Mar <var data-var='date'>30</var>, <var data-var='time'>16:26</var> EDT Resolved - Directory Synchronization has been enabled. Following the deployment of a fix on March 26, we have completed the following recovery steps: - Full Synchronization: All Active Directory records were resynced between March 26-28 to ensure data accuracy. - Real-time Updates: Webhooks are now active and capturing directory changes (adds, moves, and changes) as they occur. - Final Phase: We are currently finalizing the enablement for a small subset of organizations with specific shared-account configurations. Organization administrators have been sent a detailed briefing regarding their specific sync status. If you have immediate questions, please contact support@hypercare.com.Mar <var data-var='date'> 3</var>, <var data-var='time'>01:34</var> EST Identified - We have temporarily disabled the Directory Synchronization feature (automatic user provisioning and deprovisioning) in both Canada and US regions, as it has been identified that configuration adjustments are needed to ensure the feature operates in full capacity within our new cloud environment. A fix is underway and a full sync will be ran against applicable organizations when the feature is re-enabled. For users that need to be on an on-call schedule prior to the fix being released, organization administrators are advised to create accounts manually for users via the Admin Portal (admin.hypercare.com). Alternatively, you may contact Hypercare Support (support@hypercare.com or 1(877) 379-3533) for advice on next steps. Users can continue to log into their organizations with Single Sign-On (SSO), if enabled. SSO is not impacted by this incident.

[Canada and US] Directory Synchronization Feature Temporarily Disabled

Mar <var data-var='date'>30</var>, <var data-var='time'>14:30</var> EDT Resolved - This incident has been resolved.Mar <var data-var='date'>29</var>, <var data-var='time'>21:11</var> EDT Update - Services are back to operational. We will share a post-mortem shortly.Mar <var data-var='date'>29</var>, <var data-var='time'>20:37</var> EDT Update - We are noticing an inconsistent delivery for real time messages. Push notifications are not impacted. We're restarting the services.Mar <var data-var='date'>29</var>, <var data-var='time'>20:24</var> EDT Update - All services are operational. We're monitoring the issue.Mar <var data-var='date'>29</var>, <var data-var='time'>18:36</var> EDT Update - We observed increased connections to our database which is causing issues. Users might experience intermittent errors or a longer loading time when using the application. We're monitoring the issue.Mar <var data-var='date'>29</var>, <var data-var='time'>18:25</var> EDT Update - The schedule tab on web client and admin portal is not loading. Our team is investigating.Mar <var data-var='date'>29</var>, <var data-var='time'>18:01</var> EDT Monitoring - All services are operational. We have identified the issue and we're closely monitoring.Mar <var data-var='date'>29</var>, <var data-var='time'>17:44</var> EDT Investigating - We are currently experiencing downtime to all Hypercare services. The team is investigating the issue.

[CA only] Interruption to all Hypercare services

Mar <var data-var='date'> 8</var>, <var data-var='time'>20:14</var> EDT Resolved - Our engineering team has restored the service. Post mortem will be posted once it is available.Mar <var data-var='date'> 8</var>, <var data-var='time'>20:07</var> EDT Investigating - We are currently investigating an alert that the push notification service is experiencing errors. Our engineering team is attempting to restore the service.

[US Only] Push Notification Delivery Issue

Mar <var data-var='date'> 8</var>, <var data-var='time'>10:29</var> EDT Resolved - This incident is fully resolved. Our team will continue to monitor to ensure this incident does not occur again.Mar <var data-var='date'> 8</var>, <var data-var='time'>09:46</var> EDT Monitoring - A fix has been implemented and we are monitoring the results.Mar <var data-var='date'> 8</var>, <var data-var='time'>09:25</var> EDT Update - We are continuing to investigate this issue.Mar <var data-var='date'> 8</var>, <var data-var='time'>09:22</var> EDT Investigating - We are currently investigating an issue affecting users' ability to receive push notifications on the U.S. server. We are actively working to identify the cause, and are exploring multiple paths to resolution. We apologize for any inconvenience this is causing for users.

[US only] Push notifications are not being delivered on Hypercare

Mar <var data-var='date'> 8</var>, <var data-var='time'>09:22</var> EDT Resolved - This incident has been resolved.Mar <var data-var='date'> 6</var>, <var data-var='time'>23:09</var> EST Monitoring - All core services are now operational. The team is monitoring to ensure continue stability.Mar <var data-var='date'> 6</var>, <var data-var='time'>22:07</var> EST Update - Partial recovery of core services have returned (Messaging, Login, On-Call Scheduling). Real-time notifications remain non-operational.Mar <var data-var='date'> 6</var>, <var data-var='time'>20:52</var> EST Investigating - We have confirmed reports that authentication is not working on U.S. which will affect all users using Hypercare in the U.S. region. We are currently investigating the cause and hope to restore the service as soon as possible.

[US only] Authentication failing on Hypercare

Mar <var data-var='date'> 6</var>, <var data-var='time'>23:07</var> EST Resolved - This incident has been resolved.Mar <var data-var='date'> 6</var>, <var data-var='time'>17:04</var> EST Update - This incident has been resolved. We apologize for the interruption to services and will share a post mortem shortly.Mar <var data-var='date'> 6</var>, <var data-var='time'>12:48</var> EST Monitoring - Core services resumed. We are continuing to monitor the incident.Mar <var data-var='date'> 6</var>, <var data-var='time'>12:10</var> EST Investigating - We are currently investigating reports of an unplanned interruption to all core services in the US region.

[US only] Interruption to all Hypercare services

Mar <var data-var='date'> 6</var>, <var data-var='time'>10:51</var> EST Resolved - This incident has been resolved. We apologize for the interruption to services and will share a post mortem shortly.Mar <var data-var='date'> 6</var>, <var data-var='time'>10:29</var> EST Monitoring - A fix has been implemented and services have resumed. We are continuing to monitor the incident.Mar <var data-var='date'> 6</var>, <var data-var='time'>09:45</var> EST Investigating - We are currently investigating reports of an unplanned interruption to all core services in the US region.

Mar <var data-var='date'> 5</var>, <var data-var='time'>23:30</var> EST Resolved - Core services have resumed and remained stable for the past 24 hours. The team is continuing to monitor push notification and web socket events for real-time syncing. The team has continued to disable the automated status reset feature to maintain a stable environment. The automated status reset feature has been running intermittently in a controlled environment to ensure users status’ are reset appropriately.Mar <var data-var='date'> 4</var>, <var data-var='time'>16:06</var> EST Monitoring - A fix has been implemented. Real time notification and syncing are operational. We are monitoring the performance.Mar <var data-var='date'> 4</var>, <var data-var='time'>14:14</var> EST Identified - We are observing intermittent latency in push notifications and real-time syncing of messages on web client. We're monitoring the system performance closely.Mar <var data-var='date'> 4</var>, <var data-var='time'>13:44</var> EST Monitoring - A fix has been implemented and core services have returned. We are continuing to monitor the incident.Mar <var data-var='date'> 4</var>, <var data-var='time'>12:57</var> EST Investigating - We are currently investigating an unplanned downtime of all core services for users in Canada.

[Canada only] Unplanned interruption to services

Mar <var data-var='date'> 4</var>, <var data-var='time'>04:57</var> EST Resolved - This incident has been resolved. A postmortem will be posted shortly.Mar <var data-var='date'> 4</var>, <var data-var='time'>04:30</var> EST Monitoring - The issue has been identified and a fix has been implemented.Mar <var data-var='date'> 4</var>, <var data-var='time'>04:24</var> EST Update - We are continuing to investigate an issue with push notifications impacting users in Canada. Users of the Hypercare mobile and web platform are receiving intermittent push notifications. Messages to physical pagers have also been identified as being impacted by this issue.Mar <var data-var='date'> 4</var>, <var data-var='time'>03:57</var> EST Investigating - We are currently investigating an issue with push notifications impacting users in Canada. Push notifications are being reported as delivering intermittently to users of the Hypercare mobile app and web platform.

[Canada only] Intermittent interruption to push notification service

Mar <var data-var='date'> 2</var>, <var data-var='time'>13:35</var> EST Resolved - This incident has been resolved. A post mortem will be shared shortly.Mar <var data-var='date'> 2</var>, <var data-var='time'>12:23</var> EST Monitoring - A fix has been released and all core services have been restored. We're continuing to monitor the incident.Mar <var data-var='date'> 2</var>, <var data-var='time'>11:46</var> EST Identified - The issue has been identified and we are working on a fix.Mar <var data-var='date'> 2</var>, <var data-var='time'>11:25</var> EST Investigating - We are currently investigating an unplanned downtime of all core services.

[CA region only] Unplanned interruption to services

Feb <var data-var='date'>25</var>, <var data-var='time'>20:46</var> EST Resolved - This issue has been resolved.Feb <var data-var='date'>25</var>, <var data-var='time'>13:34</var> EST Update - We are continuing to work on a fix for this issue. If there are any changes that need to be made to the current on-call shift(s), schedule/department admins will need to make these updates directly in Hypercare's Admin Portal (admin.hypercare.com) to ensure the correct information appears in Hypercare.Feb <var data-var='date'>25</var>, <var data-var='time'>05:14</var> EST Identified - An issue has been identified regarding shifts not populating in Hypercare for departments that leverage a third-party schedule integration partner (MetricAid and Mesh AI), which is impacting users in Canada. If there are any changes that need to be made to the current on-call shift(s), schedule/department admins will need to make these updates directly in Hypercare's Admin Portal (admin.hypercare.com) to ensure the correct information appears in Hypercare. A fix is being worked on. Next update is expected for 12:00 PM or sooner. After the fix is deployed, schedule information will be re-synced to ensure data is accurate in Hypercare.

[Canada only] Shifts generated from 3rd-party schedule integration partners not appearing in Hypercare

Feb <var data-var='date'>25</var>, <var data-var='time'>14:00</var> EST Resolved - Virtual paging services were restored to normal operations at 13:59 ETFeb <var data-var='date'>25</var>, <var data-var='time'>13:59</var> EST Update - Virtual pager users who had custom audio file(s) handling the initial greeting, and if applicable, the voicemail instructions, set up on their virtual pager prior to February 24 should now have their paging services restored. We are working on a fix impacting the upload of new custom audio files.Feb <var data-var='date'>25</var>, <var data-var='time'>11:20</var> EST Identified - An issue has been identified for virtual pager users who have a custom audio files handling the initial greeting, and if applicable, the voicemail instructions. Outside calls to virtual pager numbers who have custom audio files will encounter a muffled sound or no sound when calling the number and will not be able to proceed to leave a callback number. This is impacting all users in Canada and US regions. The interim solution is to have the audio file be updated to Hypercare's default audio messages, which can be done via the Admin Portal at admin.hypercare.com. Alternatively, designated administrators can call Hypercare Support at 1(877) 379-3533 to have this updated. We are actively working on a permanent fix.

[US and Canada] Virtual pagers with custom audio handling files are not operating

Feb <var data-var='date'>14</var>, <var data-var='time'>00:00</var> EST Resolved - Between 00:00 and 02:00 AM EST on February 14, users in our Canadian region experienced an interruption with Hypercare’s push notification services. During this window, messages were successfully delivered to the intended recipient, however, real-time alerts (push notifications) were not being sent to iOS and Android devices. Hypercare recognized the issue at 01:44 AM and the root cause was identified at 1:58 AM. A technical fix was applied and notification services were fully restored by 02:00 AM.

[CA Region only] Push Notification Delivery Issues

Jan <var data-var='date'>10</var>, <var data-var='time'>20:44</var> EST Resolved - This incident has been resolved. A post mortem will be posted shortly.Jan <var data-var='date'>10</var>, <var data-var='time'>20:34</var> EST Update - We are continuing to monitor for any further issues.Jan <var data-var='date'>10</var>, <var data-var='time'>20:34</var> EST Monitoring - A fix has been implemented and push notifications are now being delivered. We will continue monitoring to ensure a full resolution.Jan <var data-var='date'>10</var>, <var data-var='time'>20:26</var> EST Investigating - We are currently investigating alerts that push notifications are not being delivered to mobile app users (iOS and Android). This is only impacting users in Canada. Our engineering team is looking into the root cause, and we will provide an update as soon as we have more information.

[CA region only] Push notifications to mobile apps not delivering

Dec <var data-var='date'>14</var>, <var data-var='time'>14:03</var> EST Resolved - This incident has been resolved.Dec <var data-var='date'>14</var>, <var data-var='time'>14:03</var> EST Monitoring - The incident was isolated: Our investigation confirms that this Single Sign-On (SSO) issue was strictly limited to the two users who reported it and did not affect our general user base. False Alarms: Although our system initially flagged potential errors for other users, follow-up checks confirmed these were false positives, and no other customers were experiencing issues. We have identified the cause of these false alerts and are implementing a fix. Next Steps for Affected Users: The problem affecting the two original users is most likely due to a misconfiguration of SSO on the customer's IT side. We are currently working with our partner to confirm this diagnosis and resolve the issue.Dec <var data-var='date'>14</var>, <var data-var='time'>13:26</var> EST Update - Based on our investigation, it seems to point to us that this issue is limited to a small subset of users limited to a single organization which could be caused by a misconfiguration on the customers' need. We are attempting to coordinate with IT at the organization to identify the issue.Dec <var data-var='date'>14</var>, <var data-var='time'>12:03</var> EST Update - We are still investigating this issue as it is only affecting a subset of our customer. We are identifying the cause of this issue.Dec <var data-var='date'>14</var>, <var data-var='time'>11:18</var> EST Investigating - We have several users who have indicated issues logging into Hypercare.

[US Region only] Reports of few users with SAML errors when attempting to login

Nov <var data-var='date'>18</var>, <var data-var='time'>11:45</var> EST Resolved - This incident is resolved.Nov <var data-var='date'>18</var>, <var data-var='time'>10:00</var> EST Monitoring - The increased alerts between 7-8am ET are related to the Cloudflare outage (https://www.cloudflarestatus.com/), which has caused a downstream impact on our virtual pager services. The virtual pagers are operational and we're monitoring.Nov <var data-var='date'>18</var>, <var data-var='time'>08:22</var> EST Investigating - We're receiving an increased number of virtual pager error alerts. We are investigating which numbers are impacted.

[CA and US Region] Virtual Pager Alerts

Nov <var data-var='date'>13</var>, <var data-var='time'>14:29</var> EST Resolved - This incident has been resolved.Nov <var data-var='date'>13</var>, <var data-var='time'>13:28</var> EST Monitoring - A fix has been implemented and we're currently monitoring.Nov <var data-var='date'>13</var>, <var data-var='time'>13:16</var> EST Investigating - We have received reports on inconsistent push notification delivery in the US region. It might result in users receiving back up SMS. We're currently investigating this issue.

[US Region only] Inconsistent Push Notification

Nov <var data-var='date'> 6</var>, <var data-var='time'>14:40</var> EST Resolved - All critical Hypercare services have returned to normal operations. If users are experiencing any technical issues, call 1(877) 379-3533 for immediate assistance or email support@hypercare.com for non-urgent inquiries.Nov <var data-var='date'> 3</var>, <var data-var='time'>20:43</var> EST Update - The following issues have been resolved: - (CA and US) Directory Synchronization has been turned back on - (CA and US) Shell accounts are now viewable on the On-Call page on iOS The following functionalities continue to remain impacted and the team is actively working on restoring full services: - (CA and US) Some users have reported not receiving push notifications to their iOS or Android app since the migration. For users experiencing this, ensure the mobile app is updated to the latest version, log out and remove all accounts from the device, close the app, and then log in again. If immediate assistance is needed, users are advised to call 1(877) 379-3533. This issue has not been widely reported, so we continue to monitor reported cases. If users are receiving push notifications, no further action is required.Oct <var data-var='date'>31</var>, <var data-var='time'>22:53</var> EDT Update - The following issues have been resolved: - (CA and US) Nov 1 on-call shifts displayed an error when viewing the on-call schedule on Android. - (CA and US) Android app version 15.1.7 was released to resolve a notification bug impacting some US Region users. The following functionalities continue to remain impacted and the team is actively working on restoring full services: - (CA and US) Directory Synchronization is paused - (CA and US) Some users have reported not receiving push notifications to their iOS or Android app since the migration. For users experiencing this, ensure the mobile app is updated to the latest version (iOS app 18.4.2 and Android app 15.1.7), log out and remove all accounts from the device, close the app, and then log in again. If immediate assistance is needed, users can call 1(877) 379-3533. This issue has not been widely reported, so we continue to monitor reported cases. If users are receiving push notifications, no further action is required.Oct <var data-var='date'>31</var>, <var data-var='time'>12:39</var> EDT Update - The following issue has been resolved: - (CA only) Chat list loading issues - (CA only) Schedule access issues for administrators - (CA only) Equity report downloads - (CA only) Schedule download - (CA only) Backup SMS delivery - UPDATED (CA only) External schedule integration The following functionalities are currently impacted, and the team is actively working on: - (CA and US) Directory Synchronization is paused - NEW (CA and US) Some users may not receive push notifications since the migration. Recommended action: Users should remove and log out of all accounts from the device, then log in again.Oct <var data-var='date'>30</var>, <var data-var='time'>14:00</var> EDT Update - The following issue has been resolved: - (CA only) Some users are unable to load or view their chat list - (CA only) Some administrators are unable to access schedules - (CA only) Equity report downloads - UPDATED (CA only) Schedule download is temporarily unavailable - UPDATED (CA only) Backup SMS delivery is currently unavailable The following functionalities are currently impacted, and the team is actively working on: - (CA only) External schedule integration is paused - (CA and US) Directory Synchronization is pausedOct <var data-var='date'>30</var>, <var data-var='time'>12:26</var> EDT Update - The following issue has been resolved: - (CA only) Some users are unable to load or view their chat list - NEW (CA only) Some administrators are unable to access schedules - NEW (CA only) Equity report downloads The following functionalities are currently impacted, and the team is actively working on: - (CA only) Schedule download is temporarily unavailable - (CA only) External schedule integration is paused - (CA only) Backup SMS delivery is currently unavailable - (CA and US) Directory Synchronization is paused We will provide an update as soon as these services are restored. Thank you for your patience and understanding.Oct <var data-var='date'>30</var>, <var data-var='time'>11:47</var> EDT Update - The following issue has been resolved: - (CA only) Some users are unable to load or view their chat list The following functionalities are currently impacted, and the team is actively working on: - (CA only) Some administrators are unable to access schedules - (CA only) Schedule and equity report downloads are temporarily unavailable - (CA only) External schedule integration is paused - (CA only) Backup SMS delivery is currently unavailable - (CA and US) Directory Synchronization is paused We will provide an update as soon as these services are restored. Thank you for your patience and understanding.Oct <var data-var='date'>30</var>, <var data-var='time'>00:24</var> EDT Identified - We are aware of several issues following the recent deployment and our team is actively working to restore full service availability. The following functionalities are currently impacted: - (CA only) Some users are unable to load or view their chat list - (CA only) Some administrators are unable to access schedules - (CA only) Schedule and equity report downloads are temporarily unavailable - (CA only) External schedule integration is paused - (CA only) Backup SMS delivery is currently unavailable - (CA and US) Directory Synchronization is paused We will provide an update as soon as these services are restored. Thank you for your patience and understanding.Oct <var data-var='date'>29</var>, <var data-var='time'>15:33</var> EDT Update - We are receiving support that some of the users are not able to view the list of chats from their account. We are currently investigating the cause of this issue and our engineering team is currently identifying a resolution.Oct <var data-var='date'>29</var>, <var data-var='time'>06:45</var> EDT Update - Virtual Paging has returned to operations.Oct <var data-var='date'>29</var>, <var data-var='time'>06:25</var> EDT Monitoring - Escalations phone calls for code team activations has returned to operations.Oct <var data-var='date'>29</var>, <var data-var='time'>06:22</var> EDT Investigating - Escalations phone calls for code team activations is currently experiencing an issue. The team is investigating the root cause.Oct <var data-var='date'>29</var>, <var data-var='time'>06:14</var> EDT Update - Virtual paging services continue to be redirected to designated alternate numbers and we are working on resuming regular service.Oct <var data-var='date'>29</var>, <var data-var='time'>06:13</var> EDT Monitoring - All Hypercare services have resumed on all platforms. Users who are part of two or more Hypercare organizations are advised to verify they have remained logged in to all their desired Hypercare organizations, as these users may have been logged out during the maintenance period. Our team will continue to monitor services returning to operations.Oct <var data-var='date'>29</var>, <var data-var='time'>05:00</var> EDT Identified - As part of Hypercare’s recent upgrade to user account structures, the scheduled maintenance downtime has been extended beyond 05:00 EDT. All Hypercare services continue to be temporarily unavailable on our mobile applications (iOS and Android). These include, but are not limited to messaging, scheduling, on-call locating, and code activations. Our Web platforms (app.hypercare.com and admin.hypercare.com) are fully operational. We apologize for the inconvenience and are working on restoring all services.

Ongoing service interruptions from scheduled maintenance period

Oct <var data-var='date'>29</var>, <var data-var='time'>05:00</var> EDT Completed - The scheduled maintenance has been completed.Oct <var data-var='date'>29</var>, <var data-var='time'>03:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Oct <var data-var='date'>14</var>, <var data-var='time'>13:55</var> EDT Scheduled - As part of Hypercare’s upcoming upgrade to user account structure, scheduled maintenance will take place during the early morning hours of Tuesday, October 28 (US Region) and Wednesday, October 29 (Canada Region). During this time, all Hypercare services will be temporarily unavailable, including (but not limited to) messaging, scheduling, on-call locating, and code activations across all platforms (iOS, Android, Web). Scheduled Downtime Periods: Canada Region From: 03:01 AM (ET) on Wednesday, October 29, 2025 To: 05:00 AM (ET) on Wednesday, October 29, 2025 Please ensure your teams are prepared with: - Alternate communication plans - Circulated access to the Hypercare On-Call Dashboard, or offline access to critical on-call schedules - Contact directories for key personnel More information about the platform upgrade and required actions has been shared in the following official announcements: - https://hypercare.atlassian.net/wiki/external/Mjg0NzdkYWIwMDE4NDI3NDhlZTNjMjBmZjRiMzA0Zjk A temporary Hypercare on-call dashboard will be available during the downtime period. If you wish to opt out, please indicate this in the acknowledgment form shared with your organization. We appreciate your understanding and cooperation as we complete these improvements. If you have any questions or require assistance, please reach out to your Customer Success Manager or contact our support team at sta-support@hypercare.com. Thank you, Hypercare Team

[Canada Region] Scheduled Maintenance Notice - October 29, 2025 (03:01 – 05:00 ET)

Oct <var data-var='date'>28</var>, <var data-var='time'>16:30</var> EDT Resolved - The incident is resolved.Oct <var data-var='date'>28</var>, <var data-var='time'>12:33</var> EDT Monitoring - [US Region] Login issues have been fixed for mobile. Users are now able to login. Marking the incident as monitoring.Oct <var data-var='date'>28</var>, <var data-var='time'>11:17</var> EDT Update - [US Region] Code team activation and escalation has been fixed. The team is working on the fix for mobile logins.Oct <var data-var='date'>28</var>, <var data-var='time'>10:11</var> EDT Update - [US only] Virtual paging services is back to operational. The engineering team is all hands on deck to fix the pending issues.Oct <var data-var='date'>28</var>, <var data-var='time'>09:45</var> EDT Update - [US only] We've identified the issue for virtual pager services. The engineering team is deploying a fix. The team is still working on resolving the mobile login, and code team activation issues.Oct <var data-var='date'>28</var>, <var data-var='time'>08:23</var> EDT Update - [US region] We are deploying a hot fix for login issue on iOS and Android.Oct <var data-var='date'>28</var>, <var data-var='time'>06:51</var> EDT Update - [US Region Only] The below services are still under maintenance: - Logging in on iOS and Android applications. Logged in users are not impacted. - Code Team Escalations and escalations - Downloading Reports and schedulesOct <var data-var='date'>28</var>, <var data-var='time'>05:38</var> EDT Update - [US Region Only] The extended scheduled maintenance downtime is ongoing. The Web Client (app.hypercare.com) and Web Admin Portal (admin.hypercare.com) are now fully accessible. The team is working on restoring services on the iOS and Android applications.Oct <var data-var='date'>28</var>, <var data-var='time'>05:04</var> EDT Identified - [US Region Only] As part of Hypercare’s upcoming upgrade to user account structure, the scheduled maintenance downtime has been extended beyond 05:00 EST due to an expected error. All Hypercare services continue to be temporarily unavailable, including (but not limited to) messaging, scheduling, on-call locating, and code activations across all platforms (iOS, Android, Web). We apologize for the inconvenience and are working on restoring all services.

[US Region Only] Scheduled Maintenance Downtime Extended

Oct <var data-var='date'>28</var>, <var data-var='time'>11:50</var> EDT Resolved - The incident is resolved and closing this incident.Oct <var data-var='date'>28</var>, <var data-var='time'>10:39</var> EDT Monitoring - [Canada region] The fix for SSO login on web browser has been deployed. Users are now able to login to their Hypercare accounts.Oct <var data-var='date'>28</var>, <var data-var='time'>09:20</var> EDT Update - [Canada Region] User profile viewing and searching is fixed. Engineers are working on fixing the SSO login issue.Oct <var data-var='date'>28</var>, <var data-var='time'>08:24</var> EDT Identified - [Canada Region] The engineers are working on a hot fix for the web SSO login issue, as well as user profile viewing and searching.Oct <var data-var='date'>28</var>, <var data-var='time'>06:20</var> EDT Investigating - [CA Region, Web only] The web application in Canada region is having the below issues: - Login via single-sign-on. Logged in users are advised to stay logged in - Viewing the contact profile details of users. Searching users is impacted Mobile users are not impacted. The engineers are currently investigating the issues.

[CA Region, Web Portal] User Contact Page Not Loading

Oct <var data-var='date'>28</var>, <var data-var='time'>05:00</var> EDT Completed - The scheduled maintenance has been completed.Oct <var data-var='date'>28</var>, <var data-var='time'>03:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Oct <var data-var='date'>14</var>, <var data-var='time'>13:54</var> EDT Scheduled - As part of Hypercare’s upcoming upgrade to user account structure, scheduled maintenance will take place during the early morning hours of Tuesday, October 28 (US Region) and Wednesday, October 29 (Canada Region). During this time, all Hypercare services will be temporarily unavailable, including (but not limited to) messaging, scheduling, on-call locating, and code activations across all platforms (iOS, Android, Web). Scheduled Downtime Periods: United States Region From: 03:01 AM (ET) on Tuesday, October 28, 2025 To: 05:00 AM (ET) on Tuesday, October 28, 2025 Please ensure your teams are prepared with: - Alternate communication plans - Circulated access to the Hypercare On-Call Dashboard, or offline access to critical on-call schedules - Contact directories for key personnel More information about the platform upgrade and required actions has been shared in the following official announcements: - https://hypercare.atlassian.net/wiki/external/Mjg0NzdkYWIwMDE4NDI3NDhlZTNjMjBmZjRiMzA0Zjk A temporary Hypercare on-call dashboard will be available during the downtime period. If you wish to opt out, please indicate this in the acknowledgment form shared with your organization. We appreciate your understanding and cooperation as we complete these improvements. If you have any questions or require assistance, please reach out to your Customer Success Manager or contact our support team at sta-support@hypercare.com. Thank you, Hypercare Team

[US Region] Scheduled Maintenance Notice - October 28, 2025 (03:01 – 05:00 AM ET)

Oct <var data-var='date'>21</var>, <var data-var='time'>13:33</var> EDT Resolved - This incident has been resolved.Oct <var data-var='date'>20</var>, <var data-var='time'>14:58</var> EDT Update - [US region] Notification and Real-time syncing are recovered. We're monitoring the services.Oct <var data-var='date'>20</var>, <var data-var='time'>13:15</var> EDT Update - [US only] Messaging functions are now fully operational. Real-time notification system is still impacted. We will continue to monitor system recovery from AWS services.Oct <var data-var='date'>20</var>, <var data-var='time'>12:41</var> EDT Update - [US only] We are observing intermittent delays when loading messaging screens as the system processes requests on AWS. Our engineers are actively exploring options to restore full service despite the ongoing AWS incident.Oct <var data-var='date'>20</var>, <var data-var='time'>11:06</var> EDT Update - [US only] Hypercare login services are recovered. Real-time notifications are still impacted by AWS outage. Engineers are continuing to investigate options for restoring the services despite the AWS incident.Oct <var data-var='date'>20</var>, <var data-var='time'>10:48</var> EDT Update - [US only] Hypercare login services and real-time notifications are impacted by AWS outage. Engineers are continuing to investigate options for restoring the services despite the AWS incident. Users who are already logged into Hypercare are asked to stay logged in.Oct <var data-var='date'>20</var>, <var data-var='time'>08:28</var> EDT Update - [US only] Users in US region continue to be impacted by the AWS incident. Engineers are continuing to investigate options for restoring real-time notification services despite the AWS incident.Oct <var data-var='date'>20</var>, <var data-var='time'>05:52</var> EDT Update - Login services for users based in Canada have been fully restored. We continue to monitor restoration of Notification and Real-Time Syncing services for US users.Oct <var data-var='date'>20</var>, <var data-var='time'>05:30</var> EDT Monitoring - Hypercare services are gradually restoring to normal operations. Services are recovering with significant improvement. Our team continues to monitor the situation with AWS.Oct <var data-var='date'>20</var>, <var data-var='time'>04:00</var> EDT Investigating - Critical AWS services experiencing an outage causing interruptions Hypercare login services (impacting US and Canada users) and notification delivery (US only). Users who are already logged into Hypercare are asked to stay logged in.

Login services (US and CA) and notification services (US) interruption

Jun <var data-var='date'>24</var>, <var data-var='time'>22:15</var> EDT Resolved - This incident has been resolved.Jun <var data-var='date'>24</var>, <var data-var='time'>13:38</var> EDT Monitoring - A fix has been implemented to our iOS app. Please ensure Users on an iPhone update their app to version 18.3.31, which is now available in the App Store.Jun <var data-var='date'>23</var>, <var data-var='time'>20:18</var> EDT Identified - We have received reports of users being routinely logged out of their Hypercare app on iOS devices, impacting their ability to receive app push notifications. Reports have been received from users in both CA and US region. Our Engineering team has identified the potential root cause for this unexpected behaviour and a fix is underway. Users are being encouraged to turn on Safeguard Notifications in Hypercare should they wish to receive a back-up notifications. https://support.hypercare.com/hc/en-us/articles/5376178050445-Safeguard-Notifications-FAQ Users accessing Hypercare on Android devices are not impacted by this issue.

[CA & US Region] Users being logged out of Hypercare app (iOS only)

Jun <var data-var='date'>12</var>, <var data-var='time'>16:42</var> EDT Resolved - The outage with the third party vendor has been resolved.Jun <var data-var='date'>12</var>, <var data-var='time'>16:29</var> EDT Monitoring - The third-party services have been recovered. All Hypercare services are operational. We're currently monitoring the services.Jun <var data-var='date'>12</var>, <var data-var='time'>16:09</var> EDT Update - Automated code escalation has been manually restored. All code team functions are now fully operational.Jun <var data-var='date'>12</var>, <var data-var='time'>15:51</var> EDT Update - In addition to the previously reported Doppler outage, we have now identified a separate issue affecting virtual paging. This is due to a service disruption with Twilio, a third-party vendor. As a result, virtual paging is currently unavailable and may affect message delivery for some users. You can view the Twilio status here: https://status.twilio.com We continue to monitor both the Doppler and Twilio incidents and will provide updates as services are restored. Thank you for your continued patience.Jun <var data-var='date'>12</var>, <var data-var='time'>15:44</var> EDT Identified - The engineering team is manually updating the secrets to restore the services. Everbridge integration has been restored.Jun <var data-var='date'>12</var>, <var data-var='time'>15:26</var> EDT Investigating - We are currently experiencing a partial service disruption caused by an ongoing outage with Doppler, one of our third-party service providers. As a result, the following Hypercare features are impacted: - Escalation notifications related to code team activations (note: code team activations remain fully operational) - Schedule change email notifications - Schedule and Equity report downloads - Everbridge file generation We are actively monitoring the situation and will provide updates as Doppler resolves the issue. You can view the status of the Doppler incident here: https://www.dopplerstatus.com/incidents/8jtzf7nrl9tv

Is Hypercare down?

Hypercare status is UP

Lastest published events

[Canada and US] Directory Synchronization Feature Temporarily Disabled

[CA only] Interruption to all Hypercare services

[US Only] Push Notification Delivery Issue

Hypercare Services, Components and Regions

Recent Hypercare events

[Canada and US] Directory Synchronization Feature Temporarily Disabled

[CA only] Interruption to all Hypercare services

[US Only] Push Notification Delivery Issue

[US only] Push notifications are not being delivered on Hypercare

[US only] Authentication failing on Hypercare

[US only] Interruption to all Hypercare services

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Is Hypercare down?

Hypercare status is UP

Lastest published events

[Canada and US] Directory Synchronization Feature Temporarily Disabled

[CA only] Interruption to all Hypercare services

[US Only] Push Notification Delivery Issue

Hypercare Services, Components and Regions

Recent Hypercare events

[Canada and US] Directory Synchronization Feature Temporarily Disabled

[CA only] Interruption to all Hypercare services

[US Only] Push Notification Delivery Issue

[US only] Push notifications are not being delivered on Hypercare

[US only] Authentication failing on Hypercare

[US only] Interruption to all Hypercare services

Get your FREE account now,5 monitors included!

Get your FREE account now,
5 monitors included!