Service Incident - February 11th, 2021 - Talk EU and UK Inbound call issue

SUMMARY

11:25 UTC | 03:25 PT
The incident retrospective for the issue with inbound calls to numbers in Norway, UK, France, Slovenia and Hungary will be available at the below link.

10:49 UTC | 02:49 PT
We are happy to report that the issue for inbound calls to numbers in Norway, UK, France, Slovenia and Hungary has now been resolved. Please reach out if you do not see improvements.

10:27 UTC | 02:27 PT
We are aware of some customers experiencing an issue with inbound calls for numbers based in Norway, UK, France, Slovenia and Hungary. We believe this to be an issue with our Talk provider but will provide updates.

POST-MORTEM

On February 11, 2021 at 9:03 UTC, our Talk provider experienced an outage to a subset of their EU and UK numbers. As a result, local and international calls made to a subset of their EU and UK numbers were failing. The incident lasted for 46 minutes and impacted 10% of calls to EU and UK their numbers. Our Talk Provider's Phone Number Provider experienced a software failure in one of their signaling nodes carrying EU and UK voice traffic, due to an overflow in the capacity configured for voice transactions. The incident was resolved once our Talk provider's Phone Number Provider, with the guidance of their Voice Platform Provider switched the traffic manually in their signaling node from their main to the backup system. In order to prevent this from happening again in the future, our Talk Provider's Phone Number provider will substantially increased the capacity for voice transactions and build an auto-failover configuration in their voice platform to switch traffic to their backup system once the transaction resources reach the limit.

FOR MORE INFORMATION

For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us.