История сбоев Xmatters

1. 20 октября 2026 г. в 06:24 UTCinvestigating

   инструменты мониторинга xMatters выявили потенциальную проблему с XMatters On-Demand для некоторых клиентов, расположенных в регионе Европы. В настоящее время мы изучаем этот вопрос и будем обновлять по мере поступления информации. Пожалуйста, ознакомьтесь с деталями инцидента для конкретных затронутых служб. Если у вас также возникают проблемы или вы не уверены, влияет ли эта проблема на вашу услугу, пожалуйста, свяжитесь с XMatters Client Assistance по адресу https://support.xmatters.com/hc/en-us/requests/new - наши агенты поддержки ждут помощи.

2. 20 октября 2026 г. в 06:31 UTCidentified

   Команда реагирования на инциденты xMatters определила источник проблемы и работает над исправлением. Мы будем обновляться после того, как будет найдено и реализовано решение.

3. 20 октября 2026 г. в 06:36 UTCmonitoring

   Команда реагирования на инциденты xMatters развернула исправление проблемы. В настоящее время мы отслеживаем ситуацию, чтобы обеспечить стабильную реализацию и восстановление всех услуг.

4. 20 октября 2026 г. в 22:27 UTCresolved

   Вопрос решен, все службы восстановлены. Спасибо за ваше терпение, пока мы занимаемся этим вопросом.

5. 24 октября 2026 г. в 00:21 UTCpostmortem

   ** Что случилось? ** 19 октября 2026 года инструменты внутреннего мониторинга xMatters обнаружили ухудшение обслуживания в 10:03 вечера по тихоокеанскому времени. Вскоре после этого некоторые клиенты сообщили о проблемах с доступом к xMatters или использованием услуг интеграции и уведомлений. ** Почему это произошло? ** Google Cloud столкнулся с перебоями в работе своего региона ЕС-Запад-2. Это нарушило работу служб xMatters в пострадавшем регионе. ** Как мы отреагировали? ** Группы поддержки, инжиниринга и эксплуатации xMatters инициировали процесс управления крупными инцидентами и смягчили последствия отключения, перенеся затронутые системы в другой регион. Услуги стали доступны по мере перехода систем. xMatters продолжала отслеживать и проверять стабильность обслуживания, в то время как Google продолжал работу по восстановлению в пострадавшем регионе. Что мы делаем, чтобы предотвратить это снова? xMatters разработан с региональной устойчивостью для смягчения последствий отключений поставщиков инфраструктуры. В ходе этого инцидента эти меры по обеспечению устойчивости действовали по назначению и позволили перевести пострадавшие службы в другой регион. Инженерно-эксплуатационные службы изучают меры реагирования на инциденты, чтобы определить возможности для дальнейшей оптимизации процедур восстановления и сокращения времени восстановления во время аналогичных событий.

Автоматический перевод официального обновления инцидента.

1. 1 октября 2026 г. в 17:22 UTCinvestigating

   инструменты мониторинга xMatters выявили потенциальную проблему с XMatters On-Demand для некоторых клиентов, расположенных в регионе Северной Америки. В настоящее время мы изучаем этот вопрос и будем обновлять по мере поступления информации. Пожалуйста, ознакомьтесь с деталями инцидента для конкретных затронутых служб. Если у вас также возникают проблемы или вы не уверены, влияет ли эта проблема на вашу услугу, пожалуйста, свяжитесь с XMatters Client Assistance по адресу https://support.xmatters.com/hc/en-us/requests/new - наши агенты поддержки ждут помощи.

2. 1 октября 2026 г. в 17:30 UTCinvestigating

   Мы продолжаем расследование этого вопроса.

3. 1 октября 2026 г. в 17:40 UTCidentified

   Команда реагирования на инциденты xMatters определила источник проблемы и работает над исправлением. Мы будем обновляться после того, как будет найдено и реализовано решение.

4. 1 октября 2026 г. в 17:45 UTCmonitoring

   Команда реагирования на инциденты xMatters развернула исправление проблемы. В настоящее время мы отслеживаем ситуацию, чтобы обеспечить стабильную реализацию и восстановление всех услуг.

5. 1 октября 2026 г. в 18:56 UTCresolved

   Вопрос решен, все службы восстановлены. Спасибо за ваше терпение, пока мы занимаемся этим вопросом.

6. 13 октября 2026 г. в 20:12 UTCpostmortem

   ** Что случилось? ** 1 октября 2026 года мониторинг xMatters впервые выявил ухудшение обслуживания в 9:27 утра по тихоокеанскому времени, а первый отчет о клиентах был получен в 10:03 утра. Клиенты в US-EAST1 испытывали периодические проблемы с доступом к веб-интерфейсу, тайм-ауты API, задержки или сбои при интеграции. Некоторые клиенты в US-CENTRAL1 также могут испытывать проблемы с голосовыми уведомлениями в течение того же периода. ** Почему это произошло? ** Во время автоматизированного масштабирования инфраструктуры в US-EAST1 несколько сервисов приложений были сосредоточены на одном вычислительном ресурсе. Этот ресурс достиг своей вычислительной мощности, уменьшив емкость, доступную для обслуживания запросов клиентов. Деградация обслуживания продолжалась в зависимости от функций xMatters, при этом добавлялась дополнительная вычислительная мощность. ** Как мы отреагировали? ** Как только первый клиент сообщил о проблеме, служба поддержки клиентов xMatters инициировала внутренний процесс управления крупными инцидентами и привлекла инженерные и операционные команды. Команда реагирования на инциденты увеличила пропускную способность службы, контролировала затронутые службы и проверяла восстановление через веб-интерфейс, API, интеграцию и обработку уведомлений. Сервис начал стабилизироваться к 10:37 утра, а основное воздействие на клиентов закончилось в 10:46 утра. Команда продолжила мониторинг, прежде чем разрешить инцидент в 11:56 утра. Что мы делаем, чтобы предотвратить это снова? Инженерия изучает возможности обслуживания и контроль распределения рабочей нагрузки, чтобы снизить риск того, что несколько критически важных служб будут конкурировать за одни и те же вычислительные ресурсы. Кроме того, группа проводит обзор медицинских проверок и оповещения, с тем чтобы на более ранних этапах были выявлены проблемы с пропускной способностью, с тем чтобы обеспечить наличие необходимого потенциала.

Автоматический перевод официального обновления инцидента.

1. 21 сентября 2026 г. в 18:14 UTCinvestigating

   xMatters выявил проблему с SMS-уведомлением для некоторых клиентов во всех регионах по номерам в Соединенных Штатах и Канаде из нашего короткого кода 87961. Мы провалили наш вторичный короткий код 66936. В настоящее время мы изучаем этот вопрос и будем обновлять по мере поступления информации. Если у вас также возникают проблемы или вы не уверены, влияет ли эта проблема на вашу услугу, пожалуйста, свяжитесь с XMatters Client Assistance по адресу https://support.xmatters.com/hc/en-us/requests/new - наши агенты поддержки ждут помощи.

2. 21 сентября 2026 г. в 18:41 UTCmonitoring

   Весь SMS-трафик в США и Канаду теперь доставляется через наш вторичный короткий код 66936. В настоящее время мы отслеживаем ситуацию, чтобы обеспечить стабильную реализацию и восстановление всех услуг.

3. 16 октября 2026 г. в 16:03 UTCresolved

   Проблема короткого кода была решена, и все SMS-уведомления в Канаду и Соединенные Штаты теперь поставляются из нашего короткого кода 87961. Спасибо за ваше терпение, пока мы занимаемся этим вопросом.

4. 16 октября 2026 г. в 16:24 UTCpostmortem

   ** Что случилось? ** 21 сентября 2026 года клиенты сообщили о проблеме в XMatters Client Assistance, когда SMS-сообщения не отправлялись конечным пользователям в Северной Америке. ** Почему это произошло? ** Сбои в доставке SMS произошли из-за того, что короткий код, используемый для отправки SMS-сообщений, стал недоступным. Система должна была автоматически маршрутизировать несостоявшиеся сообщения через поставщика вторичных сообщений. Однако конкретная ошибка, вернувшаяся из-за этих сбоев, не привела к настроенному отказу, что привело к нарушению доставки SMS конечным пользователям в США и Канаде. ** Как мы отреагировали? ** После того, как инженеры выявили проблему доставки SMS, они инициировали процесс управления крупными инцидентами и начали удалять затронутый короткий код из конфигурации обмена сообщениями. В ходе этого процесса инженеры столкнулись с дополнительными проблемами, которые мешали системе автоматически переключать SMS-трафик на вторичного поставщика сообщений. Инженеры вручную вмешались, чтобы завершить переключение на вторичного поставщика и восстановить доставку SMS. После восстановления службы инженеры провели мониторинг системы, чтобы подтвердить, что доставка SMS работает нормально. Что мы делаем, чтобы предотвратить это снова? Инженеры направляли SMS-трафик через поставщика вторичных сообщений, пока они работали над восстановлением предыдущего основного короткого кода. Инженерия также решает проблему отказоустойчивости, которая мешала системе автоматически переключать поставщиков, когда произошла эта конкретная ошибка. Эти усовершенствования процесса уменьшат риск возникновения аналогичной проблемы с коротким кодом, нарушающей доставку SMS в будущем.

Автоматический перевод официального обновления инцидента.

1. 1 июля 2026 г. в 19:53 UTCinvestigating

   инструменты мониторинга xMatters выявили проблему с xMatters On-Demand для некоторых клиентов, расположенных в регионе Северной Америки. В настоящее время мы изучаем этот вопрос и будем обновлять по мере поступления информации. Если у вас также возникают проблемы или вы не уверены, влияет ли эта проблема на вашу услугу, пожалуйста, свяжитесь с XMatters Client Assistance по адресу https://support.xmatters.com/hc/en-us/requests/new - наши агенты поддержки ждут помощи.

2. 1 июля 2026 г. в 20:07 UTCmonitoring

   Команда реагирования на инциденты xMatters развернула исправление проблемы. В настоящее время мы отслеживаем ситуацию, чтобы обеспечить стабильную реализацию и восстановление всех услуг.

3. 1 июля 2026 г. в 20:21 UTCresolved

   Вопрос решен, все службы восстановлены. Спасибо за ваше терпение, пока мы занимаемся этим вопросом.

4. 9 июля 2026 г. в 19:21 UTCpostmortem

   ** Что случилось? ** 1 июля 2026 года некоторые клиенты сообщили о проблеме в службу поддержки клиентов xMatters, где они сталкивались с ошибками аутентификации при доступе к веб-интерфейсу пользователя. ** Почему это произошло? ** Эта проблема возникла из-за того, что кластер баз данных достиг 100% использования ресурсов, что привело к тому, что запросы на базы данных были отклонены. Исключительный шаблон трафика обнажил набор медленных запросов, что значительно увеличило задержку запросов в кластере. По мере увеличения задержки наблюдается истощение ресурсов и дальнейшее ухудшение реакции кластера, что приводит к тайм-ауту. ** Как мы отреагировали? ** Как только служба поддержки подтвердила проблему, они привлекли инженерные команды для расследования. Как и было задумано, система восстановилась до того, как инженеры смогли осуществить какие-либо действия по смягчению последствий или восстановлению, но команды все еще смогли определить и изолировать первопричину. Что мы делаем, чтобы предотвратить это снова? Чтобы предотвратить повторение этой проблемы, инженерная команда спроектировала, разработала и протестировала исправление. Они развернули ремонт утром в среду, 8 июля 2026 года, и он был успешно реализован во всех случаях.

Автоматический перевод официального обновления инцидента.

1. 1 мая 2026 г. в 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 мая 2026 г. в 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 мая 2026 г. в 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 мая 2026 г. в 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 мая 2026 г. в 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 апреля 2026 г. в 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 апреля 2026 г. в 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 апреля 2026 г. в 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 апреля 2026 г. в 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 апреля 2026 г. в 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 марта 2026 г. в 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 марта 2026 г. в 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 марта 2026 г. в 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 марта 2026 г. в 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 ноября 2025 г. в 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 ноября 2025 г. в 13:55 UTCinvestigating

   We are continuing to investigate this issue.

3. 21 ноября 2025 г. в 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 ноября 2025 г. в 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 октября 2025 г. в 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 октября 2025 г. в 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 октября 2025 г. в 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 октября 2025 г. в 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 октября 2025 г. в 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 октября 2025 г. в 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 октября 2025 г. в 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 сентября 2025 г. в 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 сентября 2025 г. в 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 сентября 2025 г. в 04:32 UTCidentified

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

4. 24 сентября 2025 г. в 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 сентября 2025 г. в 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 октября 2025 г. в 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 августа 2025 г. в 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 августа 2025 г. в 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 августа 2025 г. в 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 августа 2025 г. в 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 августа 2025 г. в 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 июня 2025 г. в 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 июня 2025 г. в 20:46 UTCresolved

   We have now resolved the issue with our support center.

1. 12 июня 2025 г. в 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 июня 2025 г. в 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 июня 2025 г. в 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 июня 2025 г. в 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 июня 2025 г. в 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 июня 2025 г. в 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 июня 2025 г. в 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 мая 2025 г. в 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 мая 2025 г. в 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 мая 2025 г. в 17:54 UTCidentified

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

4. 13 мая 2025 г. в 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 мая 2025 г. в 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 мая 2025 г. в 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 апреля 2025 г. в 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 апреля 2025 г. в 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 апреля 2025 г. в 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 апреля 2025 г. в 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 апреля 2025 г. в 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 апреля 2025 г. в 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 апреля 2025 г. в 21:18 UTCmonitoring

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

8. 3 апреля 2025 г. в 21:45 UTCresolved

   This incident has been resolved.

9. 7 апреля 2025 г. в 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 июля 2024 г. в 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 июля 2024 г. в 16:36 UTCmonitoring

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

3. 5 июля 2024 г. в 17:16 UTCresolved

   This incident has been resolved.

4. 12 июля 2024 г. в 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 июля 2024 г. в 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 июля 2024 г. в 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 июля 2024 г. в 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 июня 2024 г. в 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 июня 2024 г. в 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 июня 2024 г. в 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 июня 2024 г. в 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 мая 2024 г. в 01:00 UTCinvestigating

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

2. 24 мая 2024 г. в 01:03 UTCinvestigating

   We are continuing to investigate this issue.

3. 24 мая 2024 г. в 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 мая 2024 г. в 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 мая 2024 г. в 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 мая 2024 г. в 01:23 UTCresolved

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