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.
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Best regards;
SEWAN technical team
