Past Incidents

Thursday 10th September 2026

[SEWAN] Technical maintenance - 10.09.2026, scheduled 5 hours ago

Beginning: 10.09.2026 – 12.00 AM

Ending: 10.09.2026– 03.00 PM

Impact: SSO access to the firewalls temporarily unavailable

Dear customer, dear partner,

Please be informed that our technical team will be performing scheduled maintenance on our Cloud Firewall infrastructure.

During the maintenance window, SSO access from Sophia to the firewalls may be temporarily unavailable for a few minutes.

No intervention is needed from your side.

Best regards;

SEWAN Technical Team

Wednesday 9th September 2026

[SEWAN] Technical maintenance - 09.09.2026, scheduled 19 hours ago

Beginning: 09.09.2026 – 10.00 PM

Ending: 10.09.2026 – 01.00 AM

Impact: Few packet loss and SSL-VPN disconnection while switchover.

Dear Customer, Dear Partner,

Please be informed that our technical team will perform maintenance on firewall cluster 8

During the two scheduled nights, you may experience brief packet loss and temporary SSL-VPN disconnections during the switchover.

No action is required on your side.

Thank you for your understanding.

Best regards;

SEWAN Technical Team

[SEWAN] Technical maintenance - 09.09.2026, scheduled 1 day ago

Beginning: 09.09.2026 – 10.30 AM

Ending: 09.09.2026– 04.00 PM

Impact: online backup

Dear customer, dear partner,

Please note that our technical team will perform maintenance on our Cloud solutions.

During the maintenance window, the Veeam Online Backup service will be temporarily unavailable.

No intervention is needed from your side.

Best regards;

SEWAN Technical Team

General communicate service [SEWAN] Unexpected disturbances - 09.09.2026

Beginning: 09.09.2026 – 04.32 PM

Ending: 09.09.2026 – 04.46 PM

Impact: inbound and outbound calls issue

Dear customer, dear partner,

We would like to inform you about a service disruption that occurred yesterday, between 4:32 pm and 4:46 pm.

The root cause of this incident was a call loop that developed on two of our Session Border Controllers (SBCs). A call loop occurs when call signaling is repeatedly routed back and forth between systems without properly terminating, causing traffic to multiply uncontrollably. In this case, the loop generated an abnormal surge in call signaling traffic, which rapidly overloaded the affected SBCs. As a result, these systems became unresponsive and triggered a temporary interruption of service.

Our technical team detected the anomaly and intervened promptly to isolate the source of the loop and stabilize the affected systems. Normal service was fully restored by 4:46 pm, limiting the total impact to approximately 14 minutes.

We understand that any service interruption can affect your operations, and we sincerely apologize for the inconvenience this may have caused. Following this incident, our team is conducting a thorough review of the call routing configuration on the affected SBCs to identify the conditions that allowed the loop to form and to implement safeguards preventing similar occurrences going forward.

Should you have any questions regarding this incident or its impact on your services, please do not hesitate to contact us. ...............................

Best regards;

SEWAN technical team

Tuesday 8th September 2026

No incidents reported

Monday 7th September 2026

[SEWAN] Technical maintenance - 07.09.2026, scheduled 2 days ago

Beginning: 07.09.2026 – 09.00 PM

Ending: 08.09.2026– 02.00 AM

Impact: Temporary degradation of voice communications

Dear customer, dear partner,

Please note that our technical team will perform maintenance on our Voip plateform.

During the maintenance window, some calls may experience temporary service degradation, including increased jitter or latency.

No intervention is needed from your side.

Best regards;

SEWAN Technical Team

Sunday 6th September 2026

No incidents reported

Saturday 5th September 2026

No incidents reported

Friday 4th September 2026

No incidents reported

Thursday 3rd September 2026

General communicate service [SEWAN] Unexpected disturbances - 03.09.2026

Beginning: 03.09.2026 – 05.45 PM

Ending: 03.09.2026 – 06.15 PM

Impact: inbound/outbound calls

Dear customer, dear partner,

On 3 September 2026, a service degradation affected part of our production infrastructure.

The primary issue occurred on node 188.66.8.22 (BRU), where an internal process entered an abnormal state, causing a significant increase in system load and the loss of active SIP registrations. As a result, some customers may have experienced temporary loss of SIP registration, delayed call setup or intermittent call failures.

The issue was caused by an internal process becoming stuck in an unhealthy state and failing to recover automatically. The resulting system load affected SIP signalling and registration handling.

The unhealthy process was cleared and services recovered at approximately 6.15 pm. System load and SIP registration handling subsequently returned to normal.

Following the incident, we are reviewing monitoring and alerting for abnormal system load, SIP registration levels and process recovery mechanisms.

We sincerely apologize for any inconvenience caused by this incident and continue to closely monitor the platform.

Best regards;

SEWAN technical team

Wednesday 2nd September 2026

No incidents reported

Tuesday 1st September 2026

No incidents reported

Monday 31st August 2026

No incidents reported

Sunday 30th August 2026

No incidents reported

Saturday 29th August 2026

No incidents reported

Friday 28th August 2026

No incidents reported

Thursday 27th August 2026

No incidents reported