keystone - Notice history

The issue yesterday was related to a routing issue to the primary data center. The outage time was while the fail-over systems were taking place. Things appear stable this am. Please let us know if you are seeing any further issues.

It looks like the issue that was impacting the stores has been largely resolved. We are still spot checking inbound, but have been able to reach all stores we have tried so far (at 9:30 PM EST) We will update on our status page tomorrow once we have any more info from the impacted providers.

Spectrum has resolved their issues. Please reach out if you are still experiencing issues.

We have a case open with Spectrum National Accounts. We will post with any further updates. Case # associated INC-000007006558

The Calling Services are up and stable at this time. We continue to work with our Access SBC provider to determine the next best steps to fully resolving this issue.

The incident has been resolved

The incident has been resolved

The incident has been resolved

We have resolved the Calling Service issues for all endpoints at this time. We will continue to monitor the situation throughout the evening. If you are still experiencing issues, please call or text us @ 423-464-6424 or email service@keystone.solutions so we can investigate.

We have no new information. We are still waiting on a new update from the underlying carrier(s). We will continue to update until 10 PM, and then pick things back up in the morning.

From Our underlying service vendor "We continue to identify issues with endpoints registering but not passing traffic appropriately, thereby causing issues with Calling Services. We have rebooted our systems and, currently, we are switching failed end points to a known/working SBC pair. We have also escalated the issue with our vendor. "

Unfortunately, we have no new news to report. While the issue has been partially resolved, we know that a fair number of our users are still experiencing issues. We will issue a full RCA (Root Cause Analysis) when the issue has been fully resolved.

We continue to work with our Access SBC vendor to troubleshoot the issues. While we saw an initial improvement, not all customers and/or end points benefited. While the vendors work on finding/ resolving the core issue, we are simultaneously testing out ways for you to circumvent the identified symptoms and provide some additional relief. If we can validate those options, we will notify you immediately.

Update - The change we applied at 130pm EST today was partially effective in resolving the issues with Calling Service. We continue to work with our vendor to assess the situation and work to reduce the remaining issues. We will monitor the system and provide updates as they become available. Impact Users may still be experiencing any of the following: - Disconnected calls - One way audio - Registration issues - Issues dialing out and/or receiving calls - Changes made within the Account Manager Portal will be delayed Estimated Restoration Time - Currently unknown

At 1:30pm today, at the guidance of our vendor, we applied a change to our system that significantly decreased registration issues. This should result in improved call services to many customers. We have been asked “If I switch my partners to the other data center, will this improve my customer’s situation”? The answer at this time is no. We currently have no specific thing you should, or should not, do to affect the outcome of these issues from your side. We will continue to monitor the system and provide updates as they become available. Impact Many but not all users may still be experiencing the following: - Disconnected calls - One way audio - Registration issues - Issues dialing out and/or receiving calls - Changes made within the Account Manager Portal will be delayed Estimated Restoration Time - Currently unknown

We have confirmed an issue with Calling Services for some end users. Our Engineers are working on this now and we will notify you once the issue has been resolved. In the meantime, please contact Support if you need further assistance (423) 464-6424 Option 1

We have identified the root cause of the issue with our host provider and will keep you updated with more information as it becomes available.