Synergy SKY - US Region: Capacity Issues – Incident details

All systems operational

US Region: Capacity Issues

Resolved
Major outage
Started 3 months agoLasted 18 days

Affected

CONNECT

Major outage from 4:15 PM to 5:45 PM, Operational from 5:45 PM to 4:08 PM

US Region

Major outage from 4:15 PM to 5:45 PM, Operational from 5:45 PM to 4:08 PM

Updates
  • Resolved
    Resolved
    This incident has been resolved.
  • Monitoring
    Monitoring

    We have implemented adjustments to the CONNECT capacity allocation process to better manage call intake and node distribution. Service is currently operating normally.

    We will continue monitoring system performance over the next 48 hours to confirm sustained stability before formally closing this incident.

  • Resolved
    Resolved

    We identified that certain meeting nodes were not handling call traffic effectively, which resulted in incomplete call attempts and occasional busy signals.

    This behavior was observed on February 9 and February 10 (prior to 12:00 PM ET). Synergy SKY Operations adjusted CONNECT capacity allocation to improve call distribution and handling across nodes.

  • Investigating
    Investigating

    We are actively investigating reports of incomplete calls and intermittent busy signals affecting some CONNECT meetings. Our operations team is reviewing meeting node performance and traffic distribution.