What happened: Our monitoring system detected elevated error rates in voice message delivery and consequently automatically reported an outage. In reality, the voice platform remained available at all times.

Background: The issue was triggered by an unusual delivery pattern from a single customer, whose high error rate temporarily skewed the aggregated success metrics that our monitoring system evaluates. For all other customers, the voice service was not affected at any time.

What we’re improving: We’re looking into how we can more clearly distinguish anomalies in individual accounts from platform-wide issues in the future, so that our status reports more accurately reflect the actual service experience.