We are now seeing some inbound email interactions routing. They appear to be processing through a backlog. Realtime delivery is not yet functioning as expected. We will update this page when realtime delivery is confirmed.
Posted Jun 13, 2023 - 21:38 UTC
Identified
We are continuing to see sustained recovery for most Sharpen Q operations. Inbound email continues to be impacted. Outbound email works as expected. We will continue to work towards full recovery.
Posted Jun 13, 2023 - 21:21 UTC
Monitoring
A fix has been introduced by AWS and we're seeing initial recovery. We are validating full recovery and will post another update when we are confident all service has been restored.
Posted Jun 13, 2023 - 20:50 UTC
Update
AWS investigation continues with a confirmed root cause, but recovery is not yet established. We are continuing our pursuit of resolution with AWS.
Posted Jun 13, 2023 - 20:29 UTC
Update
A path to service restoration has been confirmed by AWS and recovery processes are underway. We continue to be in direct contact with our representatives at AWS and will update with a timeline as they provide more details.
Posted Jun 13, 2023 - 19:59 UTC
Update
AWS has confirmed that the root cause for this event has been found. Corrective measures are being discussed and we expect an ETA on service restoration shortly. More info to come.
Posted Jun 13, 2023 - 19:29 UTC
Update
AWS has confirmed an issue with at least the Lamda service. Sharpen Q operations depend on Lamda. As a result, the majority of Sharpen Q interaction related activities are subject to failure. Inbound IVR calls, ring groups, external transfers, and calls to and from Connect licensed users are not impacted by this service disruption. These functions may be used as workarounds as this investigation continues. We continue to have all necessary resources engaged and are pursuing all feasible recovery options.
Posted Jun 13, 2023 - 19:25 UTC
Identified
Agents may be experiencing several varying behaviors within Sharpen Q. We have the fault zone isolated in correlation to events within the AWS indicating a likely failure point within the AWS infrastructure. We are engaged with all necessary Sharpen and AWS resources to restore service as soon as possible.
Posted Jun 13, 2023 - 19:14 UTC
Investigating
Agents may be experiencing several varying behaviors within Sharpen Q. This behavior is currently under investigation. We'll post an update shortly on our findings.
Posted Jun 13, 2023 - 19:03 UTC
This incident affected: Isolation Zone 0 (Sharpen Q, Email) and Isolation Zone 1 (Sharpen Q, Email).