Time: Nov. 13, 2024, 12:32 a.m.

Status: Resolved

Update: Our VoIP engineers are now confirming that the Portal is operational and that calls are being placed and received without any issues. Again, we apologize for the inconvenience and thank you all for your patience and understanding. If you require any further assistance, please contact our customer support team.

Time: Nov. 13, 2024, 12:19 a.m.

Status: Monitoring

Update: We have received an update from our VoIP engineers that the VoIP Portal is functional and calls are coming in. If you are still experiencing any issues, please contact the customer support team.

Time: Nov. 13, 2024, 12:13 a.m.

Status: Investigating

Update: We have received reports that some clients are unable to log into the VoIP Portal, unable to place or receive calls. Our VoIP engineers are currently investigating. We apologize for the inconvenience and thank you for your patience.

Time: Oct. 29, 2024, 1:06 p.m.

Status: Resolved

Update: The issue impacting clients’ ability to view or retrieve call recordings due to a load balancer failure affecting Oracle servers has now been fully resolved. Clients can now access call recordings through the Clarity portal without disruption Clients should now be able to view and retrieve call recordings without any issues. If any residual issues are experienced, we recommend clearing the browser cache and refreshing the Clarity portal. For further assistance, please reach out to our support team.. We apologize for any inconvenience this incident may have caused and thank you for your patience as we worked toward resolution. For any remaining questions or concerns, please contact our support team.

Time: Oct. 28, 2024, 7:47 p.m.

Status: Investigating

Update: Our VanillaSoft VoIP team continues to investigate the cause of the inability to access call recordings on Clarity. Clients continue to experience issues accessing or retrieving call recordings due to an ongoing load balancer configuration issue affecting Oracle servers. Our teams are actively working to resolve this, but as of now, there is no estimated time for resolution (ETA). Current Update: Our VanillaSoft VoIP engineering teams have been investigating the root cause associated with the load balancer failure impacting connectivity to the Oracle database servers where call recordings are stored. The issue remains unresolved as we work on restoring full service. We apologize for the ongoing inconvenience and appreciate your patience as we work to resolve this issue. Our support teams are available for further assistance. Please stay tuned for additional updates.

Time: Oct. 28, 2024, 6:34 p.m.

Status: Investigating

Update: Our VanillaSoft VoIP Team is currently investigating reports that some VanillaSoft clients are unable to view or retrieve call recordings in their Clarity Portal. This issue was identified as a result of a load balancer failure affecting the Oracle database servers where the recordings are stored. We apologize for any inconvenience caused by this disruption and appreciate your patience as we worked to restore full service functionality. For further assistance, please reach out to our VanillaSoft support team.

Time: Oct. 27, 2024, 5:34 p.m.

Status: Resolved

Update: The intermittent SMS and VM Drop deliverability issues have been resolved. It has been confirmed that these issues were caused by issues on the Oracle Cloud. We apologize for the inconvenience this outage may have caused. If any further issues arise, please contact our support team.

Time: Oct. 27, 2024, 3:23 p.m.

Status: Monitoring

Update: Our VoIP engineers have identified that there are currently intermittent issues with Oracle's systems and permission that is impacting SMS and VM Drop deliverability. SMS and VM Drop services are working; however, while Oracle is working on a resolution, you may experience some degradation of services. We will continue to actively monitor the situation. Thank you for your patience and understanding.

Time: Oct. 27, 2024, 3:01 p.m.

Status: Identified

Update: The engineers have identified the cause of the issue and are currently working on implementing a fix. SMS and VM Drops may be working intermittently while the fix is being deployed. Once again, while the team is working diligently to resolve, please use the VM Drop workaround by dialing 99 then the number of the VM message you wish to send. (1-9). Thank you for your continued patience.

Time: Oct. 27, 2024, 2:32 p.m.

Status: Investigating

Update: We continue to investigate the issues with our engineering team and partners. We are working quickly to resolve this issue. Reminder: For clients who are currently experiencing issues with VM Drop, there is a workaround. The current workaround would be to do manual VM Drop by dialing 99 then the number of the VM message you wish to send. (1-9). Thank you for your patience. Please reference the status page for more information.

Time: Oct. 27, 2024, 2:07 p.m.

Status: Investigating

Update: We are currently investigating with our VoIP engineers reports of SMS failing and VM Drops not sending. This is may be impacting some clients intermittently. For clients who are currently experiencing issues with VM Drop, there is a workaround. The current workaround would be to do manual VM Drop by dialing 99 then the number of the VM message you wish to send. (1-9). We are continuing to work with our engineers to resolve your issues. Thank you for your patience. Please reference the status page for more information.

Time: Sept. 27, 2024, 3:14 p.m.

Status: Resolved

Update: We are pleased to inform you that the outage affecting SMS/HUD/VM Drop has been resolved. We apologize for any inconvenience this outage may have caused and thank you for your patience and understanding. Should you experience any further issues, please do not hesitate to contact our support team. Thank you for your cooperation.

Time: Sept. 27, 2024, 2:39 p.m.

Status: Investigating

Update: For clients who are currently experiencing issues with VM Drop, there is a workaround. The current workaround would be to do manual VM Drop by dialing 99 then the number of the VM message you wish to send. (1-9). We are continuing to work with our engineers to resolve your issues. Thank you for your patience. Please reference the status page for more information.

Time: Sept. 27, 2024, 2:29 p.m.

Status: Investigating

Update: We are currently experiencing a partial outage affecting the following services: SMS HUD VM DROP Issue: Some of our clients are reporting that they are unable to utilize the services marked above ETA for Resolution: Our team is investigating the issue and we will provide an estimated time for resolution as soon as possible. We apologize for the inconvenience and appreciate your patience as we work to resolve this matter. Updates will be provided on our status page: https://status.vanillasoft.com/

Time: Sept. 6, 2024, 7:52 p.m.

Status: Resolved

Update: Email deliverability issues are now resolved. Please reach out to the Customer Support team should you are still experiencing issues. We thank you for your patience and apologize for any inconveniences this may have caused.

Time: Sept. 6, 2024, 2:03 p.m.

Status: Monitoring

Update: We have received reports that some of our users are experiencing delays relating to email deliverability. Our engineers have identified the issue and implemented a resolution. As the system resumes its sending capabilities, it may take some time for our email system to process through the backlog. Your patience and understanding will be greatly appreciated. Our engineers will continue to monitor emails until all emails are marked as successfully delivered. If you have any additional questions or concerns, please reach out to our Customer Support Team at 972-200-0179 option 2 or via email at [email protected]. We apologize for any inconvenience these delay may have caused.