Past Incidents

Beginning: 20.02.2021 – 11.00 PM

Ending: 21.02.2021 – 2.00 AM

Internal ref: DTCAB-1664

Impact: Specific inbound calls on V1/V2 may fail

Dear customer, dear partner,

Please note that our technical team will perform a maintenance during the night of the 20.02.2021 from 11.00 PM to 2.00 AM the next day on part of our NAS systems in Brussels data center.

This operation follows the technical incident we experienced on 11.02.2021. It mainly consists in testing and reinforce the failover of our active/passive NAS mechanism, and verify after the failover that the volumes are up and that the NFS setups are correctly done on all the other machines.

During this timeframe, there is a risk that inbound calls using IVRs, welcome music/prompts or recordings may fail on V1 and V2. Our team is doing its upmost best to reduce the potential impacts, which will not be longer that 30 consecutive minutes.

No intervention is needed from your side.  

Best regards;

SEWAN Technical Team

********* UPDATE *********

Dear customer dear partner,

Following our notification below, we confirm that the situation is now under control.

The source has been indentified on the replication process on our NAS cluster, which put the filesystem offline.

This resulted in anytime V2 needed to playback or record an audio file, the call would failed.

Our technical team is currently analysisng the measures to be taken in order to avoid such problem to occure in the future.

Beginning: 11.02.2021 – 11.35 AM

Ending: 11.02.2021 – 1.34 PM

Impact: V2 partially disrupted

Dear customer dear partner,

Since 11.35 AM today, we experience partial disturbances on our VoIP service on our V2 (portal.sewan.be)

Our technical team is actually identifying the problem. We will shortly update you on the resolution time.

Please accept all our apologize for the inconvenience.

Sewan Technical Team

****** UPDATE 08.02.2021 - 11.29AM ******

Zendesk confirms the situation is back to normal

Beginning: 08.02.2021 – 10.30 AM

Ending: 08.02.2021 – 11.29 AM

Impact: Ticketing system unreachable

Dear customer, dear partner,

Since 10.30AM this morning, our ticketing system provider (Zendesk) is eperiencing outage on their platform. Therefore, we are currently not capable of treating your tickets.

We are expecting the situation to be back to normal in the next coming hour.

May you need any urgent action from our team, please call us on +32 2 240 19 79

Best regards;

SEWAN technical team