Spruce Health incident
[RESOLVED] Spruce inbox inaccessible; inbound calls impacted
Resolved after 3 hours 32 minutes, affecting Web App and Mobile Apps and 1 more, on March 11, 2025.
The Spruce application was inaccessible across desktop, web, iOS, and Android from 11:48 AM PT to 12:02 PM PT on March 11, 2025 due to an unexpected database issue. User Impact during this time: - The Spruce Inbox was unavailable to patients and providers - Outbound calls, SMS, video calls, and secure messages failed - Inbound calls failed with an error message to the caller. Most call events were delivered to the Inbox with a 10-15 minute delay, but a few were not and are being manually addressed - Inbound SMS and faxes were delayed by a 10-15 minutes We are working with our cloud infrastructure provider to determine the root cause of the database issue and exploring ways to prevent similar incidents in the future.
Affected components
Update timeline
- investigating Mar 11, 2025, 07:00 PM UTC
We are investigating an issue with unavailability of the Spruce platform
- monitoring Mar 11, 2025, 07:18 PM UTC
The platform has recovered and we are continuing to monitor.
- resolved Mar 11, 2025, 10:20 PM UTC
The Spruce application was inaccessible across desktop, web, iOS, and Android from 11:48 AM PT to 12:02 PM PT on March 11, 2025 due to an unexpected database issue. User Impact during this time: - The Spruce Inbox was unavailable to patients and providers - Outbound calls, SMS, video calls, and secure messages failed - Inbound calls failed with an error message to the caller. Most call events were delivered to the Inbox with a 10-15 minute delay, but a few were not and are being manually addressed - Inbound SMS and faxes were delayed by a 10-15 minutes We are working with our cloud infrastructure provider to determine the root cause of the database issue and exploring ways to prevent similar incidents in the future.
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