September 26th – Outage of Web App

2:00 PM UTC. We are experiencing an outage of chat services on our web-app.

The engineering team is working on addressing this.

Mobile apps continue to work normally. Account management functions on the Web app also work normally.

We recommend customers to use our mobile apps for chat until the problem is identified and resolved.

We apologize for the inconvenience.

5:00 PM UTC. The problem with the chat service has been resolved.

One of the servers in the cluster providing the chat service was creating problems. This has been removed from the cluster.

Our engineers are working to identify the root cause.


September 6th – Outage of chat services

4:50 PM UTC. We are experiencing an outage on our chat services.

The problem has been identified due to a failure of one of our components used for archiving chat messages

The engineering team is working on addressing this.

We apologize for the inconvenience. We will post an update as soon as this issue is resolved.

5:40 PM UTC. Chat service is back up.

The problem occurred during a backup of a chat component done by the operations team to improve recovery options in case of any failures in the future. The procedure followed for the backup was not optimal and caused the component to go offline.

We have taken actions to change the backup procedure to prevent this from happening again.

We apologize for the inconvenience.


September 4th – Problem with calls connected using Voice apps

3:00 PM UTCWe are investigating reports that some incoming calls connected via our voice apps are failing. The engineering team is investigating this issue.

We will share more information about this as soon as we have any updates.

4:00 PM UTCThe issue has been resolved and incoming calls handled via voice response apps are now working.

We apologise for the inconvenience.


August 31st – Outage of chat services

1:00 PM UTC. We are experiencing an outage on our chat services.

The problem has been identified due to a failure of one of our components used for archiving chat messages

The engineering team is working on addressing this.

We apologize for the inconvenience. We will post an update as soon as this issue is resolved.

6:30 PM UTC. All services are back up now

One of the components that is used in chat archival failed. Although this component has automatic fail-over and high availability built-in, the fail-over did not work reliably in this instance for the chat service.

The engineering team will be investigate this further to identify and address the root cause.

We apologize for the inconvenience.


August 16th – Free trial numbers not assigned after sign-up

2:29 PM UTC. We have identified a problem with one of our API servers due to which free test numbers were not assigned to some of our new customers after they completed sign-up.

Based on initial investigation, the issue seems to have started on August 15th around 8:00 PM UTC.

The engineering team has restarted the server which was causing the issue and it should be resolved. We are continuing to monitor the situation.

We apologize for the inconvenience. If you have signed up but have not been assigned your free test number, please contact us and we can help you sign up for a new account.


July 1st – Problem with voice support

4:00 AM UTCOur voice support is currently unavailable due to a problem with the system we use for handling our support calls. We are still available over email.
We are working on fixing this as soon as possible.

This does not impact any of our other services.

6:00 AM UTCThe issue has been resolved and our customer support will soon be available over the phone.

We apologize for any inconvenience caused.

10:10 AM UTCUnfortunately, we are still facing intermittent issues with the system used to handle incoming calls to our customer support numbers. The issue seems to be caused by the local service provider being used to handle our calls.

We have temporarily paused our voice support till we are able to resolve these issues.

We would like to emphasize that this does not affect any of our core services such as incoming & outgoing calls, voicemails and others.

July 3rd 5:00 AM UTCWe have worked with our service provider and the issue has now been fixed.


June 10th – Issues with customer portal

6:03 AM – 7:30 AM UTCOver the weekend our systems detected a brute force attack on our customer portal. Although none of our systems were compromised, the sudden increase in invalid login requests caused issues for some of our customers.

To ensure this doesn’t happen again, today morning we added an additional layer of security – a web application firewall – to our customer portal.

This firewall was added in addition to the firewall and security functions we already have in place to protect our servers against similar attacks.

However, the new firewall caused unexpected problems when signing in to customer accounts. We have disabled the additional firewall added today and the issues have now been resolved.

We sincerely apologize for the inconvenience this may have caused.

If you have any questions, please feel free to get in touch with us.


June 8th – DDoS attack on our service

June 8th 10:45 PM UTC – June 9th 5:08 AM UTCSome time back our systems detected an attack on our customer portal where hundreds of failed attempts were being made to sign in every minute.

We have no reason to believe that there has been any breach of our data.

The failed sign-in attempts are using invalid email address and password combinations. Unfortunately, since our systems received an overwhelming amount of invalid authentication requests every minute this caused intermittent issues with signing in to the customer portal as well as placing Call back or Call Thru calls using our mobile apps.

Our technical team has deployed security measures to mitigate this attack.

Signing in to the customer portal and the apps should now be possible. If you still face any issues, please get in touch with us.


June 6th – Unavailability of voice support

3:00 AM UTCOur voice support is currently unavailable due to a problem with our ISP. Although we have a backup internet provider, in this rare situation both the ISPs seem to be experiencing issues with their network.

We’re working on getting the support back online as soon as possible.

7:00 AM UTCWe are in touch with our ISP’s support teams. There has been some damage done to their underground cables as a result of some construction activity by a 3rd party. They’re working on restoring the connectivity as soon as possible.

If you need any help, please send an email to support@sonetel.com and we will get back to you as soon as possible.

7:45 AM UTCOur ISP has confirmed that the connectivity have been resolved. We are testing the connectivity and will soon be available on calls.


April 30th – Problem with call recordings

21st Feb 2019 5:52 PM – 30th April 2019 6:30 AM UTCWe have identified an issue with one of our Call Recording servers due to which all calls that were recorded on it between 21st February 2019 – 30th April 2019 could not be saved.

We sincerely apologize for the problem caused by this. The root cause of the issue has been found and it is now resolved.

This happened due to a rare combination of a manual error while making changes to the Call Recording servers and failure of system alarms.

Initial investigation shows that the manual error was caused because the team member making the changes did not follow established procedures for making such changes.

The management views this as a very serious lapse and has initiated an internal investigation into this incident.

Some time back we changed the tool used to handle the automatic alarms from our systems. The management has also initiated an investigation to check whether all possible precautions were taken during the migration – at which time the alarms for the Call Recording servers stopped working.

There are no issues with calls that were recorded on the other Call Recording server.