Istoricul incidentelor Xmatters

1. 20 octombrie 2026 la 06:24 UTCinvestigating

   instrumentele de monitorizare xMatters au identificat o problemă potențială cu xMatters On-Demand pentru unii clienți din regiunea Europei. Investigăm în prezent problema și vom actualiza pe măsură ce informațiile devin disponibile. Vă rugăm să consultați detaliile incidentului pentru anumite servicii afectate. Dacă sunteți, de asemenea, se confruntă cu probleme, sau dacă nu sunteți sigur dacă această problemă are impact asupra serviciului dumneavoastră, vă rugăm să contactați XMatters Client Assistant la https://support.xmatters.com/hc/en-us/questions/new - agenții noștri de sprijin așteaptă să ajute.

2. 20 octombrie 2026 la 06:31 UTCidentified

   Echipa XMatters Incident Response a identificat sursa problemei și lucrează la un fix. Vom actualiza odată ce o soluție a fost identificată și pusă în aplicare.

3. 20 octombrie 2026 la 06:36 UTCmonitoring

   Echipa XMatters Incident Reaction a implementat un fix pentru problema. În prezent, monitorizăm situația pentru a ne asigura că punerea în aplicare este stabilă și că toate serviciile sunt restabilite.

4. 20 octombrie 2026 la 22:27 UTCresolved

   Problema a fost abordată și toate serviciile au fost restaurate. Vă mulțumim pentru răbdare în timp ce am abordat această chestiune.

5. 24 octombrie 2026 la 00:21 UTCpostmortem

   Ce s-a întâmplat? Pe 19 octombrie 2026, xMatters instrumente interne de monitorizare detectat degradarea serviciului la 10:03 PM Pacific. La scurt timp după aceea, unii clienți au raportat probleme de acces la xMatters sau utilizarea serviciilor de integrare și notificare. De ce s-a întâmplat? Google Cloud a suferit o pană care a afectat regiunea UE-Vest-2. Acest lucru a perturbat serviciile xMatters în regiunea afectată. ** Cum am răspuns?** XMatters Support, Engineering, and Operations teams initiate the Major Incident Management process and atenuated the impact of the outage by failing systems over to other region. Serviciile au devenit disponibile ca sisteme de tranziție. xMatters a rămas în monitorizarea și stabilitatea verificată a serviciilor în timp ce Google a continuat activitatea de recuperare în regiunea afectată. ** Ce facem pentru a preveni să se întâmple din nou?** xMatters este conceput cu reziliență regională pentru a atenua impactul întreruperilor furnizorilor de infrastructură. În timpul acestui incident, aceste măsuri de reziliență au funcționat conform intenției și au permis trecerea serviciilor afectate către o altă regiune. Ingineria și operațiile revizuiesc răspunsul de soluționare a incidentelor pentru a identifica oportunitățile de raționalizare suplimentară a procedurilor de recuperare și de reducere a timpului de recuperare în timpul unor evenimente similare.

Traducere automată din actualizarea oficială a incidentului.

1. 1 octombrie 2026 la 17:22 UTCinvestigating

   instrumente de monitorizare xMatters au identificat o problemă potențială cu xMatters On-Demand pentru unii clienți situate în regiunea America de Nord. Investigăm în prezent problema și vom actualiza pe măsură ce informațiile devin disponibile. Vă rugăm să consultați detaliile incidentului pentru anumite servicii afectate. Dacă sunteți, de asemenea, se confruntă cu probleme, sau dacă nu sunteți sigur dacă această problemă are impact asupra serviciului dumneavoastră, vă rugăm să contactați XMatters Client Assistant la https://support.xmatters.com/hc/en-us/questions/new - agenții noștri de sprijin așteaptă să ajute.

2. 1 octombrie 2026 la 17:30 UTCinvestigating

   Continuăm să investigăm această problemă.

3. 1 octombrie 2026 la 17:40 UTCidentified

   Echipa XMatters Incident Response a identificat sursa problemei și lucrează la un fix. Vom actualiza odată ce o soluție a fost identificată și pusă în aplicare.

4. 1 octombrie 2026 la 17:45 UTCmonitoring

   Echipa XMatters Incident Reaction a implementat un fix pentru problema. În prezent, monitorizăm situația pentru a ne asigura că punerea în aplicare este stabilă și că toate serviciile sunt restabilite.

5. 1 octombrie 2026 la 18:56 UTCresolved

   Problema a fost abordată și toate serviciile au fost restaurate. Vă mulțumim pentru răbdare în timp ce am abordat această chestiune.

6. 13 octombrie 2026 la 20:12 UTCpostmortem

   Ce s-a întâmplat? La 1 octombrie 2026, xMatters monitorizează prima degradare a serviciului detectată la 9:27 AM Pacific, iar primul raport al clientului a fost primit la 10:03 AM. Clienții din SUA-EAST1 au avut probleme intermitente de acces la Interfață Web, API timeouts, și întârzieri sau eșecuri atunci când integrarea a inițiat alerte și notificări. Unii clienți din SUA-CENTRAL1 ar putea avea, de asemenea, probleme de notificare vocală în aceeași perioadă. De ce s-a întâmplat? În timpul creșterii automatizate a infrastructurii în SUA-EAST1, serviciile multiple de aplicare s-au concentrat pe aceeași resursă de calcul. Această resursă și-a atins capacitatea de prelucrare, reducând capacitatea disponibilă pentru a răspunde cererilor clienților. Degradarea serviciului a continuat în funcție de funcțiile xMatters dependente în timp ce a fost adăugată o capacitate de prelucrare suplimentară. ** Cum am răspuns?** De îndată ce primul client a raportat o problemă, XMatters Customer Support a inițiat procesul intern de gestionare a incidentelor majore și a angajat echipele de inginerie și operațiuni. Echipa de răspuns la incidente a crescut capacitatea de servicii, a monitorizat serviciile afectate și a verificat recuperarea pe Interfața Web, API-uri, integrări și procesarea notificării. Serviciul a început să se stabilizeze la 10:37 AM, iar impactul principal al clientului s-a încheiat la 10:46 AM. Echipa a continuat monitorizarea înainte de rezolvarea incidentului public la 11:56 AM. ** Ce facem pentru a preveni să se întâmple din nou?** Ingineria analizează capacitatea de servicii și controalele de distribuție a volumului de muncă pentru a reduce riscul ca mai multe servicii critice să concureze pentru aceleași resurse de calcul. Echipa examinează, de asemenea, controalele de sănătate și alertarea serviciilor, astfel încât problemele de capacitate să fie identificate mai devreme pentru a se asigura că capacitatea necesară este întotdeauna disponibilă.

Traducere automată din actualizarea oficială a incidentului.

1. 21 septembrie 2026 la 18:14 UTCinvestigating

   xMatters a identificat o problemă cu XMatters SMS Notificare pentru unii clienți din toate regiunile numerelor din Statele Unite și Canada din codul nostru scurt 87961. Am dat greş la codul nostru scurt 66936. Investigăm în prezent problema și vom actualiza pe măsură ce informațiile devin disponibile. Dacă sunteți, de asemenea, se confruntă cu probleme, sau dacă nu sunteți sigur dacă această problemă are impact asupra serviciului dumneavoastră, vă rugăm să contactați XMatters Client Assistant la https://support.xmatters.com/hc/en-us/questions/new - agenții noștri de sprijin așteaptă să ajute.

2. 21 septembrie 2026 la 18:41 UTCmonitoring

   Toate SMS trafic în SUA și Canada este acum livrate prin codul nostru scurt secundar 66936. În prezent, monitorizăm situația pentru a ne asigura că punerea în aplicare este stabilă și că toate serviciile sunt restabilite.

3. 16 octombrie 2026 la 16:03 UTCresolved

   Problema codului scurt a fost abordată şi toate notificările SMS către Canada şi Statele Unite sunt acum livrate din codul nostru scurt 87961. Vă mulțumim pentru răbdare în timp ce am abordat această chestiune.

4. 16 octombrie 2026 la 16:24 UTCpostmortem

   Ce s-a întâmplat? Pe 21 septembrie 2026, clienții au raportat o problemă către XMatters Client Assistion, unde mesajele SMS nu au fost trimise utilizatorilor finali din America de Nord. De ce s-a întâmplat? Eșecurile de livrare SMS au avut loc deoarece codul scurt folosit pentru a trimite mesaje SMS a devenit indisponibil. Sistemul ar fi trebuit să direcționeze automat mesajele eșuate prin intermediul furnizorului secundar de mesagerie. Cu toate acestea, eroarea specifică returnată pentru aceste eșecuri nu a declanşat procesul de dezagregare configurat, cauzând livrarea de SMS perturbată utilizatorilor finali din SUA și Canada. ** Cum am răspuns?** Odată ce Inginerie a identificat problema de livrare SMS, au inițiat procesul de gestionare a incidentelor majore și a început eliminarea codului scurt afectat din configurația de mesagerie. În timpul acestui proces, Ingineria a întâmpinat probleme suplimentare care au împiedicat sistemul să schimbe automat traficul SMS cu furnizorul secundar de mesaje. Ingineria a intervenit manual pentru a finaliza trecerea la furnizorul secundar și a restabili livrarea SMS. După ce serviciul a fost recuperat, Sala Motoarelor a monitorizat sistemul pentru a confirma că livrarea SMS funcţiona normal. ** Ce facem pentru a preveni să se întâmple din nou?** Inginerie rutat de trafic SMS prin furnizorul de mesagerie secundară în timp ce au lucrat pentru a restabili codul scurt primar anterior. Ingineria se adresează, de asemenea, comportamentului eșuat care a împiedicat sistemul de la comutarea automată a furnizorilor atunci când a avut loc această eroare specifică. Aceste îmbunătățiri ale procesului vor reduce riscul unei emisiuni similare de cod scurt care va perturba livrarea SMS în viitor.

Traducere automată din actualizarea oficială a incidentului.

1. 1 iulie 2026 la 19:53 UTCinvestigating

   instrumente de monitorizare xMatters au identificat o problemă cu xMatters On-Demand pentru unii clienți situate în regiunea America de Nord, limitată la un cluster de baze de date. Investigăm în prezent problema și vom actualiza pe măsură ce informațiile devin disponibile. Dacă sunteți, de asemenea, se confruntă cu probleme, sau dacă nu sunteți sigur dacă această problemă are impact asupra serviciului dumneavoastră, vă rugăm să contactați XMatters Client Assistant la https://support.xmatters.com/hc/en-us/questions/new - agenții noștri de sprijin așteaptă să ajute.

2. 1 iulie 2026 la 20:07 UTCmonitoring

   Echipa XMatters Incident Reaction a implementat un fix pentru problema. În prezent, monitorizăm situația pentru a ne asigura că punerea în aplicare este stabilă și că toate serviciile sunt restabilite.

3. 1 iulie 2026 la 20:21 UTCresolved

   Problema a fost abordată și toate serviciile au fost restaurate. Vă mulțumim pentru răbdare în timp ce am abordat această chestiune.

4. 9 iulie 2026 la 19:21 UTCpostmortem

   Ce s-a întâmplat? Pe 1 iulie 2026, unii clienţi au raportat o problemă către XMatters Customer Support, unde s-au întâlnit erori de autentificare atunci când au accesat interfaţa de utilizator web. De ce s-a întâmplat? Această problemă a avut loc pentru că un grup de baze de date a ajuns la o utilizare a resurselor de 100%, cauzând cereri de baze de date pentru a time out. Un model excepţional de trafic a expus un set de întrebări lente, care au crescut semnificativ latenţa interogării asupra grupului. Pe măsură ce latența a crescut, a existat foamete de resurse și degradarea în continuare a receptivității grupului, ceea ce a dus la pauze. ** Cum am răspuns?** Imediat ce Asistenţa Clienţilor a confirmat problema, au angajat echipele de Inginerie să investigheze. Așa cum a fost proiectat, sistemul s-a restabilit înainte ca Ingineria să poată implementa orice acțiune de atenuare sau de recuperare, dar echipele erau încă capabile să identifice și să izoleze cauza principală. ** Ce facem pentru a preveni să se întâmple din nou?** Pentru a preveni reapariţia acestei probleme, echipa de inginerie a proiectat, dezvoltat şi testat un fix. Ei au implementat fix în dimineața de miercuri, 8 iulie 2026, și a fost implementat cu succes pentru toate cazurile.

Traducere automată din actualizarea oficială a incidentului.

1. 1 mai 2026 la 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 mai 2026 la 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 mai 2026 la 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 mai 2026 la 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 mai 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 martie 2026 la 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 martie 2026 la 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 martie 2026 la 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 martie 2026 la 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 noiembrie 2025 la 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 noiembrie 2025 la 13:55 UTCinvestigating

   We are continuing to investigate this issue.

3. 21 noiembrie 2025 la 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 noiembrie 2025 la 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 octombrie 2025 la 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 octombrie 2025 la 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 octombrie 2025 la 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 octombrie 2025 la 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 octombrie 2025 la 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 octombrie 2025 la 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 octombrie 2025 la 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 septembrie 2025 la 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 septembrie 2025 la 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 septembrie 2025 la 04:32 UTCidentified

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

4. 24 septembrie 2025 la 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 septembrie 2025 la 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 octombrie 2025 la 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 august 2025 la 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 august 2025 la 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 august 2025 la 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 august 2025 la 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 august 2025 la 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 iunie 2025 la 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 iunie 2025 la 20:46 UTCresolved

   We have now resolved the issue with our support center.

1. 12 iunie 2025 la 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 iunie 2025 la 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 iunie 2025 la 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 iunie 2025 la 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 iunie 2025 la 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 iunie 2025 la 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 iunie 2025 la 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 mai 2025 la 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 mai 2025 la 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 mai 2025 la 17:54 UTCidentified

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

4. 13 mai 2025 la 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 mai 2025 la 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 mai 2025 la 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 aprilie 2025 la 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 aprilie 2025 la 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 aprilie 2025 la 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 aprilie 2025 la 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 aprilie 2025 la 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 aprilie 2025 la 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 aprilie 2025 la 21:18 UTCmonitoring

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

8. 3 aprilie 2025 la 21:45 UTCresolved

   This incident has been resolved.

9. 7 aprilie 2025 la 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 iulie 2024 la 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 iulie 2024 la 16:36 UTCmonitoring

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

3. 5 iulie 2024 la 17:16 UTCresolved

   This incident has been resolved.

4. 12 iulie 2024 la 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 iulie 2024 la 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 iulie 2024 la 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 iulie 2024 la 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 iunie 2024 la 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 iunie 2024 la 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 iunie 2024 la 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 iunie 2024 la 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 mai 2024 la 01:00 UTCinvestigating

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

2. 24 mai 2024 la 01:03 UTCinvestigating

   We are continuing to investigate this issue.

3. 24 mai 2024 la 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 mai 2024 la 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 mai 2024 la 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 mai 2024 la 01:23 UTCresolved

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