Xmatters 中断历史

1. 2026年10月20日 UTC 06:24investigating

   xMatters监测工具为欧洲区域的一些客户确定了xMatters on-Demand的潜在问题。 我们目前正在调查这一问题,并将在获得资料后予以更新。 具体服务受到影响,请参见事件详情。 如果你也遇到问题, 或者你不确定这个问题是否影响您的服务, 请联系xMatters客户援助 https://support.xmatters.com/hc/en-us/requests/new - 我们的支援人员正在等待帮助.

2. 2026年10月20日 UTC 06:31identified

   XMatters事件应对小组已经确定了问题的来源,并正在设法解决问题。 一旦找到并实施解决办法,我们将予以更新.

3. 2026年10月20日 UTC 06:36monitoring

   XMatters事件应对小组已经为该问题部署了一个解决方案。 我们目前正在监测局势,以确保执行工作稳定,并恢复所有服务.

4. 2026年10月20日 UTC 22:27resolved

   这个问题已经解决,所有服务已经恢复。 感谢你的耐心 在我们讨论这个问题的时候.

5. 2026年10月24日 UTC 00:21postmortem

   发生了什么事? 2026年10月19日,xMatters内部监测工具于PM Pacific上10:03检测出服务退化. 不久后,一些客户报告在访问xMatters或使用集成和通知服务方面遇到了问题. 为什么? Google Cloud经历了一场影响其欧盟-西二区的停电. 这中断了受影响地区的XMatters服务。 ** 我们是如何答复的? ** x Matters Support, Engineering, and Operations teams 启动了重大事件管理进程并减轻了因受影响系统失灵而导致停电的影响而进入另一个区域. 随着系统过渡,服务便可以提供。 xMatters仍然在监测和核实服务稳定性,而Google则继续在受灾地区开展恢复工作。 ** 我们正采取什么措施来防止它再次发生? ** x Matters的设计具有区域复原力,以减轻基础设施供应商停电的影响。 在这次事件中,这些复原措施按原计划运作,使受影响的服务能够向另一个区域过渡。 工程和业务部门正在审查事件解决对策,以确定进一步简化恢复程序的机会,并减少类似事件中的恢复时间.

自动翻译自官方事件更新。

1. 2026年10月1日 UTC 17:22investigating

   xMatters监测工具为位于北美区域的一些客户确定了xMatters on-Demand的潜在问题. 我们目前正在调查这一问题,并将在获得资料后予以更新。 具体服务受到影响,请参见事件详情。 如果你也遇到问题, 或者你不确定这个问题是否影响您的服务, 请联系xMatters客户援助 https://support.xmatters.com/hc/en-us/requests/new - 我们的支援人员正在等待帮助.

2. 2026年10月1日 UTC 17:30investigating

   我们正在继续调查这一问题.

3. 2026年10月1日 UTC 17:40identified

   XMatters事件应对小组已经确定了问题的来源,并正在设法解决问题。 一旦找到并实施解决办法,我们将予以更新.

4. 2026年10月1日 UTC 17:45monitoring

   XMatters事件应对小组已经为该问题部署了一个解决方案。 我们目前正在监测局势,以确保执行工作稳定,并恢复所有服务.

5. 2026年10月1日 UTC 18:56resolved

   这个问题已经解决,所有服务已经恢复。 感谢你的耐心 在我们讨论这个问题的时候.

6. 2026年10月13日 UTC 20:12postmortem

   发生了什么事? 2026年10月1日,xMatters监测在9:27AM Pacific首次检测出服务退化,在10:03AM收到了第一份客户报告. US-EAST1的客户经历了断断续续的Web Interface访问问题,API超时,以及集成启动警报和通知时的延迟或失败. US-CENTRAL1的一些客户也可能在同一时期经历了语音通知问题. 为什么? 在US-EAST1的自动化基础设施缩放过程中,多个应用服务开始集中在同一个计算资源上. 这些资源达到了其处理能力,减少了满足客户请求的能力。 在增加额外处理能力的同时,依赖xMatters功能的服务退化仍在继续。 ** 我们是如何答复的? ** 第一个客户报告问题后,xMatters客户支助公司立即启动了重大事件内部管理程序,并与工程和业务小组进行了接触。 事件应对小组提高了服务能力,监测了受影响的服务,并核实了整个网络接口、API、集成和通知处理的恢复情况。 服务于上午10:37开始稳定,主要的客户影响于上午10:46结束. 小组在上午11:56解决公共事件之前继续进行监测。 ** 我们正采取什么措施来防止它再次发生? ** 工程正在审查服务能力和工作量分配控制,以降低多重关键服务竞争同一计算资源的风险。 该小组还正在审查服务健康检查和警报,以便更早查明能力问题,确保始终具备所需能力.

自动翻译自官方事件更新。

1. 2026年9月21日 UTC 18:14investigating

   xMatters从我们的简称代码87961中找出一个问题,即xMatters短信通知所有地区的部分客户到美国和加拿大的数字. 我们的第二短码66936失败了 我们目前正在调查这一问题,并将在获得资料后予以更新。 如果你也遇到问题, 或者你不确定这个问题是否影响您的服务, 请联系xMatters客户援助 https://support.xmatters.com/hc/en-us/requests/new - 我们的支援人员正在等待帮助.

2. 2026年9月21日 UTC 18:41monitoring

   现在通过我们的二级短码66936向美国和加拿大发送短信。 我们目前正在监测局势,以确保执行工作稳定,并恢复所有服务.

3. 2026年10月16日 UTC 16:03resolved

   短码问题已经解决,所有给加拿大和美国的短信通知现在都从我们的87961短码中送达。 感谢你的耐心 在我们讨论这个问题的时候.

4. 2026年10月16日 UTC 16:24postmortem

   发生了什么事? 2026年9月21日,客户向xMatters客户援助公司上报了一期,其中短信未能发送北美的终端用户. 为什么? 短消息发送失败是因为用来发送短消息的短代码变得无法使用. 该系统应当通过次级消息提供者自动处理失败消息。 然而,由于这些故障而返回的具体错误并没有触发所配置的故障翻转过程,导致美国和加拿大的终端用户短信发送中断. ** 我们是如何答复的? ** 一旦Engineering确定了短信发送问题,他们便启动了重大事件管理程序并开始从消息配置中删除受影响的短码. 在这一过程中,Engineering遇到了其他问题,使得系统无法将短消息流量自动切换到次级消息提供者. Engineering手动干预,以完成对二级提供者的切换并恢复短信发送. 服役后恢复,Engineering监测了该系统,以确认短信发送正常运行. ** 我们正采取什么措施来防止它再次发生? ** Engineering在努力恢复之前的初级短码的同时,通过二级消息提供商对短信流量进行路由. Engineering也正在解决故障后的行为,当出现这个特定错误时,系统无法自动切换提供者. 这一过程的这些改进将减少今后出现类似短码问题而干扰短信发送的风险.

自动翻译自官方事件更新。

1. 2026年7月1日 UTC 19:53investigating

   xMatters监测工具为位于北美区域的一些客户确定了xMatters On-Demand中的一个问题,仅限于一个数据库集群. 我们目前正在调查这一问题,并将在获得资料后予以更新。 如果你也遇到问题, 或者你不确定这个问题是否影响您的服务, 请联系xMatters客户援助 https://support.xmatters.com/hc/en-us/requests/new - 我们的支援人员正在等待帮助.

2. 2026年7月1日 UTC 20:07monitoring

   XMatters事件应对小组已经为该问题部署了一个解决方案。 我们目前正在监测局势,以确保执行工作稳定,并恢复所有服务.

3. 2026年7月1日 UTC 20:21resolved

   这个问题已经解决,所有服务已经恢复。 感谢你的耐心 在我们讨论这个问题的时候.

4. 2026年7月9日 UTC 19:21postmortem

   发生了什么事? 2026年7月1日,一些客户向xMatters客户支持公司举报了一出问题,在访问网络用户界面时遇到认证错误. 为什么? 出现这一问题的原因是,一个数据库群组的资源利用率达到100%,导致数据库请求超时。 一个异常的流量模式暴露出一组慢跑查询,这大大增加了集群的查询间隔. 随着暂时性的增加,资源匮乏,集群的反应能力也进一步退化,导致时间中断。 ** 我们是如何答复的? ** 一旦客户支助证实这一问题,他们立即请工程小组进行调查。 按照设计,该系统在Engineering能够实施任何缓解或恢复行动之前就已经恢复了自身,但小组仍然能够查明并隔离根源。 ** 我们正采取什么措施来防止它再次发生? ** 为防止这个问题再次发生,工程组设计、开发和测试了固定装置。 他们于2026年7月8日(正月8日)星期三早上部署修复方案,并已成功实施到所有情况.

自动翻译自官方事件更新。

1. 2026年5月1日 UTC 08:45investigating

   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. 2026年5月1日 UTC 09:01identified

   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. 2026年5月1日 UTC 09:03monitoring

   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. 2026年5月1日 UTC 09:19resolved

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

5. 2026年5月12日 UTC 20:32postmortem

   **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. 2026年4月1日 UTC 14:06investigating

   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. 2026年4月1日 UTC 14:30identified

   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. 2026年4月1日 UTC 14:33monitoring

   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. 2026年4月1日 UTC 14:36resolved

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

5. 2026年4月6日 UTC 23:21postmortem

   **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. 2026年3月10日 UTC 20:36investigating

   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. 2026年3月10日 UTC 20:51identified

   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. 2026年3月10日 UTC 20:54resolved

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

4. 2026年3月20日 UTC 18:01postmortem

   **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. 2025年11月21日 UTC 13:54investigating

   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. 2025年11月21日 UTC 13:55investigating

   We are continuing to investigate this issue.

3. 2025年11月21日 UTC 14:01resolved

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

4. 2025年11月27日 UTC 18:42postmortem

   **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. 2025年10月20日 UTC 10:20identified

   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. 2025年10月20日 UTC 12:23monitoring

   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. 2025年10月21日 UTC 16:34resolved

   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. 2025年10月29日 UTC 21:52postmortem

   **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. 2025年10月10日 UTC 22:58monitoring

   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. 2025年10月14日 UTC 15:58resolved

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

3. 2025年10月31日 UTC 18:48postmortem

   **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. 2025年9月24日 UTC 03:59investigating

   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. 2025年9月24日 UTC 04:19identified

   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. 2025年9月24日 UTC 04:32identified

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

4. 2025年9月24日 UTC 04:34investigating

   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. 2025年9月24日 UTC 04:43resolved

   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. 2025年10月15日 UTC 06:16postmortem

   **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. 2025年8月6日 UTC 03:27investigating

   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. 2025年8月6日 UTC 03:44identified

   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. 2025年8月6日 UTC 03:59monitoring

   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. 2025年8月6日 UTC 05:18resolved

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

5. 2025年8月14日 UTC 01:16postmortem

   ### 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. 2025年6月23日 UTC 20:14investigating

   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. 2025年6月23日 UTC 20:46resolved

   We have now resolved the issue with our support center.

1. 2025年6月12日 UTC 18:47investigating

   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. 2025年6月12日 UTC 19:04identified

   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. 2025年6月12日 UTC 19:34identified

   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. 2025年6月12日 UTC 20:06identified

   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. 2025年6月12日 UTC 20:53monitoring

   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. 2025年6月12日 UTC 22:12resolved

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

7. 2025年6月23日 UTC 17:40postmortem

   **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. 2025年5月13日 UTC 17:45investigating

   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. 2025年5月13日 UTC 17:53identified

   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. 2025年5月13日 UTC 17:54identified

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

4. 2025年5月13日 UTC 18:03monitoring

   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. 2025年5月13日 UTC 20:46resolved

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

6. 2025年5月27日 UTC 20:50postmortem

   **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. 2025年4月3日 UTC 17:15investigating

   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. 2025年4月3日 UTC 18:28identified

   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. 2025年4月3日 UTC 18:44identified

   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. 2025年4月3日 UTC 20:26identified

   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. 2025年4月3日 UTC 21:00identified

   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. 2025年4月3日 UTC 21:13identified

   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. 2025年4月3日 UTC 21:18monitoring

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

8. 2025年4月3日 UTC 21:45resolved

   This incident has been resolved.

9. 2025年4月7日 UTC 18:55postmortem

   **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. 2024年7月5日 UTC 16:19investigating

   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. 2024年7月5日 UTC 16:36monitoring

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

3. 2024年7月5日 UTC 17:16resolved

   This incident has been resolved.

4. 2024年7月12日 UTC 20:07postmortem

   **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. 2024年7月1日 UTC 06:23investigating

   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. 2024年7月1日 UTC 06:39monitoring

   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. 2024年7月1日 UTC 08:21resolved

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

1. 2024年6月18日 UTC 23:16investigating

   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. 2024年6月18日 UTC 23:26identified

   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. 2024年6月18日 UTC 23:34monitoring

   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. 2024年6月18日 UTC 23:38resolved

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

1. 2024年5月24日 UTC 01:00investigating

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

2. 2024年5月24日 UTC 01:03investigating

   We are continuing to investigate this issue.

3. 2024年5月24日 UTC 01:04investigating

   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. 2024年5月24日 UTC 01:08identified

   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. 2024年5月24日 UTC 01:12monitoring

   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. 2024年5月24日 UTC 01:23resolved

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