Aug <var data-var='date'>26</var>, <var data-var='time'>11:40</var> EDT Resolved - The issues relating to failing to establish calls and outbound dialing are now resolved. We apologize for the inconvenience this outage has caused and thank you for your patience and understanding. Aug <var data-var='date'>26</var>, <var data-var='time'>11:10</var> EDT Monitoring - Our engineers have confirmed that outbound dialing service issues have been resolved. We will continue to monitor for stability Aug <var data-var='date'>26</var>, <var data-var='time'>10:44</var> EDT Investigating - We are currently investigating reports that some clients are experiencing Failed to Establish calls, or issues placing outbound calls. Our engineers are looking into this and working on resolving this quickly. We apologize for the inconvenience and appreciate your patience while we working on a resolution.

Failed to Establish Calls

Aug <var data-var='date'>21</var>, <var data-var='time'>09:51</var> EDT Resolved - The performance issue affecting VanillaSoft has been fully resolved. Following the changes implemented by our engineering team, the platform has remained stable and is operating normally. Thank you for your patience and understanding while we worked to resolve this issue. Aug <var data-var='date'>21</var>, <var data-var='time'>09:19</var> EDT Monitoring - Our engineers were able to quickly identify the root cause and implement the necessary changes to restore VanillaSoft to normal operation. Services are currently operational, and we are continuing to monitor performance closely to ensure stability. Thank you for your patience while we worked to resolve this issue. We will provide a final update once monitoring is complete. Aug <var data-var='date'>21</var>, <var data-var='time'>09:10</var> EDT Investigating - We are currently investigating reports of VanillaSoft responding slowly or becoming unresponsive for some users. Our teams are actively working to identify the cause and restore normal performance as quickly as possible. We apologize for the disruption and appreciate your patience. We will provide additional updates as more information becomes available.

VanillaSoft Performance Issues affecting some users

Aug <var data-var='date'> 4</var>, <var data-var='time'>10:59</var> EDT Resolved - The issue causing "Failed to Establish" errors on softphones has been fully resolved. Our team has completed monitoring, and service has remained stable. Customers should now be able to place and receive calls normally without interruption. We appreciate your patience and understanding while we investigated and resolved this issue. Aug <var data-var='date'> 4</var>, <var data-var='time'>09:50</var> EDT Monitoring - A fix has been implemented, and the "Failed to Establish" errors affecting some customers have been resolved. Services have been restored, and customers should now be able to place and receive calls normally using their softphones. Our team will continue to closely monitor the platform to ensure stability and will provide any further updates if necessary. Thank you for your patience while we worked to resolve this issue. Aug <var data-var='date'> 4</var>, <var data-var='time'>09:29</var> EDT Investigating - We are currently investigating reports that some customers may be experiencing "Failed to Establish" errors when attempting to place or receive calls using their softphone. Our team is actively working to identify the root cause and determine the scope of the issue. Customers may experience intermittent difficulties connecting calls while this investigation is underway. We apologize for the inconvenience and appreciate your patience. We will provide additional updates as soon as more information becomes available.

Some Clients getting "Failed to Establish" Errors on their softphones

Jul <var data-var='date'>29</var>, <var data-var='time'>13:20</var> EDT Resolved - Our Engineering team has confirmed that this incident has been fully resolved. Following the deployment of the fix and additional stability improvements, services have remained stable throughout the monitoring period. Call services are all operating normally. We sincerely apologize for the disruption and thank you for your patience and understanding while we worked to restore service. Jul <var data-var='date'>29</var>, <var data-var='time'>12:49</var> EDT Update - Our Engineering team has implemented additional improvements to further enhance service stability. The environment remains stable, and we are continuing to closely monitor performance to validate the effectiveness of these changes. At this time, call functionality, SMS messaging, and Voicemail Drop (VM Drop) services remain available. We appreciate your continued patience and will provide another update if there are any significant developments. Jul <var data-var='date'>29</var>, <var data-var='time'>11:37</var> EDT Monitoring - Our Engineering team has deployed a fix, and services have been restored. At this time, call functionality, SMS messaging, and Voicemail Drop (VM Drop) services are back online and operating normally. We will continue to closely monitor the environment to ensure platform stability and verify that all services remain healthy. Thank you for your patience and understanding while we worked to resolve this issue. We will provide further updates if any additional information becomes available. Jul <var data-var='date'>29</var>, <var data-var='time'>11:28</var> EDT Update - Our Engineering and VoIP Operations teams continue to actively investigate the issue impacting "Failed to Establish Call" errors. At this time, the issue remains under investigation and may continue to affect: Call initiation and connectivity SMS message delivery Voicemail Drop (VM Drop) functionality Our teams are working to identify the root cause and restore full service as quickly as possible. We understand the impact this incident is having on your business and appreciate your continued patience. We will provide another update within 30 minutes, or sooner if significant progress is made. Jul <var data-var='date'>29</var>, <var data-var='time'>11:00</var> EDT Investigating - We are currently investigating reports that some customers are experiencing "Failed to Establish Call" errors when attempting to place or receive calls through the VanillaSoft platform. In addition to call failures, this issue may also impact: SMS message delivery Voicemail Drop (VM Drop) functionality Our Engineering and VoIP Operations teams are actively investigating the root cause and working to restore all affected services as quickly as possible. We understand the impact this may have on your business and sincerely apologize for the disruption. We will continue to provide updates as more information becomes available. Next Update: Within 30 minutes, or sooner if significant progress is made.

Jul <var data-var='date'>24</var>, <var data-var='time'>13:24</var> EDT Resolved - Our engineering team has confirmed that the latency issues affecting the VanillaSoft CRM platform have been resolved. Jul <var data-var='date'>24</var>, <var data-var='time'>11:07</var> EDT Monitoring - Our engineering team has confirmed that the latency issues affecting the VanillaSoft CRM platform have been resolved. Platform performance has returned to normal, and we will continue to monitor the environment to ensure ongoing stability. If you continue to experience any performance issues, please contact Customer Support so we can investigate further. Thank you for your patience and understanding while we worked to resolve this issue. Jul <var data-var='date'>24</var>, <var data-var='time'>10:23</var> EDT Investigating - We are currently investigating reports that some customers are unable to log in to the VanillaSoft CRM platform. Users may also experience the platform becoming unresponsive or receiving errors while attempting to access the application. Our Engineering and Operations teams are actively investigating the root cause and are working to restore full service as quickly as possible. We understand the impact this is having on your business and sincerely apologize for the disruption. We will provide another update as soon as additional information becomes available. Next Update: Within 30 minutes, or sooner if significant progress is made.

Vanillasoft Platform Not Responding / Login Issues

Jul <var data-var='date'>24</var>, <var data-var='time'>10:07</var> EDT Resolved - Our Engineering team has confirmed that the issues affecting login, contact navigation, search functionality, and intermittent latency have been fully resolved. We will continue to monitor the environment to ensure ongoing platform stability, but at this time all services are operating normally. If you continue to experience any issues, please contact Customer Support for assistance. Thank you for your patience and understanding while we worked to resolve this incident. Jul <var data-var='date'>24</var>, <var data-var='time'>09:19</var> EDT Monitoring - Our Engineering team has implemented changes that have restored the affected services. At this time: Log in to VanillaSoft has been restored. Contact navigation and search functionality have been restored. We will continue to closely monitor the environment, as some users may still experience intermittent latency while we ensure the platform remains stable. Thank you for your patience and understanding while we worked to restore service. Further updates will be provided if there are any significant changes. Jul <var data-var='date'>24</var>, <var data-var='time'>08:54</var> EDT Identified - We have confirmed that users are once again able to log in to VanillaSoft. While access to the platform has been restored, some users may continue to experience intermittent latency or slower-than-normal performance as our Engineering team continues to work toward a full resolution. We appreciate your patience as we monitor the environment and implement additional improvements. We will provide another update as soon as more information becomes available. Jul <var data-var='date'>24</var>, <var data-var='time'>08:30</var> EDT Investigating - We are currently investigating reports that some clients are experiencing issues logging into VanillaSoft or navigating within the application after logging in. Our Engineering and Operations teams are actively working to identify the root cause and restore normal service as quickly as possible. We understand the impact this may have on your business and appreciate your patience while our teams investigate. We will provide another update as soon as more information becomes available. Next Update: Within 30 minutes, or sooner if new information becomes available. Thank you for your patience and understanding.

Some Clients Unable to Log Into Vanillasoft or Navigate within the CRM

Jul <var data-var='date'>21</var>, <var data-var='time'>09:29</var> EDT Resolved - The performance incident affecting the VanillaSoft platform has been fully resolved. Following the successful deployment of the fix and a period of monitoring, platform performance has remained stable and the latency and slowness issues have been resolved. If you experience any unexpected issues related to this incident, please contact our Customer Support team and we will be happy to assist. We sincerely apologize for the disruption this issue caused and thank you for your patience and understanding while we worked to restore normal service. Jul <var data-var='date'>21</var>, <var data-var='time'>05:54</var> EDT Monitoring - A fix was successfully deployed overnight to address the latency and performance issues affecting the VanillaSoft platform. Performance has returned to normal, and our Engineering and Infrastructure teams will continue to closely monitor the platform to ensure ongoing stability. If you continue to experience any issues, please contact our Customer Support team so we can investigate promptly. Thank you for your patience and understanding throughout this incident. Jul <var data-var='date'>20</var>, <var data-var='time'>16:50</var> EDT Update - Tonight, the team will be deploying an update to the Vanillasoft database. To safely implement these upgrades, we will need to take Vanillasoft offline temporarily. During this 20-minute maintenance window, the entire Vanillasoft platform will be unavailable. Maintenance Window Date: Monday, July 20th Start: 11:50 pm EDT | 8:50 pm PDT End: 12:10 am EDT (Tuesday) | 9:10 pm PDT This maintenance will address the slowdowns experienced following the weekend update. We apologize for the interruption in services. We appreciate your continued partnership. Jul <var data-var='date'>20</var>, <var data-var='time'>13:33</var> EDT Identified - Our Engineering and Infrastructure teams have identified the root cause of the performance issues affecting the VanillaSoft platform. The team is currently deploying a fix to restore normal platform performance. During this time, customers may continue to experience intermittent slowness and increased latency while navigating the application and performing actions. We understand the impact this incident has had on your business and appreciate your patience while we work to fully resolve the issue. We will provide another update once the deployment has been completed or if there are any significant changes. Thank you for your continued patience and understanding. Jul <var data-var='date'>20</var>, <var data-var='time'>11:23</var> EDT Update - Our Engineering and Infrastructure teams continue to actively investigate the performance issues impacting the VanillaSoft platform. At this time, the platform remains functional; however, customers may continue to experience slowness, increased latency while navigating the application, and delays when performing actions. We understand the impact these performance issues are having on your operations and appreciate your patience as we work toward a resolution. There is currently no estimated time to resolution (ETA). Our teams are treating this as a high priority and are working as quickly as possible to identify the root cause and restore normal platform performance. We will continue to provide updates as soon as new information becomes available. Jul <var data-var='date'>20</var>, <var data-var='time'>11:21</var> EDT Update - Our Engineering and Infrastructure teams continue to actively investigate the performance issues impacting the VanillaSoft platform. At this time, the platform remains functional; however, customers may continue to experience slowness, increased latency while navigating the application, and delays when performing actions. We understand the impact these performance issues are having on your operations and appreciate your patience as we work toward a resolution. There is currently no estimated time to resolution (ETA). Our teams are treating this as a high priority and are working as quickly as possible to identify the root cause and restore normal platform performance. We will continue to provide updates as soon as new information becomes available. Jul <var data-var='date'>20</var>, <var data-var='time'>10:46</var> EDT Update - Our Engineering and Infrastructure teams continue to actively investigate the performance issues affecting the VanillaSoft platform. Customers may still experience intermittent slowness, increased latency while navigating the application, and delays when performing actions such as saving records or updating information. The team is actively analyzing the underlying cause and implementing corrective measures to restore normal performance as quickly as possible. We appreciate your patience and will provide another update as soon as additional information becomes available. Jul <var data-var='date'>20</var>, <var data-var='time'>10:29</var> EDT Investigating - We are currently investigating reports of slowness and latency affecting some customers on the VanillaSoft platform. Customers may experience: Slow page loads while navigating the application. Delays when opening records, lists, or campaigns. Increased response times when performing actions such as saving records, changing statuses, or completing other workflow activities. Occasional timeout messages or actions taking longer than expected to complete. Our Engineering and Infrastructure teams are actively investigating the issue and working to restore normal performance as quickly as possible. We will provide additional updates as more information becomes available. Thank you for your patience and understanding.

Latency/Slowness on Vanillasoft Platform

Jul <var data-var='date'>14</var>, <var data-var='time'>16:26</var> EDT Resolved - Monitoring has been completed, and platform performance has remained stable. All services are operating normally. The previously reported slowness, latency, timeout errors, and "VanillaSoft cannot respond right now. Please try again later." messages have been fully resolved. We appreciate your patience while our Development and Engineering teams investigated and resolved the issue. Thank you for your understanding. Status: Resolved Impact: No customer impact. All systems are operating normally. Current Action: Incident closed. Jul <var data-var='date'>14</var>, <var data-var='time'>15:32</var> EDT Monitoring - The performance degradation affecting a subset of VanillaSoft clients has now been resolved. Our Development and Engineering teams have implemented the necessary fixes, and service has returned to normal. Users should no longer experience the slowness, latency, timeout errors, or the message: "VanillaSoft cannot respond right now. Please try again later." We will continue to closely monitor the platform to ensure stability and promptly address any further issues should they arise. We sincerely apologize for any inconvenience this incident may have caused and appreciate your patience and understanding throughout the resolution process. Status: Resolved Impact: Service has been restored, and all systems are operating normally. Current Action: Ongoing monitoring to ensure continued platform stability. Jul <var data-var='date'>14</var>, <var data-var='time'>15:19</var> EDT Investigating - We are currently investigating reports of slowness and increased latency affecting a subset of VanillaSoft clients. Some users may experience slower-than-normal performance, timeout errors, or receive the message: "VanillaSoft cannot respond right now. Please try again later." Our Development and Engineering teams are actively investigating the root cause and working to restore normal performance as quickly as possible. We understand the impact this may have on your operations and appreciate your patience while we work toward a resolution. Status: Investigating Impact: Some clients may experience intermittent performance degradation and timeout errors. Next Update: We will provide another update as soon as additional information becomes available or sooner if there is a significant change.

Performance Degradation on the Vanillasoft CRM

Jul <var data-var='date'> 9</var>, <var data-var='time'>19:48</var> EDT Resolved - The service disruption impacting VoIP services, SMS deliverability, and VM Drops has now been fully resolved. All affected services have been restored and are operating normally. If you continue to experience any issues, please contact our Customer Support team during regular business hours so we can assist you. We sincerely apologize for the inconvenience and appreciate your patience and understanding while we worked to restore service. Jul <var data-var='date'> 9</var>, <var data-var='time'>19:41</var> EDT Monitoring - The earlier service disruption impacting VoIP services, SMS deliverability, and VM Drops has been resolved. Our teams are continuing to monitor the environment to ensure services remain stable. If you are still experiencing issues, please contact our Customer Support team during regular business hours for assistance. Thank you for your patience while we worked to resolve this issue. Jul <var data-var='date'> 9</var>, <var data-var='time'>19:25</var> EDT Investigating - We are currently experiencing a service disruption impacting our VoIP (Voice over IP) services. As a result, customers may experience: Inbound and outbound calling disruptions SMS message delivery delays or failures Voicemail Drop (VM Drop) service interruptions Our Engineering and Operations teams have been engaged and are actively investigating the root cause. This incident is being treated with the highest priority, and we are working diligently to restore full service as quickly as possible. We understand the impact this has on your business and sincerely apologize for the inconvenience. We will continue to provide updates as more information becomes available or as we make progress toward resolution. Current Status: Investigating Impact: VoIP Calling, SMS Deliverability, and VM Drops Priority: Critical Thank you for your patience and understanding while we work to resolve this issue.

Service Disruption – Voice Services

Jun <var data-var='date'> 1</var>, <var data-var='time'>19:05</var> EDT Resolved - This incident has been resolved. Jun <var data-var='date'> 1</var>, <var data-var='time'>15:12</var> EDT Monitoring - We recently experienced a brief GCP outage that caused intermittent connectivity issues and network slowness for some users. The outage has since been resolved and connectivity has been re-established. We are continuing to monitor the situation and will post an update if anything changes. We apologize for any disruption and appreciate your patience.

Monitoring - Vanillasoft Service Disruption

May <var data-var='date'>24</var>, <var data-var='time'>21:55</var> EDT Resolved - The issues affecting VoIP including failed to establish, inbound and outbound dialing SMS, VM drops and portal are now resolved. May <var data-var='date'>24</var>, <var data-var='time'>20:23</var> EDT Monitoring - Our voip team have successfully deployed a fix. Access to the portal, including inbound and outbound dialing are functional. SMS and VM drops are operational. We will continue to monitor the stability of the platform over the next hour. Thank you for your patience and understanding. May <var data-var='date'>24</var>, <var data-var='time'>17:46</var> EDT Update - Our voip team have now engaged our Oracle partners for further investigation. We will continue to keep you updated as we receive more news from the team. Continue to follow our status page (status.vanillasoft.com) for up to date information. May <var data-var='date'>24</var>, <var data-var='time'>14:50</var> EDT Investigating - Our engineers are still investigating. It seems that the system has not accepted the fix. We will continue to provide updates as they become available. May <var data-var='date'>24</var>, <var data-var='time'>14:43</var> EDT Monitoring - Our engineers have found the root cause and have implemented a fix. We can confirm that inbound and outbound calls are flowing, VM drops and SMS functionality have returned, and we have successfully been able to log into the Clarity portal. We will continue to monitor for stability for the next hour. If you encounter any issues, please email the customer support team at support@vanillasoft.com We apologize for any inconvenience this outage has caused and thank you for your patience. May <var data-var='date'>24</var>, <var data-var='time'>12:53</var> EDT Update - Our engineers are continuing to investigate the root cause of this current event. We do not have an ETA at this time. Please continue to monitor our status page for updates. We apologize for the inconvenience and appreciate your patience. May <var data-var='date'>24</var>, <var data-var='time'>12:21</var> EDT Investigating - We are investigating reports that Clarity VoIP users are currently experiencing “failed to establish” errors when attempting to place calls. This issue is also impacting Voicemail Drops and texting. We are also experiencing issues with the Clarity Portal. Users are unable to log in. Our engineering team is actively engaged and investigating the root cause. We are treating this incident as a high priority and will provide updates as more information becomes available.

Failed to Establish calls for Clarity Users/Unable to Log into Clarity Portal

May <var data-var='date'>19</var>, <var data-var='time'>07:36</var> EDT Resolved - This incident has been resolved. May <var data-var='date'>18</var>, <var data-var='time'>12:24</var> EDT Monitoring - Our engineers have applied a fix and are seeing functionality return. Preliminary testing confirms that calls, texting, and voicemail drops are working. We will continue to monitor to ensure systems are fully functional. If you are still experiencing issues, please reach out to our customer support team. Thank you for your patience and understanding. May <var data-var='date'>18</var>, <var data-var='time'>12:02</var> EDT Identified - Our engineers have identified the root cause and are working on implementing a resolution. We will continue to keep you updated as the work progresses. Thank you for your patience, and we apologize for any inconvenience this may have caused. For up-to-date information, please subscribe to our status page at https://status.vanillasoft.com/ May <var data-var='date'>18</var>, <var data-var='time'>11:46</var> EDT Investigating - We are investigating reports that Clarity VoIP users are currently experiencing “failed to establish” errors when attempting to place calls. This issue is also impacting Voicemail Drops and texting. Our engineering team is actively engaged and investigating the root cause. We are treating this incident as a high priority and will provide updates as more information becomes available.

Failed to Establish calls for Clarity Users

Apr <var data-var='date'>22</var>, <var data-var='time'>15:27</var> EDT Resolved - We are pleased to confirm that all previously reported issues impacting the Clarity platform have now been fully resolved. Services are operating normally, including inbound call routing, call transfers, and click-to-dial functionality. We sincerely apologize for the inconvenience caused and thank you for your patience and understanding throughout this incident. Apr <var data-var='date'>22</var>, <var data-var='time'>14:33</var> EDT Monitoring - We are pleased to advise that inbound calls have now resumed and are flowing correctly. All previously reported service issues have now been addressed. Our teams will continue to closely monitor the platform to ensure stability. If you are still seeing issues with your inbound calls, please reach out to Customer Support so that we may address them real-time. We appreciate your patience and understanding throughout this incident and apologize for any inconvenience caused. Apr <var data-var='date'>22</var>, <var data-var='time'>13:23</var> EDT Update - We would like to provide a further update regarding the ongoing issue impacting the Clarity platform. Call transfer and click-to-dial functionality have now been restored. Our teams are continuing to work on resolving the remaining issue affecting inbound call routing to available agents. We are actively investigating and working to restore full service as quickly as possible. At this time, there is still no confirmed ETA for full resolution. We apologize for the continued inconvenience and appreciate your patience and understanding. This incident remains a high priority. Apr <var data-var='date'>22</var>, <var data-var='time'>11:18</var> EDT Update - Our VoIP engineers continue to actively investigate the issue impacting the Clarity platform. Clients may still experience the following issues: Calls not routing to available agents Inability to transfer calls Click-to-dial functionality not working At this time, we are still investigating the root cause and do not yet have an ETA for resolution. We sincerely apologize for the ongoing inconvenience and appreciate your continued patience and understanding. Please be assured this incident remains a high priority. Apr <var data-var='date'>22</var>, <var data-var='time'>10:29</var> EDT Investigating - We are currently investigating an issue impacting some clients on the Clarity platform. At this time, users may experience the following issues: Calls not routing to available agents Inability to transfer calls Click-to-dial functionality not working Our VoIP engineers are actively investigating the root cause and working to restore full service as quickly as possible. We apologize for the inconvenience this is causing and appreciate your patience and understanding. Please be assured this incident is being treated as a high priority.

VoIP-Clarity Platform-Calls not Routing, Calls Not Transferring, Click to Dial not Functioning for some of our clients

Apr <var data-var='date'>15</var>, <var data-var='time'>20:45</var> EDT Resolved - The issues relating to Failed to Ena le and SIP errors are now resolved. Thank your for your patience and understanding. We apologize for any inconvenience this interruption may have caused. Apr <var data-var='date'>15</var>, <var data-var='time'>18:23</var> EDT Monitoring - We are seeing signs of recovery, and systems are beginning to come back online. Our team is currently monitoring performance closely to ensure stability as services are restored. We will continue to observe the situation and provide further updates as needed. Thank you for your patience. Apr <var data-var='date'>15</var>, <var data-var='time'>17:48</var> EDT Update - Our engineering team is continuing to actively investigate the issue affecting SIP enablement on VS Connect, which may be resulting in 408 timeout errors for some clients. At this time, the issue remains under investigation, and our teams are working to determine the root cause and next steps toward resolution. We will share further updates as soon as more information becomes available. Thank you for your continued patience. Apr <var data-var='date'>15</var>, <var data-var='time'>17:39</var> EDT Investigating - We are currently investigating an issue where some clients may be experiencing failures when attempting to enable SIP on VS Connect, resulting in 408 timeout errors. Our engineering team is actively engaged and working to identify the root cause and implement a resolution as quickly as possible. We will provide updates as more information becomes available. In the meantime, if you are experiencing this issue or have additional details to share, please contact support.

Failed to Enable Error for some VoIP Users

Mar <var data-var='date'>24</var>, <var data-var='time'>19:14</var> EDT Resolved - This incident has been resolved. Mar <var data-var='date'>24</var>, <var data-var='time'>16:45</var> EDT Monitoring - At this time, inbound and outbound calling services are operational and calls are flowing as expected. Portal navigation has stabilized and is performing normally. We will continue to monitor the situation and provide updates as more information becomes available. Should you have any questions or require assistance, please contact our Customer Support team. Thank you for your continued patience and understanding. Mar <var data-var='date'>24</var>, <var data-var='time'>16:12</var> EDT Investigating - We are currently investigating reports that some clients are experiencing a “Failed to Enable (SIP 500)” error when attempting to use their VoIP services. Our engineering team has been engaged and is actively working to identify the root cause. Additionally, some users may experience intermittent lag when navigating the portal. We will continue to provide updates as more information becomes available. Thank you for your patience and understanding.

Intermittent Failed to Enable (SIP Error 500) for VoIP Users

Mar <var data-var='date'>18</var>, <var data-var='time'>15:50</var> EDT Resolved - This issues is now resolved. If you are still experiencing issues, please contact our customer support team at 972-200-0179 option 2 during business hours or by email at support@vanillasoft.com. Thank you for your patience and we apologize for any inconveniences this may have caused. Mar <var data-var='date'>17</var>, <var data-var='time'>20:04</var> EDT Update - We are still monitoring our VoIP systems. Some clients are still reporting failed to enable instances when attempting to place or receive a call. We understand the importance of quickly addressing these issues and are working diligently towards a resolution. We will continue to provide updates as they become available. Thank you for your patience. Should you have any questions or concerns, please contact our Customer Support team during our operating hours or via email at support@vanillasoft.com Mar <var data-var='date'>17</var>, <var data-var='time'>15:44</var> EDT Monitoring - Inbound and Outbound calls are now working. We will continue to monitor. If you encounter any issues, please reach out to customer support. Thank you for your patience and we apologize for any inconvenience this service outage may have caused. Mar <var data-var='date'>17</var>, <var data-var='time'>15:27</var> EDT Investigating - We are currently experiencing an issue affecting both incoming and outgoing calls. Our voip team is actively investigating the root cause. Impacts: This issue may result in abnormal delays or an inability to initiate or receive calls. Additionally, users may encounter a 500 error when using VS Connect. We will provide updates as more information becomes available.

Inbound and outbound calls issues

Mar <var data-var='date'>13</var>, <var data-var='time'>13:18</var> EDT Resolved - The affected IP backbone carrier has implemented a solution, and we are monitoring the results. Service is currently restored to normal operations. Mar <var data-var='date'>13</var>, <var data-var='time'>12:08</var> EDT Monitoring - Issues with inbound and outbound calls have been resolved. We will continue to monitor to ensure stability. Thank you for your patience, and we apologize for the inconvenience this has caused. Mar <var data-var='date'>13</var>, <var data-var='time'>11:56</var> EDT Investigating - We are currently experiencing an issue affecting incoming and outgoing calls due to an IP backbone issue. This could potentially cause abnormal delays or an inability to initiative or receive calls. Our engineers are working on resolving this as quickly as possible. We will continue to provide updates as they become available. We apologize for the inconvenience this is causing.

Inbound and Outbound Call Issue

Feb <var data-var='date'>11</var>, <var data-var='time'>13:44</var> EST Resolved - This incident is considered resolved. If you encounter further issues relating to SIP Error 408, please reach out to our customer support team. Thank you for your patience and understanding. Feb <var data-var='date'>11</var>, <var data-var='time'>11:52</var> EST Monitoring - The resolution has been fully implemented, and we are moving the incident into a monitoring state. We will continue to monitor for one to two hours. Please contact the Customer Support if you continue to experience issues. Thank you for your patience and we apologize for any inconvenience this has caused. Feb <var data-var='date'>11</var>, <var data-var='time'>11:13</var> EST Identified - Our VOIP engineers have identified the issue and are working to resolve. We will provide additional updates as soon as they become available. Thanking you all for your patience and understanding. Please continue to engage our status page for real-time updates https://status.vanillasoft.com/ Feb <var data-var='date'>11</var>, <var data-var='time'>10:53</var> EST Update - Our VOIP engineers are investigating an issue with their network provider in one of their data centers. We will provide more updates as they become available. Thank you for your patience, and we apologize for any inconveniences this is causing. Feb <var data-var='date'>11</var>, <var data-var='time'>10:37</var> EST Investigating - We are currently investigating Failed to Establish SIP 408 errors. This is affecting all inbound and outbound dialing. This will also impact VM Drop deliverability. We understand the impacts that is causing you and we are working quickly to resolve. For more information, please follow our status page https://status.vanillasoft.com/ Thank you for your patience.

Failed to Enable SIP 408 Error

Feb <var data-var='date'> 5</var>, <var data-var='time'>11:12</var> EST Resolved - Outbound calls are now working. We will continue to monitor to ensure stability. If you experience any issues, please contact our Customer Support Team. Thank you. Feb <var data-var='date'> 5</var>, <var data-var='time'>10:57</var> EST Investigating - We are showing a recurrence with the Failed to Establish Error for outbound dialing. Our engineers are fully engaged and are looking into the cause. We will provide an update as soon as possible

Voip Failed to Establish Error-Outbound Dialing

Feb <var data-var='date'> 5</var>, <var data-var='time'>10:50</var> EST Resolved - The Failed to Establish Call errors on Outbound calls is now resolved. Clients are confirming that they can now place outbound calls successfully. Thank you for your patience and understanding. We apologize for any inconvenience this may have caused. If you have any further questions or you are still experiencing issues, please contact our Customer Support Team. Thank you. Feb <var data-var='date'> 5</var>, <var data-var='time'>10:41</var> EST Monitoring - Our engineers have identified the issue as being the Clarity Freeswitch gateways. Our voip engineers have implemented a fix and services are resuming and showing as operational. We will continue to monitor to ensure stability. If you are still encountering issues, please reach out to our Customer Support Team at 1-972-200-0179 option 2. Thank you for your understanding. Feb <var data-var='date'> 5</var>, <var data-var='time'>10:16</var> EST Update - We are continuing to investigate this issue. Feb <var data-var='date'> 5</var>, <var data-var='time'>10:16</var> EST Investigating - We are aware of an outage affecting the ability to dial on our VOIP service. Clients are reporting when attempting to dial out, they are receiving a "Failed to Establish Call" error message. Our engineers are currently investigating the root cause and working to address this as quickly as possible. We appreciate your patience. We apologize for the inconvenience this is causing.

Voip Failed to Establish Error

Feb <var data-var='date'> 3</var>, <var data-var='time'>20:33</var> EST Resolved - The service disruption has been resolved, and systems are currently operating normally. Our initial investigation indicates the outage may have been caused by an issue with a downstream carrier. We are awaiting final confirmation from the provider and will share additional details as soon as they are available. Thank you for your patience and understanding. Feb <var data-var='date'> 3</var>, <var data-var='time'>20:14</var> EST Monitoring - We are getting reports that our VOIP services issue with Failed to Establish has been resolved. We will continue to monitor. We thank you all for your patience and understanding and we sincerly apologize for any inconvience this has caused. Feb <var data-var='date'> 3</var>, <var data-var='time'>19:56</var> EST Update - Our engineers are still investigating the root cause of this issue with our VOIP services. We are engaged with the team and are working towards a resolution. We apologize for any inconvenience this may cause. We appreciate your continued patience. Feb <var data-var='date'> 3</var>, <var data-var='time'>19:30</var> EST Investigating - We are currently investigating reports of Failed to Establish Error on our Voip system. Our engineers are working to identify root cause

Nov <var data-var='date'>24</var>, <var data-var='time'>11:16</var> EST Resolved - All outbound dialing is operational. This issue is now resolved. The issue was directly related to the Clarity dynamic call path systems and their subsequent backend dependencies. The team has made the necessary adjustments to ensure no recurrence. If you encounter further issues, please contact our Customer Support Team. Thank you Nov <var data-var='date'>24</var>, <var data-var='time'>10:15</var> EST Monitoring - Our VoIP engineers have found the root cause and have successfully resolved the "Failed to Establish" issues for outbound dialing. We will continue to monitor. We appreciate your patience and understanding. If you have any other issues, please reach out to our Customer Support Team. Nov <var data-var='date'>24</var>, <var data-var='time'>10:02</var> EST Investigating - We are currently investigating reports of some clients receiving "Failed to Establish" errors when attempting to dial. Our engineers are working on identifying the root cause. We apologize for the inconvenience and are working on a quick resolution.

Nov <var data-var='date'>20</var>, <var data-var='time'>10:38</var> EST Resolved - We can now confirm that this is now fully resolved and all phone functionality has been restored. Thank you Nov <var data-var='date'>20</var>, <var data-var='time'>10:15</var> EST Monitoring - Our engineers have deployed the fix, and softphones are functioning. We will continue to monitor to ensure stability. Please engage our customer support team if you are still experiencing issues. Thank you for your understanding. We apologize for any inconveniences this may have caused. Nov <var data-var='date'>20</var>, <var data-var='time'>10:00</var> EST Identified - Our engineers have identified the root cause of the "Failed to Establish" and are working on a fix. We will continue to engage our team to ensure prompt resolution. We thank you for your patience and understanding. Please continue to monitor our status page for further updates. Nov <var data-var='date'>20</var>, <var data-var='time'>09:31</var> EST Investigating - We are currently investigating reports that some clients are receiving the following error on their softphone "Failed to Establish". Our engineers have been deployed and are engaged. We apologize for the inconvenience this has caused. WE are working on re-establishing conection as quickly as possible. Thank you for your patience. Vanillasoft Customer Support Team

Nov <var data-var='date'>10</var>, <var data-var='time'>11:10</var> EST Resolved - Vanillasoft.net should now be operational. Thank you for your patience and understanding during this brief outage to address critical functionality to our platform. Nov <var data-var='date'>10</var>, <var data-var='time'>10:33</var> EST Investigating - Please be advised that the Vanillasoft.net will be down for emergency maintenance at 10:45am on Monday November 10. This is downtime is needed to address a critical issue relating to SMS notifications and call recordings. We apologize for the inconvenience and assure that this downtime should not last more than 5 minutes. Thanking you in advance for your patience and understanding. Vanillasoft Customer Support Team.

Emergency Patch on VanillaSoft at 10:45am Monday November 10, 2025

Oct <var data-var='date'>28</var>, <var data-var='time'>20:06</var> EDT Resolved - We’re pleased to confirm that the earlier issues affecting VoIP line creation, assignment, reassignment, and VS Connect logins have now been resolved. Our team, in collaboration with our Host Partner, Alianza, has implemented corrective measures, and all related services are now operating normally. We will continue to monitor system performance closely to ensure ongoing stability. Thank you for your patience and understanding while we worked to restore full functionality. Vanillasoft Customer Support Oct <var data-var='date'>28</var>, <var data-var='time'>19:14</var> EDT Update - We are continuing to experience issues affecting VoIP line creation, assignment, reassignment, and VS Connect logins. We are actively working with our Host Partner, Alianza, to identify the root cause and implement a resolution. At this time, these functions may be intermittently unavailable or fail to complete successfully. Other services remain operational. We will provide further updates as soon as more information becomes available. Thank you for your patience and understanding while we work to resolve this issue. Oct <var data-var='date'>28</var>, <var data-var='time'>18:40</var> EDT Investigating - We are still getting reports that the issue may not be fully resolved. Some clients may also be experiencing issues with logging into VS Connect. We continue to work with our host Alianza for resolution. Thanking you in advance for your patience and understanding. Oct <var data-var='date'>28</var>, <var data-var='time'>18:29</var> EDT Monitoring - We received confirmation that the outage affecting line creation, assigning and reassigning is now resolved. We will continue to monitor. Thank you for your patience and understanding. If you are still experiencing issues, please contact our Customer Support Team. We apologize for any inconvenience this may have caused. Oct <var data-var='date'>28</var>, <var data-var='time'>18:19</var> EDT Update - We are continuing to investigate this issue. Oct <var data-var='date'>28</var>, <var data-var='time'>18:01</var> EDT Investigating - We are currently reviewing issues with our VoIP line provisioning partner Alianza that could be impacting some of our clients. New VoIP line creation, activation, and deletion are affected by this outage. The Vanillasoft support team is engaging with our Alianza partner to work towards a resolution. This outage does not affect your ability to place or receive calls. If you have any questions or concerns, please reach out to our Customer Support team or visit our status page for real-time updates. (https://status.vanillasoft.com/)

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Lastest published events

Failed to Establish Calls

VanillaSoft Performance Issues affecting some users

Some Clients getting "Failed to Establish" Errors on their softphones

VanillaSoft Services, Components and Regions

Recent VanillaSoft events

Failed to Establish Calls

VanillaSoft Performance Issues affecting some users

Some Clients getting "Failed to Establish" Errors on their softphones

Failed to Establish Calls

Vanillasoft Platform Not Responding / Login Issues

Some Clients Unable to Log Into Vanillasoft or Navigate within the CRM