Time: April 13, 2023, 2:07 p.m.

Status: Resolved

Update: Repairs have completed and our platform is back up to standard functionality. We appreciate your patience as we worked urgently to resolve this issue and we apologize for any impact this may have had.

Time: April 13, 2023, 4:24 a.m.

Status: Monitoring

Update: Multiple servers experienced a disruption in functionality today, resulting in agents being unable to connect and operate at full capacity. Our development team is presently working to restore the system's functionality, and while some progress has been made, some features such as agent monitoring are still not fully restored, and the system is operating at a slower pace than usual.

Time: April 12, 2023, 9:05 p.m.

Status: Identified

Update: Work is ongoing to repair this issue and bring our systems back up to full functionality.

Time: April 12, 2023, 8:28 p.m.

Status: Identified

Update: At 12:50 PM PST we identified an infrastructure issue affecting our customers. This may present as trouble loading pages and Internal Server Errors. This issue is our utmost priority and we are urgently working on a resolution.

Time: March 29, 2023, 9:31 p.m.

Status: Resolved

Update: At this time this issue is now resolved. Some customers may still experience minor cases of this, particularly with voicemail emails. We ae aware of this and are working towards a resolution for those specific cases.

Time: March 14, 2023, 4:08 p.m.

Status: Monitoring

Update: We implemented a fix for this issue and System Automated emails should be sent as normal once again. We are monitoring to verify this is resolved across all 4 affected areas (password resets, FTP notifications, lead drip notifications, and voicemail notifications).

Time: March 13, 2023, 3:29 p.m.

Status: Identified

Update: We are continuing to work on a fix for this issue. Please note no other areas are impacted by this and all vital platform functionality remains fully operational (dialer, reporting, etc).

Time: March 13, 2023, 3:28 p.m.

Status: Identified

Update: We are currently experiencing an interruption in our System Automated emails. This affects password resets, FTP notifications, lead drip notifications, and voicemail notifications. We have identified this issue and are urgently working on a resolution. For user password resets, please reach out to your account administrators to have them assist with resetting your password. For admins, please reach out to our support team if needed for assistance, we can assist with a password reset.

Time: Feb. 15, 2023, 11:57 p.m.

Status: Postmortem

Update: On Friday, 2023-2-10 at 7:30 AM PST, we began receiving reports of static on calls from our customers.   Our entire backend team immediately began looking into the issue at the highest priority. Due to the audio issues not being present on Convoso recordings, and based on additional internal testing, it was determined to be caused by a network issue outside our control with a major backbone call Carrier.   We immediately opened a ticket with this Carrier and have been working with them ongoing to verify that this issue has subsided. They are also implementing more detailed monitoring for us to prevent issues such as this in the future, and to alert us sooner when they detect any trouble.   Convoso remains committed to providing a high-quality, reliable experience. Unfortunately, this issue was outside our control but we are taking all necessary steps to mitigate such issues in the future.

Time: Feb. 11, 2023, 1:30 a.m.

Status: Resolved

Update: We are pleased to announce that the problem causing server errors with delays and resulting in degraded call quality (static) for customers has been successfully resolved.

Time: Feb. 10, 2023, 9:31 p.m.

Status: Identified

Update: This has been identified as an issue affecting one of our Carriers. We are actively working with them to resolve this issue. Once again we apologize for the disruption.

Time: Feb. 10, 2023, 5:53 p.m.

Status: Investigating

Update: We are currently investigating reports of static when making calls on our Platform. Call recordings appear unaffected; we are working with our carriers to resolve this issue as quickly as possible. We apologize for the disruption.

Time: Dec. 2, 2022, 12:43 a.m.

Status: Postmortem

Update: **On Tuesday, 11-30-2022, at 2 AM PST**, our teams detected an issue with lead insertion validation resulting in erroneous error messages concerning phone number validation. Our development and infrastructure teams mobilized to determine the root cause. We discovered an issue with the update to the table of acceptable prefixes. At 6:19 AM PST, we deployed a fix for this issue and verified users were no longer experiencing these erroneous messages. We have put in place additional checks to these updates going forward and are working with this provider to identify what occurred on their end and prevent issues such as this in the future. Convoso aims to provide a reliable service experience for our customers. It is our priority to stabilize your service as soon as possible. We are genuinely sorry for any inconvenience that this may have caused you.

Time: Nov. 29, 2022, 11:50 p.m.

Status: Resolved

Update: At 6:19 AM PST our engineers deployed a fix for this issue. We have validated that the issue is now resolved. We will provide a post-mortem on this issue within 48 hours.

Time: Nov. 29, 2022, 3:39 p.m.

Status: Monitoring

Update: We discovered an issue this morning where API inserted leads may have resulted in an incorrect "Invalid Phone number" error. A fix has been implemented and this issue should no longer be occurring. We are monitoring to confirm resolution.

Time: Nov. 21, 2022, 8:20 p.m.

Status: Resolved

Update: After quickly making server adjustments to correct this issue, we confirmed that the customers on this cluster were no longer impacted.

Time: Nov. 21, 2022, 8:19 p.m.

Status: Monitoring

Update: After quickly making server adjustments to correct this issue, we confirmed that the customers on this cluster were no longer impacted.

Time: Nov. 7, 2022, 5:22 p.m.

Status: Monitoring

Update: At this time, we've downgraded this incident to No Impact. We have taken steps to mitigate/prevent the effects of the issue to our customers. We continue to work on a backend fix and will provide updates as they are available.

Time: Nov. 4, 2022, 4:04 p.m.

Status: Monitoring

Update: We continue to monitor this issue at this time. Based on our investigations, the current impact to our customers is minimal/none due to mitigation steps taken. We will provide additional updates as they are available.

Time: Nov. 3, 2022, 6:07 p.m.

Status: Monitoring

Update: We have implemented a fix and affected customers should no longer be experiencing this instability. We will continue to monitor this issue to verify full resolution.

Time: Nov. 3, 2022, 5:17 p.m.

Status: Identified

Update: We discovered an issue affecting a subset of customers on one of our clusters. Users affected by this may experience freezing and disconnects when using Convoso. We are actively working on this issue and taking steps to mitigate this issue's impact on our customers.