Vital - SMS delivery of invites and scheduled messages failing – Incident details

All systems operational

SMS delivery of invites and scheduled messages failing

Resolved
Partial outage
Started about 1 year agoLasted about 3 hours

Affected

SMS

Partial outage from 9:05 PM to 11:00 PM, Degraded performance from 10:17 PM to 11:00 PM, Operational from 11:00 PM to 11:41 PM

Welcome & Invite SMS Messages

Partial outage from 9:05 PM to 10:17 PM, Degraded performance from 10:17 PM to 11:00 PM, Operational from 11:00 PM to 11:41 PM

Customized Scheduled SMS Messages

Partial outage from 9:05 PM to 11:00 PM, Operational from 11:00 PM to 11:41 PM

SMS Notifications

Partial outage from 9:05 PM to 11:00 PM, Operational from 11:00 PM to 11:41 PM

Vital Inpatient

Operational from 9:05 PM to 11:41 PM

Patient Service Requests

Operational from 9:05 PM to 11:41 PM

Updates
  • Resolved
    Resolved

    This incident has been resolved. All SMS messages are being delivered without delay.

  • Monitoring
    Monitoring
    We have rolled out changes to restore deliverability of all SMS messages now, and we are monitoring the situation closely.
  • Identified
    Identified

    We have identified an issue with an upstream cloud provider causing deliverability issues for SMS messages. We have implemented a mitigation to ensure invite SMS messages are sent, and are now looking to mitigate the issue for customized scheduled SMS messages.

    We have also reported the issue to our upstream provider and will work with them to fully resolve the issue.

  • Investigating
    Investigating
    Our team is investigating an issue causing the delivery of patient invites and notifications via SMS to be delayed.