Istoricul incidentelor Justcall

1. 1 septembrie 2026 la 17:44 UTCidentified

   În prezent ne confruntăm cu degradarea parţială a serviciilor care afectează Calling, Sales Dialer şi Inbound Call Services din cauza unei probleme de infrastructură aflate în curs de desfăşurare în GCP noi-central1, împreună cu un eşec API ridicat la furnizorul nostru de voce. Unii clienți pot experimenta eșecuri intermitente ale apelurilor sau probleme de conectivitate. Echipa noastră monitorizează în mod activ atât incidentele, cât și lucrările de restaurare a disponibilității complete a serviciilor cât mai repede posibil. GCP Status: https://status.cloud.google.com/incidente/J5ia5t9p3g9Q5Wi7r8Ev Situația furnizorului de voce: https://status.twilio.com/incidente/3txtvjthljkt

2. 1 septembrie 2026 la 19:51 UTCresolved

   Acest incident a fost rezolvat.

Traducere automată din actualizarea oficială a incidentului.

1. 18 august 2026 la 15:27 UTCidentified

   Problema a fost identificată și se pune în aplicare o soluție.

2. 18 august 2026 la 17:37 UTCmonitoring

   A fost implementată o soluţie şi monitorizăm rezultatele.

3. 18 august 2026 la 18:50 UTCresolved

   Acest incident a fost rezolvat.

Traducere automată din actualizarea oficială a incidentului.

1. 10 iulie 2026 la 15:23 UTCinvestigating

   În prezent investigăm această problemă.

2. 10 iulie 2026 la 15:25 UTCinvestigating

   Continuăm să investigăm această problemă.

3. 10 iulie 2026 la 16:05 UTCmonitoring

   A fost implementată o soluţie şi monitorizăm rezultatele.

4. 10 iulie 2026 la 16:08 UTCresolved

   Acest incident a fost rezolvat.

Traducere automată din actualizarea oficială a incidentului.

1. 11 iunie 2026 la 15:50 UTCinvestigating

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

2. 11 iunie 2026 la 16:05 UTCmonitoring

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

3. 11 iunie 2026 la 16:06 UTCresolved

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

1. 9 martie 2026 la 12:22 UTCinvestigating

   We are currently investigating this issue.

2. 9 martie 2026 la 12:24 UTCidentified

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

3. 9 martie 2026 la 12:25 UTCresolved

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

4. 9 martie 2026 la 12:35 UTCpostmortem

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

1. 1 decembrie 2025 la 18:21 UTCinvestigating

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

2. 1 decembrie 2025 la 18:23 UTCidentified

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

3. 1 decembrie 2025 la 18:23 UTCresolved

   This incident has been resolved.

1. 3 noiembrie 2025 la 11:03 UTCinvestigating

   We are currently investigating this issue.

2. 3 noiembrie 2025 la 11:04 UTCidentified

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

3. 3 noiembrie 2025 la 11:05 UTCmonitoring

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

4. 3 noiembrie 2025 la 11:06 UTCresolved

   This incident has been resolved.

1. 20 octombrie 2025 la 18:26 UTCmonitoring

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

2. 20 octombrie 2025 la 18:47 UTCmonitoring

   We are continuing to monitor for any further issues.

3. 20 octombrie 2025 la 19:15 UTCresolved

   This incident has been resolved.

1. 20 octombrie 2025 la 09:47 UTCinvestigating

   We are currently investigating this issue.

2. 20 octombrie 2025 la 09:49 UTCidentified

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

3. 20 octombrie 2025 la 09:51 UTCmonitoring

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

4. 20 octombrie 2025 la 10:40 UTCmonitoring

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

5. 20 octombrie 2025 la 10:41 UTCmonitoring

   We are continuing to monitor for any further issues.

6. 20 octombrie 2025 la 11:32 UTCresolved

   This incident has been resolved.

1. 12 septembrie 2025 la 12:30 UTCinvestigating

   We are currently investigating this issue.

2. 12 septembrie 2025 la 12:31 UTCidentified

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

3. 12 septembrie 2025 la 12:31 UTCresolved

   This incident has been resolved.

4. 12 septembrie 2025 la 12:36 UTCpostmortem

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

1. 16 iulie 2025 la 07:58 UTCidentified

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

2. 16 iulie 2025 la 07:59 UTCmonitoring

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

3. 16 iulie 2025 la 07:59 UTCresolved

   This incident has been resolved.

4. 16 iulie 2025 la 08:23 UTCpostmortem

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

1. 9 iulie 2025 la 14:42 UTCinvestigating

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

2. 9 iulie 2025 la 14:44 UTCmonitoring

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

3. 9 iulie 2025 la 14:45 UTCresolved

   This incident has been resolved.

4. 10 iulie 2025 la 15:50 UTCpostmortem

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

1. 7 aprilie 2025 la 12:01 UTCinvestigating

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

2. 7 aprilie 2025 la 12:04 UTCidentified

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

3. 7 aprilie 2025 la 12:05 UTCresolved

   This incident has been resolved.

1. 10 decembrie 2024 la 17:45 UTCinvestigating

   We are currently investigating this issue.

2. 10 decembrie 2024 la 17:53 UTCresolved

   This incident has been resolved.

1. 31 ianuarie 2024 la 16:45 UTCinvestigating

   We are currently investigating this issue.

2. 31 ianuarie 2024 la 17:27 UTCresolved

   This incident has been resolved.

3. 31 ianuarie 2024 la 17:58 UTCpostmortem

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

1. 1 septembrie 2023 la 12:15 UTCinvestigating

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

2. 1 septembrie 2023 la 12:18 UTCidentified

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

3. 1 septembrie 2023 la 12:19 UTCresolved

   This incident has been resolved.

1. 14 iunie 2023 la 14:18 UTCinvestigating

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

2. 14 iunie 2023 la 14:19 UTCidentified

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

3. 14 iunie 2023 la 14:20 UTCresolved

   This incident has been resolved.

1. 1 iunie 2023 la 15:50 UTCinvestigating

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

2. 1 iunie 2023 la 15:55 UTCidentified

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

3. 1 iunie 2023 la 15:55 UTCresolved

   This incident has been resolved.

1. 23 mai 2023 la 16:05 UTCinvestigating

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

2. 23 mai 2023 la 16:06 UTCinvestigating

   We are continuing to investigate this issue.

3. 23 mai 2023 la 16:08 UTCidentified

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

4. 23 mai 2023 la 16:15 UTCmonitoring

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

5. 23 mai 2023 la 16:19 UTCmonitoring

   We are continuing to monitor to ensure a full recovery.

6. 23 mai 2023 la 16:20 UTCresolved

   This incident has been resolved.

1. 28 aprilie 2023 la 12:22 UTCresolved

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