Xmatters 장애 기록

1. 2026년 10월 20일 오전 6:24 UTCinvestigating

   xMatters 모니터링 도구는 유럽 지역에 위치한 일부 클라이언트에 대한 xMatters On-Demand와 잠재적 인 문제를 식별했습니다. 우리는 현재 문제점을 조사하고 정보로 업데이트됩니다. 특정 서비스에 대한 사건 세부 사항 보기 문제가 발생할 경우, 또는이 문제가 귀하의 서비스에 영향을 미치는지 확실하지 않은 경우, https://support.xmatters.com/hc/en-us/requests/new에서 xMatters Client Assistance에 문의하십시오.

2. 2026년 10월 20일 오전 6:31 UTCidentified

   XMatters Incident 응답 팀은 문제점의 근원을 확인하고 고침에 일합니다. 한 번의 솔루션이 확인되고 구현되었습니다.

3. 2026년 10월 20일 오전 6:36 UTCmonitoring

   XMatters Incident Response 팀은 문제를 해결했습니다. 우리는 현재 구현을 보장하기 위해 상황을 모니터링하고 모든 서비스는 복원됩니다.

4. 2026년 10월 20일 오후 10:27 UTCresolved

   문제는 해결되고 모든 서비스는 복원되었습니다. 우리는이 문제를 해결하면서 당신의 인내심을 주셔서 감사합니다.

5. 2026년 10월 24일 오전 12:21 UTCpostmortem

   ** 무슨 일이 있었습니까? ** 에 10월 19, 2026, xMatters 내부 모니터링 도구 검출 서비스 degradation 에 10:03 오후 태평양. 짧은 후, 일부 고객은 xMatters에 액세스하거나 통합 및 알림 서비스를 사용하여 문제를 경험했습니다. **왜 발생 했습니까?** Google Cloud는 EU-West-2 지역에 영향을 미치는 정전을 경험했습니다. 영향을받는 지역에서 xMatters 서비스를 중단했습니다. **어떻게 응답 했습니까?** xMatters Support, Engineering 및 Operations 팀은 주요 법인 관리 프로세스를 시작했으며 다른 지역에 영향을 미치는 시스템을 실패하여 정전의 영향을 미쳤습니다. 서비스는 시스템 전환으로 제공됩니다. xMatters는 Google이 영향을받는 지역에서 복구 작업을 계속하면서 모니터링 및 검증된 서비스 안정성을 유지했습니다. **우리는 다시 일어나고 있는 것을 방지하고 있습니까? ** xMatters는 인프라 제공 업체의 영향을 미칩니다. 이 사건 중에는 다른 지역으로 전환 할 수 있도록 의도하고 영향을받는 서비스로 운영되는 탄력성 측정이 있습니다. 엔지니어링 및 운영은 더 간소화된 복구 절차에 대한 기회를 식별하고 유사한 행사 중 복구 시간을 줄일 수있는 사건 해결 응답을 검토하고 있습니다.

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 10월 1일 오후 5:22 UTCinvestigating

   xMatters 모니터링 도구는 북미 지역에 위치한 일부 클라이언트에 대한 xMatters On-Demand와 잠재적 인 문제를 식별했습니다. 우리는 현재 문제점을 조사하고 정보로 업데이트됩니다. 특정 서비스에 대한 사건 세부 사항 보기 문제가 발생할 경우, 또는이 문제가 귀하의 서비스에 영향을 미치는지 확실하지 않은 경우, https://support.xmatters.com/hc/en-us/requests/new에서 xMatters Client Assistance에 문의하십시오.

2. 2026년 10월 1일 오후 5:30 UTCinvestigating

   이 문제를 조사하고 있습니다.

3. 2026년 10월 1일 오후 5:40 UTCidentified

   XMatters Incident 응답 팀은 문제점의 근원을 확인하고 고침에 일합니다. 한 번의 솔루션이 확인되고 구현되었습니다.

4. 2026년 10월 1일 오후 5:45 UTCmonitoring

   XMatters Incident Response 팀은 문제를 해결했습니다. 우리는 현재 구현을 보장하기 위해 상황을 모니터링하고 모든 서비스는 복원됩니다.

5. 2026년 10월 1일 오후 6:56 UTCresolved

   문제는 해결되고 모든 서비스는 복원되었습니다. 우리는이 문제를 해결하면서 당신의 인내심을 주셔서 감사합니다.

6. 2026년 10월 13일 오후 8:12 UTCpostmortem

   ** 무슨 일이 있었습니까? ** 10월 1일, 2026일, xMatters는 9:27 AM Pacific에서 첫 번째 탐지 서비스 평가를 모니터링하고 첫 번째 고객 보고서는 오전 10시 3분에 접수되었습니다. US-EAST1의 고객은 Intermittent 웹 인터페이스 액세스 문제, API 타임 아웃 및 지연 또는 실패를 경험했습니다. US-CENTRAL1의 일부 고객은 동일한 기간 동안 음성 알림 문제를 경험할 수 있습니다. **왜 발생 했습니까?** 미국-EAST1의 자동화된 인프라 중에는 여러 애플리케이션 서비스가 동일한 컴퓨팅 리소스에 집중되었습니다. 그 자원은 처리 용량에 도달하여 고객에게 요청을 제공 할 수 있습니다. Service degradation은 별도의 처리 용량이 추가된 동안 xMatters 기능을 통해 계속됩니다. **어떻게 응답 했습니까?** 첫 번째 고객은 문제가보고 된대로 XMatters 고객 지원은 내부 주요 법인 관리 프로세스를 시작했으며 엔지니어링 및 운영 팀에 종사했습니다. 사건 응답 팀은 서비스 용량을 증가시키고, 영향을받는 서비스를 감시하고, 웹 인터페이스, APIs, 통합 및 알림 처리의 검증된 복구. 서비스는 오전 10시 37분, 오전 10시 46분에 종료된 기본 고객 영향으로 안정화되었습니다. 팀은 11 : 56 AM에서 대중 사건을 해결하기 전에 계속 모니터링했습니다. **우리는 다시 일어나고 있는 것을 방지하고 있습니까? ** 엔지니어링은 서비스 용량 및 워크로드 배포 제어를 검토하여 동일한 컴퓨팅 리소스에 대해 여러 중요한 서비스의 위험을 줄일 수 있습니다. 이 팀은 또한 서비스 건강 검사를 검토하고 필요한 용량이 항상 사용할 수 있도록 용량 문제 이전에 식별 된 것을 경고합니다.

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 9월 21일 오후 6:14 UTCinvestigating

   xMatters는 미국과 캐나다에 있는 모든 지역에 있는 몇몇 클라이언트를 위한 xMatters SMS 통보를 가진 문제점을 짧은 부호 87961에서 확인했습니다. 우리는 우리의 이차 짧은 부호 66936에 실패했습니다. 우리는 현재 문제점을 조사하고 정보로 업데이트됩니다. 문제가 발생할 경우, 또는이 문제가 귀하의 서비스에 영향을 미치는지 확실하지 않은 경우, https://support.xmatters.com/hc/en-us/requests/new에서 xMatters Client Assistance에 문의하십시오.

2. 2026년 9월 21일 오후 6:41 UTCmonitoring

   미국과 캐나다의 모든 SMS 트래픽은 이제 우리의 이차 짧은 코드 66936을 통해 전달됩니다. 우리는 현재 구현을 보장하기 위해 상황을 모니터링하고 모든 서비스는 복원됩니다.

3. 2026년 10월 16일 오후 4:03 UTCresolved

   짧은 코드 이슈가 해결되었으며, 캐나다에 SMS 알림 및 미국은 이제 87961 짧은 코드에서 전달됩니다. 우리는이 문제를 해결하면서 당신의 인내심을 주셔서 감사합니다.

4. 2026년 10월 16일 오후 4:24 UTCpostmortem

   ** 무슨 일이 있었습니까? ** 9월 21일, 2026일, SMS 메시지가 북미에서 최종 사용자로 전송되기 위해 실패한 xMatters Client Assistance에 대한 문제점을 보고했습니다. **왜 발생 했습니까?** SMS 배송 실패는 SMS 메시지를 전달하기 위해 사용되는 짧은 코드가 사용할 수 없기 때문에 발생했습니다. 시스템은 자동으로 차분한 메시징 공급자를 통해 메시지가 실패해야 합니다. 그러나 이러한 실패에 대한 특정 오류가 반환 된 것은 구성 장애 프로세스를 트리거하지 않았다, 미국과 캐나다의 사용자를 종료 SMS 배달을 중단했다. **어떻게 응답 했습니까?** 한 번 엔지니어링 SMS 배달 문제를 식별, 그들은 주요 법인 관리 프로세스를 시작 및 메시징 구성에서 영향을받는 짧은 코드를 제거 시작. 이 과정에서, 엔지니어링은 자동 SMS 트래픽을 보조 메시징 공급자로 전환하여 시스템을 예방하는 추가 문제를 직면했습니다. 이차 공급자에 스위치를 완료하고 SMS 납품을 복구하기 위하여 수동으로 intervened. 서비스 복구 후, 엔지니어링은 SMS 배달이 정상적으로 작동되도록 시스템을 모니터링했다. **우리는 다시 일어나고 있는 것을 방지하고 있습니까? ** 이차 메시징 제공 업체를 통해 SMS 트래픽을 엔지니어링하고 이전 기본 단축 코드를 복원하기 위해 일했습니다. 엔지니어링은 이 특정 오류가 발생했을 때 자동으로 전환 공급자로부터 시스템을 방지하는 장애 조치도 해결하고 있습니다. 이 프로세스의 개선은 미래의 SMS 배달을 방해하는 유사한 짧은 코드 문제의 위험을 줄일 것입니다.

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 7월 1일 오후 7:53 UTCinvestigating

   xMatters 모니터링 도구는 하나의 데이터베이스 클러스터에 제한된 북미 지역에 위치한 일부 클라이언트에 대한 xMatters On-Demand의 문제를 식별했습니다. 우리는 현재 문제점을 조사하고 정보로 업데이트됩니다. 문제가 발생할 경우, 또는이 문제가 귀하의 서비스에 영향을 미치는지 확실하지 않은 경우, https://support.xmatters.com/hc/en-us/requests/new에서 xMatters Client Assistance에 문의하십시오.

2. 2026년 7월 1일 오후 8:07 UTCmonitoring

   XMatters Incident Response 팀은 문제를 해결했습니다. 우리는 현재 구현을 보장하기 위해 상황을 모니터링하고 모든 서비스는 복원됩니다.

3. 2026년 7월 1일 오후 8:21 UTCresolved

   문제는 해결되고 모든 서비스는 복원되었습니다. 우리는이 문제를 해결하면서 당신의 인내심을 주셔서 감사합니다.

4. 2026년 7월 9일 오후 7:21 UTCpostmortem

   ** 무슨 일이 있었습니까? ** 7 월 1 일, 2026, 일부 고객은 웹 사용자 인터페이스에 액세스 할 때 인증 오류가 발생 한 xMatters 고객 지원에 문제가보고했습니다. **왜 발생 했습니까?** 이 문제는 데이터베이스 클러스터가 100 % 리소스 활용에 도달했기 때문에, 데이터베이스 요청을 시간이 지남에. 탁월한 트래픽 패턴은 클러스터의 쿼리 지연을 크게 증가하는 느린 실행 쿼리의 세트를 노출. 대기 시간이 증가함에 따라, 클러스터의 응답성의 자원 전분과 더 분해가 발생했습니다. **어떻게 응답 했습니까?** 고객 지원이 문제가 확인되면 엔지니어링 팀을 조사했습니다. 설계로 시스템은 엔지니어링 전에 자체를 복원 한 것은 완화 또는 복구 작업을 구현 할 수 있었지만 팀은 여전히 루트 원인을 식별하고 격리 할 수있었습니다. **우리는 다시 일어나고 있는 것을 방지하고 있습니까? ** reoccurring에서이 문제를 방지하기 위해, 엔지니어링 팀은 설계, 개발 및 수정을 테스트했습니다. 그들은 수요일, 7 월 8, 2026의 아침에 수정을 배포하고 모든 인스턴스를 성공적으로 구현했습니다.

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 5월 1일 오전 8:45 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. 2026년 5월 1일 오전 9:01 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. 2026년 5월 1일 오전 9:03 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. 2026년 5월 1일 오전 9:19 UTCresolved

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

5. 2026년 5월 12일 오후 8:32 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. 2026년 4월 1일 오후 2:06 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. 2026년 4월 1일 오후 2:30 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. 2026년 4월 1일 오후 2:33 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. 2026년 4월 1일 오후 2:36 UTCresolved

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

5. 2026년 4월 6일 오후 11:21 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. 2026년 3월 10일 오후 8:36 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. 2026년 3월 10일 오후 8:51 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. 2026년 3월 10일 오후 8:54 UTCresolved

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

4. 2026년 3월 20일 오후 6:01 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. 2025년 11월 21일 오후 1:54 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. 2025년 11월 21일 오후 1:55 UTCinvestigating

   We are continuing to investigate this issue.

3. 2025년 11월 21일 오후 2:01 UTCresolved

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

4. 2025년 11월 27일 오후 6:42 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. 2025년 10월 20일 오전 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. 2025년 10월 20일 오후 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. 2025년 10월 21일 오후 4:34 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. 2025년 10월 29일 오후 9:52 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. 2025년 10월 10일 오후 10:58 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. 2025년 10월 14일 오후 3:58 UTCresolved

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

3. 2025년 10월 31일 오후 6:48 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. 2025년 9월 24일 오전 3:59 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. 2025년 9월 24일 오전 4:19 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. 2025년 9월 24일 오전 4:32 UTCidentified

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

4. 2025년 9월 24일 오전 4:34 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. 2025년 9월 24일 오전 4:43 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. 2025년 10월 15일 오전 6:16 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. 2025년 8월 6일 오전 3:27 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. 2025년 8월 6일 오전 3:44 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. 2025년 8월 6일 오전 3:59 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. 2025년 8월 6일 오전 5:18 UTCresolved

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

5. 2025년 8월 14일 오전 1:16 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. 2025년 6월 23일 오후 8:14 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. 2025년 6월 23일 오후 8:46 UTCresolved

   We have now resolved the issue with our support center.

1. 2025년 6월 12일 오후 6:47 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. 2025년 6월 12일 오후 7:04 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. 2025년 6월 12일 오후 7:34 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. 2025년 6월 12일 오후 8:06 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. 2025년 6월 12일 오후 8:53 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. 2025년 6월 12일 오후 10:12 UTCresolved

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

7. 2025년 6월 23일 오후 5:40 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. 2025년 5월 13일 오후 5:45 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. 2025년 5월 13일 오후 5:53 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. 2025년 5월 13일 오후 5:54 UTCidentified

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

4. 2025년 5월 13일 오후 6:03 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. 2025년 5월 13일 오후 8:46 UTCresolved

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

6. 2025년 5월 27일 오후 8:50 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. 2025년 4월 3일 오후 5:15 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. 2025년 4월 3일 오후 6:28 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. 2025년 4월 3일 오후 6:44 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. 2025년 4월 3일 오후 8:26 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. 2025년 4월 3일 오후 9:00 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. 2025년 4월 3일 오후 9:13 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. 2025년 4월 3일 오후 9:18 UTCmonitoring

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

8. 2025년 4월 3일 오후 9:45 UTCresolved

   This incident has been resolved.

9. 2025년 4월 7일 오후 6:55 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. 2024년 7월 5일 오후 4:19 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. 2024년 7월 5일 오후 4:36 UTCmonitoring

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

3. 2024년 7월 5일 오후 5:16 UTCresolved

   This incident has been resolved.

4. 2024년 7월 12일 오후 8:07 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. 2024년 7월 1일 오전 6:23 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. 2024년 7월 1일 오전 6:39 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. 2024년 7월 1일 오전 8:21 UTCresolved

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

1. 2024년 6월 18일 오후 11:16 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. 2024년 6월 18일 오후 11:26 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. 2024년 6월 18일 오후 11:34 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. 2024년 6월 18일 오후 11:38 UTCresolved

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

1. 2024년 5월 24일 오전 1:00 UTCinvestigating

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

2. 2024년 5월 24일 오전 1:03 UTCinvestigating

   We are continuing to investigate this issue.

3. 2024년 5월 24일 오전 1:04 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. 2024년 5월 24일 오전 1:08 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. 2024년 5월 24일 오전 1:12 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. 2024년 5월 24일 오전 1:23 UTCresolved

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