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
