Histórico de interrupções do Justcall

1. 1 Gwengolo 2026 da 17:44 UTCidentified

   Atualmente, estamos passando por uma degradação parcial do serviço que afeta Calling, Sales Dialer e Inbound Call Services devido a um problema de infraestrutura em andamento no centro-us 1 do GCP, juntamente com uma falha de API elevada em nosso provedor de voz. Alguns clientes podem ter falhas intermitentes de chamadas ou problemas de conectividade. Nossa equipe está monitorando ativamente os incidentes e trabalhando para restaurar a disponibilidade total de serviços o mais rápido possível. Estado GCP: https://status.cloud.google.com/incidentes/J5ia5t9p3g9Q5Wi7r8Ev Estado do provedor de voz: https://status.twilio.com/incidentes/3txtvjtjljkt

2. 1 Gwengolo 2026 da 19:51 UTCresolved

   Este incidente foi resolvido.

Traduzido automaticamente da atualização oficial do incidente.

1. 18 Eost 2026 da 15:27 UTCidentified

   A questão foi identificada e está a ser implementada uma solução.

2. 18 Eost 2026 da 17:37 UTCmonitoring

   Foi implementada uma correção e estamos monitorando os resultados.

3. 18 Eost 2026 da 18:50 UTCresolved

   Este incidente foi resolvido.

Traduzido automaticamente da atualização oficial do incidente.

1. 10 Gouere 2026 da 15:23 UTCinvestigating

   Estamos actualmente a investigar esta questão.

2. 10 Gouere 2026 da 15:25 UTCinvestigating

   Continuamos a investigar esta questão.

3. 10 Gouere 2026 da 16:05 UTCmonitoring

   Foi implementada uma correção e estamos monitorando os resultados.

4. 10 Gouere 2026 da 16:08 UTCresolved

   Este incidente foi resolvido.

Traduzido automaticamente da atualização oficial do incidente.

1. 11 Mezheven 2026 da 15:50 UTCinvestigating

   We’re aware that some customers are experiencing slow load times in the JustCall. Our team is actively investigating the cause.

2. 11 Mezheven 2026 da 16:05 UTCmonitoring

   We’ve identified the issue and applied a fix. Latencies are back to normal levels, and we’re monitoring closely to confirm full recovery.

3. 11 Mezheven 2026 da 16:06 UTCresolved

   This incident is now resolved. We apologize for the disruption — if you’re still seeing slowness, please reach out to our support team.

1. 9 Meurzh 2026 da 12:22 UTCinvestigating

   We are currently investigating this issue.

2. 9 Meurzh 2026 da 12:24 UTCidentified

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

3. 9 Meurzh 2026 da 12:25 UTCresolved

   This incident has been resolved. This seems to have been caused by an underlying GCP issue with GKE in the region where our system is hosted.

4. 9 Meurzh 2026 da 12:35 UTCpostmortem

   We experienced a temporary service disruption that caused a subset of Voice requests to experience elevated response times and intermittent errors. This occurred due to a brief internal connectivity issue within our infrastructure, which prevented a subset of requests in that zone from reaching healthy service instances. This seems to have been caused by an underlying GCP issue with GKE in the region where our system is hosted. Connectivity was restored shortly thereafter, and the system automatically recovered as traffic resumed normal routing.

1. 1 Kerzu 2025 da 18:21 UTCinvestigating

   We're currently investigating the slowness in the JustCall webapp for some of our customers.

2. 1 Kerzu 2025 da 18:23 UTCidentified

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

3. 1 Kerzu 2025 da 18:23 UTCresolved

   This incident has been resolved.

1. 3 Du 2025 da 11:03 UTCinvestigating

   We are currently investigating this issue.

2. 3 Du 2025 da 11:04 UTCidentified

   The issue has been identified as an invalid intermediate certificate configuration affecting a subset of edge nodes. A fix is being deployed.

3. 3 Du 2025 da 11:05 UTCmonitoring

   The fix has been deployed, and SSL validation errors should now be resolved. We are monitoring system stability before marking this incident as resolved.

4. 3 Du 2025 da 11:06 UTCresolved

   This incident has been resolved.

1. 20 Here 2025 da 18:26 UTCmonitoring

   We are currently experiencing service disruptions caused by an ongoing AWS outage affecting our upstream provider. Our engineering teams are actively working with the provider to restore full functionality as soon as possible. Impact: Some customers may experience intermittent failures when making or receiving calls or SMS messages. Workaround: If you encounter a failure, please retry the action as a temporary workaround. We’ll continue to monitor the situation closely and will share updates as more information becomes available.

2. 20 Here 2025 da 18:47 UTCmonitoring

   We are continuing to monitor for any further issues.

3. 20 Here 2025 da 19:15 UTCresolved

   This incident has been resolved.

1. 20 Here 2025 da 09:47 UTCinvestigating

   We are currently investigating this issue.

2. 20 Here 2025 da 09:49 UTCidentified

   We have identified that the issue originates from our upstream providers, who are currently impacted by a widespread AWS outage in the US-East-1 (N. Virginia) region. You can view the latest status update from AWS here - https://health.aws.amazon.com/health/status?eventID=arn:aws:health:us-east-1::event/MULTIPLE_SERVICES/AWS_MULTIPLE_SERVICES_OPERATIONAL_ISSUE/AWS_MULTIPLE_SERVICES_OPERATIONAL_ISSUE_BA540_514A652BE1A

3. 20 Here 2025 da 09:51 UTCmonitoring

   SMS services have been successfully restored. Our team continues to monitor their performance and is actively collaborating with our upstream providers to expedite the restoration of calling services.

4. 20 Here 2025 da 10:40 UTCmonitoring

   Calls can now be made and received through the Mobile App. Our team is actively working to restore outbound calling functionality on the Web Dialer. In the meantime, we recommend using the Mobile App to place outbound calls as a temporary workaround.

5. 20 Here 2025 da 10:41 UTCmonitoring

   We are continuing to monitor for any further issues.

6. 20 Here 2025 da 11:32 UTCresolved

   This incident has been resolved.

1. 12 Gwengolo 2025 da 12:30 UTCinvestigating

   We are currently investigating this issue.

2. 12 Gwengolo 2025 da 12:31 UTCidentified

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

3. 12 Gwengolo 2025 da 12:31 UTCresolved

   This incident has been resolved.

4. 12 Gwengolo 2025 da 12:36 UTCpostmortem

   **Date:** 12th September 2025 **Duration:** 02:45 UTC - 02:53 UTC **Affected Services** * Sales Dialer **Impact** A subset of customers experienced degraded performance or complete unavailability of the Sales Dialer app. Some operations might also be delayed. **Root Cause** * Outdated cached offset limits caused inefficient query execution * High memory and CPU consumption on the database cluster * Resource exhaustion leading to temporary unavailability * Overall reduction in system responsiveness until intervention **Resolution** * Engineers identified and corrected the outdated caching behavior in query handling * Optimized query execution to prevent excessive resource usage * Applied additional safeguards and monitoring to mitigate similar issues in the future

1. 16 Gouere 2025 da 07:58 UTCidentified

   We have identified an issue affecting a subset of customers, where credit deductions are occurring at a higher rate than intended. Our team is actively investigating and working to resolve the problem.

2. 16 Gouere 2025 da 07:59 UTCmonitoring

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

3. 16 Gouere 2025 da 07:59 UTCresolved

   This incident has been resolved.

4. 16 Gouere 2025 da 08:23 UTCpostmortem

   **Date:** 2025-07-11 **Duration:** 12:00 - 12:30 UTC ### **Affected Services** * Outbound/Inbound Calling * SMS Delivery * IQ Transcriptions * Other usage-based services relying on balance deduction logic ### **Impact** A subset of customers experienced **excessive and inaccurate balance deductions** across multiple services including: * **Outbound calls** * **SMS messaging** * **IQ and transcription usage** This incorrect deduction affected customer billing visibility and usage quotas, resulting in: * Unexpected balance exhaustion * Interrupted service usage due to perceived insufficient balance ### **Root Cause** The incident was caused by **flawed cache key reuse** in the currency conversion logic used during balance deduction operations: * Cache entries related to currency conversion rates \(e.g., USD to other currencies\) were **improperly reused across services**. * As a result, **USD-denominated prices were incorrectly multiplied by cached exchange rates** meant for other contexts or currencies. * This led to **multiplied deductions**, far beyond actual usage cost. ### **Resolution** * Engineers immediately turned on the circuit breaker to ensure customers are able to use Calling, SMS and other services. * Engineers identified the faulty cache key reuse in the balance deduction service. * Flushed the cache to restore cache integrity * Affected customer balances were audited and **refunds/credits processed** where applicable.

1. 9 Gouere 2025 da 14:42 UTCinvestigating

   Some customers are experiencing issues with loading the JustCall dashboard, and failures in sending SMS, MMS, and making or receiving calls via the web interface. Investigation is ongoing.

2. 9 Gouere 2025 da 14:44 UTCmonitoring

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

3. 9 Gouere 2025 da 14:45 UTCresolved

   This incident has been resolved.

4. 10 Gouere 2025 da 15:50 UTCpostmortem

   **Date:** 9th July 2025 **Duration:** 14:51 UTC - 15:25 UTC **Affected Services:** * Customer-facing Dashboard * SMS Delivery * MMS Delivery * Inbound Calling * Outbound Calling * Associated internal services **Impact** A subset of customers experienced degraded performance or complete unavailability in: * Accessing the dashboard * Users experienced delays in sending and receiving SMS and MMS messages. * Intermittent degradation in both inbound and outbound call performance. * Delayed or failed service actions tied to within a designated cloud service region. **Root Cause** A malfunction in one of our cache systems triggered a reboot, leading to the invalidation of all cache entries in that system: * Massive cache miss rate * Significant surge in requests directly hitting primary databases and downstream services * Snowball/piggyback effect where database latency grew, increasing queue sizes and causing cascading slowdowns across services * Overwhelmed compute resources and degraded service health in that region. **Resolution** * Engineers manually restored cache to a known good state from cache backups. * Temporarily scaled up database resources and async queues.

1. 7 Ebrel 2025 da 12:01 UTCinvestigating

   We've observed an increased rate of errors where users are experiencing difficulty in making & receiving calls.

2. 7 Ebrel 2025 da 12:04 UTCidentified

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

3. 7 Ebrel 2025 da 12:05 UTCresolved

   This incident has been resolved.

1. 10 Kerzu 2024 da 17:45 UTCinvestigating

   We are currently investigating this issue.

2. 10 Kerzu 2024 da 17:53 UTCresolved

   This incident has been resolved.

1. 31 Genver 2024 da 16:45 UTCinvestigating

   We are currently investigating this issue.

2. 31 Genver 2024 da 17:27 UTCresolved

   This incident has been resolved.

3. 31 Genver 2024 da 17:58 UTCpostmortem

   We experienced an unexpected increase in latency in one of our API services. This issue resulted in degraded performance for some of our users, causing inconvenience and disruptions. Users were temporarily re-routed from https://app.justcall.io to https://justcall.io After a thorough investigation, the root cause of the API latency was identified as increased database response time. The API latency issue has been successfully resolved, and normal operations have been restored. We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding.

1. 1 Gwengolo 2023 da 12:15 UTCinvestigating

   The web application is loading slow for some of the users. Our team is investigating it.

2. 1 Gwengolo 2023 da 12:18 UTCidentified

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

3. 1 Gwengolo 2023 da 12:19 UTCresolved

   This incident has been resolved.

1. 14 Mezheven 2023 da 14:18 UTCinvestigating

   We've observed an increased rate of errors where users are trying to open the JustCall Dialer.

2. 14 Mezheven 2023 da 14:19 UTCidentified

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

3. 14 Mezheven 2023 da 14:20 UTCresolved

   This incident has been resolved.

1. 1 Mezheven 2023 da 15:50 UTCinvestigating

   We've observed an increased rate of errors where users are experiencing difficulty in receiving incoming calls.

2. 1 Mezheven 2023 da 15:55 UTCidentified

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

3. 1 Mezheven 2023 da 15:55 UTCresolved

   This incident has been resolved.

1. 23 Mae 2023 da 16:05 UTCinvestigating

   High latency in loading the JustCall app was reported by our monitoring system.

2. 23 Mae 2023 da 16:06 UTCinvestigating

   We are continuing to investigate this issue.

3. 23 Mae 2023 da 16:08 UTCidentified

   The issues have been identified and the team is actively working to make the system stable and implement a fix.

4. 23 Mae 2023 da 16:15 UTCmonitoring

   The team was able to address the issue. We will continue monitoring the service to ensure a full recovery.

5. 23 Mae 2023 da 16:19 UTCmonitoring

   We are continuing to monitor to ensure a full recovery.

6. 23 Mae 2023 da 16:20 UTCresolved

   This incident has been resolved.

1. 28 Ebrel 2023 da 12:22 UTCresolved

   On April 26th at 7:00 PM (GMT), we discovered issues with contact syncing and logging of calls and SMS in Keap (formerly Infusionsoft) CRM. We resolved these problems by April 27th at 0:00 AM (GMT) and are currently working on syncing the affected calls and SMS. We anticipate that the syncing process will be finished by April 30th at 0:00 AM (GMT).