Time: April 7, 2022, 4:15 p.m.

Status: Resolved

Update: The incident has been resolved. If you would like any further information about our investigation or experience any new issues, please reach out to our Support Team at [email protected]

Time: April 7, 2022, 3:32 p.m.

Status: Monitoring

Update: We believe the issue is now resolved, We have performed multiple tests and cannot reproduce the fault. We would suggest that all impacted Customers perform their own testing and report any new issues to [email protected]. Thank you again for your patience and cooperation! We will continue to monitor this issue and provide further updates accordingly.

Time: April 7, 2022, 3:02 p.m.

Status: Investigating

Update: We are continuing to investigate this issue.

Time: April 7, 2022, 3:01 p.m.

Status: Investigating

Update: We are currently investigating an incident regarding one way audio on calls to LUCT EMEA via external devices. Please note our internal support lines are also impacted and if you're trying to call us via an external device, we may not be able to hear you. Please know that our teams are working hard to get everything up and running. We will provide more information as soon as it is available.

Time: May 5, 2022, 7:35 a.m.

Status: Resolved

Update: The LoopUp Network Operations Security Team have completed all of their assessments and has confirmed that there has been no impact. Our security and monitoring systems are already configured to mitigate these types of threats. If you have any questions, please contact our Support Team at [email protected].

Time: March 25, 2022, 9:51 a.m.

Status: Monitoring

Update: Date: 25th March 2022 The LoopUp Network Operations Security Team are confident that our security & threat management systems will mitigate this threat, but as per our security management process, we have completed the following actions: - Additional proactive scans of our infrastructure & systems. No issues were identified - An assessment of our suppliers. No issues were identified - A detailed assessment of the recommendations provided by Microsoft & our security system providers. We are already following best practices and there are no further actions for us to take Further information can be found on the Microsoft Security pages: https://www.microsoft.com/security/blog/2022/03/22/dev-0537-criminal-actor-targeting-organizations-for-data-exfiltration-and-destruction/ If you have any questions, please contact our Support Team at [email protected].

Time: March 23, 2022, 1:58 p.m.

Status: Monitoring

Update: We have been made aware of the DEV-0537 (LAPUS$) threat notification, from Microsoft. The LoopUp Network Operations Security Team are confident that our security & threat management systems will mitigate this threat, but as per our security management process, we have initiated the following actions: - An additional proactive scan of our infrastructure & systems has been completed. No issues have been identified. - We are completing a detailed assessment (& implementation where required) of the recommendations provided by Microsoft & our security system providers. Further information can be found on the Microsoft Security pages: https://www.microsoft.com/security/blog/2022/03/22/dev-0537-criminal-actor-targeting-organizations-for-data-exfiltration-and-destruction/ If you have any questions, please contact our Support Team at [email protected].

Time: March 17, 2022, 3:09 p.m.

Status: Resolved

Update: Our Teams have been monitoring this issue and have marked it as resolved as of 11:30 UTC on Thursday 17th March 2022. If you would like any further information about our investigation or experience any new issues, please reach out to our Support Team at [email protected].

Time: March 17, 2022, 11:35 a.m.

Status: Monitoring

Update: As of 11:30 UTC and following an update from our carriers, we believe that this secondary issue has been resolved. We would suggest that all impacted Customers perform their own testing and report any new issues to [email protected]. Thank you again for your patience and cooperation! We will continue to monitor this issue and provide further updates as relevant.

Time: March 17, 2022, 9:13 a.m.

Status: Monitoring

Update: After reviewing all traffic with the affected carrier, our Network Operations and Voice Engineering Teams have confirmed that a small subset of users may be experiencing one-way audio on their inbound calls, where-in external parties placing inbound calls will be able to transmit no audio. This would also impact the caller's ability to interact with IVR menus, as they will be unable to transmit DTMF. Our carriers are investigating this issue as a priority and we will continue to post updates, as we receive them. The LoopUp Support Team are available 24/7 at [email protected].

Time: March 16, 2022, 5:55 p.m.

Status: Monitoring

Update: As of 17:25 UTC, our carriers have confirmed that their re-route and all subsequent testing has been completed successfully. The LoopUp Voice Engineering Team are unable to reproduce the reported issue in any of our testing scenarios and, as such, we believe that this workaround has successfully resolved the issue. We would suggest that all impacted Customers perform their own testing and report any new issues to [email protected]. Thank you again for your patience and cooperation! We will continue to monitor this issue and provide further updates as relevant.

Time: March 16, 2022, 5:25 p.m.

Status: Identified

Update: Our carriers have now identified the root cause of this issue and are in the process of re-routing the affected traffic. Once this has been completed, they will complete testing to confirm that their re-routes have successfully resolved the issue and restored service. We will continue to post updates, as we receive them. The LoopUp Support Team are available 24/7 at [email protected].

Time: March 16, 2022, 3:50 p.m.

Status: Identified

Update: Our carriers are still investigating this issue as a priority and we will continue to post updates, as we receive them. The LoopUp Support Team are available 24/7 at [email protected].

Time: March 16, 2022, 2:48 p.m.

Status: Identified

Update: We have identified an issue impacting a subset of Cloud Telephony Users. When an inbound call is placed to a Teams DDI with a specific carrier, calls may connect with no audio and/or unexpectedly drop at a 30-second duration. We’re aware of the issue and it has been escalated to the relevant carriers with a high priority. All of our testing would suggest that outbound calls are not impacted. Please know that our teams are working hard to get everything up and running. We will provide more information as soon as it is available. We're sorry to be holding you up today. Our Support Team are available 24/7 at [email protected].

Time: Feb. 24, 2022, 2:26 p.m.

Status: Resolved

Update: Our Network Operations Team have confirmed that this issue has now been completely resolved. If you experience any new issues whilst connecting to these dial-in numbers, please reach out to our Event Support Team at [email protected], or by phone: UK: +44 (0) 20 3006 5109 / US: +1 (888) 201-7707.

Time: Feb. 24, 2022, 8:25 a.m.

Status: Monitoring

Update: As of 08:19 GMT, the impacted dial-in numbers are operational and successfully connecting in all of our test scenarios. Our Network Operations Team are currently monitoring this issue. If you experience any new issues whilst connecting to these dial-in numbers, please reach out to our Event Support Team at [email protected], or by phone: UK: +44 (0) 20 3006 5109 / US: +1 (888) 201-7707.

Time: Feb. 23, 2022, 2:35 p.m.

Status: Identified

Update: We are currently investigating an issue impacting LoopUp Operator Assisted Events in the US. Attendees may experience issues connecting to their calls when using US Toll/Local dial-in numbers provided by a specific carrier. We’re aware of the issue and are working on it urgently. This issue is impacting a small and specific subset of US dial-in numbers, only. If you would like any help locating an alternative dial-in number, please contact our Event Support Team. Our Network Operations Team are working hard to get everything up and running. We will provide more information as soon as it is available. We're sorry to be holding you up today. Our Event Support Team are available at [email protected], or by phone: UK: +44 (0) 20 3006 5109 / US: +1 (888) 201-7707.

Time: March 18, 2022, 8:46 a.m.

Status: Resolved

Update: Our Teams are still working with relevant carriers to ensure the impacted remote meetings dial-in numbers are reinstated. We have made some changes to ensure that the affected numbers are not available for users when creating an invite on LoopUp platforms. Users and meeting attendees are advised to continue to use alternative methods to join their meetings. If you have any questions at all, our Support Team are available 24/7 at [email protected].

Time: Feb. 16, 2022, 9:37 a.m.

Status: Monitoring

Update: We are currently monitoring an issue impacting LoopUp Remote Meetings. Attendees who connect to their conferences using toll/local dial-in numbers for Norway may hear a voice prompt to notify them that "the number you have dialled is not in use", due to an in-country regulatory issue. Affected users can: - Dial-In using an alternative number (E.G Norway toll-free) - Place a call from LoopUp to their own device (See: https://support.loopup.com/s/article/joining-a-loopup-meeting-as-a-guest) If you have any questions at all, our Support Team are available 24/7 at [email protected].