Apr <var data-var='date'> 6</var>, <var data-var='time'>16:30</var> PDT Resolved - The system is fully operational at this time. We have increased capacity to ensure that we're able to process inbound communication without delivery delays.Apr <var data-var='date'> 6</var>, <var data-var='time'>12:31</var> PDT Update - We have identified the root cause as an unexpected increase in inbound message volume and have scaled our capacity accordingly. Delivery is back to normal and we are continuing to monitor to confirm the issue is fully resolved.Apr <var data-var='date'> 6</var>, <var data-var='time'>10:17</var> PDT Monitoring - All inbound SMS, call, fax, and email messages have been delivered successfully. Delivery rates have returned to normal and we are continuing to monitor. We are also investigating the root cause of the message delivery backlog and will provide an update once identified.Apr <var data-var='date'> 6</var>, <var data-var='time'>09:58</var> PDT Update - We are starting to see recovery in the processing of inbound messages (SMS, calls, email fax). The following activities were *NOT* impacted: - Inbound/outbound phone and video call connections - Outbound SMS delivery - Outbound Fax delivery - Secure message exchangeApr <var data-var='date'> 6</var>, <var data-var='time'>09:37</var> PDT Investigating - We are investigating an issue with delayed inbound call events. The issue seems to have started at 8am PT. We'll update this page as we learn more.

[RESOLVED] Delayed inbound messages (call, sms, email, fax)

Jan <var data-var='date'> 7</var>, <var data-var='time'>12:55</var> PST Resolved - The incident has been resolved. All Spruce systems should be fully operational at this time.Jan <var data-var='date'> 6</var>, <var data-var='time'>17:01</var> PST Monitoring - We have implemented a fix for the issue and are currently monitoring. All Spruce services should be fully operational at this time.Jan <var data-var='date'> 6</var>, <var data-var='time'>16:59</var> PST Update - We are continuing to investigate this issue.Jan <var data-var='date'> 6</var>, <var data-var='time'>11:23</var> PST Update - We are continuing to investigate the platform stability issues. You may receive intermittent errors during this time. Thank you for your patience as we work to identify the root cause.Jan <var data-var='date'> 6</var>, <var data-var='time'>08:04</var> PST Investigating - We are currently investigating issues with the Spruce service.

Intermittent service issues

Dec <var data-var='date'>10</var>, <var data-var='time'>21:05</var> PST Completed - The scheduled database upgrade has completed successfully. We will continue to monitor the platform to ensure everything operates as expected.Dec <var data-var='date'>10</var>, <var data-var='time'>20:51</var> PST Verifying - The database upgrade is complete and we are currently verifying that services are operating as expected.Dec <var data-var='date'>10</var>, <var data-var='time'>20:00</var> PST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Dec <var data-var='date'> 4</var>, <var data-var='time'>15:05</var> PST Scheduled - We will be performing a scheduled database upgrade on December 10th between 8:00 PM and 10:00 PM PT. During this maintenance window, you may experience brief service interruptions (typically 2-4 minutes) as we upgrade our database infrastructure. A member of our engineering team will be actively monitoring the system throughout the process to minimize any impact.

Database Upgrade

Dec <var data-var='date'> 8</var>, <var data-var='time'>16:32</var> PST Resolved - The issue with outbound faxes is now resolved.Dec <var data-var='date'> 8</var>, <var data-var='time'>15:23</var> PST Investigating - Some outbound faxes are currently failing to send due to an issue with our fax provider. We're monitoring and will update as we know more.

Issue with outbound faxes

Dec <var data-var='date'> 7</var>, <var data-var='time'>15:24</var> PST Resolved - This incident has been resolved.Dec <var data-var='date'> 5</var>, <var data-var='time'>12:28</var> PST Identified - There is currently an issue with incoming MMS (SMS with attached media) from AT&T numbers. Some media (e.g. images) may be missing. Our upstream provider, Twilio, is investigating and working on a solution.

Issue with media in inbound MMS from AT&T

Oct <var data-var='date'>29</var>, <var data-var='time'>21:18</var> PDT Resolved - The issue has been resolved, and the platform is fully functional. Impact occurred between 11:33 AM and 11:48 AM PT. We’ve identified the root cause and will be discussing ways to reduce the likelihood of similar issues in the future.Oct <var data-var='date'>28</var>, <var data-var='time'>11:58</var> PDT Monitoring - The issue has been resolved, and the platform is currently functional. Impact occurred between 11:33 AM and 11:48 AM PT. We’re continuing to investigate the root cause and will monitor closely in case the issue reoccurs.Oct <var data-var='date'>28</var>, <var data-var='time'>11:49</var> PDT Investigating - We're currently investigating issues accessing the Spruce platform. We're investigating and will update this page as we learn more

Spruce platform issues

Oct <var data-var='date'>20</var>, <var data-var='time'>21:31</var> PDT Resolved - AWS has confirmed full recovery of their services, and Twilio has also reported full restoration of functionality. All Spruce systems are operating normally. The inbox, calls, secure messaging, video visits, faxes, and SMS are functioning as expected, and notifications are being delivered in real time. With all systems stable and fully operational, we are considering this incident resolved. Summary: From 11:57 PM PDT on October 19 to 2:25 PM PDT on October 20, Spruce experienced platform-wide instability caused by a widespread AWS outage and a concurrent Twilio disruption. Three separate windows resulted in major outages when most Spruce services were unavailable: - 00:04 AM → 02:23 AM PDT - 07:12 AM → 08:04 AM PDT - 11:42 AM → 11:52 AM PDT During other periods, the platform was in a partial outage state, where functionality was degraded but not entirely down. The incident impacted the following areas of Spruce: - Inbox loading and conversation access - Sending and receiving secure messages, SMS, faxes, and emails - Call handling and voicemail - Video visits - Public API We will follow up with a detailed postmortem outlining root causes and mitigations.Oct <var data-var='date'>20</var>, <var data-var='time'>14:35</var> PDT Update - We are seeing continued signs of recovery from AWS. Our push notification delivery system has caught up, and the Spruce Backup System has completed processing all pending notifications. Search-related events have also caught up, and the system is now running at its intended capacity to fully process requests. We are reviewing patient and provider accounts created during the outage period to ensure that all data is intact and consistent. Our communication infrastructure provider, Twilio, which also depends on AWS, continues to work toward full recovery. As they restore their services, inbound and outbound SMS may still experience delays, and call connections may occasionally be impacted. We are closely monitoring the recovery of both AWS and Twilio to ensure that Spruce remains fully operational and stable.Oct <var data-var='date'>20</var>, <var data-var='time'>12:50</var> PDT Update - Our systems are no longer experiencing delays in processing call events, outbound SMS, faxes, or emails. We have caught up on the backlog, and any previously delayed items should now appear in the inbox with a “delayed message” indicator. AWS has reported early signs of recovery, and we are also observing an increase in our system capacity as a result of prior scaling efforts. At this time, the Spruce inbox remains fully functional. Calls, secure messages, video visits, and related events are operating normally, and call events, emails, faxes, and SMS messages should now be delivered in a timely manner. There are still delays in processing push notifications and a backlog of search-related events. As a result, some users may experience delayed or missing push notifications, and search results or contact lists may appear stale or out of date. We are monitoring both areas closely to ensure that they continue to process and catch up over time. The backup system has been turned off now that there are no longer delays in processing inbound or outbound events. We will continue to closely monitor the situation to ensure the platform remains stable and fully restored.Oct <var data-var='date'>20</var>, <var data-var='time'>11:30</var> PDT Update - The Spruce inbox remains operational, and you can continue to make and receive calls, exchange secure messages, and conduct video visits. We are, however, experiencing additional delays in processing certain system events due to new issues reported by our cloud provider, AWS. Another part of their infrastructure that Spruce depends on has been impacted. • Push notifications: There is a delay in processing push notifications, which may prevent patients and providers from receiving real-time alerts for new messages or updates. • Backup system events: There is a delay in processing Spruce Backup system events, resulting in delayed delivery of email and SMS notifications related to inbound SMS and calls. In relative good news, we’ve been able to fully catch up and remain up to date with inbound SMS, email, and fax processing. Our team is now working to catch up on outbound SMS, call events, fax, and email in a similar manner. AWS continues to provide updates, but none have indicated signs of recovery yet. We are continuing to closely monitor the situation and will share updates as they become available.Oct <var data-var='date'>20</var>, <var data-var='time'>10:37</var> PDT Update - The Spruce inbox, as well as the ability to make and receive calls, send and receive secure messages, and conduct video visits, all remain currently functional. There continue to be significant, multi-hour delays in processing inbound and outbound call events, SMS messages, faxes, emails, and search-related updates. These delays have persisted for some time, and we are unable to increase processing capacity given the ongoing issues with our cloud provider, AWS. We are continuing to closely monitor the situation. While AWS has been providing updates, none have indicated signs of recovery. As a result, we cannot guarantee that services will remain stable until more progress is reported.Oct <var data-var='date'>20</var>, <var data-var='time'>08:45</var> PDT Update - As of 8:05 AM PT, the Spruce inbox is loading and operational. Inbound and outbound calls, as well as video visits, are currently functional. There continue to be delays in processing inbound and outbound call events, SMS messages, faxes, and emails. Please note that AWS, our cloud provider, has not yet provided an update on their recovery. As a result, platform stability cannot be guaranteed at this time. We are continuing to monitor the situation closely and will share updates as they become available.Oct <var data-var='date'>20</var>, <var data-var='time'>07:58</var> PDT Update - Our cloud provider (AWS) is currently experiencing widespread issues that are impacting the availability and performance of the Spruce platform. We are closely monitoring the situation and working to restore full functionality. At this time, you may experience disruptions across multiple areas of Spruce, including loading the inbox, sending and receiving messages, calls, SMS, faxes, and video visits. Some features may work intermittently or with delays.Oct <var data-var='date'>20</var>, <var data-var='time'>07:28</var> PDT Update - We have enabled the Spruce backup system (second time around during this incident) as of 7:21am PT. The backup system will help notify those that have subscribed to updates of any incoming calls and texts. You can learn more about the backup system here: https://help.sprucehealth.com/hc/en-us/articles/23003270604699-Spruce-Backup-System The Spruce inbox is intermittently loading at the moment.Oct <var data-var='date'>20</var>, <var data-var='time'>07:17</var> PDT Update - Our cloud provider AWS continues to experience operational issues which is delaying our recovery. Our system is currently working at partial capacity in servicing requests. Outbound fax and SMS are delayed. Inbound and outbound calls are functional without guarantees of full recovery yet. In general, you will continue to experience intermittent issues with Spruce given the limited capacity in which the platform is being serviced.Oct <var data-var='date'>20</var>, <var data-var='time'>06:14</var> PDT Update - We're seeing recovery across all systems. Our telephony partner is still reporting that there could be elevated rates of dropped calls, and that SMS may be delayed, but the majority of calls and SMS are now working normally. We will continue to provide updated information here as it becomes available.Oct <var data-var='date'>20</var>, <var data-var='time'>04:55</var> PDT Monitoring - We're seeing strong signs of recovery. Phone and video calls are now functional, and most users can once again send and receive SMS messages. Some delays in receiving SMS messages may still occur as our telephony partner continues their recovery efforts. Our team is closely monitoring the situation and will share additional updates as more information becomes available.Oct <var data-var='date'>20</var>, <var data-var='time'>03:33</var> PDT Identified - AWS has restored most service, and our telephony partner is beginning to restore service. The Spruce inbox is now accessible and secure messaging is working. Phone and SMS continue to be impacted. At this time we still expect that SMS sent and received during the outage will be delivered after our telephony partner's service has been restored.Oct <var data-var='date'>20</var>, <var data-var='time'>02:06</var> PDT Update - We are continuing to investigate workarounds, however our telephony infrastructure partner is also affected by the major AWS outage and as such cannot deliver phone calls or SMS to our system, so we cannot provide the typical backup system coverage that we are normally able to provide during a Spruce outage. AWS has reported that they have identified the root cause of the issue and are working on a resolution.Oct <var data-var='date'>20</var>, <var data-var='time'>00:41</var> PDT Investigating - Our cloud provider AWS is experiencing a major outage that is affecting the ability to log into Spruce, and for us to route phone calls. All messages received during this time will be delivered when the system recovers. We are currently investigating the full impact.

[RESOLVED] Cloud Provider (AWS) Outage

Sep <var data-var='date'>17</var>, <var data-var='time'>21:30</var> PDT Completed - The scheduled maintenance has been completed.Sep <var data-var='date'>17</var>, <var data-var='time'>21:07</var> PDT Verifying - The webhook upgrade has been completed. Webhook deliveries and API endpoints should now be functioning normally. We are monitoring closely to ensure stability.Sep <var data-var='date'>17</var>, <var data-var='time'>19:30</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Sep <var data-var='date'>10</var>, <var data-var='time'>14:35</var> PDT Scheduled - We will be upgrading the backend systems that power webhook delivery for the Spruce platform on September 17, 2025, between 7:30PM and 9:30PM PT. During this maintenance window, webhook deliveries may be delayed and the webhook API endpoints will be intermittently unavailable. A member of our engineering team will be online and closely monitoring throughout to ensure a smooth upgrade. Impact during this window: • Webhook event processing may be delayed. • Webhook API endpoints may be unavailable at times, including the ability to: • List, create, delete, or retrieve webhook destination endpoints • List events for an endpoint • Pause or resume a webhook destination endpoint All other services will remain available and unaffected.

Webhooks Component Upgrade

Jun <var data-var='date'>18</var>, <var data-var='time'>12:50</var> PDT Resolved - This issue has been resolved.Jun <var data-var='date'>18</var>, <var data-var='time'>08:11</var> PDT Monitoring - We have identified and fixed an issue with transferring calls to internal extensions where the call would be dropped. The call transfer failures began around 4:50 A.M. PDT and resolved around 7:50 A.M. PDT. These errors only occurred for transfers to extensions. Transfers to full 10 digit numbers continued to work properly. We are continuing to monitor the situation and expect transfers to extensions to be working correctly now.

Call transfer to extension failures

Jun <var data-var='date'> 5</var>, <var data-var='time'>12:27</var> PDT Resolved - The issue has been fully resolved, and we are no longer observing any SMS message delivery failures. Impacted message delivery occurred between 4:00 AM PT and approximately 11:00 AM PT on June 5, 2025. All systems are now operating normally. We appreciate your patience and understanding.Jun <var data-var='date'> 5</var>, <var data-var='time'>11:00</var> PDT Monitoring - SMS delivery failures are down and our telephony partner is working on resolving any final issues. We continue to monitor the situation and will update when full resolved.Jun <var data-var='date'> 5</var>, <var data-var='time'>09:54</var> PDT Identified - Our telephony infrastructure partner has identified this to be a platform wide issue on their end. That being said, we are seeing a reduced rate of SMS delivery failures in the last hour. We're continuing to monitor the incident and are in active collaboration with our telephony partner to ensure that SMS delivery failures are under the expected limits.Jun <var data-var='date'> 5</var>, <var data-var='time'>09:16</var> PDT Investigating - As of 4:00 AM PT on June 5, 2025, we began observing issues with outbound SMS delivery affecting a subset of customers. This disruption is also impacting the delivery of verification codes required for account creation and login, and may be preventing the successful sending of secure messaging invites. Our engineering team is actively investigating the root cause. We will share updates here as we learn more.

Delivery Failures for Outbound SMS, Verification Codes & Invites

Apr <var data-var='date'> 1</var>, <var data-var='time'>07:41</var> PDT Resolved - The system is operating as normal. Our telecommunications infrastructure partner has informed us that the issue with inbound SMS messages from the AT&T Network to a subset of Spruce phone numbers has been resolved. It began March 28, 2025 around 8:45 PT and was resolved March 31, 2025 around 1:00 PT. We will continue to monitor.Mar <var data-var='date'>31</var>, <var data-var='time'>14:02</var> PDT Monitoring - We are observing successful SMS delivery when sending messages from the AT&T Network. We will continue to monitor to ensure full service recovery.Mar <var data-var='date'>31</var>, <var data-var='time'>09:20</var> PDT Identified - The issue has been acknowledged by our telecommunications infrastructure partner and they are actively collaborating with AT&T on resolving this issue.Mar <var data-var='date'>28</var>, <var data-var='time'>08:45</var> PDT Investigating - Our telecommunications infrastructure partner has confirmed an issue in receiving SMS from AT&T mobile users in some cases. They are actively collaborating with AT&T to resolve this issue. This issue started on March 28, 2025 around 8:45 PT and is ongoing.

[Resolved] SMS Delivery Failures from AT&T Network to a subset of Spruce Phone Numbers

Mar <var data-var='date'>31</var>, <var data-var='time'>12:09</var> PDT Resolved - Our partner has resolved the issue. All inbound and outbound phone calls are expected to operate normally.Mar <var data-var='date'>31</var>, <var data-var='time'>10:31</var> PDT Monitoring - Our telecommunications provider has implemented a fix, and we started seeing improvements around 9:45am PT. We are continuing to monitor the situation.Mar <var data-var='date'>31</var>, <var data-var='time'>08:10</var> PDT Identified - Our telecommunications partner is experiencing issues with call routing. This has resulted in the inability to make or receive calls for some Spruce users. This issue started on March 31, 2025 around 8:10 A.M. PT and is ongoing.

Intermittent call failures

Mar <var data-var='date'>17</var>, <var data-var='time'>02:38</var> PDT Completed - We have completed the database updates for the night. Everything went fairly smoothly and the system is full operational based on our monitoring. We experienced two brief periods of outages: - 01:52:00 am PT - 02:00:00 am PT - 02:07:15 am PT - 02:16:30 am PT Users might have been unable to log in, access their inbox and contacts, experienced delivery delays for SMS and FAX messages, and inbound/outbound call disruptions during that time. We did our best to keep those windows as short as possible. During the upgrade, we enabled the Backup System to ensure organizations continued receiving notifications for inbound activity. Now that the maintenance is complete, the primary systems are fully restored, and the Backup System is no longer needed for this purpose. Thank you for your patience, and if you have any questions, please email us at support@sprucehealth.com or write into your Spruce Support thread in app.Mar <var data-var='date'>17</var>, <var data-var='time'>01:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Mar <var data-var='date'> 6</var>, <var data-var='time'>06:21</var> PST Scheduled - We will be upgrading our family of databases on March 17 between 1AM PT and 3AM PT. We expect brief periods (likely 2-5 minutes) of outages as we upgrade the core databases during this window. We will be starting with non-critical databases, ensuring that all is good, and then moving over to the critical databases during this time. A member of our engineering team will be online and closely monitoring the system to ensure smooth functioning as we upgrade the series of databases. During this maintenance window, users may be unable to log in, see all contacts, access their inbox, and experience delivery delays for FAX and SMS messages for brief 2-5 minute periods. Inbound/outbound calls may also be impacted during this time. We will do our best to keep these windows as short as possible. We will be activating the Backup System while upgrading the critical databases to ensure that organizations are notified of inbound activity during this time. Please sign up for notifications from the Backup System under Settings > Backup System in the Spruce app, if you haven’t already. We will update this page as we are making progress on the database updates.

Mar <var data-var='date'>11</var>, <var data-var='time'>15:20</var> PDT Resolved - The Spruce application was inaccessible across desktop, web, iOS, and Android from 11:48 AM PT to 12:02 PM PT on March 11, 2025 due to an unexpected database issue. User Impact during this time: - The Spruce Inbox was unavailable to patients and providers - Outbound calls, SMS, video calls, and secure messages failed - Inbound calls failed with an error message to the caller. Most call events were delivered to the Inbox with a 10-15 minute delay, but a few were not and are being manually addressed - Inbound SMS and faxes were delayed by a 10-15 minutes We are working with our cloud infrastructure provider to determine the root cause of the database issue and exploring ways to prevent similar incidents in the future.Mar <var data-var='date'>11</var>, <var data-var='time'>12:18</var> PDT Monitoring - The platform has recovered and we are continuing to monitor.Mar <var data-var='date'>11</var>, <var data-var='time'>11:48</var> PDT Investigating - We are investigating an issue with unavailability of the Spruce platform

[RESOLVED] Spruce inbox inaccessible; inbound calls impacted

Feb <var data-var='date'>19</var>, <var data-var='time'>07:49</var> PST Resolved - We have more reports coming in of successful call routing to Spruce phone numbers with 317 area code. We're considering this incident resolved. If you continue to experience issues with callers unable to reach your 317 area code Spruce phone numbers, please don't hesitate to reach out to us at support@sprucehealth.com or via the Spruce Support conversation in-app.Feb <var data-var='date'>18</var>, <var data-var='time'>16:28</var> PST Monitoring - We've been working closely with our telecommunication infrastructure provider to get this issue resolved. As of 1:35pm PT today (February 18), we have started to see recovery with multiple practices confirming that calls that were previously are successfully routing to their Spruce phone number. We're continuing to monitor the situation to ensure it is fully resolved before considering this incident closed. We're also working with our telecommunications partner to understand the true root cause of the issue here.Feb <var data-var='date'>17</var>, <var data-var='time'>18:04</var> PST Identified - We're continuing to work with our telecommunications partner to get to the bottom of the call issues here. We'll provide an update tomorrow (February 18) once we have an update from them.Feb <var data-var='date'>13</var>, <var data-var='time'>12:00</var> PST Investigating - We have been receiving multiple reports of users unable to reach Spruce phone numbers with area code 317. When dialing a 317-based Spruce phone number, the caller hears an automated message such as "Your call cannot be completed at this time." We received the first report of this issue on February 13. The impact of this issue is as follows: - Some providers are unable to make outbound calls via their Spruce phone number - Some patients are unable to reach Spruce phone numbers with are a code 317 If you're experiencing any such outbound/inbound call issues, please don't hesitate to reach out in-app via Spruce Support or email us at support@sprucehealth.com We're actively working with our telecommunication infrastructure provider to get to bottom of this issue.

[RESOLVED] Users unable to reach Spruce phone numbers with area code 317

Feb <var data-var='date'> 7</var>, <var data-var='time'>22:00</var> PST Completed - The scheduled maintenance has been completed.Feb <var data-var='date'> 7</var>, <var data-var='time'>21:00</var> PST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Feb <var data-var='date'> 7</var>, <var data-var='time'>12:40</var> PST Scheduled - We will be upgrading a core databases on Feb 7 between 9pm PT and 10pm PT. We expect brief periods (likely 2-4 minutes) of outages during this window. A member of our engineering team will be online and closely monitoring the system to ensure smooth functioning as we upgrade the databases.

Database maintenance

Feb <var data-var='date'> 3</var>, <var data-var='time'>04:26</var> PST Resolved - The issue preventing contact lists from loading for providers on Spruce has been resolved. Contacts are now loading as expected, and search remains fully functional. We appreciate your patience while we worked on the fix. If you continue to experience issues with contacts loading, please don't hesitate to reach out over the Support thread in-app or via email at support@sprucehealth.com.Feb <var data-var='date'> 2</var>, <var data-var='time'>09:36</var> PST Identified - We have identified an issue where contact lists are not loading for providers on Spruce. You can still search for all your contacts. We are working to resolve the issue but it will take us a few hours to put a fix in place. We will update this page as soon as we have a fix in place and have confirmed that contacts load.

Contacts not loading, search functional

Jan <var data-var='date'>13</var>, <var data-var='time'>16:12</var> PST Resolved - If you continue to experience deliverability issues with SMS, please don't hesitate to reach out over the Support thread in-app or via email at support@sprucehealth.com.Jan <var data-var='date'>13</var>, <var data-var='time'>15:13</var> PST Monitoring - The issue here was with our telecommunications infrastructure partner that was experiencing delivery failures to a subset of phone numbers across multiple networks. They have reported that the issue is now resolved and they are seeing successful delivery of SMS messages to networks. We're continuing to work closely with them to ensure that the issue is truly resolved. If you continue to experience deliverability issues with SMS, please don't hesitate to reach out over the Support thread in-app or via email at support@sprucehealth.com.Jan <var data-var='date'>13</var>, <var data-var='time'>13:48</var> PST Investigating - We are investigating an issue with outbound SMS, including verification codes. We will keep this ticket up to date as we learn more.

[RESOLVED] SMS Deliverability issues impacting outbound SMS and verification codes

Nov <var data-var='date'> 4</var>, <var data-var='time'>13:35</var> PST Resolved - The system is operating as normal. This seems to have been an intermittent underlying issue with our telecom infrastructure provider which we are continuing to investigate and requesting updates on.Nov <var data-var='date'> 4</var>, <var data-var='time'>10:41</var> PST Monitoring - The issue was temporary and lasted from 10:12 am PT to 10:21 am PT. During this time, inbound and outbound calls were impacted for some organizations where inbound calls likely failed and a corresponding failed call events were posted. Outbound calls were also likely impacted for some organizations. Any inbound/outbound SMS, if delayed were eventually processed. We are continuing to monitor the situation to ensure that the platform is functioning normally. We are also continuing to investigate what caused the issue and how we can improve it for the future.Nov <var data-var='date'> 4</var>, <var data-var='time'>10:24</var> PST Investigating - As of 10:12am PT, we are seeing calls and SMS impacted where inbound and outbound calls may be failing and SMS may be delayed. We're actively investigating this issue.

[RESOLVED] Calls and SMS impacted

Oct <var data-var='date'>25</var>, <var data-var='time'>09:32</var> PDT Resolved - Search latency is back to a normal state as of 2am PT / 5 am ET October 25, 2024. We have a good understanding of what happened here and are looking into ways we can reduce the likelihood of a similar situation in the future. Customer impact was from ~12pm PT / 3pm ET on October 24, 2024 to 2am PT / 5 am ET where search results were stale for conversation, contact and contact list querying. There was no impact to the Spruce inbox, exchanging of calls, SMS, secure messaging, email, video calls or fax on the platform.Oct <var data-var='date'>24</var>, <var data-var='time'>17:47</var> PDT Identified - We have identified the issue and are working through a plan to fully resolve the issue. The latency for updates in the system to show up in the search results is ~15 minutes. We're working to see how we can improve this and fully resolve the issue.Oct <var data-var='date'>24</var>, <var data-var='time'>12:00</var> PDT Investigating - We're seeing elevated latencies in indexing contacts, conversations and messages for the purpose of searching. This is resulting in potentially stale search results being returned when searching for contacts, conversations and messages or even when loading contact lists. This issue started around 12pm PT / 3pm ET and is ongoing. We're actively investigating the issue and will post updates here as soon as we have them. There is no impact to loading the Spruce inbox, making/receiving calls, exchanging SMS, email or fax on Spruce.

Stale search results when searching for contacts, conversations or messages

Sep <var data-var='date'>25</var>, <var data-var='time'>10:36</var> PDT Resolved - This incident has been resolved.Sep <var data-var='date'>25</var>, <var data-var='time'>10:04</var> PDT Update - This issue has since been resolved but we are monitoring the situation as everything returns to normal.Sep <var data-var='date'>25</var>, <var data-var='time'>09:41</var> PDT Monitoring - We identified an issue causing unavailability of SMS, calls, fax and loading of the inbox. We are investigating a resolution.

Spruce experiencing issues with calls, SMS and loading inbox.

Sep <var data-var='date'> 3</var>, <var data-var='time'>11:17</var> PDT Resolved - The system has recovered after the increase capacity. There should no longer be a delay in messages showing up in the Spruce inbox. The customer impact was from 07:20 PT - 10:40 PT on Sept 3 2024.Sep <var data-var='date'> 3</var>, <var data-var='time'>10:53</var> PDT Monitoring - We have increased the capacity of the system to reduce the delay in messages showing up in the Spruce inbox. The increased capacity has resulted in recovery where messages are now showing up in the inbox in a timely fashion. We're continuing to monitor the system to ensure normal operations while also leaving the increased capacity in place.Sep <var data-var='date'> 3</var>, <var data-var='time'>07:20</var> PDT Investigating - Some providers and patients may be experiencing a delay in messages showing up in the Spruce inbox. There is no impact to making/receiving calls, video calls, or sending messages.

[RESOLVED] Messages delayed to Spruce Inbox

Aug <var data-var='date'> 7</var>, <var data-var='time'>08:07</var> PDT Resolved - The root cause of this outage was the deployment of new code that attempted to manage the transferring of calls to international numbers. The code incorrectly made the assumption that the “to” identifier for the transfer was always a phone number and attempted to parse it as such. In reality this “to” information can also be SIP and Client identifiers. Failing to parse the numbers and treating that failure as a hard failure for the call resulted in the transfer flows failing.Aug <var data-var='date'> 7</var>, <var data-var='time'>07:12</var> PDT Identified - From 5:03 AM PT to 7:56 AM PT on August 7, 2024, call transfers from VoIP desk phones failed to complete and resulted in an error being reported to the user initiating the call transfer. No other inbound/outbound calls were impacted during this time. The rest of the platform continued to operate as intended.

[RESOLVED] Call transfers from VoIP desk phones not working

May <var data-var='date'> 1</var>, <var data-var='time'>12:26</var> PDT Resolved - The system is operating normally and the inbox is accessible now. There was no impact to inbound calls, fax or SMS. As the Spruce app was inaccessible, patients and providers likely could not send a message, engage in a video call or make an outbound call.May <var data-var='date'> 1</var>, <var data-var='time'>12:26</var> PDT Update - The system is operating normally and the inbox is accessible now. There was no impact to inbound calls, fax or SMS. As the Spruce app was inaccessible, patients and providers likely could not send a message, engage in a video call or make an outbound call. Impact was from 11:39am PT - 11:51am PT on May 1 2024.May <var data-var='date'> 1</var>, <var data-var='time'>12:01</var> PDT Monitoring - We started to see recovery as of 11:50am PT where the inbox was accessible for users. We're continuing to monitor the situation to ensure that the platform remains operational.May <var data-var='date'> 1</var>, <var data-var='time'>11:52</var> PDT Identified - We have identified the issue and are working to resolve the issue as we speak. Inbound calls are not impacted. Outbound calls may be impacted.May <var data-var='date'> 1</var>, <var data-var='time'>11:47</var> PDT Investigating - We are investigating an issue with the Spruce inbox failing to load.

Spruce inbox failing to load

Apr <var data-var='date'>22</var>, <var data-var='time'>11:32</var> PDT Resolved - Our telecommunications infrastructure provider has confirmed that the system is fully operational now. Inbound and outbound calls for many customers were impacted between 7:15am PT and 10:30 am PT on April 22, 2024. All call events, including any voicemails, should be in the Spruce inbox. We apologize for the disruption this issue may have caused to your practice operations. We're working closely with our telecommunications provider to identify the root cause of the issue and engage with them in ways to reduce the likelihood of such an issue from occurring again.Apr <var data-var='date'>22</var>, <var data-var='time'>08:55</var> PDT Monitoring - Our telecommunications infrastructure provider identified the problem to be a scaling issue. They have scaled their resources appropriately and are starting to see recovery on their end. In our testing, inbound and outbound calls seem to be working now. It will likely take a few more minutes for inbound and outbound calls to work for all customers. We'll continue to monitor the situation and post an update here.Apr <var data-var='date'>22</var>, <var data-var='time'>08:04</var> PDT Update - Our telecommunications infrastructure provider has acknowledged that this is an issue on their end. Their engineering team is actively looking into the issue. We are in close contact with them and will continue to update this incident page as soon as we have another update to share.Apr <var data-var='date'>22</var>, <var data-var='time'>07:55</var> PDT Investigating - We are receiving multiple reports of practices being unable to hear the other party on inbound and outbound calls. We are actively investigating the issue and will keep this incident page updated as we have updates to share.

Is Spruce Health down?

Spruce Health status is UP

Lastest published events

[RESOLVED] Delayed inbound messages (call, sms, email, fax)

Intermittent service issues

Database Upgrade

Spruce Health Services, Components and Regions

Recent Spruce Health events

[RESOLVED] Delayed inbound messages (call, sms, email, fax)

Intermittent service issues

Database Upgrade

Issue with outbound faxes

Issue with media in inbound MMS from AT&T

Spruce platform issues

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Is Spruce Health down?

Spruce Health status is UP

Lastest published events

[RESOLVED] Delayed inbound messages (call, sms, email, fax)

Intermittent service issues

Database Upgrade

Spruce Health Services, Components and Regions

Recent Spruce Health events

[RESOLVED] Delayed inbound messages (call, sms, email, fax)

Intermittent service issues

Database Upgrade

Issue with outbound faxes

Issue with media in inbound MMS from AT&T

Spruce platform issues

Get your FREE account now,5 monitors included!

Get your FREE account now,
5 monitors included!