[EMEA] Rainbow Hub : Service degradation

Our investigation indicates that this degradation may be related to previously reported issues over the last two weeks.

On July 06, 2026 at 11:15:54 AM: Some customers are experiencing degraded performance, including call disconnections, poor audio quality, and increased latency when establishing or receiving calls.Our technical teams are actively investigating the issue to determine the root cause and assess the full scope of the impact.We will provide further updates as soon as more information becomes available.Thank you for your patience and understanding.

Our technical teams have identified the likely cause of the service degradation. We have experienced an unusual surge in customer traffic across the EMEA region, resulting in significantly higher demand on the infrastructure supporting call queues and auto attendants.The impact is primarily observed during specific periods of the day when traffic reaches peak levels. Outside of these peak periods, service performance remains within expected levels.We are actively working to implement additional scaling measures and infrastructure optimizations to further strengthen service performance and resilience.Our teams continue to closely monitor the situation and are making progress on the capacity expansion plan. We will provide further updates as additional information becomes available.Thank you for your patience and understanding.

Our investigation has identified a workaround that addresses the **latency experienced on incoming calls** as well as **incoming call disconnections**. The workaround is currently being prepared for deployment and is expected to be fully applied by **tomorrow at the latest**.Regarding the **poor audio quality** previously reported by some customers, a corrective change was implemented last Friday. Based on our monitoring and validation, this issue should no longer be occurring.We remain focused on validating the effectiveness of these measures and will continue to share meaningful updates as progress is made.

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Our Ru0026D and Operations teams continue to actively work on the service degradation affecting some Rainbow Hub Voice Services in the EMEA region.At this time, we do not yet have sufficient visibility to communicate a deployment or resolution date for the workaround currently under validation. The issue remains a top priority, and dedicated teams are engaged in remediation activities.We fully understand the operational impact this situation may have on affected customers and are making every effort to restore optimal service conditions as quickly and safely as possible. Our teams are closely monitoring the environment and will share further updates as soon as additional information becomes available.Thank you for your continued patience and understanding.

Following the latest validation activities, the required tests performed over the weekend were successful. The corrective action is now planned for deployment to production on Wednesday evening, July 15. This timing has been selected to align with a lower-traffic period and ensure full operational support availability during the deployment.Service performance has remained stable. Our teams will continue to monitor the platform closely before, during, and after the deployment to confirm the expected improvement and ensure service stability.We will provide a further update once the deployment is completed or if the schedule changes.

We have successfully validated the fix currently being prepared, and the results are positive.The final validation phase is now in progress before the official release of the correction. Once completed, the fix will be deployed to production, followed by a configuration update required to fully apply the changes.We will provide another update as soon as deployment is scheduled or completed.Thank you for your patience.

Our technical teams are continuing to work on the Rainbow Hub Voice Services degradation affecting some customers in the EMEA region.A maintenance operation is planned tonight at 09:00 PM CEST on the call queue server. This update includes a fix intended to address the latency observed when answering incoming calls.We expect this change to improve the situation, and our teams will continue to monitor the service closely to confirm its effectiveness.Further improvements are still under study to address the remaining issues observed during peak call establishment periods.We remain focused on improving the situation and will continue to share meaningful updates as progress is made.

Following the maintenance performed last night, we have observed positive feedback regarding the latency previously experienced when answering incoming calls. The workaround initially considered to mitigate the constraints observed during peak hours did not provide the expected level of improvement and will therefore not be deployed in its current form. These tests enabled our teams to further investigate the issue and identify additional technical options to address the remaining symptoms. Our teams are continuing to work with the highest priority to define the most appropriate corrective actions. We will continue to provide further updates as soon as meaningful progress is confirmed.

As part of the corrective action planned tonight, July 15, 2026, a maintenance operation will be performed on Rainbow Hub Voice Services at 09:00 PM CEST. During this operation, Rainbow Hub telephony services may be temporarily unavailable for approximately 10 minutes. Our teams will monitor the platform closely before, during, and after the deployment to confirm the expected improvement and ensure service stability. We will provide a further update once the deployment is completed.

The planned maintenance operation has been successfully completed.The corrective action has been deployed, and our teams have moved the incident to monitoring to confirm the expected improvement and ensure service stability.We will continue to closely monitor the platform and provide a further update if needed.

Following the latest investigations, a corrective action developed by our Ru0026D is now delivered for testing. This correction is currently being tested in our pre-production environment. Manual tests are ongoing, and regression tests are scheduled overnight to confirm the effectiveness of the correction and ensure service stability. We will provide the next update tomorrow morning after reviewing the test results. We appreciate your patience and understanding while we continue to work toward a full resolution.