Resolved after 3 hours 25 minutes, on August 6, 2026.
On 6 August 2026, from 15:28 to 18:53 CEST, a subset of virtual agent instances experienced degraded performance on conversations processed via the OpenAI (via boost.ai) vendor configuration, caused by elevated latency on the upstream provider's models. During this window, affected conversations experienced extended processing times and a elevated number of timeouts or errors. Provider latency returned to normal at 18:53 CEST, after which all affected instances were stable. Total duration of degraded performance: approximately 3 hours 25 minutes. Note: this incident entry was published retroactively on the 20th of August as part of our commitment to a complete and accurate public service record.
Update timeline
- resolved Aug 20, 2026, 09:42 AM UTC
On 6 August 2026, from 15:28 to 18:53 CEST, a subset of virtual agent instances experienced degraded performance on conversations processed via the OpenAI (via boost.ai) vendor configuration, caused by elevated latency on the upstream provider's models. During this window, affected conversations experienced extended processing times and a elevated number of timeouts or errors. Provider latency returned to normal at 18:53 CEST, after which all affected instances were stable. Total duration of degraded performance: approximately 3 hours 25 minutes. Note: this incident entry was published retroactively on the 20th of August as part of our commitment to a complete and accurate public service record.
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