Past Incidents

INCIDENT REPORT

At 1:06 PM on the 4th of May 23, one of our cached internal routing tables got corrupted. These tables are used to decide to which internal platform a number must be routed towards. The event was immediately identified by our monitoring systems, triggering alerts toward our IT team.

This resulted that part of our DIDs* were no longer reachable. The first impact was felt at 1:10 PM.

We instantly took measures to mitigate this issue.

By 1:38 PM, 90% of the impacted services were already going through the alternate table, located into a separate datacenter.

As a corrective action, we replaced the routing tables with a stronger version, and improved the recovery procedure in case of such issue. Not all platforms were impacted*. During the timeframe, the problem became less impacting throughout the resolution.

We are confident our resolution is profound and future-proof.

*Our major “V2” VoIP platform was not impacted.

UPDATE - 1.45 PM

Service back to normal. Technical investigation on going.

May you have any remaining issue after 1.45 PM today, please contact us : support@sewan.be

UPDATE - 1.38 PM

Service back to normal by 90%.

UPDATE - 1.31 PM

Restoration in progress. ETA : 1.45 PM

UPDATE - 1.26 PM

Redis issue identify. On our way for fixing.

More info will follow.

Beginning: 04.05.2023 – 1.10 PM

Ending: 04.05.2023 – 1.45 PM

Impact: inbound fixed telephony impacted

Dear customer, dear partner,

We are experiencing a problem on our inbound calls.

Outbound calls are not impacted.

Technical team is on it. More info will follow.

Best regards;

SEWAN technical team

Beginning: 27.04.2023 – 2.00 PM Ending: 28.04.2023– 11.40 AM

Impact: license order issue

Dear customer, dear partner,

Since yesterday we have difficulties displaying or ordering Microsoft licenses through Sophia. We confirm that there is no impact on existing licenses. Our engineers solved the issue, all is working again.  

Sorry for the inconvenience.

...............................

Best regards;

SEWAN technical team