Cronologia delle interruzioni di Xmatters

1. 20 ottobre 2026 alle ore 06:24 UTCinvestigating

   xMatters strumenti di monitoraggio hanno identificato un potenziale problema con xMatters On-Demand per alcuni clienti situati nella regione Europa. Stiamo attualmente indagando sul problema e aggiorneremo come le informazioni diventano disponibili. Si prega di consultare i dettagli degli incidenti per i servizi specifici colpiti. Se si verificano anche problemi, o se non si è sicuri se questo problema influisce sul vostro servizio, si prega di contattare xMatters Customer Assistance all'indirizzo https://support.xmatters.com/hc/en-us/requests/new - i nostri agenti di supporto sono in attesa di aiutare.

2. 20 ottobre 2026 alle ore 06:31 UTCidentified

   Il team xMatters Incident Response ha identificato la fonte del problema e sta lavorando su una correzione. Si aggiornerà una volta identificata e implementata una soluzione.

3. 20 ottobre 2026 alle ore 06:36 UTCmonitoring

   Il team xMatters Incident Response ha implementato una correzione per il problema. Stiamo monitorando la situazione per garantire che l'implementazione sia stabile e che tutti i servizi siano ripristinati.

4. 20 ottobre 2026 alle ore 22:27 UTCresolved

   Il problema è stato affrontato e tutti i servizi sono stati ripristinati. Grazie per la vostra pazienza mentre abbiamo affrontato questa questione.

5. 24 ottobre 2026 alle ore 00:21 UTCpostmortem

   Che e' successo? Il 19 ottobre 2026, gli strumenti di monitoraggio interno xMatters hanno rilevato il degrado di servizio alle 10:03 PM Pacific. Poco dopo, alcuni clienti hanno riferito di avere problemi di accesso a xMatters o utilizzando servizi di integrazione e notifica. Perche' e' successo? Google Cloud ha sperimentato un outage che interessa la sua regione UE-Ovest-2. Questo ha interrotto i servizi xMatters nella regione interessata. Come abbiamo risposto? I team di supporto, ingegneria e operazioni di xMatters hanno avviato il processo Major Incident Management e hanno mitigato l'impatto dell'esternalizzazione causando l'assenza di sistemi colpiti in un'altra regione. I servizi sono diventati disponibili come sistemi di transizione. xMatters è rimasto nel monitoraggio e stabilità del servizio verificata mentre Google ha continuato il lavoro di recupero nella sua regione interessata. Cosa stiamo facendo per impedire che accada di nuovo? xMatters è progettato con resilienza regionale per mitigare l'impatto delle interruzioni dei fornitori di infrastrutture. Durante questo incidente, tali misure di resilienza hanno funzionato come previsto e hanno permesso ai servizi interessati di essere trasferiti in un'altra regione. Ingegneria e Operazioni stanno rivedendo la risposta della risoluzione degli incidenti per identificare le opportunità per semplificare ulteriormente le procedure di recupero e ridurre il tempo di recupero durante eventi simili.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 1 ottobre 2026 alle ore 17:22 UTCinvestigating

   xMatters strumenti di monitoraggio hanno identificato un potenziale problema con xMatters On-Demand per alcuni clienti situati nella regione del Nord America. Stiamo attualmente indagando sul problema e aggiorneremo come le informazioni diventano disponibili. Si prega di consultare i dettagli degli incidenti per i servizi specifici colpiti. Se si verificano anche problemi, o se non si è sicuri se questo problema influisce sul vostro servizio, si prega di contattare xMatters Customer Assistance all'indirizzo https://support.xmatters.com/hc/en-us/requests/new - i nostri agenti di supporto sono in attesa di aiutare.

2. 1 ottobre 2026 alle ore 17:30 UTCinvestigating

   Stiamo continuando a indagare su questo problema.

3. 1 ottobre 2026 alle ore 17:40 UTCidentified

   Il team xMatters Incident Response ha identificato la fonte del problema e sta lavorando su una correzione. Si aggiornerà una volta identificata e implementata una soluzione.

4. 1 ottobre 2026 alle ore 17:45 UTCmonitoring

   Il team xMatters Incident Response ha implementato una correzione per il problema. Stiamo monitorando la situazione per garantire che l'implementazione sia stabile e che tutti i servizi siano ripristinati.

5. 1 ottobre 2026 alle ore 18:56 UTCresolved

   Il problema è stato affrontato e tutti i servizi sono stati ripristinati. Grazie per la vostra pazienza mentre abbiamo affrontato questa questione.

6. 13 ottobre 2026 alle ore 20:12 UTCpostmortem

   Che e' successo? Il 1o ottobre 2026, xMatters monitoraggio primo rilevato degrado di servizio alle 9:27 AM Pacific, e il primo rapporto cliente è stato ricevuto alle 10:03 AM. I clienti negli Stati Uniti-EAST1 hanno sperimentato problemi di accesso intermittente Web Interface, timeout API, e ritardi o guasti quando le integrazioni avviano avvisi e notifiche. Alcuni clienti in US-CENTRAL1 possono anche avere sperimentato problemi di notifica vocale durante lo stesso periodo. Perche' e' successo? Durante lo scaling automatico delle infrastrutture negli Stati Uniti-EAST1, più servizi applicativi si concentrarono sulla stessa risorsa di calcolo. Tale risorsa ha raggiunto la sua capacità di elaborazione, riducendo la capacità disponibile a soddisfare le richieste dei clienti. Il degrado del servizio è continuato attraverso le funzioni xMatters dipendenti mentre la capacità di elaborazione aggiuntiva è stata aggiunta. Come abbiamo risposto? Non appena il primo cliente ha segnalato un problema, xMatters Customer Support ha avviato il processo interno Major Incident Management e ha impegnato i team Engineering and Operations. Il team di risposta incidente ha aumentato la capacità di servizio, monitorato i servizi interessati, e il recupero verificato attraverso l'interfaccia Web, API, integrazioni e elaborazione delle notifiche. Il servizio ha cominciato a stabilizzarsi entro le 10:37 AM, e l'impatto primario del cliente si è concluso alle 10:46 AM. Il team ha continuato a monitorare prima di risolvere l'incidente pubblico alle 11:56. Cosa stiamo facendo per impedire che accada di nuovo? Engineering sta rivedendo i controlli di capacità di servizio e distribuzione dei carichi di lavoro per ridurre il rischio di servizi critici multipli concorrenti per le stesse risorse di calcolo. Il team sta inoltre esaminando i controlli sanitari e gli avvisi di servizio in modo che i problemi di capacità siano identificati prima per garantire la capacità necessaria è sempre disponibile.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 21 settembre 2026 alle ore 18:14 UTCinvestigating

   xMatters ha identificato un problema con xMatters SMS Notifica per alcuni clienti in Tutte le regioni ai numeri negli Stati Uniti e in Canada dal nostro breve codice 87961. Abbiamo fallito nel nostro codice breve secondario 66936. Stiamo attualmente indagando sul problema e aggiorneremo come le informazioni diventano disponibili. Se si verificano anche problemi, o se non si è sicuri se questo problema influisce sul vostro servizio, si prega di contattare xMatters Customer Assistance all'indirizzo https://support.xmatters.com/hc/en-us/requests/new - i nostri agenti di supporto sono in attesa di aiutare.

2. 21 settembre 2026 alle ore 18:41 UTCmonitoring

   Tutto il traffico SMS per gli Stati Uniti e il Canada è ora in fase di consegna attraverso il nostro codice breve secondario 66936. Stiamo monitorando la situazione per garantire che l'implementazione sia stabile e che tutti i servizi siano ripristinati.

3. 16 ottobre 2026 alle ore 16:03 UTCresolved

   Il problema del codice breve è stato affrontato, e tutte le notifiche SMS al Canada e agli Stati Uniti sono ora consegnati dal nostro codice corto 87961. Grazie per la vostra pazienza mentre abbiamo affrontato questa questione.

4. 16 ottobre 2026 alle ore 16:24 UTCpostmortem

   Che e' successo? Il 21 settembre 2026, i clienti hanno segnalato un problema a xMatters Client Assistance dove i messaggi SMS non sono stati in grado di inviare agli utenti finali in Nord America. Perche' e' successo? I guasti di consegna SMS si sono verificati perché il codice breve utilizzato per inviare messaggi SMS è diventato non disponibile. Il sistema avrebbe dovuto inoltrare automaticamente messaggi falliti tramite il fornitore di messaggi secondari. Tuttavia, l'errore specifico restituito per questi errori non ha innescato il processo di failover configurato, causando la consegna di SMS disturbato agli utenti finali negli Stati Uniti e in Canada. Come abbiamo risposto? Una volta che Engineering ha identificato il problema di consegna SMS, hanno avviato il processo di gestione principale degli incidenti e hanno iniziato a rimuovere il codice breve interessato dalla configurazione di messaggistica. Durante questo processo, Engineering ha incontrato ulteriori problemi che hanno impedito al sistema di passare automaticamente il traffico SMS al fornitore di messaggi secondari. Ingegneria intervenne manualmente per completare l'interruttore al fornitore secondario e ripristinare la consegna SMS. Dopo il servizio recuperato, Engineering ha monitorato il sistema per confermare che la consegna SMS era operativa normalmente. Cosa stiamo facendo per impedire che accada di nuovo? Ingegneria ha percorso il traffico SMS attraverso il fornitore di messaggistica secondaria mentre hanno lavorato per ripristinare il precedente codice breve primario. Ingegneria sta anche affrontando il comportamento di failover che ha impedito al sistema di cambiare automaticamente i fornitori quando si è verificato questo errore specifico. Questi miglioramenti al processo ridurranno il rischio di un problema simile di codice breve che interrompe la consegna degli SMS in futuro.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 1 luglio 2026 alle ore 19:53 UTCinvestigating

   xMatters strumenti di monitoraggio hanno identificato un problema con xMatters On-Demand per alcuni clienti situati nella regione del Nord America, limitato a un cluster di database. Stiamo attualmente indagando sul problema e aggiorneremo come le informazioni diventano disponibili. Se si verificano anche problemi, o se non si è sicuri se questo problema influisce sul vostro servizio, si prega di contattare xMatters Customer Assistance all'indirizzo https://support.xmatters.com/hc/en-us/requests/new - i nostri agenti di supporto sono in attesa di aiutare.

2. 1 luglio 2026 alle ore 20:07 UTCmonitoring

   Il team xMatters Incident Response ha implementato una correzione per il problema. Stiamo monitorando la situazione per garantire che l'implementazione sia stabile e che tutti i servizi siano ripristinati.

3. 1 luglio 2026 alle ore 20:21 UTCresolved

   Il problema è stato affrontato e tutti i servizi sono stati ripristinati. Grazie per la vostra pazienza mentre abbiamo affrontato questa questione.

4. 9 luglio 2026 alle ore 19:21 UTCpostmortem

   Che e' successo? Il 1 ° luglio 2026, alcuni clienti hanno riferito un problema a xMatters Customer Support dove stavano incontrando errori di autenticazione quando si accede all'interfaccia utente web. Perche' e' successo? Questo problema si è verificato perché un cluster di database ha raggiunto il 100% di utilizzo delle risorse, causando le richieste del database di time out. Un modello di traffico eccezionale ha esposto una serie di query lento-running, che significativamente aumentato latenza query sul cluster. Con l'aumento della latenza, c'era la fame di risorse e un ulteriore degrado della reattività del cluster, con conseguente timeout. Come abbiamo risposto? Non appena il Customer Support ha confermato il problema, hanno impegnato i team di Ingegneria per indagare. Come progettato, il sistema si era restaurato prima che Engineering potesse implementare qualsiasi azione di mitigazione o recupero, ma le squadre erano ancora in grado di identificare e isolare la causa principale. Cosa stiamo facendo per impedire che accada di nuovo? Per evitare che questo problema si ripeta, il Team Engineering ha progettato, sviluppato e testato una correzione. Hanno implementato la correzione la mattina di mercoledì 8 luglio 2026, ed è stato implementato con successo per tutti i casi.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 1 maggio 2026 alle ore 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 maggio 2026 alle ore 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 maggio 2026 alle ore 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 maggio 2026 alle ore 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 maggio 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 marzo 2026 alle ore 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 marzo 2026 alle ore 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 marzo 2026 alle ore 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 marzo 2026 alle ore 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 novembre 2025 alle ore 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 novembre 2025 alle ore 13:55 UTCinvestigating

   We are continuing to investigate this issue.

3. 21 novembre 2025 alle ore 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 novembre 2025 alle ore 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 ottobre 2025 alle ore 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 ottobre 2025 alle ore 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 ottobre 2025 alle ore 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 ottobre 2025 alle ore 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 ottobre 2025 alle ore 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 ottobre 2025 alle ore 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 ottobre 2025 alle ore 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 settembre 2025 alle ore 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 settembre 2025 alle ore 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 settembre 2025 alle ore 04:32 UTCidentified

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

4. 24 settembre 2025 alle ore 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 settembre 2025 alle ore 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 ottobre 2025 alle ore 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 agosto 2025 alle ore 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 agosto 2025 alle ore 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 agosto 2025 alle ore 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 agosto 2025 alle ore 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 agosto 2025 alle ore 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 giugno 2025 alle ore 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 giugno 2025 alle ore 20:46 UTCresolved

   We have now resolved the issue with our support center.

1. 12 giugno 2025 alle ore 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 giugno 2025 alle ore 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 giugno 2025 alle ore 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 giugno 2025 alle ore 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 giugno 2025 alle ore 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 giugno 2025 alle ore 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 giugno 2025 alle ore 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 maggio 2025 alle ore 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 maggio 2025 alle ore 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 maggio 2025 alle ore 17:54 UTCidentified

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

4. 13 maggio 2025 alle ore 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 maggio 2025 alle ore 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 maggio 2025 alle ore 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 aprile 2025 alle ore 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 aprile 2025 alle ore 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 aprile 2025 alle ore 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 aprile 2025 alle ore 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 aprile 2025 alle ore 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 aprile 2025 alle ore 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 aprile 2025 alle ore 21:18 UTCmonitoring

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

8. 3 aprile 2025 alle ore 21:45 UTCresolved

   This incident has been resolved.

9. 7 aprile 2025 alle ore 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 luglio 2024 alle ore 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 luglio 2024 alle ore 16:36 UTCmonitoring

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

3. 5 luglio 2024 alle ore 17:16 UTCresolved

   This incident has been resolved.

4. 12 luglio 2024 alle ore 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 luglio 2024 alle ore 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 luglio 2024 alle ore 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 luglio 2024 alle ore 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 giugno 2024 alle ore 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 giugno 2024 alle ore 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 giugno 2024 alle ore 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 giugno 2024 alle ore 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 maggio 2024 alle ore 01:00 UTCinvestigating

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

2. 24 maggio 2024 alle ore 01:03 UTCinvestigating

   We are continuing to investigate this issue.

3. 24 maggio 2024 alle ore 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 maggio 2024 alle ore 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 maggio 2024 alle ore 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 maggio 2024 alle ore 01:23 UTCresolved

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