BluIP Outage History

Started Oct 07, 2026, 03:29 AM UTC· resolved Oct 13, 2026, 06:22 PM UTC

1. investigating Oct 07, 2026, 03:29 AM UTC

   Subject: Service Notice: Jazzware Hospitality Portal – Guest Name Display Issue Status: Investigating (vendor) Affected Service: Jazzware – Guest Name Display Impact: Guest names may not display or update as expected. BluIP Services: Call processing and other BluIP services unaffected. Good evening, We have been made aware of an issue affecting guest name processing on the Jazzware platform. Guest names may not display or update as expected, which may include guest check-in records as well as name updates to room phones. Jazzware and their team is actively investigating. A cause has not yet been identified. Based on Jazzware's assessment, processing is expected to return to normal overnight, with full resolution anticipated by tomorrow morning. BluIP Call processing and core telephony services remain unaffected; the impact is limited to guest name display. We are monitoring the situation and will share updates from Jazzware as they become available. We appreciate your patience. The BluIP Team

2. investigating Oct 07, 2026, 09:46 PM UTC

   Status: Escalated – No ETA Affected Service: Jazzware – Guest Name Display Impact: Guest names may not display or update as expected BluIP Services: Call processing and BluIP services not affected Update on the guest name display issue on the Jazzware platform: the issue remains ongoing and has been escalated with Jazzware. Their team continues to investigate, and there is currently no ETA for resolution. Call processing and core telephony services remain unaffected; the impact is limited to guest name display. We will continue to monitor and share updates from Jazzware as they become available. We appreciate your patience. The BluIP Team

3. monitoring Oct 08, 2026, 04:28 AM UTC

   Affected Service: Jazzware – Guest Name Display BluIP Services: Call processing not affected Jazzware has advised that the guest name display issue is resolved. Any delay in name synchronization should now be caught up, and names should display and update as expected. BluIP will continue to monitor to confirm the full resolution. RFO information remains available upon request once received from Jazzware. If you continue to see any guest name display issues, please open a ticket with BluIP Support. Thank you for your patience throughout this incident. The BluIP Team

4. resolved Oct 13, 2026, 06:22 PM UTC

   Subject: Closed: Jazzware Hospitality Portal – Guest Name Display Status: Closed Affected Service: Jazzware – Guest Name Display BluIP Services: Call processing not affected Following Jazzware's resolution of the guest name display issue, the fix has remained stable through our monitoring period. This incident is now considered closed. No further action is required. RFO information remains available upon request once received from Jazzware. If you experience any related guest name display issues going forward, please open a ticket with BluIP Support. Thank you for your patience throughout this incident. The BluIP Team

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Started Sep 18, 2026, 07:59 PM UTC· resolved Sep 20, 2026, 06:05 PM UTC

1. identified Sep 18, 2026, 07:59 PM UTC

   Incident: Login issues affecting the BluIP Call Reporting Analytics platform URL: https://analytics.bluip.com Status: Identified / Under Remediation Date: September 18, 2026 Severity: Moderate — access impact only; no data loss Summary BluIP has identified an issue affecting user authentication to the Call Reporting Analytics platform. Some users may be unable to log in or may experience delays or errors when attempting to access the portal. Impact - Some users are unable to log in to the Call Reporting Analytics portal. - Not all users are affected; successful logins are being observed. - Voice services, call routing, and call center operations are not affected. Data Integrity Report data collection is fully operational. All call and call center statistics continue to be captured and stored during this incident. Once access is restored, reporting will be complete with no gaps for the affected period. Current Actions BluIP engineering has isolated the issue to the platform's authentication layer and is actively working on remediation. The issue is contained to login and does not extend to the reporting data pipeline.

2. resolved Sep 20, 2026, 06:05 PM UTC

   Summary BluIP identified and resolved an issue affecting user authentication to the Call Reporting Analytics platform. During the incident, some users were unable to log in or experienced errors when accessing the portal. Login functionality has been fully restored and the platform is operating normally. Impact Some users were unable to log in to the Call Reporting Analytics portal for the duration of the incident. Not all users were affected. Voice services, call routing, and call center operations were not affected at any point. Data Integrity Report data collection remained fully operational throughout the incident. All call and call center statistics for the affected period were captured and stored. Reporting is complete with no gaps. Root Cause The issue was isolated to the platform's authentication layer. Resolution BluIP engineering corrected the authentication fault and validated login across affected accounts. The platform is confirmed stable. If you continue to have any issues please contact [email protected].

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Started Sep 03, 2026, 10:20 PM UTC· resolved Sep 04, 2026, 02:34 PM UTC

1. investigating Sep 03, 2026, 10:20 PM UTC

   Vendor Service Incident — NiCE CXone Mpower Platform Status: Monitoring — vendor investigating Severity: Degradation on NiCE CXone platform (possible call routing delays) Started: Sep 3, 2026 · 21:36 UTC (2:36 PM PT) Vendor Incident ID: NiCE CXone #02874676 Summary NiCE CXone has detected a service disruption on its CXone Mpower Platform that may affect call routing for contact center traffic on that platform. NiCE has classified the incident as Detected and is actively investigating. This is isolated to the NiCE CXone environment; BluIP's network, voice, and SIP services remain fully operational and are not impacted. BluIP is monitoring the NiCE status feed and will relay updates as they are published. Impact (NiCE CXone platform only) Contacts on affected CXone instances may experience delays being routed to agents. No impact to BluIP-provided services. We will update you as more information becomes available from NICE.

2. identified Sep 03, 2026, 10:59 PM UTC

   Status: Recovering — vendor validating full recovery Severity: Degradation on NiCE CXone platform (call routing delays) Started: Sep 3, 2026 · 21:36 UTC (2:36 PM PT) Vendor Incident ID: NiCE CXone #02874676 Summary NiCE CXone identified an issue on its CXone Mpower Platform affecting interaction routing, which prevented some contacts from reaching available agents. Routing performance is improving and new interactions are increasingly processing successfully. NiCE is continuing to validate full recovery and monitor previously delayed interactions. This is isolated to the NiCE CXone environment; BluIP's network, voice, and SIP services remain fully operational and are not impacted. BluIP is monitoring the NiCE status feed and will relay updates as they are published. Impact (NiCE CXone platform only) Some contacts on affected CXone instances were unable to reach available agents due to interaction routing delays. Routing is recovering. No impact to BluIP-provided services.

3. resolved Sep 04, 2026, 02:34 PM UTC

   Vendor Service Incident — NiCE CXone Mpower Platform Status: Resolved Severity: Degradation on NiCE CXone platform (call routing delays) Started: Sep 3, 2026 · 21:36 UTC (2:36 PM PT) Resolved: [time] UTC ([time] PT) Vendor Incident ID: NiCE CXone #02874676 Summary NiCE CXone identified and resolved an issue on its CXone Mpower Platform that affected interaction routing, which had prevented some contacts from reaching available agents. Routing performance has recovered and interactions are processing successfully. This was isolated to the NiCE CXone environment; BluIP's network, voice, and SIP services remained fully operational and were not impacted throughout the event. Impact (NiCE CXone platform only) During the event, some contacts on affected CXone instances were unable to reach available agents due to interaction routing delays. Routing has since recovered. No impact to BluIP-provided services.

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Started Aug 21, 2026, 05:42 PM UTC· resolved Aug 21, 2026, 08:56 PM UTC

1. identified Aug 21, 2026, 05:42 PM UTC

   Date: 8-21-2026 Affected Service: AIVA 3.0 Summary BluIP has identified a service disruption affecting AIVA 3.0. During this time, users may experience delays in call answering or slower than normal application performance. Impact Some interactions handled by AIVA 3.0 may see increased response times or delayed call answer. BluIP Core telephony services remain fully operational. Current Actions BluIP engineering teams are actively engaged and working to restore normal performance. We are monitoring the platform in real time and will provide updates as remediation progresses. For questions or to report impact, contact the BluIP Support at [email protected]

2. monitoring Aug 21, 2026, 06:17 PM UTC

   BluIP engineering identified a transient condition affecting supporting infrastructure that temporarily impacted AIVA 3.0 performance. The condition has been mitigated and service performance has returned to normal levels. Users should no longer experience delays in call answering or degraded application performance.

3. resolved Aug 21, 2026, 08:56 PM UTC

   BluIP engineering identified a transient condition affecting supporting infrastructure that temporarily impacted AIVA 3.0 performance, resulting in delayed call answering and slower application response for some users. The condition was mitigated and service performance was restored to normal levels. Following an extended monitoring period, engineering has confirmed sustained stability and this incident is now resolved.

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Started Jul 23, 2026, 04:29 PM UTC· resolved Jul 23, 2026, 10:56 PM UTC

1. identified Jul 23, 2026, 04:29 PM UTC

   Investigating — AIVA 2.5 Speech Processing Degradation Status: Investigating Start time: Approximately 7:30 AM PT, July 23, 2026 Impact: Some users may experience issues with AIVA 2.5 speech services. Text-to-speech (TTS) and speech-to-text (STT) requests may fail or return delayed responses, which can result in AIVA not responding audibly or not recognizing spoken input. Call setup, routing, and all other AIVA functions are unaffected. Cause: This is related to an ongoing Microsoft Azure service incident affecting the speech services used by AIVA 2.5. The issue is upstream of BluIP's network and is being tracked by Microsoft. Current action: We are monitoring Microsoft's service health updates and validating availability as Azure services are restored. In parallel, we are evaluating alternative speech processing paths to reduce impact if the incident is prolonged. No customer-side action is required. Thank you for your patience ; we will update as more information becomes available.

2. monitoring Jul 23, 2026, 04:35 PM UTC

   Monitoring — AIVA 2.5 Speech Processing Degradation Status: Monitoring Start time: Approximately 7:30 AM PT, July 23, 2026 Update time: [09:35 PT, July 23, 2026] Update: We have completed a regional change to route AIVA 2.5 speech processing away from the affected Azure region. Text-to-speech and speech-to-text services have returned to normal operation. Impact: Users should no longer experience failed or delayed TTS/STT responses. Call setup, routing, and all other AIVA functions remain unaffected. Current action: We are monitoring speech service performance and Microsoft's service health updates for recurrence. This incident will be closed after a sustained period of stable operation. Users who continue to experience issues should open a ticket with BluIP Support. Thank you for your patience in this matter.

3. resolved Jul 23, 2026, 10:56 PM UTC

   Start time: Approximately 7:30 AM PT, July 23, 2026 Resolved time: [09:29AM PT, July 23, 2026] Resolution: BluIP completed a regional change to route AIVA 2.5 speech processing away from the Azure region affected by the upstream Microsoft incident. No users have reported issues since the migration, and speech services have remained stable throughout the monitoring period. This incident is now closed. Thank you for your patience while we worked through this. Users who experience any further issues should open a ticket with BluIP Support.

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Started Jun 17, 2026, 06:40 PM UTC· resolved Jun 19, 2026, 04:11 AM UTC

1. identified Jun 17, 2026, 06:40 PM UTC

   Affected Service: Call Recording We have identified an issue affecting Call Recording in which playback of historical recording files may be impaired. New recordings are unaffected and are being collected as normal. We are actively working with our vendor toward a resolution. Further updates will be posted here as the situation progresses.

2. resolved Jun 19, 2026, 04:11 AM UTC

   Incident Notice — Call Recording Status: Resolved Affected Service: Call Recording The issue affecting Call Recording, in which playback of historical recording files may have been impaired, has been resolved. Working with our vendor, we have confirmed that playback has returned to normal operation. Recording capture remained fully operational throughout the impact window. Service is fully restored and validated across both capture and playback. This incident is now closed.

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Started Jun 17, 2026, 04:00 PM UTC· resolved Jun 18, 2026, 03:23 PM UTC

1. investigating Jun 17, 2026, 04:00 PM UTC

   We are currently investigating reports of an issue affecting AIVA 3.0. Some users may be experiencing call issues [symptom e.g., unanswered calls]. Our engineering team is actively engaged and working to identify the root cause. We will provide an update within [30/60] minutes or as new information becomes available. Further updates will be posted here as the investigation progresses.

2. monitoring Jun 17, 2026, 06:32 PM UTC

   Incident Notice - AIVA 3.0 Status: Monitoring Affected Service: AIVA 3.0 (AI IVR) A fix has been implemented for the issue affecting AIVA 3.0, and service has returned to normal operation. We are continuing to monitor to confirm full resolution. Further updates will be posted here if the situation changes.

3. resolved Jun 18, 2026, 03:23 PM UTC

   Incident Notice — AIVA 3.0 Status: Resolved Affected Service: AIVA 3.0 The issue affecting AIVA 3.0, our AI-powered IVR platform, has been fully resolved. Our engineering team identified the underlying cause, implemented a fix, and confirmed through monitoring that service has returned to normal operation. Callers are now experiencing standard IVR functionality across all interactions. This incident is now closed.

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Started Jun 10, 2026, 07:53 PM UTC· resolved Jun 12, 2026, 02:19 PM UTC

1. investigating Jun 10, 2026, 07:53 PM UTC

   Impact: Intermittent — affecting call delivery across call centers Summary We are investigating reports of multiple calls being delivered from the call center queue to users who are already engaged on an active call. Under normal operation, a user on a call should not receive additional calls from the queue until they have completed their current call and returned to an available state. In the affected scenario, users may receive one or more additional calls from the queue while still on a call, resulting in disrupted call handling. This behavior appears to be intermittent and may not affect all call centers. Our engineering team is actively investigating to determine the root cause. Workaround None at this time. We will provide an update as more information becomes available. Thank you for your patience in this matter.

2. identified Jun 11, 2026, 12:02 AM UTC

   Update Our engineering team has traced these issues to what seems to be a newly discovered bug in an underlying user service. The bug appears to affect how the service handles call state and delivery, which accounts for the range of symptoms reported. We are working with our vendor to resolve the issue and are actively working to implement a fix. This root cause seems to account for the reported behavior across all affected services. We will provide an update as the fix progresses.

3. identified Jun 11, 2026, 12:02 AM UTC

   Update Our engineering team has traced these issues to what seems to be a newly discovered bug in an underlying user service. The bug appears to affect how the service handles call state and delivery, which accounts for the range of symptoms reported. We are working with our vendor to resolve the issue and are actively working to implement a fix. This root cause seems to account for the reported behavior across all affected services. We will provide an update as the fix progresses.

4. monitoring Jun 11, 2026, 02:34 PM UTC

   Update Our engineering team continues to work on this issue alongside our vendor. As part of the resolution, we are removing the affected service pack identified as the source of the reported behavior. Removing this component is expected to address the underlying bug and restore normal operation across the affected services. Once the removal is complete, we will continue to monitor closely to confirm recovery and ensure the issue does not recur. We will provide a further update as this work progresses.

5. monitoring Jun 12, 2026, 12:09 AM UTC

   A fix has been implemented and the affected service has been removed from affected users. Our engineering team has confirmed initial recovery across the affected services, and the reported behavior should no longer occur. We are continuing to monitor closely to ensure stability before fully closing this incident. If you continue to experience any issues, please contact support [email protected]. Our vendor is currently conducting a detailed analysis of the underlying issue to determine the full root cause and confirm the corrective actions taken. Once this analysis has been completed and reviewed, a formal root cause analysis (RCA) will be made available upon request, including the findings and any preventive measures identified to reduce the likelihood of recurrence.

6. resolved Jun 12, 2026, 02:19 PM UTC

   Update The fix has been implemented and the affected service pack has been removed. Our engineering team has confirmed recovery across the affected services, and the reported behavior is no longer occurring. Our vendor is conducting a detailed analysis to determine the full root cause and confirm the corrective actions taken. Once complete, a formal root cause analysis (RCA) will be made available upon request. This incident is now considered resolved. If you experience any further issues, please contact BluIP support at [email protected]. Thank you for your patience in this matter.

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Started Jun 10, 2026, 05:16 PM UTC· resolved Jun 12, 2026, 02:20 PM UTC

1. investigating Jun 10, 2026, 05:16 PM UTC

   Impact: Intermittent — affecting the ability to transfer calls across hosted services. Summary We are investigating ongoing reports of intermittent call transfer issues. This is not isolated to call center users and may affect any hosted service. Affected users may be unable to complete transfers. Workaround None at this time. We will provide an update as more information becomes available.

2. identified Jun 10, 2026, 07:10 PM UTC

   Impact: Intermittent - affecting attended transfers across hosted services Update Our engineering team has identified that the transfer issues are limited to attended transfers (also called warm or consultative transfers), where the caller is placed on hold while the destination party is consulted before the transfer is completed. Blind transfers, where the call is sent directly to the destination without consultation, are not affected. The issue is intermittent and not isolated to call center users, this may affect attended transfers across any hosted service. Our engineering team is actively investigating to determine the root cause. Workaround Use a blind transfer to complete the call in the interim. This routes the call directly to the destination party and is not impacted by the current issue. We will provide an update as more information becomes available. Thank you for your patience in this matter.

3. identified Jun 11, 2026, 02:37 PM UTC

   Update Our engineering team, working alongside our vendor, has traced this issue to what seems to be a newly discovered bug in an underlying user service. The bug appears to affect how the service handles call state and delivery, which accounts for the range of symptoms reported. As part of the resolution, we are removing the affected service pack identified as the source of this behavior. Removing this component is expected to address the underlying bug and restore normal operation across the affected services. Once the removal is complete, we will continue to monitor closely to confirm recovery and ensure the issue does not recur. We will provide a further update as this work progresses.

4. monitoring Jun 12, 2026, 12:06 AM UTC

   A fix has been implemented and the affected service has been removed from affected users. Our engineering team has confirmed initial recovery across the affected services, and the reported behavior should no longer occur. We are continuing to monitor closely to ensure stability before fully closing this incident. If you continue to experience any issues, please contact support [email protected]. Our vendor is currently conducting a detailed analysis of the underlying issue to determine the full root cause and confirm the corrective actions taken. Once this analysis has been completed and reviewed, a formal root cause analysis (RCA) will be made available upon request, including the findings and any preventive measures identified to reduce the likelihood of recurrence.

5. resolved Jun 12, 2026, 02:20 PM UTC

   Update The fix has been implemented and the affected service pack has been removed. Our engineering team has confirmed recovery across the affected services, and the reported behavior is no longer occurring. Our vendor is conducting a detailed analysis to determine the full root cause and confirm the corrective actions taken. Once complete, a formal root cause analysis (RCA) will be made available upon request. This incident is now considered resolved. If you experience any further issues, please contact BluIP support at [email protected]. Thank you for your patience in this matter.

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Started Jun 10, 2026, 05:03 PM UTC· resolved Jun 12, 2026, 02:20 PM UTC

1. investigating Jun 10, 2026, 05:03 PM UTC

   Affected service: AIVA Console (agent state / call handling / monitoring) Impact: Intermittent — affecting agent availability, call transfers, and real-time reporting accuracy Summary We are investigating reports affecting AIVA Console agents. Symptoms span agent state handling, call transfers, and the accuracy of agent status shown in AIVA monitoring and Akixi. Affected agents may experience disrupted call handling and need to relaunch AIVA to recover. Workaround Agents who cannot return to Available should relaunch AIVA to restore their status. Thank you for your patience in this matter; we will provide an update as more information becomes available.

2. investigating Jun 10, 2026, 07:18 PM UTC

   INCIDENT — AIVA Console: Intermittent service issues Status: Investigating Affected service: AIVA Console (agent state / call handling / monitoring) Impact: Intermittent — affecting agent availability, call transfers, and real-time reporting accuracy Summary We are investigating multiple reports affecting AIVA Console agents. Symptoms span agent state handling, call transfers, and the accuracy of agent status shown in AIVA monitoring and Akixi. Affected agents may experience disrupted call handling and need to relaunch AIVA to recover. Additionally, AIVA Console users may experience multiple calls being delivered from the queue even while they are already on a call. We are investigating this behavior. Workaround Agents who cannot return to Available should relaunch AIVA to restore their status. We will provide an update as more information becomes available.

3. identified Jun 11, 2026, 02:36 PM UTC

   Update Our engineering team, working alongside our vendor, has traced this issue to what seems to be a newly discovered bug in an underlying user service. The bug appears to affect how the service handles call state and delivery, which accounts for the range of symptoms reported. As part of the resolution, we are removing the affected service pack identified as the source of this behavior. Removing this component is expected to address the underlying bug and restore normal operation across the affected services. Once the removal is complete, we will continue to monitor closely to confirm recovery and ensure the issue does not recur. We will provide a further update as this work progresses.

4. monitoring Jun 12, 2026, 12:09 AM UTC

   A fix has been implemented and the affected service has been removed from affected users. Our engineering team has confirmed initial recovery across the affected services, and the reported behavior should no longer occur. We are continuing to monitor closely to ensure stability before fully closing this incident. If you continue to experience any issues, please contact support [email protected]. Our vendor is currently conducting a detailed analysis of the underlying issue to determine the full root cause and confirm the corrective actions taken. Once this analysis has been completed and reviewed, a formal root cause analysis (RCA) will be made available upon request, including the findings and any preventive measures identified to reduce the likelihood of recurrence.

5. resolved Jun 12, 2026, 02:20 PM UTC

   Update The fix has been implemented and the affected service pack has been removed. Our engineering team has confirmed recovery across the affected services, and the reported behavior is no longer occurring. Our vendor is conducting a detailed analysis to determine the full root cause and confirm the corrective actions taken. Once complete, a formal root cause analysis (RCA) will be made available upon request. This incident is now considered resolved. If you experience any further issues, please contact BluIP support at [email protected]. Thank you for your patience in this matter.

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Started May 28, 2026, 03:13 PM UTC· resolved Jun 01, 2026, 07:28 PM UTC

1. identified May 28, 2026, 03:13 PM UTC

   Status: Known Issue – Workaround Available Affected Service: Jazzware Hospitality Portal – Wake-Up Activity Screen (third-party) BluIP Services: Not affected Estimated Resolution: End of day today BluIP has been made aware that the Wake-Up Activity screen in the Jazzware Hospitality Portal is currently unavailable. Scheduling is not impacted. Users can still schedule wake-up calls via the Jazzware Portal using the Wakeup Scheduling or Guest Rooms screen. To view wake-up call activity (including whether a call was answered), please follow these steps: 1. Go to the Guest Room screen and search for the guest room number. 2. Click the pencil icon to open the edit view. 3. Navigate to the Wake-Up Calls tab. 4. Review the “Wake-Up Call Details” table, which displays the call status. Jazzware estimates resolution by end of day today. We will provide updates as they become available. Thank you for your patience. The BluIP Team

2. monitoring May 28, 2026, 07:19 PM UTC

   Affected Service: Jazzware Hospitality Portal – Wake-Up Activity Screen BluIP Services: Not affected The previously reported issue with the Wake-Up Activity screen in the Jazzware Hospitality Portal has been resolved. The screen is now available and functioning normally. The temporary workaround (viewing wake-up call activity via the Guest Room screen) is no longer required. BluIP will continue to monitor. If you are still experiencing issues, please open a ticket with BluIP Support. We will provide RFO (Reason for Outage) information upon request once received from Jazzware. Thank you for your patience during this incident. The BluIP Team

3. resolved Jun 01, 2026, 07:28 PM UTC

   Affected Service: Jazzware Hospitality Portal – Wake-Up Activity Screen BluIP Services: Not affected Following the resolution earlier today, the Wake-Up Activity screen in the Jazzware Hospitality Portal has remained stable through our monitoring period. This incident is now considered closed. No further action is required. RCA information remains available upon request once received from Jazzware. If you experience any related issues going forward, please open a ticket with BluIP Support. Thank you for your patience throughout this incident. The BluIP Team

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Started May 26, 2026, 08:17 PM UTC· resolved Jun 01, 2026, 07:32 PM UTC

1. investigating May 26, 2026, 08:17 PM UTC

   Affected Service: Jazzware Hospitality Portal Impact: Intermittent access issues BluIP Services: Not affected We have been made aware that the Jazzware Hospitality Portal is currently experiencing intermittent access issues. Jazzware and their team are actively investigating. We are monitoring the situation and will share updates from Jazzware as they become available. We appreciate your patience.

2. monitoring May 27, 2026, 03:25 PM UTC

   Status: Resolved – Monitoring Affected Service: Jazzware Hospitality Portal BluIP Services: Not affected Good afternoon, The intermittent access issues with the Jazzware Hospitality Portal has been resolved. Jazzware and our team are continuing to monitor for stability. If you still cannot login to the Jazzware portal please open a ticket with BluIP, and our support team will coordinate to have your user recreated. A root cause analysis (RCA) is pending from Jazzware. We will distribute the RCA upon request once it has been received from the vendor. Thank you for your patience. The BluIP Team

3. identified May 27, 2026, 10:26 PM UTC

   Status: Ongoing – Degraded Affected Service: Jazzware Hospitality Portal BluIP Services: Not affected Good afternoon, BluIP is still receiving reports of degraded portal services from Jazzware. We are continuing to work with Jazzware to resolve the issue. If you are still experiencing Jazzware portal login issues, please open a ticket with BluIP Support. In some cases, we may be able to reset the specific user to restore access. We will provide further updates as more information becomes available. Thank you for your continued patience. The BluIP Team

4. identified May 28, 2026, 03:21 PM UTC

   [UPDATE] Jazzware Hospitality Portal – Access Issue Scope & Workaround Status: Ongoing – Degraded (vendor working toward resolution) Affected Service: Jazzware Hospitality Portal BluIP Services: Not affected Estimated Resolution: End of day today BluIP has received an update from Jazzware regarding the ongoing portal access issues. Jazzware is actively working toward a resolution. At this time, the issue is believed to be affecting new accounts and any existing accounts where a password change has been made. In the meantime, please have affected users contact BluIP Support with the following details so the issue can be resolved on a case-by-case basis: • Email address (account name) • Property name Jazzware estimates full resolution by end of day today. We will provide further updates as they become available. Thank you for your patience. The BluIP Team

5. resolved Jun 01, 2026, 07:32 PM UTC

   Affected Service: Jazzware Hospitality Portal – Access / Login BluIP Services: Not affected Following the resolution from Jazzware, the portal access issue impacting new accounts and existing accounts with password changes has remained stable through our monitoring period. This incident is now considered closed. No further action is required. RFO information remains available upon request once received from Jazzware. If you experience any related access issues going forward, please open a ticket with BluIP Support. Thank you for your patience throughout this incident. The BluIP Team

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Started Mar 05, 2026, 09:26 PM UTC· resolved Mar 06, 2026, 05:19 PM UTC

1. investigating Mar 05, 2026, 09:26 PM UTC

   BluIP is currently investigating reports of a degraded service condition impacting the AIVA Studio and AIVA 2.5 platforms. Preliminary findings indicate this behavior may be related to a broader AWS service disruption currently affecting multiple environments. During this time, users may experience intermittent performance issues when accessing or executing Studio-based automation, including delayed responses or limited functionality within certain workflows. Voice AI interactions that rely on AIVA Studio and AIVA 2.5 automation may also be affected. Our Engineering Team is actively monitoring the situation and continuing to assess platform performance while AWS works to restore normal service conditions. We will provide additional updates as more information becomes available.

2. identified Mar 05, 2026, 09:52 PM UTC

   BluIP has confirmed that the degraded service condition impacting the AIVA Studio and AIVA 2.5 platforms is the result of a multi-region service disruption within AWS cloud infrastructure. AWS has acknowledged the incident and is currently working to restore stability across the affected regions. Because portions of the AIVA Studio and AIVA 2.5 environments operate within AWS infrastructure, this upstream disruption may result in intermittent performance issues when accessing or executing Studio-based automation. Users may experience delayed responses, workflow execution delays, or limited functionality within certain automation processes. Voice AI interactions that utilize AIVA Studio and AIVA 2.5 automation may also experience intermittent delays during this period. BluIP systems and platform services themselves remain operational, and our Engineering Team is actively monitoring the AWS incident while tracking remediation progress from AWS. Service performance will normalize as AWS restores stability within the affected infrastructure components. We will continue to provide updates as additional information becomes available.

3. monitoring Mar 05, 2026, 11:49 PM UTC

   The previously reported degraded service condition impacting the AIVA Studio and AIVA 2.5 platforms has been resolved. The disruption was confirmed to be the result of a multi-region AWS infrastructure outage, which impacted services operating within those environments. AWS has since restored normal service conditions across the affected regions. Platform performance and functionality have returned to normal, and AIVA Studio automation and associated voice AI interactions are operating as expected. Our Engineering Team has continued monitoring the environment to confirm service stability. A Root Cause Analysis (RCA) will be made available upon request once all relevant details have been reviewed and validated.

4. resolved Mar 06, 2026, 05:19 PM UTC

   This incident has now been closed. AWS has restored stability across the affected regions, and all AIVA Studio and AIVA 2.5 services have returned to normal operation. Platform functionality, including Studio automation and associated voice AI interactions, has been validated and confirmed to be operating as expected. The BluIP Engineering Team has continued monitoring the environment following service restoration to ensure consistent platform performance and stability. No further impact has been observed. A Root Cause Analysis (RCA) summarizing the event and confirming the upstream AWS service disruption will be made available upon request once all details have been reviewed and finalized.

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Started Feb 10, 2026, 10:03 PM UTC· resolved Feb 11, 2026, 09:34 PM UTC

1. investigating Feb 10, 2026, 10:03 PM UTC

   BluIP has received reports of users experiencing intermittent login failures and increased latency when accessing the NICE platform. We have engaged NICE support, and their engineering teams are actively investigating and working toward resolution. At this time, the issue isolated to the NICE platform. BluIP core voice services remain operational. Status: Investigating Impact: Login access issues and performance degradation for some users Vendor Engagement: NICE engineering actively working the issue Further updates will be provided as additional information becomes available.

2. monitoring Feb 10, 2026, 11:28 PM UTC

   Incident Update – NICE Platform The previously reported login issues and latency affecting the NICE platform appear to be resolved at this time. BluIP continues to monitor the platform for stability in coordination with NICE engineering and support team. Status: Resolved – Monitoring Impact: No current impact observed A Root Cause Analysis (RCA) will be provided upon request once this incident is fully closed from NICE engineering. Thank you for your patience in this matter.

3. resolved Feb 11, 2026, 09:34 PM UTC

   At this time, no further issues have been observed. BluIP will continue standard monitoring, and this incident is considered closed. RCA will be provided upon request, once received by the NICE engineering team. Thank you for your patience in this matter.

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Started Jan 28, 2026, 05:39 PM UTC· resolved Jan 29, 2026, 06:58 AM UTC

1. investigating Jan 28, 2026, 05:39 PM UTC

   BluIP is investigating reports of service disruption affecting the AIVA and Studio platforms. Some users may experience issues with Studio-driven automation and AIVA-powered interactions. Status: Investigating Affected Services: AIVA, Studio Potentially Impacted Features: - Agent and workflow execution - Call routing automations - Voice and chat interactions driven by AIVA - Backend automation triggers - Third-party integrations initiated by Studio workflows Our engineering team is actively working to identify the root cause. Additional updates will be provided as more information becomes available.

2. monitoring Jan 28, 2026, 07:53 PM UTC

   AIVA and Studio services have recovered and are operating normally at this time. We are continuing to monitor platform health and confirm stability across all regions and supporting components. Status: Service Restored / Monitoring Current State: Normal operation confirmed A Root Cause Analysis (RCA) will be released following completion of the investigation, validation of findings, and receipt of any outstanding supporting details. Thank you for your patience in this matter. If you continue to experience any issues, please open a ticket with BluIP Support at [email protected].

3. resolved Jan 29, 2026, 06:58 AM UTC

   This incident has been resolved and formally closed. All services are operating normally. An RCA will be provided upon request following completion of the review and validation process.

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Started Jan 22, 2026, 11:29 AM UTC· resolved Jan 23, 2026, 08:16 PM UTC

1. identified Jan 22, 2026, 11:29 AM UTC

   BluIP has identified an issue impacting access to the Jazzware management portal. In coordination with Jazzware Engineering, it has been confirmed that the outage is the result of an external ISP/network connectivity issue within Jazzware’s environment. This issue is not related to BluIP infrastructure or services. As a result, the Jazzware management portal is currently unavailable, affecting certain automated guest services, including wake-up call scheduling and other portal-driven functions. BluIP core voice services and live call handling remain fully operational. Status: Identified Start Time: Approximately 2:30 AM PST Affected Services: Jazzware Portal, Wake-Up Calls, Portal-based Guest Automations We will provide updates as additional information becomes available. Thank you for your patience.

2. identified Jan 22, 2026, 05:09 PM UTC

   BluIP has been informed by Jazzware Engineering that the ongoing Jazzware access issue is the result of a distributed denial-of-service (DDoS) attack targeting Jazzware’s data center and external network infrastructure. This event continues to impact access to the Jazzware management portal and related automated guest services, including wake-up calls and other Jazzware functions. The issue remains isolated to Jazzware’s environment and is not related to BluIP infrastructure or services. BluIP core voice services and live call handling remain fully operational. Jazzware is actively working with their network and security providers to mitigate the attack and restore full service. BluIP will continue to monitor and provide updates as they become available. Status: Identified – External Security Event (Jazzware DDoS) Next Update: Upon mitigation or material status change We will provide updates as additional information becomes available. Thank you for your patience.

3. monitoring Jan 22, 2026, 06:18 PM UTC

   Update: Jazzware has confirmed that services have been restored following the earlier DDoS-related outage impacting their data center and external network connectivity. While core portal access has been recovered, some customers may experience intermittent delays as pending transactions and queued requests continue to process during the recovery phase. BluIP will continue to actively monitor the environment in coordination with Jazzware to ensure service stability and will provide further updates if any additional issues are observed. Status: Recovered – Monitoring Next Update: As needed based on service behavior We will provide updates as additional information becomes available. Thank you for your patience.

4. resolved Jan 23, 2026, 08:16 PM UTC

   Final Update / Incident Closure: Jazzware has confirmed that all services remain stable following the recovery from the earlier DDoS-related event. No further service disruptions or processing delays have been observed. BluIP has continued to monitor the environment throughout the day in coordination with Jazzware, and all affected portal-based services, including wake-up calls and guest automations, are operating normally. This incident is now considered resolved and closed. A formal Root Cause Analysis (RCA) will be provided upon request once it has been received from Jazzware. Status: Closed – Stable Monitoring Period: Completed with no additional impact

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Started Dec 16, 2025, 03:44 PM UTC· resolved Dec 16, 2025, 10:01 PM UTC

1. investigating Dec 16, 2025, 03:44 PM UTC

   BluIP is investigating reports of a degraded service condition impacting the AIVA Studio and AIVA 2.5 platforms. During this time, users may experience intermittent performance issues when accessing or executing Studio-based automation, including delayed responses or limited functionality within certain workflows. Interactions dependent on AIVA Studio and AIVA 2.5 automation may also affect voice AI interactions. The Engineering Team is actively investigating the reported behavior and monitoring platform performance while working to identify contributing factors and implement corrective actions as needed. Thank you for your patience in this matter and we will update as more information becomes available.

2. monitoring Dec 16, 2025, 04:43 PM UTC

   BluIP has restored normal service operations for the AIVA Studio and AIVA 2.5 platforms. The previously reported degraded performance has been resolved, and all Studio-based automation and related functionality are operating as expected. The Engineering Team will continue to monitor the environment to ensure ongoing stability. A root cause analysis (RCA) will be provided following a complete review of the incident. If you continue to experience any issues, please contact BluIP Support.

3. resolved Dec 16, 2025, 10:01 PM UTC

   BluIP has restored normal service operations for the AIVA Studio and AIVA 2.5 platforms. The previously reported degraded performance has been resolved, and all Studio-based automation and related functionality are operating as expected. This incident is now closed. A root cause analysis (RCA) will be provided following a complete review of the incident. If you continue to experience any issues, please contact BluIP Support.

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Started Nov 06, 2025, 04:15 PM UTC· resolved Nov 11, 2025, 05:18 PM UTC

1. investigating Nov 06, 2025, 04:15 PM UTC

   Start Time: 11/6/25 Approximately 7:45AM Impacted Service: Jazzware Integration and Data Synchronization Description: We are currently investigating reports of a service interruption impacting Jazzware integrations. Users may experience delayed or missing data updates between connected systems, including guest name and housekeeping synchronization. Our Engineering team is actively working with Jazzware support to determine the root cause and restore full functionality. Impact: Delays in data synchronization between hotel PMS and connected applications. Some users may see outdated information within their dashboards or interfaces. Next Steps: We are coordinating with Jazzware to validate system health and ensure data consistency once service is restored. Additional updates will be provided as soon as new information becomes available. Customer Action: No action is required at this time.

2. monitoring Nov 06, 2025, 06:35 PM UTC

   Incident Update – Jazzware IVR / Maid Status Earlier this morning, we identified an issue affecting Jazzware IVR and maid-status updates beginning at approximately 7:30 AM. This resulted in intermittent failures in IVR call handling and delayed or missing maid-status notifications for some properties. Jazzware confirmed the issue was related to a system failover event during scheduled maintenance. The standby system did not have the expected configuration, which caused the interruption in processing. Once identified, the system was restored to the primary instance and services returned to normal at approximately 7:53 AM. Current Status: All services are now operational and stable. We are continuing to actively monitor system performance in coordination with Jazzware to ensure no further impact. If you are still experiencing any issues, please contact BluIP Support so we can review right away. Thank you for your patience in this matter.

3. resolved Nov 11, 2025, 05:18 PM UTC

   Incident Closed – Jazzware IVR / Maid Status Service has remained stable following the earlier interruption affecting Jazzware IVR and maid-status updates. No further impact has been observed during the monitoring period. This incident is now closed. If you are still experiencing any issues, please contact Support so we can review immediately. An RCA is available upon request.

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Started Oct 29, 2025, 04:26 PM UTC· resolved Oct 30, 2025, 04:37 PM UTC

1. investigating Oct 29, 2025, 04:26 PM UTC

   Time Detected: Approximately 9:05AM Status: Investigating We are currently receiving reports of AIVA Console being unavailable or unresponsive. Preliminary assessment indicates that this disruption is likely related to a broader service interruption affecting Microsoft Azure Cloud. Our engineering team is monitoring the situation closely and working to confirm the full scope of impact. If you are currently experiencing issues, you may try accessing AIVA through the following link: https://phone.aivaconnect.ai/api/Access?provider=BluIP Please note that this link may also be affected depending on the severity and duration of the Azure outage, and availability cannot be guaranteed. We will continue to provide updates as more information becomes available or once Azure confirms full service restoration. Thank you for your patience in this matter.

2. identified Oct 29, 2025, 05:03 PM UTC

   We have confirmed that the AIVA Console service interruption is the result of a widespread Microsoft Azure outage related to DNS resolution failures. This issue is impacting multiple Azure-hosted services globally, including components supporting the AIVA platform. Users experiencing issues can try the alternate access link below: https://phone.aivaconnect.ai/api/Access?provider=BluIP Please note that this alternate link may also experience degraded performance or become unavailable depending on the extent of the Azure DNS disruption. Our engineering team continues to monitor Microsoft’s progress and will provide additional updates as service restoration efforts continue.

3. identified Oct 29, 2025, 05:33 PM UTC

   Our investigation has determined that the AIVA Console disruption is related to an ongoing Microsoft Azure Front Door DNS issue, which is impacting connectivity to services hosted within Azure. To mitigate the impact, our engineering team is in the process of redirecting AIVA services away from Azure Front Door while Microsoft works to resolve the underlying DNS fault. Users who continue to experience access issues can try connecting via the alternate link below: https://phone.aivaconnect.ai/api/Access?provider=BluIP We are actively monitoring system performance and will provide updates as more information becomes available or when Microsoft confirms full restoration.

4. monitoring Oct 30, 2025, 01:20 AM UTC

   Service to the AIVA Console has been restored following remediation of the Microsoft Azure Front Door DNS issue that impacted connectivity earlier today. All systems are now fully normalized, including any temporary service redirections implemented during mitigation. Our engineering team continues to monitor system performance to confirm sustained stability across all AIVA services. At this time, all services are operational, and no further impact is expected. A final confirmation will be provided once Microsoft reports full resolution on the Azure platform. Thank you for your patience and understanding during this event.

5. resolved Oct 30, 2025, 04:37 PM UTC

   Microsoft Azure has resolved the Front Door DNS issue, and we are no longer observing any service-affecting impact to the AIVA Console or related services. All systems remain fully operational and stable, including any components that were temporarily redirected during mitigation. We will continue standard monitoring, but no further disruption is expected. This incident is now closed, and an official RCA will be distributed upon request. For any questions, please contact BluIP Support at [email protected]. Thank you for your patience and understanding during this event.

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Started Oct 10, 2025, 05:59 PM UTC· resolved Oct 13, 2025, 04:04 PM UTC

1. investigating Oct 10, 2025, 05:59 PM UTC

   Start Time: 10-10-25 Approximately 9:30AM PST Impacted Service: Jazzware Integration and Data Synchronization Description: We are currently investigating reports of a service interruption impacting Jazzware integrations. Users may experience delayed or missing data updates between connected systems, including guest name and housekeeping synchronization. Our Engineering team is actively working with Jazzware support to determine the root cause and restore full functionality. Impact: Delays in data synchronization between hotel PMS and connected applications. Some users may see outdated information within their dashboards or interfaces. Next Steps: We are coordinating with Jazzware to validate system health and ensure data consistency once service is restored. Additional updates will be provided as soon as new information becomes available. Customer Action: No action is required at this time.

2. monitoring Oct 10, 2025, 08:12 PM UTC

   Incident: Jazzware Service Interruption Status: Monitoring Impacted Service: Jazzware Integration and Data Synchronization Update: Jazzware has implemented a fix for the reported service interruption impacting data synchronization and updates. Initial reports indicate that services have stabilized, and normal operation has resumed. BluIP Engineering is actively monitoring the environment to ensure continued stability and to confirm that all data synchronization processes are functioning as expected. Impact: Service has been restored. Some users may continue to see temporary data delays as systems complete synchronization. Next Steps: We will continue to monitor performance closely and will provide a final update once the incident is confirmed fully resolved. BluIP Support: If you continue to experience any irregularities, please contact BluIP Support for assistance.

3. investigating Oct 10, 2025, 08:26 PM UTC

   Incident: Jazzware Service Interruption Status: Ongoing – Monitoring and Further Investigation Impacted Service: Jazzware Integration and Data Synchronization Update: Jazzware has implemented a fix intended to address the reported service interruption. We continue to receive reports from customers still experiencing intermittent issues with data synchronization and updates. BluIP Engineering remains in active communication with the Jazzware support team to validate the effectiveness of the implemented fix and identify any remaining underlying issues. Current Impact: Some users may still experience delays or missing data updates between integrated systems. Guest name and housekeeping synchronization may remain inconsistent for affected properties. Next Steps: We are working with Jazzware to gather additional diagnostics and confirm stability across all environments. Further updates will be provided as more information becomes available. BluIP Support: If you are still experiencing issues, please contact BluIP Support with affected user details so we can correlate and escalate as needed.

4. monitoring Oct 11, 2025, 12:09 AM UTC

   Incident: Jazzware Service Interruption Status: Monitoring Impacted Service: Jazzware Integration and Data Synchronization Update: Jazzware has implemented a fix for the reported service interruption impacting data synchronization and updates. Initial reports indicate that services have stabilized, and normal operation has resumed. BluIP Engineering is actively monitoring the environment to ensure continued stability and to confirm that all data synchronization processes are functioning as expected. Impact: Service has been restored. Some users may continue to see temporary data delays as systems complete synchronization. Next Steps: We will continue to monitor performance closely and will provide a final update once the incident is confirmed fully resolved. BluIP Support: If you continue to experience any irregularities, please contact BluIP Support for assistance.

5. resolved Oct 13, 2025, 04:04 PM UTC

   Incident: Jazzware Service Interruption Status: Resolved Impacted Service: Jazzware Integration and Data Synchronization Resolution Summary: The service interruption impacting Jazzware integrations has been fully resolved. Jazzware completed additional corrective actions and confirmed system stability. BluIP Engineering has monitored the environment and verified that data synchronization and updates are now operating normally across all affected systems. Impact: Users previously experienced delayed or incomplete data updates between connected systems. All services have now returned to normal operation. Next Steps: BluIP will continue to monitor performance as part of our standard post-incident review. A formal RCA will be requested from Jazzware and shared as appropriate once available. BluIP Support: If you experience any lingering issues, please contact BluIP Support for assistance.

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Started Oct 03, 2025, 06:15 PM UTC· resolved Oct 04, 2025, 01:07 AM UTC

1. identified Oct 03, 2025, 06:15 PM UTC

   BluIP is investigating an issue related to a backlog of connections following a previous system incident. This backlog is causing delays in certain services, including maid status updates, guest name updates, and other related functions. Our Engineering team is actively reviewing the situation in coordination with Jazzware Support to restore normal processing. Updates will be provided as more information becomes available. Thank you for your patience while we work to resolve this matter.

2. monitoring Oct 03, 2025, 11:07 PM UTC

   Jazzware reports no further issues regarding this incident. If you have any issues or concerns please contact BluIP Support. We will continue to monitor.

3. resolved Oct 04, 2025, 01:07 AM UTC

   Jazzware reports services are stable and operational. BluIP also has no new reports of issues regarding Jazzware services. This issue is considered resolved and we thank you for your patience in this matter.

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Started Oct 03, 2025, 04:33 PM UTC· resolved Oct 03, 2025, 04:47 PM UTC

1. investigating Oct 03, 2025, 04:33 PM UTC

   BluIP has received reports from some users regarding potential issues with Jazzware services. At this time, we are reviewing and investigating these reports in coordination with the Jazzware Support team. No widespread service impact has been confirmed, but we will continue to monitor closely and provide updates as more information becomes available. Thank you for your patience while we complete this review. BluIP Support Team

2. resolved Oct 03, 2025, 04:47 PM UTC

   Our review with the Jazzware Support team is now complete. Jazzware reported that a system event occurred but it did not result in any customer impact. No further action is required, and this investigation is now closed. Thank you for your patience while we reviewed this matter.

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Started Sep 12, 2025, 06:27 PM UTC· resolved Sep 15, 2025, 04:10 PM UTC

1. investigating Sep 12, 2025, 06:27 PM UTC

   BluIP has received reports of intermittent inconsistent call handling and potential issues with Call Center agent status. Some dependent services may also be affected, and our team is actively investigating. Next Update We will provide an update within 60 minutes or sooner as more information becomes available. We apologize for any inconvenience and appreciate your patience as we work to resolve this matter.

2. investigating Sep 12, 2025, 06:53 PM UTC

   BluIP has received reports of intermittent inconsistent call handling and potential issues with Call Center agent status. Some dependent services may also be affected; however, call processing is not impacted. Our team continues to actively investigate. Next Update We will provide an update within 60 minutes or sooner as more information becomes available. We apologize for any inconvenience and appreciate your patience as we work to resolve this matter.

3. investigating Sep 12, 2025, 07:49 PM UTC

   Incident Update – Service Impact BluIP has received reports of intermittent inconsistent call handling and potential issues with Call Center agent status. Some dependent services may also be affected; however, call processing is not impacted. Our investigation indicates this may be related to a software bug. A workaround is currently being implemented for affected users while we continue to work toward a permanent resolution. Workaround details will be provided in BluIP tickets associated with this issue. Next Update We will provide an update within 60 minutes or sooner as more information becomes available. We apologize for any inconvenience and appreciate your patience as we work to resolve this matter.

4. monitoring Sep 12, 2025, 08:46 PM UTC

   BluIP previously received reports of intermittent inconsistent call handling and possible issues with Call Center agent status. A workaround was distributed to affected users via our ticketing system during the disruption. The issue has now been resolved at the system level, and our team is actively monitoring to ensure continued stability. Call processing was not impacted. Next Update We will provide additional updates if there are any changes or new developments, and a Root Cause Analysis (RCA) will be shared once all information has been gathered.

5. monitoring Sep 12, 2025, 10:48 PM UTC

   We are continuing to monitor for any further issues.

6. resolved Sep 15, 2025, 04:10 PM UTC

   Incident Resolved – Service Impact The reported issues with intermittent inconsistent call handling and agent status have been resolved at the system level. Services have stabilized, monitoring confirms normal operation, and the manual workaround is no longer required. This incident is now closed. A Root Cause Analysis (RCA) will be shared once all information has been gathered. If you have any further concerns, please contact BluIP Support. — BluIP Engineering & Network Operations

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Started Jul 09, 2025, 02:57 PM UTC· resolved Jul 09, 2025, 06:05 PM UTC

1. identified Jul 09, 2025, 02:57 PM UTC

   We are currently investigating reports of degraded service affecting call connection within the AIVA Console. Users may experience delays in call initiation, intermittent failures to connect, or dropped connections. Our Engineering Team is actively working to identify the root cause and restore full service. Further updates will be provided as more information becomes available. We appreciate your patience and understanding. — BluIP Network Operations

2. identified Jul 09, 2025, 02:57 PM UTC

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

3. monitoring Jul 09, 2025, 03:22 PM UTC

   Resolved Time: 8:15AM PST Service has stabilized and call connection issues within the AIVA Console appear to be resolved. Our Engineering Team has identified a potential software-related bug affecting call handling and has rolled back to a previous code version. We will continue to closely monitor the service to ensure stability. No further user action is required at this time. Thank you for your continued patience. — BluIP Network Operations

4. resolved Jul 09, 2025, 06:05 PM UTC

   Resolved Time: 8:15AM PST The issue impacting call connections within the AIVA Console has been fully resolved. Services are operating normally, and no further disruptions have been observed. Our Engineering Team has identified a software-related bug as the likely root cause and is actively reviewing the incident with the vendors involved to ensure a permanent resolution and prevent recurrence. We appreciate your patience and understanding during this time. — BluIP Network Operations

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Started Jul 02, 2025, 10:07 PM UTC· resolved Jul 03, 2025, 04:17 AM UTC

1. identified Jul 02, 2025, 10:07 PM UTC

   Date/Time Identified: July 2, 2025 at 12:39 PM PST Service Impact: NICE CXone – Digital Channels Description: NICE has reported a service interruption affecting digital channels within the CXone platform. Some users may be unable to access the Digital interface or may experience issues with digital contact routing. Current Status: NICE has begun implementing a fix to this service interruption. Traffic was previously redirected to a parallel configuration to allow the original system to recover. They are now migrating traffic back to the original configuration as part of the final restoration process. NICE continues to work with a third-party provider to identify the root cause. Estimated Time to Resolution: No approximated time of resolution at this time. Impact: - Some users may continue to experience disruption to digital interactions. - Access to the Digital interface may remain limited during recovery. ** Voice services are not impacted. ** Next Update: A further update will be provided upon completion of the work or as new information becomes available from NICE support team. For assistance or questions: Please contact [email protected].

2. identified Jul 02, 2025, 10:08 PM UTC

   A further update will be provided upon completion of the work or as new information becomes available from NICE support team.

3. identified Jul 02, 2025, 11:18 PM UTC

   Status: Partial Service Restoration Confirmed NICE has confirmed that the majority of digital channel issues have been resolved. However, some customers may still experience intermittent issues with digital chat. NICE is actively monitoring the platform and addressing remaining issues as they are reported. They continue to work with a third-party provider to determine root cause. Due to the complexity of the issue, an accurate ETA is not yet available. Updates will be provided as progress continues.

4. monitoring Jul 02, 2025, 11:53 PM UTC

   Status: Service Restoration Confirmed Internal testing and end-user feedback have confirmed that service has been fully restored. NICE will continue working with the third-party provider to identify the root cause of the issue.

5. resolved Jul 03, 2025, 04:17 AM UTC

   This incident has been resolved.

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