Service Incident February 24th 2016

22:11 UTC | 14:11 PT
The performance issues with Voice and Help Center for some US data center customers have stabilized.

21:04 UTC | 13:04 PT
Mitigation efforts are underway for performance issues with Voice and Help Center impacting some US data center customers.

20:24 UTC | 12:24 PT
We are continuing to investigate Voice and Help Center performance issues for some of our US customers.


Our Voice engineering team saw a spike in dropped calls reported through internal monitoring. Later, we discovered that Help Center was also being affected. Our investigation has shown that an API latency threshold was hit, to which both Voice and HC are sensitive. This also coincided with spikes in the proxy load and may be linked back to an increase in Voice throughput. Ultimately, we concluded that the issues we experienced were due to a lack of capacity in the proxies.

Since the incident, we've made some changes to how Voice traffic is routed. It will now bypass proxies, as well as fail over should errors occur. Since rolling out these changes, we've seen less errors hitting Voice.  

In addition, we continue our capacity expansion initiatives to fully prevent latency-related errors going forward. 


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