Sherweb outage history

We are currently investigating an issue impacting C2 ITSM . Impact Level: Investigating Current Progress: Our engineering team has been mobilized and is actively investigating the problem to determine the root cause and restore service. Next update: We will provide an update within 60 minutes.

This is an update regarding the ongoing disruption to our C2 ITSM environment Impact Level: Major Outage You may currently be experiencing delay accessing C2 or the inability to login into the environment Current Progress: Our team is still investigating and working on identifying the cause of the issue. Next Update: We will continue to monitor the status of service incident and will provide our next update by 17:00 EDT Sept 4th

This is an update regarding the ongoing disruption to our C2 ITSM environnment Impact Level: Major Outage You may currently be experiencing delay accessing C2 or the inability to login into the environment Current Progress: Our team is actively implementing a fix to address the issue and restore full service. We are closely monitoring the changes as they are applied. Slowness and the inability to login into c2 has been resolved Next Update: We will continue to monitor the fix implemented and will provide our next update by 17:00 EDT Sept 4th

The issue affecting our ITSM environment has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully restarted the mail engine at 16:05 , and we have verified that system stability has returned. Next Steps: We are conducting a thorough Root Cause Analysis (RCA) to understand why this happened and to implement safeguards preventing it from occurring again. We will share the post-incident report with you by September 14th . If you are still experiencing service-related issues, please contact our support team for further assistance.

We're currently investigating an issue affecting QBO logins. Some users may also see errors while using the different features inside the application. Our engineering team is actively working to resolve this, and we'll share updates as they become available. We apologize for the inconvenience.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

Our engineering team has figured out the root cause of the issue and a fix is in deployment, we are already seeing recovery across our systems and soon the service will be fully restored. We'll share updates as they become available. We apologize for the inconvenience this caused and thank you for your patience.

Our engineering team has figured out the root cause of the issue and a fix is in deployment, we are already seeing recovery across our systems and soon the service will be fully restored. We'll share updates as they become available. We apologize for the inconvenience this caused and thank you for your patience.

The issue has been fixed and we confirm the system recovery across all regions. We apologize for the inconvenience this caused and thank you for your patience.

We are currently investigating an issue impacting PurelyHR Web site . Impact Level: Investigating Current Progress: Our engineering team has been mobilized and is actively investigating the problem to determine the root cause and restore service. Next update: We will provide an update within 60 minutes.

This is an update regarding the ongoing disruption to PurelyHR . Impact Level: Recovering You should now be able to access the PurelyHR website ( https://www.purelyhr.com/). Current Progress: Our Team has implemented the fix, and we are monitoring the service closely to ensure stability and confirm that the issue is fully resolved. Next Update: We will continue to monitor the fix implemented and will provide our next update by 16:00 EDT.

The issue affecting PurelyHR website has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully implemented remediation measures at 14:00 EDT and has confirmed that website stability has been restored. Next Steps: We are conducting a thorough Root Cause Analysis (RCA) to understand why this happened and to implement safeguards preventing it from occurring again. We will share the post-incident report with you by the 8th of September . If you are still experiencing service-related issues, please contact our support team for further assistance.

We are currently investigating the cause of the errors when searching or viewing transactions.

We're currently investigating an issue affecting Search. Some users may see errors or be unable to find recently added data. Our engineering team is actively working to resolve this, and we'll share updates as they become available. We apologize for the inconvenience.

The search issues affecting QuickBooks have been resolved. We're continuing to monitor for full recovery. Thank you for your patience

We are currently investigating an issue impacting Cumulus Billing engine. Impact Level: Investigating Current Progress: Our engineering team has been mobilized and is actively investigating the problem to determine the root cause and restore service. Next update: We will provide an update within 60 minutes.

This is an update regarding the ongoing disruption to Cumulus. Impact Level: Resolved Latest Update: Our team successfully identified and fixed an issue with the billing engine at 17:25 EST. The affected partners will be contacted individually. If you are still experiencing service-related issues, please contact our support team for further assistance.

We are currently investigating an issue impacting VSPC (Veeam Service Provider Console) Impact Level: Performance Degraded You may currently be experiencing issues with the backup usage reporting and billing within VSPC (Veeam Service Provider Console). The reporting is not functioning correctly. Billing calculations based on reported usage may be affected. No direct impact to backup operations has been identified; the issue is currently limited to reporting and billing. Current Progress: Our team is still investigating and working on identifying the cause of the issue. We have opened a ticket with Veeam to investigate the issue. Next Update: We will provide our next update by August 27th, 12:00 PM EDT

We are currently investigating an issue impacting VSPC (Veeam Service Provider Console) Impact Level: Performance Degraded You may currently be experiencing issues with the backup usage reporting and billing within VSPC (Veeam Service Provider Console). The reporting is not functioning correctly. Billing calculations based on reported usage may be affected. No direct impact to backup operations has been identified; the issue is currently limited to reporting and billing. Current Progress: Our team is still investigating and working on identifying the cause of the issue. We have opened a ticket with Veeam to investigate the issue. The ticket has been escalated on their end for further investigation. Next Update: We will provide our next update by August 28th, 12:00 PM EDT

We are currently investigating an issue impacting VSPC (Veeam Service Provider Console) Impact Level: Recovering Billing for the current month-end cycle is expected to proceed normally. We have implemented a workaround that allows usage data to be processed and billed as expected. Please contact us if there is any discrepancy in your expected Veeam billing for August. Next Update: We will provide our next update by August 31th, 12:00 PM EDT

We are currently investigating an issue impacting VSPC (Veeam Service Provider Console) Impact Level: Recovering Billing for the current month-end cycle is expected to proceed normally. We have implemented a workaround that allows usage data to be processed and billed as expected. We are working directly with Veeam for a permanent fix. Please contact us if there is any discrepancy in your expected Veeam billing for August. Next Update: We will provide our next update by September 4th, 12:00 PM EDT

We are currently investigating an issue impacting VSPC (Veeam Service Provider Console) Impact Level: Recovering Billing for the current month-end cycle is expected to proceed normally. We have implemented a workaround that allows usage data to be processed and billed as expected. We still working directly with Veeam for a permanent fix. Please contact us if there is any discrepancy in your expected Veeam billing for August. Next Update: We will provide our next update by September 8th, 12:00 PM EDT

We are currently investigating an issue impacting our technical support tools . Impact Level: Investigating Current Progress: Our engineering team has been mobilized and is actively investigating the problem to determine the root cause and restore service. Next update: We will provide an update within 60 minutes.

This is an update regarding the ongoing disruption to our technical support tools . Impact Level: Investigating You may currently experience longer than expected delays when contacting our different support teams by email, chat or phone. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Next Update: We will continue to monitor the status of service incident and will provide our next update by 11:30 EDT.

This is an update regarding the ongoing disruption to our technical support tools . Impact Level: Investigating You may currently experience longer than normal wait times when contacting our support teams by email, chat, or phone. Customers may also encounter intermittent call failures when attempting to reach our teams. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Next Update: We will continue to monitor the status of service incident and will provide our next update by 13:00 EDT.

This is an update regarding the ongoing disruption to our technical support . Impact Level: Recovering You should now be able to contact our teams normally through email, chat and phone services. Current Progress: A fix was implemented, and we are monitoring the service closely to ensure stability and confirm that the issue is fully resolved. Next Update: We will continue to monitor the fix implemented and will provide our next update by 16:00 EDT .

The issue affecting ur technical support has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: A fix was successfully implemented at 11:45 EDT , and we have verified that system stability has returned. Next Steps: We are conducting a thorough Root Cause Analysis (RCA) to understand why this happened and to implement safeguards preventing it from occurring again. If you experience service-related issues, please contact our support team for further assistance.

We are aware that some customers are experiencing latency when using QuickBooks Online. Our engineering team is actively investigating the issue to identify the root cause and restore normal performance as quickly as possible. We appreciate your patience and will provide further updates as more information becomes available.

The latency issue with QuickBooks has been resolved. Engineering Team have implemented a fix and continue to monitor for full recovery

Earlier today, some users experienced issues with QuickBooks Online (QBO) features. Our teams have identified and resolved the underlying problem. All services are now restored and functioning normally. We appreciate your understanding and patience.

We are currently investigating an issue impacting Cumulus. Impact Level: Partial Outage You may currently be experiencing Users accessing Cumulus through Firefox may be unable to access organization pages. A generic application error is displayed when opening organizations, preventing navigation and management activities. The issue appears to affect all organizations tested and may impact any partner using Firefox as their primary browser. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Workaround: While we work to fully resolve this issue, you can temporarily bypass the problem by using Chrome or another supported browser until the issue is resolved. Next Update: We will provide our next update by 2026-08-04 12:00 EST

This is an update regarding the ongoing disruption to Cumulus. Impact Level: Partial Outage You may currently be experiencing Users accessing Cumulus through Firefox may be unable to access organisation pages. A generic application error is displayed when opening organisations, preventing navigation and management activities. The issue appears to affect all organisations tested and may impact any partner using Firefox as their primary browser. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Workaround: While we work to fully resolve this issue, you can temporarily bypass the problem by using Chrome or another supported browser until the issue is resolved. Next Update: We will provide our next update by 2026-08-05 12:00PM EST

Title Subject: Update: Resolved - Cumulus This is an update regarding the ongoing disruption to Cumulus. Impact Level: Resolved Latest Update: Our team successfully fixed a JavaScript exception originating from a third-party widget is being logged when opening organisation pages in Firefox. The widget intermittently failed to load correctly due to an issue on the vendor's infrastructure. Cumulus didn't handle that failure gracefully. Now if the widget fails to load or execute properly, the rest of the page is not impacted anymore. at 1:27 PM, August 5th, 2026, and we have verified that system stability has returned. If you are still experiencing service-related issues, please contact our support team for further assistance.

We are currently investigating an issue impacting our PSA billing Integration . Impact Level: Investigating Current Progress: Our engineering team has been mobilized and is actively investigating the problem to determine the root cause and restore service. Next update: We will provide an update within 60 minutes.

This is an update regarding the ongoing disruption to our PSA billing integration Impact Level: Perf orma nce Degraded You may currently be experiencing discrepancies have been identified in the data sent to PSA billing integrations. In certain cases, this may result in unexpected additional additions or contracts being created within connected PSA systems. Partners reviewing and sending monthly invoices may be impacted by inaccurate billing records and should perform additional validation before invoicing customers. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Next Update: We will continue to monitor the status of service incident and will provide our next update by 12:00 EDT on Aug 3rd.

This is an update regarding the ongoing disruption to our PSA billing integration Impact Level: Perf orma nce Degraded You may currently be experiencing discrepancies have been identified in the data sent to PSA billing integrations. In certain cases, this may result in unexpected additional additions or contracts being created within connected PSA systems. Partners reviewing and sending monthly invoices may be impacted by inaccurate billing records and should perform additional validation before invoicing customers. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Next Update: We will continue to monitor the status of service incident and will provide our next update by 12:00 EDT on Aug 4th.

This is an update regarding the ongoing disruption to our PSA billing integration Impact Level: Performance Degraded You may currently be experiencing discrepancies in the data sent to the PSA billing integrations. In certain cases, this may result in unexpected additional additions or contracts being created within connected PSA systems. Partners reviewing and sending monthly invoices may be impacted by inaccurate billing records and should perform additional validation before invoicing customers. Current Progress: Our team has identified the potential cause as it is the result of a combination change related to the recent Microsoft price update and specific PSA configurations. Our team is currently preparing a rollout that will automatically remove any duplicate entries created in affected PSAs that would negatively impact the invoice. Next Update: We will continue to monitor the implementation and will provide our next update by 14:30 EDT on Aug 4th.

This is an update regarding the ongoing disruption to o ur PSA billing integration. Impact Level: Performance Degraded You may currently be experiencing discrepancies in the data sent to the PSA billing integrations. In certain cases, this may result in unexpected additional additions or contracts being created within connected PSA systems. Partners reviewing and sending monthly invoices may be impacted by inaccurate billing records and should perform additional validation before invoicing customers. Current Progress: Our team is actively implementing a fix to address the issue and restore full service. We are closely monitoring the changes as they are applied. Next Update: We will continue to monitor the fix implemented and will provide our next update by 16:00 EDT on Aug 4th

This is an update regarding the ongoing disruption to o ur PSA billing integration. Impact Level: Performance Degraded You may currently be experiencing discrepancies in the data sent to the PSA billing integrations. In certain cases, this may result in unexpected additional additions or contracts being created within connected PSA systems. Partners reviewing and sending monthly invoices may be impacted by inaccurate billing records and should perform additional validation before invoicing customers. Current Progress: Our team is actively implementing a fix to address the issue and restore full service. We are closely monitoring the changes as they are applied. A notification will be sent to impacted partner with additional information once the fix will be applied Next Update: We will continue to monitor the fix implemented and will provide our next update by 9 :00 EDT on Aug 5th

This is an update regarding the ongoing disruption to o ur PSA billing integration. Impact Level: Performance Degraded You may currently be experiencing discrepancies in the data sent to the PSA billing integrations. In certain cases, this may result in unexpected additional additions or contracts being created within connected PSA systems. Partners reviewing and sending monthly invoices may be impacted by inaccurate billing records and should perform additional validation before invoicing customers. Current Progress: Our team has completed the backend fix and is currently testing the solution. We actively monitoring the solution deployment to address the issue and restore full service. A notification will be sent to impacted partner with additional information once the fix will be applied Next Update: We will continue to monitor the fix implemented and will provide our next update by 12 :00 EDT on Aug 5th

This is an update regarding the ongoing disruption to o ur PSA billing integration. Impact Level: Performance Degraded You may currently be experiencing discrepancies in the data sent to the PSA billing integrations. In certain cases, this may result in unexpected additional additions or contracts being created within connected PSA systems. Partners reviewing and sending monthly invoices may be impacted by inaccurate billing records and should perform additional validation before invoicing customers. Current Progress: Our team has successfully validated the backend solution and is currently deploying it in our production environment. We actively monitoring the deployment to address the issue and restore full service. A notification will be sent to impacted partner with additional information once the fix will be applied Next Update: We will continue to monitor the fix implemented and will provide our next update by 15 :00 EDT on Aug 5th

This is an update regarding the ongoing disruption to o ur PSA billing integration. Impact Level: Performance Degraded You may currently be experiencing discrepancies in the data sent to the PSA billing integrations. In certain cases, this may result in unexpected additional additions or contracts being created within connected PSA systems. Partners reviewing and sending monthly invoices may be impacted by inaccurate billing records and should perform additional validation before invoicing customers. Current Progress: Our team has successfully validated the backend solution and is currently deploying it in our production environment. The deployment of the solution is ongoing and w e are actively monitoring the deployment to address the issue and restore full service. A notification will be sent to impacted partner with additional information once the fix will be applied Next Update: We will continue to monitor the fix implemented and will provide our next update by 20 :00 EDT on Aug 5th

This is an update regarding the ongoing disruption to o ur PSA billing integration. Impact Level: Performance Degraded You may currently be experiencing discrepancies in the data sent to the PSA billing integrations. In certain cases, this may result in unexpected additional additions or contracts being created within connected PSA systems. Partners reviewing and sending monthly invoices may be impacted by inaccurate billing records and should perform additional validation before invoicing customers. Current Progress: Our team has successfully validated the backend solution and is currently deploying it in our production environment. The deployment of the solution is still ongoing and w e are actively monitoring the deployment to address the issue and restore full service. A notification will be sent to impacted partner with additional information once the fix will be applied Next Update: We will continue to monitor the fix implemented and will provide our next update by 09 :00 EDT on Aug 6th

This is an update regarding the ongoing disruption to o ur PSA billing integration Impact Level: Recovering The deployment of the solution has been completed and erroneous data has been removed. However, in some instances data couldn't be removed if the billing was already process. We are preparing targeted communication to partner affected by the erroneous data that couldn't be removed. Current Progress: Our Team has implemented the fix, and we are monitoring the service closely to ensure stability and confirm that the issue is fully resolved. Next Update: We will continue to monitor the fix implemented and will provide our next update by 13:00 EDT on Aug 6 .

The issue affecting o ur PSA billing integration has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully performed a erroneous data removal on the affect PSA and the script finished at 8:00 EDT and data validation was completed at 12:00 EDT , and we have verified that system stability has returned. We have sent a personalized notification to the affected partners with additional data. Next Steps: We are conducting a thorough Root Cause Analysis (RCA) to understand why this happened and to implement safeguards preventing it from occurring again. We will share the post-incident report with you by Aug 13th . If you are still experiencing service-related issues, please contact our support team for further assistance.

Summary Date of Incident: July 31 st • Duration of Outage: 7 days - July 31 st 14:55 EDT – August 6 th 17:09 EDT • Maximum Impact Level: Performance Degraded • Services Impacted: ConnectWise + PSA Billing integration • Client Impact : Some customers experienced discrepancies in the data sent to PSA billing integrations. In certain cases, this resulted in unexpected additional entries or duplicate contracts being created within connected PSA systems. Root Cause Summary: A billing issue could occur when a subscription price change happened during a billing cycle transition. An additional prorated adjustment was not always updated after quantity changes, leading to outdated values and synchronization discrepancies with ConnectWise. Resolution Timeline All times are in EDT. • Jul 31 st 14:55: Incident detected by our monitoring systems. • Aug 4 th 13:21: Engineering team isolated the affected service • Aug 5 th 8:33: A fix was deployed to the billing data, restoring full functionality. • Aug 6 th 17:09: Data discrepancy has been fixed, and additional information has been sent to affected partner Preventative Measures To prevent a recurrence of this specific issue, we are taking the following actions: · We have enhanced our billing validation logic that governs prorated adjustments If you are still experiencing service-related issues, please contact our support team for further assistance.

We are currently investigating an issue impacting M365 Backup Powered by Veeam - USA & Canada . Impact Level: Investigating Obsereved Behavior : Sharepoint and Onedrive backup jobs may fail to backup some of the objects with the following message : Cannot complete this action. Please try again. Total count of failed items: N Current Progress: The issue is under investigation and we have engaged service provider. Additional information can be found in the following KB article : https://www.veeam.com/kb4793

The issue affecting M365 Backup Powered by Veeam - USA & Canada has been resolved, and all services are now operating normally. Impact Level: Resolved If you are still experiencing service-related issues, please contact our support team for further assistance.

We are currently investigating an issue impacting Cloud PBX Impact Level: Investigating Current Progress: Our engineering team has been mobilized and is actively investigating the problem to determine the root cause and restore service. Next update: We will provide an update within 60 minutes.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may currently be experiencing issues making or receiving calls through our CloudPBX services. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Workaround: While we work to fully resolve this issue, customers with a failover configuration can continue receiving inbound calls, provided calls are not being forwarded to another CloudPBX number. Outbound calling remains unavailable at this time. Next Update: We will continue to monitor the status of service incident and will provide our next update by 21:15 on the 2026-07-23.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Next Update: We will continue to monitor the status of service incident and will provide our next update by 22:15 EDT on the 2026-07-23.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: Our team has identified the potential cause and is working with a third-party vendor to restore the services. Next Update: We will continue to monitor the implementation and will provide our next update by 23:15 EDT on the 2026-07-23.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Recovering You should now be able complete inbound and outbound calls through the CloudPBX services. The management portal should also be available to you. Current Progress: Our Team has implemented the fix, and we are monitoring the service closely to ensure stability and confirm that the issue is fully resolved. Next Update: We will continue to monitor the fix implemented and will provide our next update by 16:00 EDT on the 24th of July .

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: The fix deployed by the third party didn't resolved successfully the services and the services is currently back into an unstable state. Our team is currently working with a third-party vendor to restore the services. Next Update: We will continue to monitor the implementation and will provide our next update by 2 :00 EDT on the 2026-07-24.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Recovering You should now be able complete inbound and outbound calls through the CloudPBX services. The management portal should also be available to you. Current Progress: Our Team has worked with the third-party vendor to resolve the issue and we are monitoring the service closely to ensure stability and confirm that the issue is fully resolved. Next Update: We will continue to monitor the fix implemented and will provide our next update by 16:00 EDT on the 24th of July .

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: The fix implemented by the third-party vendor did not fully resolve the incident, and the affected services have returned to an unstable state. Our team is actively working with the vendor to restore service and implement a permanent resolution. Next Update: We will continue to monitor the implementation and will provide our next update by 8:00 EDT on the 24th of July .

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while full service functionality is restored. Current Progress: The fix implemented by the third-party vendor did not fully resolve the incident, and the affected services have returned to an unstable state. Our team is actively working with the vendor to restore service and implement a permanent resolution. Next Update: We will continue to monitor the implementation and will provide our next update by 9:00 EDT on the 24th of July .

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while full service functionality is restored. Current Progress: We are actively working with the third-party vendor responsible for this service to investigate the issue and restore service stability. The affected services remain in a Major Outage state while mitigation and recovery efforts continue. Next Update: We will continue to monitor the implementation and will provide our next update by 10:00 EDT on the 24th of July .

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while full service functionality is restored. Current Progress: We are actively working with the third-party vendor responsible for this service to investigate the issue and restore service stability. The affected services remain in a Major Outage state while mitigation and recovery efforts continue. You can contact our support team to discuss available failover options and, where applicable, have inbound calls redirected to an alternate phone number. Next Update: We will continue to monitor the implementation and will provide our next update by 11:00 EDT on the 24th of July .

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while full service functionality is restored. Current Progress: We are continuing to work with the third-party vendor responsible for this service to investigate the issue and restore service stability. Customers can contact our support team via email at [email protected] to discuss available failover options and have inbound calls redirected to an alternate phone number. Next Update: We will continue to monitor the implementation and will provide our next update by 12:00 EDT on the 24th of July .

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while full service functionality is restored. Customers may also experience longer-than-usual wait times or lines dropping when contacting our support team by phone. If possible, we encourage you to reach out to our support team via email or through the customer portal. Current Progress: We are continuing to work with the third-party vendor responsible for this service to investigate the issue and restore service stability. Customers can contact our support team via email at [email protected] to discuss available failover options and have inbound calls redirected to an alternate phone number. Next Update: We will continue to monitor the implementation and will provide our next update by 13:00 EDT on the 24th of July .

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while full service functionality is restored. Customers may also experience longer-than-usual wait times or lines dropping when contacting our support team by phone. If possible, we encourage you to reach out to our support team via email or through the customer portal. Current Progress: We are continuing to work with the third-party vendor responsible for this service to investigate the issue and restore service stability. Customers can contact our support team via email at [email protected] to discuss available failover options and have inbound calls redirected to an alternate phone number. Next Update: We will continue to monitor the implementation and will provide our next update by 14:00 EDT on the 24th of July .

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while full service functionality is restored. Customers may also experience longer-than-usual wait times or lines dropping when contacting our support team by phone. If possible, we encourage you to reach out to our support team via email or through the customer portal. Current Progress: We are continuing to work with the third-party vendor responsible for this service to investigate the issue and restore service stability. An email communication was sent out to the impacted partners related to this issue. Customers can contact our support team via email at [email protected] to discuss available failover options and have inbound calls redirected to an alternate phone number if required. Next Update: We will continue to monitor the implementation and will provide our next update by 15:00 EDT on the 24th of July .

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while full service functionality is restored. Customers may also experience longer-than-usual wait times or lines dropping when contacting our support team by phone. If possible, we encourage you to reach out to our support team via email or through the customer portal. Current Progress: We are continuing to work with the third-party vendor responsible for this service to investigate the issue and restore service stability. Next Update: We will continue to monitor the implementation and will provide our next update by 19:00 EDT on the 24th of July, or sooner if new information becomes available or service conditions change.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage Customers may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Current Progress: Our third-party vendor is actively implementing a fix to restore full service functionality. We are closely monitoring the deployment and its impact on service performance. Early observations indicate an improvement in the success rate of inbound and outbound calls; however, the affected portal remain unavailable at this time. Next Update: We will continue to monitor the fix implemented and will provide our next update by 1 9:45 EDT on the 24th of July, or sooner if new information becomes available or service conditions change.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Recovering Customers should now be able to place and receive calls successfully. We are closely monitoring the vendor's ongoing implementation to ensure service stability and full restoration of all affected services. Current Progress: The vendor, working in collaboration with their ISP, has implemented a fix and is continuing restoration efforts to ensure all services are fully operational. We have confirmed that inbound and outbound calling functionality has been restored. Our team is actively monitoring the service to verify stability and confirm that services return to full functionality. Next Update: We will continue to monitor the fix implemented and will provide our next update by 21:00 EDT, or sooner if new information becomes available or service conditions change.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Recovering Customers should now be able to place and receive calls successfully. We are closely monitoring the vendor's ongoing implementation to ensure service stability and full restoration of all affected services. Current Progress: The vendor, working in collaboration with their ISP, has implemented a fix and is continuing restoration efforts to ensure all services are fully operational. We have confirmed that inbound and outbound calling functionality has been restored. Our team is actively monitoring the service to verify stability and confirm that services return to full functionality. Next Update: We will continue to monitor the fix implemented and will provide our next update by 1:00 EDT on the 25th of July, or sooner if new information becomes available or service conditions change.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Recovering Customers should now be able to place and receive calls successfully. We are closely monitoring the vendor's ongoing implementation to ensure service stability and full restoration of all affected services. Current Progress: The vendor, working in collaboration with their ISP, has implemented a fix and is continuing restoration efforts to ensure all services are fully operational. We have confirmed that inbound and outbound calling functionality has been restored. Our team is actively monitoring the service to verify stability and confirm that services return to full functionality. Next Update: We will continue to monitor the fix implemented and will provide our next update by 9 :00 EDT on the 25th of July, or sooner if new information becomes available or service conditions change.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: The fix deployed by the third party didn't resolved successfully the services and the services is currently back into an unstable state. Our team is currently working with a third-party vendor to restore the services. Next Update: We will continue to monitor the implementation and will provide our next update by 11 :00 EDT on the 2026-07-25 , or sooner if new information becomes available or service conditions change.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: The fix deployed by the third party didn't resolved successfully the services and the services is currently back into an unstable state. Our team is currently working with the third-party vendor to restore the services and ensure stability. Next Update: We will continue to monitor the implementation and will provide our next update by 13 :00 EDT on the 2026-07-25 , or sooner if new information becomes available or service conditions change.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: Our team is currently working with the third-party vendor to restore the services and ensure stability. Next Update: We will continue to monitor the implementation and will provide our next update by 17 :00 EDT on the 2026-07-25 , or sooner if new information becomes available or service conditions change.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: Our team is currently working with the third-party vendor to restore the services and ensure stability. Next Update: We will continue to monitor the implementation and will provide our next update by 19 :00 EDT on the 2026-07-25 , or sooner if new information becomes available or service conditions change.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: Our team is currently working with the third-party vendor to restore the services and ensure stability. Next Update: We will continue to monitor the implementation and will provide our next update by 23 :00 EDT on the 2026-07-25 , or sooner if new information becomes available or service conditions change.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Major Outage You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available. Current Progress: Our team is currently working with the third-party vendor to restore the services and ensure stability. Next Update: We will continue to monitor the implementation and will provide our next update by 7 :00 EDT on the 2026-07-26 , or sooner if new information becomes available or service conditions change.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Recovering Customers should now be able to place and receive calls successfully. We are closely monitoring the vendor's ongoing implementation to ensure service stability and full restoration of all affected services. Current Progress: The vendor, working in collaboration with their ISP, has implemented a fix and is continuing restoration efforts to ensure all services are fully operational. We have confirmed that inbound and outbound calling functionality has been restored. Our team is actively monitoring the service to verify stability and confirm that services return to full functionality. Next Update: We will continue to monitor the fix implemented and will provide our next update by 11 :00 EDT on the 26th of July, or sooner if new information becomes available or service conditions change.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Recovering Customers should now be able to place and receive calls successfully. We are closely monitoring the vendor's ongoing implementation to ensure service stability and full restoration of all affected services. Current Progress: The vendor has implemented a fix and is continuing restoration efforts to ensure all services are fully operational. We have confirmed that inbound and outbound calling functionality has been restored. Our team is actively monitoring the service to verify stability and confirm that services return to full functionality. Next Update: We will continue to monitor the fix implemented and will provide our next update by 16 :00 EDT on the 26th of July, or sooner if new information becomes available or service conditions change.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Recovering Customers should now be able to place and receive calls successfully. We are closely monitoring the vendor's ongoing implementation to ensure service stability and full restoration of all affected services. Current Progress: We have confirmed that inbound and outbound calling services have been restored. Our team is actively monitoring to verify service stability and ensure all functionalities return to normal operation. Next Update: We will continue to monitor the fix implemented and will provide our next update by 16 :00 EDT on the 27th of July, or sooner if new information becomes available or service conditions change.

This is an update regarding the ongoing disruption to CloudPBX . Impact Level: Recovering Customers should now be able to place and receive calls successfully. We are closely monitoring the vendor's ongoing implementation to ensure service stability and full restoration of all affected services. Current Progress: We have confirmed that inbound and outbound calling services have been restored. Our team is actively monitoring to verify service stability and ensure all functionalities return to normal operation. Next Update: We will continue to monitor the fix implemented and will provide our next update by 16 :00 EDT on the 2 8th of July, or sooner if new information becomes available or service conditions change.

The issue affecting CloudPBX has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully confirmed that services were restored by the vendor on Saturday, July 25 at 11:52 PM EST , and we have verified that system stability has returned. Next Steps: We are conducting a thorough Root Cause Analysis (RCA) to understand why this happened and to implement safeguards preventing it from occurring again. We will share the post-incident report with you by Tuesday, August 4 . If you are still experiencing service-related issues, please contact our support team for further assistance.

Below is the post-incident report for the service disruption on July 23, 2026, including what happened, the cause, and the steps taken to prevent recurrence. Summary Date of Incident: July 23, 2026 • Duration of Outage: 52 hours, 42 minutes – July 23, 2026 at 19:10 to July 25, 2026 at 23:52 EDT • Maximum Impact Level: Major Outage • Services Impacted: CloudPBX, including inbound and outbound calling, device registration, and the customer management portal • Client Impact: Customers may have been unable to place or receive calls, register SIP devices, access voicemail-related services, or access the CloudPBX customer management portal. Services also experienced intermittent instability during recovery efforts. Technical Root Cause The Cloud PBX service interruption on July 23rd resulted from a large-scale distributed denial-of-service (DDoS) attack targeting the infrastructure of one of our third-party suppliers. This event, external to Sherweb and beyond our reasonable control, temporarily affected service availability. Our teams worked with the supplier concerned to restore service as quickly as possible. Resolution Timeline All times are in EDT. • 19:10, July 23: Incident detected through monitoring alerts and service validation checks. Sherweb initiated its incident response process and contacted the third-party service provider • 22:25, July 23: Services were back online, and the incident was moved to monitoring. • 23:44, July 23: Monitoring indicated that services were no longer responding. • 01:57, July 24: Services were confirmed functional again, though instability continued. • 04:52–05:30, July 24: Services fluctuated between operational and unavailable. • 07:00, July 24: The provider confirmed they were mitigating a large-scale attack affecting their services. • 15:00, July 24: Inbound and outbound calling began working again, while the portal remained unavailable. • 16:30, July 24: The management portal became accessible again and monitoring continued. • July 25: Additional instability occurred while mitigation work continued. • 23:52, July 25: Full service was restored. Since then, CloudPBX services remained operational without further interruptions as we have continued to monitor the services. Preventative Measures To prevent or reduce the impact of a similar issue in the future, the following measures were identified: • To help reduce the impact of similar incidents in the future, we are working with our third-party provider to implement corrective and preventive actions. These efforts focus on improving threat detection, response coordination, and customer communications, while incorporating lessons learned from this incident into our ongoing improvement process. If you are still experiencing service-related issues, please contact our support team for further assistance.

We are currently investigating an issue impacting Cumulus Portal . Impact Level: Investigating Current Progress: Our engineering team has been mobilized and is actively investigating the problem to determine the root cause and restore service. Next update: We will provide an update within 60 minutes.

The issue affecting our Cumulus Portal has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully restored services at 8:16am EDT , and we have verified that system stability has returned. Next Steps: We are conducting a thorough Root Cause Analysis (RCA) to understand why this happened and to implement safeguards preventing it from occurring again. We will share the post-incident report with you by the 28th of July . If you are still experiencing service-related issues, please contact our support team for further assistance.

We are currently investigating an issue impacting provisioning in Cumulus Impact Level: Investigating You may currently be experiencing issues when trying to reduce or revert Microsoft 365 subscription quantities, even in the 7-day cancellation window. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Next Update: We will provide our next update by 4 PM EST, July 21st, 2026

We are currently investigating an issue impacting provisioning in Cumulus Impact Level: Investigating You may currently be experiencing issues when trying to reduce or revert Microsoft 365 subscription quantities, even in the 7-day cancellation window. Current Progress: Our team has opened a ticket with Microsoft, and we are actively working with them to resolve the issue. Next Update: We will provide our next update by 4 PM EST, July 22nd, 2026

We are currently investigating an issue impacting provisioning in Cumulus Impact Level: Investigating You may currently be experiencing issues when trying to reduce or revert Microsoft 365 subscription quantities, even in the 7-day cancellation window. Current Progress: Our team has opened a ticket with Microsoft, and we are actively working with them to resolve the issue. Next Update: We will provide our next update by 4 PM EST, July 24th, 2026

The issue affecting provisioning in Cumulus has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully confirmed the fix deployed by Microsoft is working properly at 11:48 AM EDT , and we have verified that system stability has returned. If you are still experiencing service-related issues, please contact our support team for further assistance.

We are currently investigating an issue impacting Cumulus Microsoft 365 License Management . Impact Level: Investigating Current Progress: Our engineering team has been mobilized and is actively investigating the problem to determine the root cause and restore service. Next update: We will provide an update within 60 minutes.

The issue affecting Cumulus Microsoft 365 License Management has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully applied configuration changes at 11:57am EDT , and we have verified that system stability has returned. Next Steps: We are conducting a thorough Root Cause Analysis (RCA) to understand why this happened and to implement safeguards preventing it from occurring again. We will share the post-incident report with you by the 23rd of July 2026 . If you are still experiencing service-related issues, please contact our support team for further assistance.

Below is the post-incident report for the service disruption on July 16th, including what happened, the cause, and the steps taken to prevent recurrence. Executive Summary • Date of Incident: July 16, 2026 • Duration of Outage: 54 minutes (11:06 AM – 12:00 PM EDT) • Maximum Impact Level: Partial Outage • Services Impacted: Cumulus • Client Impact: Customers were unable to access the Manage M365 functionality in Cumulus. As a result, Microsoft 365 user and license management actions could not be performed through Cumulus during the incident. Users attempting to access the service received HTTP 401 Unauthorized errors. Technical Root Cause The disruption was caused by an authentication configuration issue affecting communication between integrated platform components. As a result, requests to access the Manage M365 functionality could not be successfully authenticated, causing customers to receive authorization errors when attempting to manage Microsoft 365 users and licenses through Cumulus. Service was restored after the affected configuration was corrected and validated. Resolution Timeline All times are in EDT. • 11:06 AM: Monitoring and customer reports indicated that users were unable to access the Manage M365 functionality in Cumulus. • 11:20 AM: The issue was escalated for investigation, and engineering teams began troubleshooting the affected service and validating recent changes. • 12:00 PM: The authentication configuration was corrected, service functionality was validated, and full access to Manage M365 was restored. The incident was marked as resolved. Preventative Measures To prevent a recurrence of this specific issue, we are taking the following actions: • Improve release validation procedures to better identify dependencies that could affect service availability. • Enhance our communication processes to provide earlier notice of service-impacting changes and improve transparency. If you are still experiencing service-related issues, please contact our support team for further assistance.

We are currently investigating an issue impacting M365 Purchases via Cumulus . Impact Level: Investigating Current Progress: Our engineering team has been mobilized and is actively investigating the problem to determine the root cause and restore service. Next update: We will provide an update within 60 minutes.

This is an update regarding the ongoing disruption to Microsoft365 Purchases via Cumulus . Impact Level: Recovering You should now be able complete your Microsoft365 purchases through Cumulus. Current Progress: An issue originating from Microsoft that affected Microsoft 365 transactions through Cumulus has been resolved, and services have returned to normal operation. We will continue to monitor service health to ensure stability. Next Update: We will continue to monitor the fix implemented and will provide our next update by 5:00pm EDT, Thursday the 16th of July .

The issue affecting Microsoft365 purchases via Cumulus has been resolved, and all services are now operating normally Impact Level: Resolved Latest Update: Our team successfully confirmed that the Microsoft service issue impacting the propagation of services purchased through Cumulus was restored on July 15 at 5:23pm EDT. We have also verified that system stability has returned. Next Steps: We are conducting an internal review of this incident to ensure continued service stability. With the issue resolved and service operating normally, we will proceed with closing this incident. If you are still experiencing service-related issues, please contact our support team for further assistance.

There are currently connectivity issues on the PSTN. This may affect inbound calls to some of our Canadian phone numbers. This is an issue outside of Sherweb's network or control.

A Connectivity partner has made some network adjustments. Inbound calls should now be working properly. If you are still experiencing issues, please reach out to our technical support.

The issue affecting incoming calls towards some of our Canadian phone numbers has been resolved, and all services are now operating normally. Impact Level: Resolved If you are still experiencing service-related issues, please contact our support team for further assistance.

We are currently investigating an issue impacting Cumulus provisioning of Letsignit Impact Level: Partial Outage You may currently be experiencing issue with provisioning Letsignit licences from the Cumulus portal. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Next Update: We will provide our next update by 9:00am EDT July 9th

This is an update regarding the ongoing disruption to Cumulus provisioning of Letsignit Impact Level: Partial Outage You may currently be experiencing issue with provisioning Letsignit licences from the Cumulus portal. Current Progress: Our team is still investigating and working on identifying the cause of the issue. Next Update: We will continue to monitor the status of service incident and will provide our next update by 9AM EDT July 10th

The issue affecting the provisioning of Letsignit through Cumulus has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully restored connection between Letsignit and Cumulus , and we have verified that system stability has returned. Next Steps: We are conducting a thorough Root Cause Analysis (RCA) to understand why this happened and to implement safeguards preventing it from occurring again. If you are still experiencing service-related issues, please contact our support team for further assistance.

We are currently investigating an issue impacting Cumulus Portal . Impact Level: Investigating Current Progress: Our engineering team has been mobilized and is actively investigating the problem to determine the root cause and restore service. Next update: We will provide an update within 60 minutes.

This is an update regarding the ongoing disruption to Cumulus Impact Level: Partial Outage You may currently be experiencing the inability to create a new organization in Cumulus Current Progress: Our team is still investigating and working on identifying the cause of the issue. Next Update: We will continue to monitor the status of service incident and will provide our next update by 14:30 EDT on Jul 08th

This is an update regarding the ongoing disruption to Cumulus Impact Level: Partial Outage You may currently be experiencing the inability to create a new organization in Cumulus Current Progress: Our team has identified the potential cause come from a Data Base sync issue and is currently implementing a fix. Next Update: We will continue to monitor the implementation and will provide our next update by 14:30 EDT on July 08th

The issue affecting Cumulus has been resolved, and all services are now operating normally. Impact Level: Resolved Latest Update: Our team successfully restarted the Sync on the affected DB at 14:00 , and we have verified that system stability has returned. Next Steps: We are conducting a thorough Root Cause Analysis (RCA) to understand why this happened and to implement safeguards preventing it from occurring again. We will share the post-incident report with you by July 16th . If you are still experiencing service-related issues, please contact our support team for further assistance.

Below is the post-incident report for the service disruption on July 8 th , including what happened, the cause, and the steps taken to prevent recurrence. Summary Date of Incident: July 8 th • Duration of Outage: 45 minutes – 13:15 – 14:00 EDT • Maximum Impact Level: Partial Outage • Services Impacted: Cumulus • Client Impact: Inability to create a new organization in Cumulus • Root Cause Summary: A databased timeout creating a backlog in the processing queue Technical Root Cause The disruption was triggered by a distribution process component that failed to process request. This resulted in timeout errors in our SQL database and a backlog of unprocessed items in the distribution queue Resolution Timeline All times are in EDT • 13:15: Incident detected by our monitoring systems. • 13:48: Engineering team isolated the affected distribution queue. • 13:58: A fix was deployed to clear the SQL contention, restoring full functionality. Preventative Measures To prevent a recurrence of this specific issue, we are taking the following actions: • Improve bulk process in the Database connection If you are still experiencing service-related issues, please contact our support team for further assistance.

We are aware that some customers are experiencing login issues with QuickBooks Online. Our engineering team are actively investigating to identify and resolve the root cause

We are continuing to investigate this issue.

The login issue with QuickBooks has been resolved. Engineering Team have implemented a fix and continue to monitor for full recovery

The login issue with QuickBooks has been resolved. Engineering Team have implemented a fix and continue to monitor for full recovery

We are continuing to monitor for any further issues.

This incident has been resolved.