Update: Recovering - CloudPBX

Incident

July 27, 4:00pm

Update: Recovering - CloudPBX

Status: in progress

Start: July 23, 7:10pm

Affected Components:

Sherweb Hosted Services Cloud PBX UCaaS - Managed Teams Voice General Incoming Calls Outgoing calls IVR SMS FAX Presence / Busy Lamp Field Customer Self-Care Portal External Service Providers (ISP, PSTN)

Update

July 23, 7:10pm

We are currently investigating an issue impacting Cloud PBX

Impact Level: Investigating

Current Progress: Our engineering team has been mobilized and is actively investigating the problem to determine the root cause and restore service.

Next update: We will provide an update within 60 minutes.

Update

July 23, 8:11pm

This is an update regarding the ongoing disruption to CloudPBX.

Impact Level: Major Outage
You may currently be experiencing issues making or receiving calls through our CloudPBX services.

Current Progress: Our team is still investigating and working on identifying the cause of the issue.

Workaround: While we work to fully resolve this issue, customers with a failover configuration can continue receiving inbound calls, provided calls are not being forwarded to another CloudPBX number. Outbound calling remains unavailable at this time.

Next Update: We will continue to monitor the status of service incident and will provide our next update by 21:15 on the 2026-07-23.

Update

July 23, 8:58pm

This is an update regarding the ongoing disruption to CloudPBX.

Current Progress: Our team is still investigating and working on identifying the cause of the issue.

Next Update: We will continue to monitor the status of service incident and will provide our next update by 22:15 EDT on the 2026-07-23.

Update

July 23, 9:56pm

This is an update regarding the ongoing disruption to CloudPBX.

Impact Level: Major Outage
You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while we work to restore full functionality with the customer portal not being available.

Current Progress: Our team has identified the potential cause and is working with a third-party vendor to restore the services.

Next Update: We will continue to monitor the implementation and will provide our next update by 23:15 EDT on the 2026-07-23.

Update

July 23, 10:27pm

This is an update regarding the ongoing disruption to CloudPBX.

Impact Level: Recovering
You should now be able complete inbound and outbound calls through the CloudPBX services. The management portal should also be available to you.

Current Progress: Our Team has implemented the fix, and we are monitoring the service closely to ensure stability and confirm that the issue is fully resolved.

Next Update: We will continue to monitor the fix implemented and will provide our next update by 16:00 EDT on the 24th of July.

Update

July 24, 12:56am

This is an update regarding the ongoing disruption to CloudPBX.

Current Progress: The fix deployed by the third party didn't resolved successfully the services and the services is currently back into an unstable state. Our team is currently working with a third-party vendor to restore the services.

Next Update: We will continue to monitor the implementation and will provide our next update by 2:00 EDT on the 2026-07-24.

Update

July 24, 2:09am

This is an update regarding the ongoing disruption to CloudPBX.

Impact Level: Recovering
You should now be able complete inbound and outbound calls through the CloudPBX services. The management portal should also be available to you.

Current Progress: Our Team has worked with the third-party vendor to resolve the issue and we are monitoring the service closely to ensure stability and confirm that the issue is fully resolved.

Next Update: We will continue to monitor the fix implemented and will provide our next update by 16:00 EDT on the 24th of July.

Update

July 24, 7:03am

This is an update regarding the ongoing disruption to CloudPBX .

Current Progress: The fix implemented by the third-party vendor did not fully resolve the incident, and the affected services have returned to an unstable state. Our team is actively working with the vendor to restore service and implement a permanent resolution.

Next Update: We will continue to monitor the implementation and will provide our next update by 8:00 EDT on the 24th of July .

Update

July 24, 8:01am

This is an update regarding the ongoing disruption to CloudPBX .

Current Progress: The fix implemented by the third-party vendor did not fully resolve the incident, and the affected services have returned to an unstable state. Our team is actively working with the vendor to restore service and implement a permanent resolution.

Next Update: We will continue to monitor the implementation and will provide our next update by 9:00 EDT on the 24th of July .

Update

July 24, 8:50am

This is an update regarding the ongoing disruption to CloudPBX .

Current Progress: We are actively working with the third-party vendor responsible for this service to investigate the issue and restore service stability. The affected services remain in a Major Outage state while mitigation and recovery efforts continue.

Next Update: We will continue to monitor the implementation and will provide our next update by 10:00 EDT on the 24th of July .

Update

July 24, 9:55am

This is an update regarding the ongoing disruption to CloudPBX .

Current Progress: We are actively working with the third-party vendor responsible for this service to investigate the issue and restore service stability. The affected services remain in a Major Outage state while mitigation and recovery efforts continue. You can contact our support team to discuss available failover options and, where applicable, have inbound calls redirected to an alternate phone number.

Next Update: We will continue to monitor the implementation and will provide our next update by 11:00 EDT on the 24th of July .

Update

July 24, 10:50am

This is an update regarding the ongoing disruption to CloudPBX .

Current Progress: We are continuing to work with the third-party vendor responsible for this service to investigate the issue and restore service stability.

Customers can contact our support team via email at voipsupport@sherweb.com to discuss available failover options and have inbound calls redirected to an alternate phone number.

Next Update: We will continue to monitor the implementation and will provide our next update by 12:00 EDT on the 24th of July.

Update

July 24, 11:56am

This is an update regarding the ongoing disruption to CloudPBX .

Impact Level: Major Outage
You may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal. Service modifications and administrative changes may be delayed while full service functionality is restored. Customers may also experience longer-than-usual wait times or lines dropping when contacting our support team by phone. If possible, we encourage you to reach out to our support team via email or through the customer portal.

Current Progress: We are continuing to work with the third-party vendor responsible for this service to investigate the issue and restore service stability.

Customers can contact our support team via email at voipsupport@sherweb.com to discuss available failover options and have inbound calls redirected to an alternate phone number.

Next Update: We will continue to monitor the implementation and will provide our next update by 13:00 EDT on the 24th of July.

Update

July 24, 1:00pm

This is an update regarding the ongoing disruption to CloudPBX .

Current Progress: We are continuing to work with the third-party vendor responsible for this service to investigate the issue and restore service stability.

Customers can contact our support team via email at voipsupport@sherweb.com to discuss available failover options and have inbound calls redirected to an alternate phone number.

Next Update: We will continue to monitor the implementation and will provide our next update by 14:00 EDT on the 24th of July.

Update

July 24, 1:57pm

This is an update regarding the ongoing disruption to CloudPBX .

Current Progress: We are continuing to work with the third-party vendor responsible for this service to investigate the issue and restore service stability. An email communication was sent out to the impacted partners related to this issue.

Customers can contact our support team via email at voipsupport@sherweb.com to discuss available failover options and have inbound calls redirected to an alternate phone number if required.

Next Update: We will continue to monitor the implementation and will provide our next update by 15:00 EDT on the 24th of July.

Update

July 24, 2:55pm

This is an update regarding the ongoing disruption to CloudPBX .

Current Progress: We are continuing to work with the third-party vendor responsible for this service to investigate the issue and restore service stability.

Next Update: We will continue to monitor the implementation and will provide our next update by 19:00 EDT on the 24th of July, or sooner if new information becomes available or service conditions change.

Update

July 24, 3:11pm

This is an update regarding the ongoing disruption to CloudPBX.

Impact Level: Major Outage
Customers may experience issues placing outbound calls, receiving inbound calls, or accessing the CloudPBX Customer Portal.

Current Progress: Our third-party vendor is actively implementing a fix to restore full service functionality. We are closely monitoring the deployment and its impact on service performance.

Early observations indicate an improvement in the success rate of inbound and outbound calls; however, the affected portal remain unavailable at this time.

Next Update: We will continue to monitor the fix implemented and will provide our next update by 19:45 EDT on the 24th of July, or sooner if new information becomes available or service conditions change.

Update

July 24, 5:01pm

This is an update regarding the ongoing disruption to CloudPBX.

Impact Level: Recovering
Customers should now be able to place and receive calls successfully. We are closely monitoring the vendor's ongoing implementation to ensure service stability and full restoration of all affected services.

Current Progress: The vendor, working in collaboration with their ISP, has implemented a fix and is continuing restoration efforts to ensure all services are fully operational. We have confirmed that inbound and outbound calling functionality has been restored. Our team is actively monitoring the service to verify stability and confirm that services return to full functionality.

Next Update: We will continue to monitor the fix implemented and will provide our next update by 21:00 EDT, or sooner if new information becomes available or service conditions change.

Update

July 24, 9:00pm

This is an update regarding the ongoing disruption to CloudPBX.

Impact Level: Recovering
Customers should now be able to place and receive calls successfully. We are closely monitoring the vendor's ongoing implementation to ensure service stability and full restoration of all affected services.

Current Progress: The vendor, working in collaboration with their ISP, has implemented a fix and is continuing restoration efforts to ensure all services are fully operational. We have confirmed that inbound and outbound calling functionality has been restored. Our team is actively monitoring the service to verify stability and confirm that services return to full functionality.

Next Update: We will continue to monitor the fix implemented and will provide our next update by 1:00 EDT on the 25th of July, or sooner if new information becomes available or service conditions change.

Update

July 25, 1:00am

This is an update regarding the ongoing disruption to CloudPBX.

Next Update: We will continue to monitor the fix implemented and will provide our next update by 9:00 EDT on the 25th of July, or sooner if new information becomes available or service conditions change.

Update

July 25, 6:54am

This is an update regarding the ongoing disruption to CloudPBX .

Next Update: We will continue to monitor the implementation and will provide our next update by 11 :00 EDT on the 2026-07-25, or sooner if new information becomes available or service conditions change.

Update

July 25, 9:00am

This is an update regarding the ongoing disruption to CloudPBX .

Next Update: We will continue to monitor the implementation and will provide our next update by 13 :00 EDT on the 2026-07-25, or sooner if new information becomes available or service conditions change.

Update

July 25, 1:00pm

This is an update regarding the ongoing disruption to CloudPBX .

Current Progress: Our team is currently working with the third-party vendor to restore the services and ensure stability.

Next Update: We will continue to monitor the implementation and will provide our next update by 17 :00 EDT on the 2026-07-25, or sooner if new information becomes available or service conditions change.

Update

July 25, 4:00pm

This is an update regarding the ongoing disruption to CloudPBX .

Current Progress: Our team is currently working with the third-party vendor to restore the services and ensure stability.

Next Update: We will continue to monitor the implementation and will provide our next update by 19 :00 EDT on the 2026-07-25 , or sooner if new information becomes available or service conditions change.

Update

July 25, 6:47pm

This is an update regarding the ongoing disruption to CloudPBX .

Current Progress: Our team is currently working with the third-party vendor to restore the services and ensure stability.

Next Update: We will continue to monitor the implementation and will provide our next update by 23:00 EDT on the 2026-07-25 , or sooner if new information becomes available or service conditions change.

Update

July 25, 11:00pm

This is an update regarding the ongoing disruption to CloudPBX .

Current Progress: Our team is currently working with the third-party vendor to restore the services and ensure stability.

Next Update: We will continue to monitor the implementation and will provide our next update by 7 :00 EDT on the 2026-07-26 , or sooner if new information becomes available or service conditions change.

Update

July 26, 6:44am

This is an update regarding the ongoing disruption to CloudPBX.

Next Update: We will continue to monitor the fix implemented and will provide our next update by 11:00 EDT on the 26th of July, or sooner if new information becomes available or service conditions change.

Update

July 26, 9:34am

This is an update regarding the ongoing disruption to CloudPBX.

Current Progress: The vendor has implemented a fix and is continuing restoration efforts to ensure all services are fully operational. We have confirmed that inbound and outbound calling functionality has been restored. Our team is actively monitoring the service to verify stability and confirm that services return to full functionality.

Next Update: We will continue to monitor the fix implemented and will provide our next update by 16:00 EDT on the 26th of July, or sooner if new information becomes available or service conditions change.

Update

July 26, 3:52pm

This is an update regarding the ongoing disruption to CloudPBX.

Current Progress: We have confirmed that inbound and outbound calling services have been restored. Our team is actively monitoring to verify service stability and ensure all functionalities return to normal operation.

Next Update: We will continue to monitor the fix implemented and will provide our next update by 16:00 EDT on the 27th of July, or sooner if new information becomes available or service conditions change.

Update

July 27, 4:00pm

This is an update regarding the ongoing disruption to CloudPBX.

Next Update: We will continue to monitor the fix implemented and will provide our next update by 16:00 EDT on the 28th of July, or sooner if new information becomes available or service conditions change.