Skyvera Outage History

Started Oct 12, 2026, 08:45 PM UTC· resolved Oct 14, 2026, 03:38 AM UTC

1. investigating Oct 12, 2026, 08:45 PM UTC

   We are currently investigating an issue with the Cloudvoice portal (https://cloudvoice.kandy.io/), does not load. Users see "Kong Error".

2. monitoring Oct 13, 2026, 08:55 AM UTC

   The issue has been identified and fixed and we are currently monitoring

3. resolved Oct 14, 2026, 03:38 AM UTC

   This incident has been confirmed resolved, the Cloudvoice portal is now loading as expected.

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Started Jul 03, 2026, 01:11 PM UTC· resolved Jul 17, 2026, 07:35 PM UTC

1. investigating Jul 03, 2026, 01:11 PM UTC

   We have received reports of call issues in the US region. We are currently investigating the issue.

2. monitoring Jul 03, 2026, 04:26 PM UTC

   We have no confirmation that there are any issues on the Kandy side, but we are monitoring the situation.

3. monitoring Jul 04, 2026, 05:32 AM UTC

   No issues on the Kandy side have been confirmed so far. Monitoring is ongoing, and we will share updates as needed.

4. monitoring Jul 04, 2026, 01:17 PM UTC

   Kandy services appear to be operating normally at this time. We are continuing to monitor the situation.

5. monitoring Jul 05, 2026, 05:02 AM UTC

   Kandy services appear to be operating normally at this time. We are continuing to monitor the situation.

6. monitoring Jul 05, 2026, 12:56 PM UTC

   We have not identified any confirmed issues with Kandy services, but our team is actively monitoring for any developments.

7. monitoring Jul 07, 2026, 09:02 AM UTC

   Kandy services appear to be operating normally at this time. We are continuing to monitor the situation.

8. monitoring Jul 08, 2026, 07:51 AM UTC

   No issues on the Kandy side have been confirmed so far. Monitoring is ongoing, and we will share updates as needed.

9. monitoring Jul 13, 2026, 03:16 AM UTC

   We have no confirmation that there are any issues on the Kandy side. We are continuing to monitor the situation.

10. monitoring Jul 14, 2026, 03:06 AM UTC

    Kandy services appear to be operating normally at this time. We are continuing to monitor the situation. If you face any issues, then kindly contact Kandy Support with the required information and we will be happy to assist.

11. monitoring Jul 17, 2026, 03:04 AM UTC

    Kandy services are operating normally at this time. We are continuing to monitor the situation.

12. resolved Jul 17, 2026, 07:35 PM UTC

    This incident has been resolved.

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Started Jun 03, 2026, 03:21 PM UTC· resolved Jun 04, 2026, 03:01 PM UTC

1. investigating Jun 03, 2026, 03:21 PM UTC

   We are currently investigating stuck orders reports impacting EU production infrastructure

2. monitoring Jun 03, 2026, 03:48 PM UTC

   A fix was implemented and the orders are reprocessing, we are monitoring for errors.

3. monitoring Jun 04, 2026, 03:41 AM UTC

   We are continuing to monitor. No issues seen currently.

4. resolved Jun 04, 2026, 03:01 PM UTC

   We have received confirmation that this issue is resolved. Please reach out if you require further assistance.

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Started May 21, 2026, 03:55 PM UTC· resolved May 22, 2026, 08:11 PM UTC

1. investigating May 21, 2026, 03:55 PM UTC

   We are investigating an issue affecting the Google Ad Manager (GAM) integration for some customers. We will provide further updates as they become available.

2. investigating May 21, 2026, 04:36 PM UTC

   We have identified the root cause of the issue and are in the proces of deploying a fix.

3. monitoring May 21, 2026, 09:47 PM UTC

   The fix has been deployed to all environments and we have seen no further issues post deployment. We are actively monitoring.

4. monitoring May 22, 2026, 10:28 AM UTC

   Monitoring continues.

5. resolved May 22, 2026, 08:11 PM UTC

   This incident has been resolved.

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Started May 19, 2026, 07:51 AM UTC· resolved May 20, 2026, 07:13 AM UTC

1. identified May 19, 2026, 07:51 AM UTC

   We are currently monitoring a provider-reported fiber cable damage impacting Kandy US Call Services. The provider has advised that an 864 fiber cable was partially cut and is part of a near fully utilized system. Emergency maintenance is required to complete repairs. Field teams have secured the required materials and are preparing to excavate and replace approximately 3,000 feet of cable. Restoration activities are currently pending completion of the customer impact notification process. Once notifications are completed, the provider has indicated that a waiting period of approximately one hour will be observed before excavation and repair work can begin. At this time, an estimated time of restoration (ETR) is not yet available. We will continue to monitor the situation closely and provide further updates as more information becomes available.

2. identified May 19, 2026, 09:43 AM UTC

   The provider has confirmed that customer notifications for the emergency maintenance was sent and restoration activities have now commenced. Repair operations began at 07:41 hrs UTC with field teams actively engaged onsite in executing the restoration work. We will continue to closely monitor progress and provide timely updates as further information becomes available.

3. identified May 19, 2026, 11:48 AM UTC

   The provider has scheduled an emergency maintenance, which is currently ongoing with a planned end date: 19 May at 20:00 UTC. We will keep monitoring the service status and provide the latest updates when possible.

4. resolved May 20, 2026, 07:13 AM UTC

   On May 19th at 9:40 UTC, there was a dark fiber disturbance in the CU metro area, affecting Metro Connect and Equinix Fabric customers. This incident resulted in a loss of redundancy for protected services and outages for unprotected services. The issue was resolved by the provider. The services were fully restored by May 19 at 09:48 UTC. As of now, the service is stable.

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Started May 12, 2026, 09:59 PM UTC· resolved May 19, 2026, 01:08 AM UTC

1. investigating May 12, 2026, 09:59 PM UTC

   We are aware of an issue affecting inbound calls in the UAE region for Kandy and we are currently investigating.

2. monitoring May 13, 2026, 04:57 AM UTC

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

3. monitoring May 13, 2026, 09:17 PM UTC

   We continue to monitor the fix, and we are also working on a permanent fix to prevent future issues.

4. monitoring May 14, 2026, 09:13 PM UTC

   Calls remain stable and we continue to monitor. Please reach out via a support ticket if you observe any further issues.

5. monitoring May 15, 2026, 03:37 AM UTC

   No new issues reported. We are continuing to monitor.

6. monitoring May 18, 2026, 04:05 AM UTC

   We are continuing to monitor the service for another 24 hours. No new issues have been reported since the fix was applied.

7. monitoring May 18, 2026, 10:12 AM UTC

   We are continuing to monitor the service. No new issues have been reported since the fix was applied.

8. monitoring May 18, 2026, 10:19 AM UTC

   We are continuing to monitor the service. No new issues have been reported since the fix was applied.

9. resolved May 19, 2026, 01:08 AM UTC

   The incident affecting inbound calls in the UAE region for Kandy has been resolved. Services remain stable, and monitoring has been completed with no further issues reported.

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Started May 07, 2026, 02:25 PM UTC· resolved May 11, 2026, 01:39 AM UTC

1. investigating May 07, 2026, 02:25 PM UTC

   We are currently investigating an issue that's causing KBS Portal to be unreachable. our infrastructure team is working on this with top priority.

2. monitoring May 07, 2026, 04:36 PM UTC

   The infrastructure applied a fix and the portal is working for now. We are monitoring the situation.

3. monitoring May 08, 2026, 02:51 AM UTC

   We are continuing to monitor for any further issues.

4. resolved May 11, 2026, 01:39 AM UTC

   This incident has been resolved

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Started May 05, 2026, 08:05 AM UTC· resolved May 05, 2026, 03:44 PM UTC

1. monitoring May 05, 2026, 08:05 AM UTC

   We are aware of an upstream provider issue affecting part of the underlying infrastructure. At this time, we are not observing any impact to our services due to built-in redundancy. We are continuing to monitor the situation and will provide updates if anything changes

2. resolved May 05, 2026, 03:44 PM UTC

   Resolution: The dark fiber service was restored at 06:07 UTC following completion of provider maintenance. The service is stable and operating normally since then.

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Started Apr 23, 2026, 07:41 PM UTC· resolved Apr 24, 2026, 07:07 PM UTC

1. investigating Apr 23, 2026, 07:41 PM UTC

   Old recordings are not accessible, and new ones are not being recorded in the UAE. We are investigating the issue.

2. monitoring Apr 23, 2026, 11:22 PM UTC

   The issue with call recordings has been resolved and new recordings are functioning correctly. We will continue to monitor this.

3. resolved Apr 24, 2026, 07:07 PM UTC

   The incident has been resolved

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Started Apr 22, 2026, 07:08 AM UTC· resolved Apr 23, 2026, 01:48 AM UTC

1. identified Apr 22, 2026, 07:08 AM UTC

   We have received reports of BGP connectivity issues. We have since identified the cause and confirmed with Equinix SMC that a fiber cut has been identified along Technology Drive, Culpeper, impacting the dark fiber link between DC14 and CU2. This incident is impacting the dark fiber link between DC14 and CU2 and has resulted in a BGP peer outage for affected customers. Technicians are currently onsite performing restoration work. An estimated time to repair (ETR) is not yet available. We will provide another update as soon as more information becomes available.

2. identified Apr 22, 2026, 08:03 AM UTC

   Following updates from the dark fiber provider, their onsite technicians have begun pulling fiber in preparation for the re‑splicing work. Unfortunately, no estimated time to restore (ETR) has been provided at this time. They will provide another update once the re‑splicing activity has commenced.

3. monitoring Apr 22, 2026, 10:19 AM UTC

   The cable cut has been fixed, and we are now monitoring for Stability.

4. resolved Apr 23, 2026, 01:48 AM UTC

   The fiber cut impacting the dark fiber link between DC14 and CU2 has been fully resolved. Connectivity has been restored, and services are now operating normally.

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Started Apr 12, 2026, 02:29 PM UTC· resolved Apr 12, 2026, 02:29 PM UTC

1. resolved Apr 12, 2026, 02:29 PM UTC

   We identified an issue affecting a portion of CloudTalk users who were unable to log in due to a Keycloak connectivity problem. The issue has been resolved as of 14:00 UTC, and login functionality has been fully restored.

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Started Apr 09, 2026, 11:43 AM UTC· resolved Apr 10, 2026, 12:49 PM UTC

1. investigating Apr 09, 2026, 11:43 AM UTC

   We are currently investigating an issue affecting users in the UAE region, where login and connection attempts may fail across multiple platforms.

2. investigating Apr 09, 2026, 11:44 AM UTC

   We are continuing to investigate this issue.

3. monitoring Apr 09, 2026, 12:07 PM UTC

   The issue affecting login and connection attempts in the UAE region for Kandy has been mitigated, and services are now recovering. We are currently monitoring the system to ensure stability and full resolution.

4. resolved Apr 10, 2026, 12:49 PM UTC

   The issue affecting login and connection attempts in the UAE region for Kandy has been fully resolved. Services have stabilized, and users should now be able to log in and connect normally across impacted platforms.

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Started Mar 06, 2026, 04:17 PM UTC· resolved Mar 09, 2026, 10:36 PM UTC

1. investigating Mar 06, 2026, 04:17 PM UTC

   We are currently investigating the issue of EU Digital Fulfilment not processing messages.

2. monitoring Mar 06, 2026, 04:47 PM UTC

   We believe the issue has been resolved. We continue monitoring the situation.

3. monitoring Mar 09, 2026, 03:40 AM UTC

   The issue has not been reported again. We are continuing to monitor this.

4. resolved Mar 09, 2026, 10:36 PM UTC

   We have received no further reports of this issue and testing on our end indicates that this is resolved.

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Started Jan 19, 2026, 09:39 AM UTC· resolved Jan 21, 2026, 02:32 AM UTC

1. investigating Jan 19, 2026, 09:39 AM UTC

   We are currently investigating an issue that is impacting mainly e-commerce for both EU & APAC Regions. we are working on this with top priority

2. monitoring Jan 19, 2026, 05:03 PM UTC

   Our team has identified and implemented a fix that we believe fixed the issue. We are monitoring the logs.

3. monitoring Jan 20, 2026, 03:38 AM UTC

   No issues have been reported related to this. We are continuing to monitor this.

4. resolved Jan 21, 2026, 02:32 AM UTC

   This incident has been resolved.

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Started Nov 13, 2025, 06:39 PM UTC· resolved Nov 14, 2025, 03:10 PM UTC

1. investigating Nov 13, 2025, 06:39 PM UTC

   We are currently investigating errors with fullfillment returning 404 errors

2. monitoring Nov 13, 2025, 08:59 PM UTC

   A fix has been implemented to address failures to refresh OAuth2 credentials, and we are monitoring the results

3. monitoring Nov 14, 2025, 10:27 AM UTC

   We are continuing to monitor the situation and have confirmed that we have not seen the recent errors for the last two hours. Thank you for your continued patience as we work towards a resolution.

4. monitoring Nov 14, 2025, 10:30 AM UTC

   We are continuing to monitor the situation and have seen no further errors occurring.

5. resolved Nov 14, 2025, 03:10 PM UTC

   Our investigation has determined that the "(404) Not Found" errors are originating from Google Ad Manager (GAM). This indicates an issue on Google's side and is not related to the CloudSense platform. The incident can be tracked via Google’s official status page: https://ads.google.com/status/publisher/incidents/UjDUDxUnwHJUAZfvRJUL

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Started Nov 06, 2025, 07:35 AM UTC· resolved Nov 06, 2025, 10:04 AM UTC

1. investigating Nov 06, 2025, 07:35 AM UTC

   We have identified an issue with the Mobilogy License Server, causing license installation failures and impacting customer device operations. Our teams are working on this with highest priority.

2. resolved Nov 06, 2025, 10:04 AM UTC

   The issue affecting the license server has been resolved, and service should be back to normal. Please reach out to Customer Support for any other requests.

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Started Nov 04, 2025, 11:38 AM UTC· resolved Nov 04, 2025, 12:16 PM UTC

1. identified Nov 04, 2025, 11:38 AM UTC

   We have identified an issue with our PPR service and our infrastructure team is working on this with highest priority.

2. monitoring Nov 04, 2025, 12:16 PM UTC

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

3. resolved Nov 04, 2025, 12:16 PM UTC

   This incident has been resolved.

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Started Oct 20, 2025, 11:36 AM UTC· resolved Oct 20, 2025, 11:12 PM UTC

1. identified Oct 20, 2025, 11:36 AM UTC

   AWS has confirmed increased error rates and latencies affecting multiple services in the US-EAST-1 region. The incident is currently classified as "Degraded" by AWS. You may experience slowness, timeouts, or trouble accessing some parts of platform and services. We're closely monitoring the situation and will keep you updated as AWS provides more information.

2. identified Oct 20, 2025, 01:43 PM UTC

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

3. resolved Oct 20, 2025, 11:12 PM UTC

   AWS has confirmed that the outage in the US-EAST-1 region has now been resolved, and all services are operational.

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Started Oct 07, 2025, 10:58 AM UTC· resolved Oct 07, 2025, 02:41 PM UTC

1. investigating Oct 07, 2025, 10:58 AM UTC

   We have identified an issue which prevents perform MACD and save orders in E2E process affecting the EU region. We are investigating the issue.

2. monitoring Oct 07, 2025, 11:09 AM UTC

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

3. identified Oct 07, 2025, 01:12 PM UTC

   We have received additional reports that the issue is recurring, and we have identified the issue. some of our customers in the APAC and EU may face trouble performing MACD and save orders.

4. resolved Oct 07, 2025, 02:41 PM UTC

   Dear Customers, this has been resolved. Thank you for your patience.

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Started Sep 22, 2025, 03:14 PM UTC· resolved Sep 24, 2025, 02:10 PM UTC

1. investigating Sep 22, 2025, 03:14 PM UTC

   We are currently investigating an issue causing Pricing Service unavailability. Our team is working to identify the root cause and restore service.

2. monitoring Sep 22, 2025, 04:46 PM UTC

   A fix has been implemented, and the Pricing Service is now operational. We are currently monitoring the system to ensure stability and full recovery.

3. monitoring Sep 22, 2025, 04:47 PM UTC

   We are continuing to monitor for any further issues.

4. resolved Sep 24, 2025, 02:10 PM UTC

   This incident has been resolved.

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Started Sep 08, 2025, 10:23 AM UTC· resolved Sep 08, 2025, 12:12 PM UTC

1. identified Sep 08, 2025, 10:23 AM UTC

   We have identified an issue that is affecting sandbox instances causing orders and baskets to not generate on Salesforce. Our teams are working on this with high priority.

2. resolved Sep 08, 2025, 12:12 PM UTC

   Our infrastructure team has fixed the issue, if you encounter any further issues, please reach out to the support team

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Started Aug 05, 2025, 03:32 PM UTC· resolved Aug 06, 2025, 03:14 AM UTC

1. investigating Aug 05, 2025, 03:32 PM UTC

   We are investigating an issue with an expired certificate affecting PPR and other services for EU customers.

2. identified Aug 05, 2025, 04:27 PM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Aug 05, 2025, 04:36 PM UTC

   A fix was implemented and we are monitoring the details

4. resolved Aug 06, 2025, 03:14 AM UTC

   This incident has been resolved

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Started Jul 17, 2025, 01:37 AM UTC· resolved Jul 23, 2025, 03:48 PM UTC

1. investigating Jul 17, 2025, 01:37 AM UTC

   We're investigating an issue with DNS resolution for cloudsense.com following a name server misconfiguration. Some users may see errors or failures when generating or loading data.

2. investigating Jul 17, 2025, 04:26 AM UTC

   We would like to update you that our teams are continuing to actively investigate this issue related to the DNS resolution.

3. investigating Jul 17, 2025, 05:57 AM UTC

   Our teams are diligently looking into the DNS resolution issue. We appreciate your patience as we work towards a solution.

4. investigating Jul 17, 2025, 07:16 AM UTC

   DNS propagation is still in progress . We recommend adding Google’s DNS server 8.8.8.8 as a secondary resolver in your network or system settings to help mitigate resolution issues while global DNS propagation completes. This is a temporary workaround and can be removed once propagation stabilizes.

5. investigating Jul 17, 2025, 07:16 AM UTC

   DNS propagation is still in progress . We recommend adding Google’s DNS server 8.8.8.8 as a secondary resolver in your network or system settings to help mitigate resolution issues while global DNS propagation completes. This is a temporary workaround and can be removed once propagation stabilizes.

6. identified Jul 17, 2025, 09:42 AM UTC

   We have determined that the issue is related to the Dispatcher URL. A temporary workaround has been identified and is currently available while we continue working on a full resolution.

7. monitoring Jul 17, 2025, 11:17 AM UTC

   Fixes are being implemented and we are monitoring the results.

8. monitoring Jul 17, 2025, 11:29 AM UTC

   We are continuing to monitor for any further issues.

9. monitoring Jul 17, 2025, 02:40 PM UTC

   As a workaround for the reported issue, we have drafted a detailed article to help you, in case you are affected by this issue. Please review the enclosed article for the full context of the situation, as well as the workaround to be applied: https://cloudsense.kayako.com/article/128098-temporary-endpoint-update-required-due-to-dns-resolution-issue We appreciate your patience and understanding!

10. resolved Jul 23, 2025, 03:48 PM UTC

    We’re pleased to confirm that the previously reported issue has now been fully resolved. DNS resolution is functioning as expected, and all related systems are operating normally. We appreciate your patience and understanding while we worked to resolve this, and we’re here if you have any further questions or concerns.

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Started May 07, 2025, 04:33 AM UTC· resolved May 07, 2025, 05:48 AM UTC

1. investigating May 07, 2025, 04:33 AM UTC

   We are aware of an issue which is affecting the saving of baskets. Our team is actively investigating this.

2. monitoring May 07, 2025, 04:50 AM UTC

   A fix has been implemented for this issue and we are monitoring this currently.

3. resolved May 07, 2025, 05:48 AM UTC

   This incident has been resolved.

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Started Apr 22, 2025, 03:59 PM UTC· resolved Apr 25, 2025, 03:12 AM UTC

1. investigating Apr 22, 2025, 03:59 PM UTC

   We have identified an issue with Digital Fulfillment messages in the EU region, resulting in 504 messages. We are currently investigating and will provide further details as they become available.

2. monitoring Apr 22, 2025, 05:05 PM UTC

   We have implemented a fix and are monitoring the situation. We expect errors to no longer occur; however, reach out to Customer Support if you still experience problems.

3. resolved Apr 25, 2025, 03:12 AM UTC

   This incident has been resolved

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