Histórico de interrupções do Xmatters

1. 20 Here 2026 da 06:24 UTCinvestigating

   as ferramentas de monitorização xMatters identificaram um problema potencial com xMatters On-Demand para alguns clientes localizados na região da Europa. Estamos atualmente investigando o problema e vamos atualizar à medida que as informações ficam disponíveis. Por favor, veja os detalhes do incidente para serviços específicos impactados. Se você também estiver enfrentando problemas, ou se não tiver certeza se esse problema impacta seu serviço, entre em contato com xMatters Client Assistance em https://support.xmatters.com/hc/en-us/requests/new - nossos agentes de suporte estão esperando para ajudar.

2. 20 Here 2026 da 06:31 UTCidentified

   A equipe xMatters Incident Response identificou a fonte do problema e está trabalhando em uma correção. Atualizaremos uma vez que uma solução tenha sido identificada e implementada.

3. 20 Here 2026 da 06:36 UTCmonitoring

   A equipa de resposta ao incidente xMatters implantou uma solução para o problema. Estamos actualmente a acompanhar a situação para garantir que a implementação seja estável e que todos os serviços sejam restaurados.

4. 20 Here 2026 da 22:27 UTCresolved

   A questão foi abordada e todos os serviços foram restaurados. Obrigado pela vossa paciência enquanto abordámos este assunto.

5. 24 Here 2026 da 00:21 UTCpostmortem

   O que aconteceu? Em 19 de outubro de 2026, xMatters ferramentas de monitoramento interno detectaram degradação do serviço às 10:03 PM Pacific. Pouco depois, alguns clientes relataram ter problemas ao acessar xMatters ou usar serviços de integração e notificação. Por que aconteceu? O Google Cloud sofreu uma queda que afetou sua região UE-Oeste-2. Isso interrompeu os serviços xMatters na região afetada. Como respondemos? As equipes de Suporte, Engenharia e Operações do xMatters iniciaram o processo de Gestão de Incidentes Maiores e mitigou o impacto da falha dos sistemas afetados em outra região. Os serviços tornaram-se disponíveis à medida que os sistemas transiam. xMatters permaneceu em Monitoramento e verificação da estabilidade do serviço enquanto o Google continuou o trabalho de recuperação em sua região afetada. ** O que estamos fazendo para evitar que isso aconteça novamente?** xMatters é projetado com resiliência regional para mitigar o impacto de falhas de provedor de infraestrutura. Durante este incidente, essas medidas de resiliência funcionaram como previsto e permitiram a transição dos serviços afectados para outra região. Engenharia e Operações estão revisando a resposta de resolução de incidentes para identificar oportunidades para simplificar ainda mais os procedimentos de recuperação e reduzir o tempo de recuperação durante eventos semelhantes.

Traduzido automaticamente da atualização oficial do incidente.

1. 1 Here 2026 da 17:22 UTCinvestigating

   xMatters ferramentas de monitoramento identificaram um problema potencial com xMatters On-Demand para alguns clientes localizados na região da América do Norte. Estamos atualmente investigando o problema e vamos atualizar à medida que as informações ficam disponíveis. Por favor, veja os detalhes do incidente para serviços específicos impactados. Se você também estiver enfrentando problemas, ou se não tiver certeza se esse problema impacta seu serviço, entre em contato com xMatters Client Assistance em https://support.xmatters.com/hc/en-us/requests/new - nossos agentes de suporte estão esperando para ajudar.

2. 1 Here 2026 da 17:30 UTCinvestigating

   Continuamos a investigar esta questão.

3. 1 Here 2026 da 17:40 UTCidentified

   A equipe xMatters Incident Response identificou a fonte do problema e está trabalhando em uma correção. Atualizaremos uma vez que uma solução tenha sido identificada e implementada.

4. 1 Here 2026 da 17:45 UTCmonitoring

   A equipa de resposta ao incidente xMatters implantou uma solução para o problema. Estamos actualmente a acompanhar a situação para garantir que a implementação seja estável e que todos os serviços sejam restaurados.

5. 1 Here 2026 da 18:56 UTCresolved

   A questão foi abordada e todos os serviços foram restaurados. Obrigado pela vossa paciência enquanto abordámos este assunto.

6. 13 Here 2026 da 20:12 UTCpostmortem

   O que aconteceu? Em 1 de outubro de 2026, xMatters monitorando a degradação do serviço detectado pela primeira vez às 9:27 AM Pacific, eo primeiro relatório do cliente foi recebido às 10:03 AM. Os clientes em US-EAST1 experimentaram problemas intermitentes de acesso à Interface Web, timeouts de API e atrasos ou falhas quando as integrações iniciaram alertas e notificações. Alguns clientes do US-CENTRAL1 também podem ter experimentado problemas de notificação de voz durante o mesmo período. Por que aconteceu? Durante a escala de infraestrutura automatizada no US-EAST1, vários serviços de aplicativos se concentraram no mesmo recurso de computação. Esse recurso alcançou sua capacidade de processamento, reduzindo a capacidade disponível para atender às solicitações dos clientes. A degradação do serviço continuou nas funções dependentes xMatters enquanto a capacidade de processamento adicional estava sendo adicionada. Como respondemos? Assim que o primeiro cliente relatou um problema, o suporte ao cliente xMatters iniciou o processo interno de gerenciamento de incidentes e engajou as equipes de Engenharia e Operações. A equipe de resposta ao incidente aumentou a capacidade de serviço, monitorou os serviços afetados e verificou a recuperação através da Web Interface, APIs, integrações e processamento de notificações. O serviço começou a estabilizar às 10:37, e o impacto primário do cliente terminou às 10:46. A equipe continuou o monitoramento antes de resolver o incidente público às 11:56. ** O que estamos fazendo para evitar que isso aconteça novamente?** A engenharia está analisando a capacidade de serviço e os controles de distribuição de carga de trabalho para reduzir o risco de múltiplos serviços críticos competirem pelos mesmos recursos de computação. A equipe também está revisando os exames de saúde e alertas dos serviços para que os problemas de capacidade sejam identificados mais cedo para garantir que a capacidade necessária esteja sempre disponível.

Traduzido automaticamente da atualização oficial do incidente.

1. 21 Gwengolo 2026 da 18:14 UTCinvestigating

   xMatters identificou um problema com xMatters SMS Notificação para alguns clientes em Todas as Regiões para números nos Estados Unidos e Canadá a partir do nosso código pequeno 87961. Falhámos ao nosso código secundário 66936. Estamos atualmente investigando o problema e vamos atualizar à medida que as informações ficam disponíveis. Se você também estiver enfrentando problemas, ou se não tiver certeza se esse problema impacta seu serviço, entre em contato com xMatters Client Assistance em https://support.xmatters.com/hc/en-us/requests/new - nossos agentes de suporte estão esperando para ajudar.

2. 21 Gwengolo 2026 da 18:41 UTCmonitoring

   Todo o tráfego de SMS para os EUA e Canadá está agora sendo entregue através do nosso código secundário curto 66936. Estamos actualmente a acompanhar a situação para garantir que a implementação seja estável e que todos os serviços sejam restaurados.

3. 16 Here 2026 da 16:03 UTCresolved

   A questão do código curto foi abordada, e todas as notificações SMS para o Canadá e os Estados Unidos estão agora a ser entregues a partir do nosso código curto 87961. Obrigado pela vossa paciência enquanto abordámos este assunto.

4. 16 Here 2026 da 16:24 UTCpostmortem

   O que aconteceu? Em 21 de setembro de 2026, os clientes relataram um problema para xMatters Client Assistance, onde mensagens SMS não estavam enviando para usuários finais na América do Norte. Por que aconteceu? As falhas na entrega do SMS ocorreram porque o código curto utilizado para enviar mensagens SMS ficou indisponível. O sistema deve ter encaminhado automaticamente mensagens falhadas através do provedor de mensagens secundário. No entanto, o erro específico retornado para essas falhas não desencadeou o processo de failover configurado, causando interrupção na entrega de SMS para usuários finais nos EUA e Canadá. Como respondemos? Uma vez que a Engineering identificou o problema de entrega de SMS, eles iniciaram o processo de gerenciamento de incidentes maiores e começaram a remover o código curto afetado da configuração de mensagens. Durante este processo, a Engenharia encontrou problemas adicionais que impediram o sistema de mudar automaticamente o tráfego de SMS para o provedor de mensagens secundário. A engenharia interveio manualmente para completar o switch para o provedor secundário e restaurar a entrega de SMS. Após o serviço recuperado, a Engenharia monitorou o sistema para confirmar que a entrega de SMS estava funcionando normalmente. ** O que estamos fazendo para evitar que isso aconteça novamente?** Engenharia roteou tráfego SMS através do provedor de mensagens secundárias enquanto eles trabalharam para restaurar o código básico anterior curto. A Engenharia também está abordando o comportamento de failover que impediu o sistema de mudar automaticamente os provedores quando este erro específico ocorreu. Estas melhorias no processo irão reduzir o risco de uma questão de código curto semelhante interromper a entrega de SMS no futuro.

Traduzido automaticamente da atualização oficial do incidente.

1. 1 Gouere 2026 da 19:53 UTCinvestigating

   xMatters ferramentas de monitoramento identificaram um problema com xMatters On-Demand para alguns clientes localizados na região da América do Norte, limitado a um cluster de banco de dados. Estamos atualmente investigando o problema e vamos atualizar à medida que as informações ficam disponíveis. Se você também estiver enfrentando problemas, ou se não tiver certeza se esse problema impacta seu serviço, entre em contato com xMatters Client Assistance em https://support.xmatters.com/hc/en-us/requests/new - nossos agentes de suporte estão esperando para ajudar.

2. 1 Gouere 2026 da 20:07 UTCmonitoring

   A equipa de resposta ao incidente xMatters implantou uma solução para o problema. Estamos actualmente a acompanhar a situação para garantir que a implementação seja estável e que todos os serviços sejam restaurados.

3. 1 Gouere 2026 da 20:21 UTCresolved

   A questão foi abordada e todos os serviços foram restaurados. Obrigado pela vossa paciência enquanto abordámos este assunto.

4. 9 Gouere 2026 da 19:21 UTCpostmortem

   O que aconteceu? Em 1o de julho de 2026, alguns clientes reportaram um problema ao suporte ao cliente xMatters, onde estavam encontrando erros de autenticação ao acessar a interface do usuário da web. Por que aconteceu? Essa questão ocorreu porque um cluster de banco de dados alcançou 100% de utilização de recursos, fazendo com que as solicitações de banco de dados passassem do tempo. Um padrão de tráfego excepcional expôs um conjunto de consultas de execução lenta, que aumentaram significativamente a latência da consulta no cluster. À medida que a latência aumentava, houve fome de recursos e degradação da responsividade do cluster, resultando em tempo de espera. Como respondemos? Assim que o Suporte ao Cliente confirmou o problema, eles contrataram as equipes de Engenharia para investigar. Como projetado, o sistema havia se restaurado antes que a Engenharia pudesse implementar qualquer ação de mitigação ou recuperação, mas as equipes ainda eram capazes de identificar e isolar a causa raiz. ** O que estamos fazendo para evitar que isso aconteça novamente?** Para evitar que este problema ocorra novamente, a equipe de engenharia projetou, desenvolveu e testou uma correção. Eles implantaram a correção na manhã de quarta-feira, 8 de julho de 2026, e foi implementado com sucesso para todas as instâncias.

Traduzido automaticamente da atualização oficial do incidente.

1. 1 Mae 2026 da 08:45 UTCinvestigating

   xMatters have identified a potential issue with the xMatters Web User Interface for some clients located in the Europe region. Accessing some pages including Alert details produces an error. We are currently investigating the issue and will update as information becomes available. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

2. 1 Mae 2026 da 09:01 UTCidentified

   The xMatters Incident Response team has identified the source of the issue and is working on a fix. We will update once a solution has been identified and implemented.

3. 1 Mae 2026 da 09:03 UTCmonitoring

   The xMatters Incident Response team has deployed a fix for the issue. We are currently monitoring the situation to ensure the implementation is stable and that all services are restored.

4. 1 Mae 2026 da 09:19 UTCresolved

   The issue has been addressed, and all services have been restored. Thank you for your patience while we addressed this matter.

5. 12 Mae 2026 da 20:32 UTCpostmortem

   **What happened?**  On May 1st, 2026, some customers reported an issue to xMatters Customer Support where attempting to send a message via the web user interface or viewing an alert on the Alerts report resulted in an error being displayed. The issue only affected the Reporting functions in the EMEA region; the system continued to accept signals, generate alerts, and send notifications across all regions.  **Why did it happen?**  The issue occurred when, during routine database maintenance, the database called a mismatched version of the library, resulting in an internal database error. The version mismatch within the cluster was traced to a prior database engine upgrade where a subset of replica nodes did not restart into the upgraded version. At no point was there any risk to data integrity.  **How did we respond?**  As soon as Customer Support confirmed the issue, they engaged the Engineering teams, who were able to identify the root cause and restore version consistency across all nodes. The teams validated stability and confirmed that all services were restored.  **What are we doing to prevent it from happening again?**  The Engineering Team has added explicit post-upgrade verification checks and monitoring to ensure node alignment is confirmed and maintained. This will provide safeguards to ensure node version alignment after upgrades and prevent this issue from reoccurring.

1. 1 Ebrel 2026 da 14:06 UTCinvestigating

   xMatters monitoring tools have identified a potential issue with the API for some clients located in the North America region. We are currently investigating the issue and will update as information becomes available. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

2. 1 Ebrel 2026 da 14:30 UTCidentified

   The xMatters Incident Response team has identified an issue with the API for some clients located in the North America region which is causing some intermittent API timeouts. This is also causing issues with running reports in the system. We are currently investigating the issue and will update as information becomes available.

3. 1 Ebrel 2026 da 14:33 UTCmonitoring

   The xMatters Incident Response team has deployed a fix for the issue. We are currently monitoring the situation to ensure the implementation is stable and that all services are restored.

4. 1 Ebrel 2026 da 14:36 UTCresolved

   The issue has been addressed, and all services have been restored. Thank you for your patience while we addressed this matter.

5. 6 Ebrel 2026 da 23:21 UTCpostmortem

   **What happened?**  On April 1st, 2026, some customers reported an issue to xMatters Customer Support where the Alerts or Notifications reports were timing out and failing to load.  **Why did it happen?**  This issue occurred because a backend service was experiencing significant unexpected load that caused report processing to be delayed. The ongoing resource constraint resulted in timeouts.  **How did we respond?**  As soon as customers reported an issue, Customer Support launched an investigation and escalated to the Engineering teams. The teams initiated rolling restart procedures for the applicable backend services to restore functionality. Once the rolling restart was completed, service was fully restored.  **What are we doing to prevent it from happening again?**  The Engineering teams are currently working to identify any possible bottlenecks that may have caused performance issues. In the interim, they have increased and adjusted resource allocation for several services to handle potential processing delays and prevent potential recurrences.

1. 10 Meurzh 2026 da 20:36 UTCinvestigating

   We have reports that some users are not able to login to xMatters using SSO to login to the xMatters Web User Interface in All Regions. We are currently investigating the issue and will update as information becomes available. Native Login still works to bypass SSO. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

2. 10 Meurzh 2026 da 20:51 UTCidentified

   The xMatters Incident Response team believes they have identified the source of the issue and is working on a fix. We will update once a solution has been identified and implemented.

3. 10 Meurzh 2026 da 20:54 UTCresolved

   The issue has been addressed, and all services have been restored. Thank you for your patience while we addressed this matter.

4. 20 Meurzh 2026 da 18:01 UTCpostmortem

   **What happened?**  On March 10th, 2026, some customers reported an issue to xMatters Customer Support where they were encountering a 404 error page when attempting to log in to their instances via SSO. Some users may also have encountered a “We’ve run into a problem while retrieving your data.” error message.  **Why did it happen?**  This issue occurred during a routine maintenance update to the xMatters platform. Although several components of the platform were updated, specific configurations of the component related to SSO-based authentication conflicted with the update and resulted in 404 errors. This issue was limited to those few customers that had specific criteria set for their SSO configuration.  **How did we respond?**  As soon as customers reported the issue, Customer Support verified the issue and escalated immediately to Engineering. The team traced the issue to the maintenance deployment and initiated rollback procedures to restore functionality. Once the rollback was completed, the 404 errors ceased and service was confirmed restored.  **What are we doing to prevent it from happening again?**  The Engineering teams have implemented additional testing for any configuration criteria related to the SSO-based authentication component. In addition, they have begun working on an improved maintenance plan to prevent further issues that could occur during similar deployments.

1. 21 Du 2025 da 13:54 UTCinvestigating

   xMatters monitoring tools have identified a potential issue with xMatters On-Demand for some clients located in the North America region. This is affecting users located near the Asia Pacific Region attempting to access xMatters. We are currently investigating the issue and will update as information becomes available. Please see incident details for specific services impacted. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

2. 21 Du 2025 da 13:55 UTCinvestigating

   We are continuing to investigate this issue.

3. 21 Du 2025 da 14:01 UTCresolved

   The issue has been addressed, and all services have been restored. Thank you for your patience while we addressed this matter.

4. 27 Du 2025 da 18:42 UTCpostmortem

   **What happened?** On November 21, 2025, at 12:50 PM UTC, the xMatters internal monitoring tools detected irregular behavior in how internal traffic was being routed. Some customers in the APAC region communicating with services in North America \(specifically US-East\) may have encountered intermittent request failures or increased latency. Only traffic between these two regions was affected; all other systems and regions continued normal operations. **Why did it happen?** A temporary network disruption between Australia Southeast and US-East caused one internal routing node in Australia to lose accurate information about available backend systems in USEast. The node generated an incomplete routing configuration and temporarily stopped directing traffic to US-East. Under normal circumstances, routing updates refresh automatically when connectivity returns. In this case, the affected node did not recover cleanly and remained in a stale state until Engineering intervened. **How did we respond?** As soon as Engineering was alerted through internal monitoring, they engaged with the platform engineering team, service owners and Customer Support to launch an investigation. The teams reached out to impacted customers to validate issue symptoms and restarted routing components in both affected regions to force a configuration refresh. Once the restart completed, routing returned to normal levels while the teams continued to monitor and investigate the root cause. They were able to confirm that only one routing node and specific cross-region traffic was impacted. **What are we doing to prevent it from happening again?** While teams were mitigating this issue, they created new alerting rules to detect the routing patterns they observed during the incident and expanded internal monitoring to help identify when routing nodes fail to refresh their configuration or otherwise enter a ‘stale’ state. The teams also have planned and prepared infrastructure updates that will further reduce the risk of similar issues. These include improved configuration recovery behavior, enhanced stability for routing components, and additional logging and observability improvements for diagnosing routing anomalies. They will deploy these updates once the current code freeze window has elapsed.

1. 20 Here 2025 da 10:20 UTCidentified

   xMatters monitoring tools have identified a issue with xMatters Conferencing and Voice calls for clients in All Regions. The issue is due to downstream provider outages.

2. 20 Here 2025 da 12:23 UTCmonitoring

   Our downstream providers have deployed a fix and testing shows conferencing and voice systems are now working as expected. We are currently monitoring the situation to ensure the implementation is stable and that all services are restored.

3. 21 Here 2025 da 16:34 UTCresolved

   Our provider has confirmed the issue has been addressed, and all services have been restored. Thank you for your patience while we addressed this matter.

4. 29 Here 2025 da 21:52 UTCpostmortem

   **What happened?**  On October 20th, 2025, at approximately 1:21 AM Pacific, customers began reporting an issue affecting live call routing, conferences, and voice notifications. During this issue, customers in all regions would have been affected. **Why did it happen?**  This issue was caused by a global AWS outage that impacted one of our downstream providers, resulting in voice notifications, live call routing, and conferencing they were handling to fail.  **How did we respond?**  As soon as the first customer reported an issue, Customer Support engaged the Engineering teams and launched an investigation. Once they identified the root cause, the teams updated the primary provider for affected regions to an alternate provider that was not affected by the AWS outage. When the new provider was assigned, customers reported that all services were operating correctly.  **What are we doing to prevent it from happening again?**  While this issue was out of our control or that of our provider, we are working to identify potential ways to improve resilience in case of external factors such as this.

1. 10 Here 2025 da 22:58 UTCmonitoring

   The xMatters monitoring tools have alerted Customer Support to a potential issue with the integration platform in the North America region. Our technical teams have identified intermittent request failures and occasional slowdowns, though the service appears to be responsive and recovering correctly. We are continuing to monitor the situation and mitigating where possible, though some users may encounter a 5xx response code when submitting a request. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

2. 14 Here 2025 da 15:58 UTCresolved

   The issue has been addressed, and all services are running as expected. Thank you for your patience while we addressed this matter.

3. 31 Here 2025 da 18:48 UTCpostmortem

   **What happened?**  On October 10th, 2025, at approximately 4:14 PM Pacific, the xMatters internal monitoring tools alerted Customer Support to service degradation related to an issue that was already being internally monitored with the Integration Platform in the North American region. While this issue was being investigated and mitigated, customers may have experienced intermittent request failures and occasional slowdowns.  **Why did it happen?**  These particular issues were caused by a security update that caused conflicts with the underlying runtime environment, specifically the memory management routine. Slow performance of the routine was triggering frequent health checks for a request processing service and causing automatic restarts.  **How did we respond?**  As soon as the internal monitoring tools alerted Engineering to a potential issue, they began performing manual rolling restarts and deployed more forgiving liveness checks to avoid increasing error rates and to minimize any potential impact to customers. They also increased resources for the impacted service to improve responsiveness of the underlying routine and deployed a configuration fix to the Http Client Cache to try and stabilize the system. While mitigating the potential impact, they also increased monitoring levels as they continued to investigate the root cause and were able to deploy an update to the service and environment configuration on October 13 that resolved the issue. They continued monitoring and confirmed that the system was stable and all services were operational.  **What are we doing to prevent it from happening again?**  Engineering has updated the backend service and deployed additional updates and monitoring to the system configuration that will improve overall stability for the environment and prevent this issue from reoccurring.

1. 24 Gwengolo 2025 da 03:59 UTCinvestigating

   xMatters identified a issue with the Apple iOS Push Notifications for clients in All Regions. We are currently investigating the issue and will update as information becomes available. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

2. 24 Gwengolo 2025 da 04:19 UTCidentified

   xMatters has identified the issue with the Apple Push notifications for clients located in the in All Regions. We are currently investigating a solution and will update as information becomes available. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

3. 24 Gwengolo 2025 da 04:32 UTCidentified

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

4. 24 Gwengolo 2025 da 04:34 UTCinvestigating

   xMatters has identified the issue with the Apple Push notifications for clients located in the in All Regions. We are currently deploying a solution and will update as information becomes available. Asia Pacific customers can now receive Apple push notifications.

5. 24 Gwengolo 2025 da 04:43 UTCresolved

   The issue has been addressed, and Apple Push notifications have been restored in all regions. Thank you for your patience while we addressed this matter.

6. 15 Here 2025 da 06:16 UTCpostmortem

   **What happened?**  On September 23rd, 2025, at approximately 8:31 PM Pacific, the xMatters internal monitoring tools alerted the xMatters Support Team to an issue with Apple iOS notifications. Users were not receiving notifications on Apple iOS devices; other device types and alert and response processing were not impacted and continued to operate without interruption.  **Why did it happen?**  The issue occurred because of a backend service patch applied by the Engineering teams that affected necessary dependencies for Apple Push notification delivery.  **How did we respond?**  As soon as the monitoring tools alerted the Support team, they engaged the Engineering teams to launch an investigation. The teams quickly identified the source of the issue as a recent backend service patch and initiated a rollback of the patch. Once the rollback was complete, the teams confirmed that all services had been restored.  **What are we doing to prevent it from happening again?**  The Engineering team is working to enhance testing of future patches and improving visibility into the health of services. This will help to proactively resolve issues or, when necessary, initiate rollbacks more quickly without impacting customers.

1. 6 Eost 2025 da 03:27 UTCinvestigating

   xMatters monitoring tools have identified a potential issue with xMatters On-Demand for clients in North America that are hosted in the on us-central1 region. We are currently investigating the issue and will update as information becomes available. Please see incident details for specific services impacted. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support team is waiting to help.

2. 6 Eost 2025 da 03:44 UTCidentified

   The xMatters Incident Response team has identified an issue with our message routing system and is working on a fix. We will update once a solution has been identified and implemented.

3. 6 Eost 2025 da 03:59 UTCmonitoring

   The xMatters Incident Response team has deployed a fix for the issue. We are currently monitoring the situation to ensure the implementation is stable and that all services are restored.

4. 6 Eost 2025 da 05:18 UTCresolved

   The issue has been addressed, and all services have been restored. Thank you for your patience while we addressed this matter.

5. 14 Eost 2025 da 01:16 UTCpostmortem

   ### What happened? On August 5th, 2025, at approximately 7:53 PM Pacific, the xMatters internal monitoring tools alerted the xMatters Support team to an issue in the North America region with notification delivery. Some xMatters customers may have experienced delays when receiving notifications or noticed failed alerts in the system. ### Why did it happen? The issue occurred because of a network problem that disrupted communication between parts of the queuing system. This caused some components to become temporarily out of sync, leading to timeouts, internal connectivity failures, and a small number of messages not being processed during the disruption. As the system recovered, some performance was degraded until normal operation could be restored. ### How did we respond? As soon as the xMatters monitoring tools reported an issue, the xMatters Support Team initiated the internal Major Incident Management process and engaged the Engineering and incident response teams. The teams quickly mitigated the issue and restored performance by redirecting traffic from our message queuing system in the affected region \(us-central\) to our message queuing system in another local region \(us-east\). After the issue was resolved, the teams directed traffic back to the restored region. ### What are we doing to prevent it from happening again? The Engineering team has determined that the best approach to prevent this issue from reoccurring is to replace the current message queuing system. Work on the replacement system is well underway and the teams will retire the current system as soon as they have finished the replacement.

1. 23 Mezheven 2025 da 20:14 UTCinvestigating

   We have identified a problem affecting the xMatters Support Center. Our team is investigating and working to resolve the issue. Details: Users will be unable to access the xMatters Support Center. Tickets can be created via email or through Support line.

2. 23 Mezheven 2025 da 20:46 UTCresolved

   We have now resolved the issue with our support center.

1. 12 Mezheven 2025 da 18:47 UTCinvestigating

   xMatters monitoring tools have identified a potential issue with the xMatters Integration Platform for some clients located in the North America region. We are currently investigating the issue and will update as information becomes available. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

2. 12 Mezheven 2025 da 19:04 UTCidentified

   The xMatters Incident Response team has identified the source of the issue with an upstream provider and is working with them on identifying a fix. We will update once a solution has been identified and implemented.

3. 12 Mezheven 2025 da 19:34 UTCidentified

   We are still working with our upstream providers. Their engineers are continuing to mitigate the issue and we have confirmation that the issue is recovered in some locations. We do not have an ETA on full mitigation at this point. We continue to operate in a degraded state.

4. 12 Mezheven 2025 da 20:06 UTCidentified

   We are continuing to work with our upstream providers. Their engineers have confirmed that the underlying dependency is recovered in most regions and all their engineering teams are actively engaged and working on service recovery. We do not have an ETA for full service recovery.

5. 12 Mezheven 2025 da 20:53 UTCmonitoring

   At this time, we are seeing all services recovering. We will continue to monitor until we have confirmation from our upstream provider that they have fully resolved the issue.

6. 12 Mezheven 2025 da 22:12 UTCresolved

   We are currently seeing error rates down to normal levels and we are considering this issue resolved at this time

7. 23 Mezheven 2025 da 17:40 UTCpostmortem

   **What happened?**  On June 12th, 2025, at approximately 11:29 AM Pacific, the xMatters internal monitoring tools alerted to an issue in the North America region with the xMatters integration platform. While the issue was in progress, some xMatters customers may have experienced workflows not executing correctly or signals not being accepted as expected.  **Why did it happen?**  The issue occurred because multiple Google Cloud and Google Workspace products experienced external API issues for about three hours between the hours of 10:49 AM to 1:49 PM Pacific.  **How did we respond?**  As soon as the xMatters monitoring tools reported an issue with the xMatters integration platform, the xMatters Customer Support team initiated the internal Major Incident Management process and engaged the Engineering and incident response teams. The teams quickly determined that the issues were due to problems with an upstream provider and immediately opened a support case for them to investigate. They continued to work with the provider throughout the incident and confirmed with their engineers as they recovered the underlying dependencies.  **What are we doing to prevent it from happening again?**  The xMatters Support and Engineering teams requested an RCA and prevention methods from the upstream provider. In their response, they confirmed that they will be modularizing their Service Control architecture to prevent failures from affecting the entire service.

1. 13 Mae 2025 da 17:45 UTCinvestigating

   xMatters monitoring tools have identified a potential issue with xMatters On-Demand for some clients located in the Europe region. We are currently investigating the issue and will update as information becomes available. Please see incident details for specific services impacted. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

2. 13 Mae 2025 da 17:53 UTCidentified

   The xMatters Incident Response team has identified the source of the issue and is working on a fix. We will update once a solution has been identified and implemented.

3. 13 Mae 2025 da 17:54 UTCidentified

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

4. 13 Mae 2025 da 18:03 UTCmonitoring

   The xMatters Incident Response team has deployed a fix for the issue. We are currently monitoring the situation to ensure the implementation is stable and that all services are restored.

5. 13 Mae 2025 da 20:46 UTCresolved

   The issue has been addressed, and all services have been restored. Thank you for your patience while we addressed this matter.

6. 27 Mae 2025 da 20:50 UTCpostmortem

   **What happened?**  On May 13, 2025 at approximately 10:45 AM Pacific, xMatters internal monitoring tools identified an issue where customers in the EU region experienced intermittent web UI and API timeouts.  **Why did it happen?**  The issue occurred because a backend queueing service experienced network timeouts during an unpredictable rapid increase in usage. The increase in resource consumption due to the surge in network usage caused service timeouts and restarts, as well as higher latency which caused further delays in responses to backend requests.  **How did we respond?**  xMatters internal monitoring tools alerted the xMatters Incident Response Team to the issue, then the team launched the internal SEV-1 process. Due to early detection, Engineering teams were able to scale up the queueing services to prevent further service degradation and availability issues. The network timeouts were resolved after resources were scaled up to accommodate the increase in usage.  **What are we doing to prevent it from happening again?**  The Engineering teams have adjusted resources to better compensate for sudden usage increases and to prevent them from affecting backend services. The improvement in resource allocation and adaptability should prevent similar issues from occurring in the future.

1. 3 Ebrel 2025 da 17:15 UTCinvestigating

   xMatters monitoring tools have identified a potential issue with xMatters Integration Platform for some clients in All Regions. We are currently investigating the issue and will update as information becomes available. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

2. 3 Ebrel 2025 da 18:28 UTCidentified

   The xMatters Incident Response team has identified the source of the issue and is still working on a fix. We will update once a solution has been identified and implemented.

3. 3 Ebrel 2025 da 18:44 UTCidentified

   The xMatters Incident Response team has identified the source of the issue and is actively working on a fix, there is no current estimate on resolution time. We will update once a solution has been implemented.

4. 3 Ebrel 2025 da 20:26 UTCidentified

   The xMatters Incident Response team has identified the source of the issue and is still actively working on a fix, there is no current estimate on resolution time. We will update once a solution has been implemented.

5. 3 Ebrel 2025 da 21:00 UTCidentified

   The xMatters Incident Response team has identified the source of the issue and is working on a fix. We will update once a solution has been identified and implemented.

6. 3 Ebrel 2025 da 21:13 UTCidentified

   The xMatters Incident Response team has identified the source of the issue and are currently testing a fix. We will provide another update shortly.

7. 3 Ebrel 2025 da 21:18 UTCmonitoring

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

8. 3 Ebrel 2025 da 21:45 UTCresolved

   This incident has been resolved.

9. 7 Ebrel 2025 da 18:55 UTCpostmortem

   **What happened?** On April 3, 2025, at approximately 9:32 AM Pacific, the xMatters internal monitoring systems identified an issue where the system was not processing events initiated via Flow Designer across multiple regions. Customers may have observed the system not processing events or creating alerts while the issue was in progress. **Why did it happen?** The issue occurred when a routine update to add new permissions to the xMatters' Google Cloud Platform \(GCP\) unexpectedly removed required permissions. When the teams performed the update, which should not have had any impact to customers, the policy used in the automation script was the authoritative resource at the GCP project level rather than authoritative at the individual resource level. Although the teams tested the change before deploying it and found no changes beyond what was included in the update, when the update was deployed to production GCP removed all permissions that were not in the policy in the background. Because the policy only included the new permissions, all other permissions were removed. **How did we respond?** As soon as the xMatters monitoring tools reported an issue with the system not processing events, the incident response teams initiated the internal Major Incident Management process and engaged the Engineering and Support teams. The teams were able to quickly identify the recent update as the root cause of the issue and reverted the change to restore the permissions that were managed by the automation process. This restored access and functionality for most of the xMatters services, but restoring permissions for Flow Designer proved to be more complicated. The teams determined that missing permissions for the xMatters infrastructure were Google-generated permissions essential for specific xMatters services and engaged GCP Support to aid in the investigation. The teams generated a list of all permissions that existed prior to the update and designed a fix to re-apply them to the development environment. Once the teams had implemented the change and validated that the missing permissions and all services had been restored in the development environment, they moved to quickly apply the fix across all staging and production environments. Monitoring tools and customers confirmed that services were fully functional, and the teams continued to monitor the system as it processed all messages queued by the Flow Designer services. The system was fully restored at 2:46 PM Pacific. **What are we doing to prevent it from happening again?** The Engineering teams were able to identify all of the permissions created in the xMatters environment, including those that are created by Google, and are ensuring they are added to the management scripts. The teams are adding additional rigor to the application of these types of infrastructure changes to run idempotence tests after the changes are applied to ensure that there are no changes pending. Should a change be applied that fails this test, it will cause failures in development environments, which would catch and prevent a similar issue from occurring.

1. 5 Gouere 2024 da 16:19 UTCinvestigating

   xMatters monitoring tools have identified a potential issue with xMatters On-Demand for some clients located in the North America region. We are currently investigating the issue and will update as information becomes available. Please see incident details for specific services impacted. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

2. 5 Gouere 2024 da 16:36 UTCmonitoring

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

3. 5 Gouere 2024 da 17:16 UTCresolved

   This incident has been resolved.

4. 12 Gouere 2024 da 20:07 UTCpostmortem

   **What happened?** On July 5th, at approximately 8:35AM Pacific, the xMatters monitoring tools alerted Customer Support to an issue where alert notifications were not being sent out for some customers in the North America region. Some customers attempting to initiate alerts may have encountered long delays in processing or may have had requests time out. **Why did it happen?** This issue occurred due to a sudden spike in the number of resources required by our backend services. The resulting memory overload issue caused some request handlers to time out before they could properly process incoming alerts. **How did we respond?** As soon as the xMatters Customer Support team confirmed the issue from the monitoring tools, they initiate the internal major incident management process and engaged the xMatters Engineering teams. To immediately mitigate the issue and restore service quickly, the incident response teams performed a rolling restart for the affected services. As soon as the restart was completed, the system resumed processing alerts and all services were restored. **What are we doing to prevent it from happening again?** The Engineering teams have implemented a performance enhancement for backend service queries. In addition, the teams are evaluating and testing additional methods to help mitigate resource spikes and prevent them from impacting alert notifications in the future. Once development and testing are complete, we'll deploy these changes with our regularly scheduled maintenance. **Timeline:** July 5th, 2024 8:35AM PT - xMatters internal monitoring tools alert to potential issue. 9:22AM PT - Issue identified. 9:36AM PT - Rolling restart initiated. 10:16AM PT - Issue Resolved.

1. 1 Gouere 2024 da 06:23 UTCinvestigating

   xMatters monitoring tools have identified a potential issue with xMatters for some clients in the North America region. We are currently investigating the issue and will update as information becomes available. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

2. 1 Gouere 2024 da 06:39 UTCmonitoring

   The xMatters Incident Response team has deployed a fix for the issue. We are currently monitoring the situation to ensure the implementation is stable and that all services are restored.

3. 1 Gouere 2024 da 08:21 UTCresolved

   The issue has been addressed, and all services have been restored. Thank you for your patience while we addressed this matter.

1. 18 Mezheven 2024 da 23:16 UTCinvestigating

   xMatters monitoring tools have identified a potential issue with xMatters for some clients in the North America region. We are currently investigating the issue and will update as information becomes available. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

2. 18 Mezheven 2024 da 23:26 UTCidentified

   The xMatters Incident Response team has identified the source of the issue and is working on a fix. We will update once a solution has been identified and implemented.

3. 18 Mezheven 2024 da 23:34 UTCmonitoring

   The xMatters Incident Response team has deployed a fix for the issue. We are currently monitoring the situation to ensure the implementation is stable and that all services are restored.

4. 18 Mezheven 2024 da 23:38 UTCresolved

   The issue has been addressed, and all services have been restored. Thank you for your patience while we addressed this matter.

1. 24 Mae 2024 da 01:00 UTCinvestigating

   We are currently investigating an issue with one of our scheduler services impacting customers in Australia.

2. 24 Mae 2024 da 01:03 UTCinvestigating

   We are continuing to investigate this issue.

3. 24 Mae 2024 da 01:04 UTCinvestigating

   xMatters monitoring tools have identified a potential issue with xMatters On-Demand for some clients located in the Asia Pacific region. We are currently investigating the issue and will update as information becomes available. Please see incident details for specific services impacted. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

4. 24 Mae 2024 da 01:08 UTCidentified

   The xMatters Incident Response team has identified the source of the issue and is working on a fix. We will update once a solution has been identified and implemented.

5. 24 Mae 2024 da 01:12 UTCmonitoring

   The xMatters Incident Response team has deployed a fix for the issue. We are currently monitoring the situation to ensure the implementation is stable and that all services are restored.

6. 24 Mae 2024 da 01:23 UTCresolved

   The issue has been addressed, and all services have been restored. Thank you for your patience while we addressed this matter.