CLOUD INCIDENT | CI-26-39 | MULTI-CUSTOMER IMPACT

Customer Advisory – Cloud Service Outage
Incident Start Time: 9:30 AM ET, July 24, 2026
Current Status: Resolved

Latest Update

Operations Cloud services have been successfully restored, and all core functionalities are now operating normally. The Health pipeline is fully operational, including customer-configured threshold processing.
Recovery activities are complete at this stage. Any remaining data gaps or residual issues will be evaluated and addressed on a case-by-case basis to ensure minimal customer impact.

Community post link; https://community.calix.com/s/feed/0D5Pm00002aJM42KAG

What We’re Doing: The identified issue has been addressed through corrective actions, and systems have now recovered. This will be the final post for this incident.

Customer Advisory – Cloud Service Outage
Incident Start Time: 9:30 AM ET, July 24, 2026
Current Status: Monitoring

Latest Update
Operations Cloud services have been successfully restored. The health pipeline is fully operational, including customer-configured threshold processing. While historical health data generated during the outage window may be incomplete, current health monitoring and processing are functioning as expected.
Recovery activities are largely complete at this stage. Any remaining data gaps or residual issues will be evaluated and addressed on a case-by-case basis to ensure minimal customer impact.

What We’re Doing: The identified issue has been addressed through corrective actions, and systems are currently recovering. Barring any recurrence, this incident will be resolved in the next 1 hour.

Customer Advisory – Cloud Service Outage
Incident Start Time: 9:30 AM ET, July 24, 2026
Current Status: Active Recovery

Latest Update:

All Operations Cloud features and capabilities have now been restored with the exception of Cloud Health data, where recovery remains in progress. While customers can access Operations Cloud functionality, some Cloud Health information may not yet be fully available as recovery efforts continue.

Cloud Health data currently affected includes:
>Port utilization and threshold violations
>Packet error statistics
>ONT health metrics
>Network alarms and fault conditions
>Optical power-related health alarms
>Performance and status information for network interfaces and subscriber access infrastructure

What We Are Doing
The engineering team continues to actively work on restoring the remaining Cloud Health data and validating the integrity of recovered information. We are closely monitoring progress and will provide updates as additional information becomes available.

Customer Advisory – Cloud Service Outage
Incident Start Time: 9:30 AM ET, July 24, 2026
Current Status: Active Recovery
Latest Update

Operations Cloud;
Recovery is underway. 98% of systems have been restored, backlog alarms are being process, and service provisioning is now operational. Health recovery remains in progress.

What We Are Doing
The engineering team is working to resolve outstanding Operations Cloud issues overnight. We will monitor progress and keep you informed.
We sincerely apologize for the disruption and appreciate your patience as recovery efforts continue.

Customer Advisory – Cloud Service Outage
Incident Start Time: 9:30 AM ET, July 24, 2026
Current Status: Active Recovery

Latest Update

Operations Cloud:

Recovery is still in progress.
Majority of systems are now synchronized, and the alarm system is in progress.


What We Are Doing
The engineering team is working to resolve outstanding Operations Cloud issues overnight. We will monitor progress and keep you informed.
We sincerely apologize for the disruption and appreciate your patience as recovery efforts continue.

Latest Update:
Service Cloud During recovery validation, we identified a network-related issue in our Google infrastructure that impacted the ACS/TR-069 communications within Service Cloud, which degraded on-discovery workflows. This issue is now resolved. All Service Cloud functions are now operational.
Please note: if you manually onboarded or updated RGs – please pause / suspend the on-discovery workflow for 48 hours (to allow for check-in)
Operations Cloud remains partially restored with approximately 40% of Operations Cloud services and capabilities have been recovered. Recovery efforts for the remaining services continue while teams work to resolve the newly identified Operation Cloud issue.

We are currently investigating reports of overall slowness within CSC and intermittent failures. Our teams are actively working to identify the cause and assess the impact.
Operations Cloud recovery efforts remain in progress, about 50% of AXOS devices have reconnected and are communicating with the platform again. Alarm data is starting to flow back into Operations Cloud, while recovery for the remaining devices is still in progress.

CSC services, including device onboarding, are now operational and being actively monitored. End-to-end validation is still in progress. Newly onboarded devices may experience a short delay before appearing in search while indexing catches up. CCO recovery continues, so some ONT operations, alarms, health monitoring, service provisioning, and dependent notification flows may remain impacted until recovery is complete.

Most CSC services, including device onboarding, are now operational. Validation of all service flows is still in progress. Recovery efforts for CCO continue, and some ONT-related operations, alarms, and health monitoring features are still being restored

Recovery efforts are still in progress. The engineering team has identified the issue and is actively working to restore services for affected customers.

Recovery efforts are currently in progress. The engineering team has identified the issue and is actively working to restore services for affected customers.

We are continuing to investigate this issue.

We are currently investigating reports of issues with Inability to remotely provision, configure, or manage subscriber devices in Service Cloud, Deployment Cloud and Operations Cloud. Additional details and regular status updates regarding this matter can be found on the Calix Community at the following link:
https://community.calix.com/s/feed/0D5Pm00002aJM42KAG