Internal service caching is resolving, we anticipate a reduction in service errors.

This issue has been identified as impacting additional customers, so has been upgraded to Major for those who use Omnichannel and CCP functions only.

We are continuing to investigate the issue; however, we have confirmed that the majority of customers are not impacted.

Intermittent payment capture failure alerts are under investigation. We will provide a status update in 15 minutes.

Issue was resolved at 8:55am.

SYD1 SBC identified as having an issue. Failover has restored services.

We have identified an issue with some calls connecting via SYD1. This was identified in the earlier hours of this morning and is Currently under investigation

The issue has been resolved by Symbio with no further call failure issues reported or observed.

The cause of the issue has been identified and resolved by the carrier. We are currently monitoring for any further occurrences.

The call failure issue is confined to carrier Symbio and we clarifying verifying resolution. Will update again.

Our upstream carrier have confirmed they are currently are working to resolve the issue ASAP.

We are currently investigating inbound call failures affecting some services. Further updates wll provided

The fix applied has been successful and operation has returned to normal

We are continuing to monitor for any further issues.

The fix has been applied successfully and we are seeing successful calls both inbound and outbound. We will monitor for the next 15 minutes to confirm return to normal operation.

An issue has been identified with TLS certificates on a number of our SBCs, we are currently implementing a fix Updates will be made in 15 minutes or if a fix has been implemented successfully

We are currently investigated a reported instance of call issues with Microsoft Teams. More information will follow when it becomes available.

This incident has been resolved.

No further alarms visible. No action required

Alarms identified a delay in 1 of our 3 availability zones communicating to our core routing orchestration servers. Delay has been resolved. Services are being monitored.

We are proactively investigating alarms raised in our AU1 Sydney region, related to our cloud hosting platform. Early monitoring has indicated no outage and minimal impact to voice traffic in the form of a potential increase in Post Dial Delay when calls are attempting to connect.

The issue of call quality degradation has now been closed. No new occurrences during the monitoring of the services previously impacted.

A permanent fix has been applied and normal operation has now returned. We will continue to monitor for the next 90 minutes to ensure continued operability.

The underlying issue has been identified and fixes have been applied to eliminate the impact to call quality.

We are currently experiencing issues with our media servers and approximately 20-30% of calls for all customers may have voice quality issues. We not experiencing any connectivity or networking issues.

Inbound and Outbound call Failures in AU1 SYD pop effecting some Inbound and/or Outbound calls from connecting successfully. Issue observed approx 8am and under investigation Confirmed P1 at 8:50am. Engineering Resolution and 10:46am

Issue has been resolved an full normal operation has returned.

The cause of the issue has been identified and a fix has been put in place, we are currently monitoring for any further occurrences.

Our monitoring has detected issues with some Inbound and outbound calls for some SIP Trunk Services. This is under investigation.

This incident has been resolved.

No Current Impact to SecureCo Services or Platform, the issue has been identified as an Optus network wide outage causing calls to or from the Optus network to fail. If you are an existing SecureCo customer who also has Optus Voice Services that are impacted by the outage please get in touch with us as we may be able to assist with temporary services and discuss how we may also be able to assist with redundancy solutions.

Optus outage affecting some voice services

We experienced a degraded payments service between 16:35 (AEDT) and 18:10 (AEDT) resulting some transaction errors and failures. Issues have been resolved and payment services are now operating normally.

Issue has now been resolved and permanent fixes have been applied. Services have returned to normal operation.

Fixes have been applied to ensure call connectivity for all customers. We will continue to monitor the call platform to ensure continued operation. For any further issues, please contact the ServiceDesk as per normal.

Workarounds have been enabled for services with redundant paths, single path routes are continued to be worked on for a permanent fix, both internally and with vendors.

Service impact has been reduced to a single carrier via our data centre as other services are now back online. Vendors are actively engaged and working on a permanent fix.

A fix has been applied to the affected components and most services have returned to normal operation. Some services and routes may take some time to reconnect and resume operation, but we are diligently monitoring for normal resumption.

An issue has been identified with network level connectivity to Megaport and one of our data centres. The connectivity is sporadic and calls may be affected, both inbound and outbound. We have engaged the relevant vendors for rectification and are currently working on a resolution.

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

No further issues of this nature have returned, service remains fully operational.

Global DNS issues have affected services delivered by Genesys Cloud, issue has self resolved, but we are still monitoring for any further issues.

# Incident Summary Invalid Data entered during a Standard Provisioning Activity resulted in Incoming Calls only Failing for a subset of Customers on our Intelligent Voice Platform for a period of time. # Symptoms Incoming Calls to impacted SecureCo Numbers failed with an announcement or busy signal, with no impact to outgoing calls for any customers. # Root Cause Data entered during the provisioning of a customer service resulted in an invalid configuration being deployed that contained an overlapping Access Control List \(ACL\) to our Session Border Controllers. # Remediation The invalid configuration containing the overlapping ACL was identified and rolled back, immediately resolving the issue and restoring incoming calls for impacted customers. # Mitigation We are implementing additional configuration validation through software within our Platform to prevent an overlapping ACL configuration being applied again and updating our processes to assist with pre-configuration data validation.

Some IVP based Customers are Experiencing Incoming Call Rejections / Failures

Maintenance has been completed. Services have returned to normal opertation.

Our ServiceDesk portal is currently under maintenance and will be available shortly.

ACL failed to authorise any OTT voice services to connect calls.

This incident has been resolved.

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

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

We have confirmed the issue is now resolved and all Secure Hosting Services are operating normally

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

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

We are aware of an issue impacting some of our Secure Hosting Services and are currently investigating

This incident has been resolved.

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

We are continuing to work on a fix for this issue.

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

We are currently investigating this issue.