System outage in multiple regions

This incident has been resolved.

Dear Customers,

We apologise both for yesterday's service disruption and for the delay in getting you a full update. We continue to monitor the situation and in the meantime would like to share the incident's report.

Starting at approximately 11:30 AM UTC yesterday, malicious actors launched a coordinated attempt to gain unauthorised access to our SIP infrastructure. It began in the US East and US West regions and then spread to London, Dublin, Singapore, and a few on-premise regions. This caused intermittent call failures, degraded performance, and issues with connections and user visibility in the admin portal. Because the attack degraded service rather than knocking regions fully offline, our automatic failover never triggered. Our team manually failed affected regions over to secondary infrastructure. After switching to secondary infrastructure, some customers had trouble connecting because only our primary IP was whitelisted on their PBX security appliance.

The incident was largely resolved by 2:30 PM UTC, though full resolution in a few remaining regions wasn't reached until around 3:00 AM UTC on September 1st. As a result of this attack, no customer data was accessed, and no unauthorised calls were made.

We have implemented additional security measures to our SIP-layer to minimise the impact of similar attacks. We'll also improve our response speed during an active incident.

Moving forward, please confirm both Ringotel IPs are whitelisted on your PBX security appliance for the region(s) where your Ringotel organisations are created. Check our help center for the current IP addresses by region: https://help.ringotel.com/en/articles/11190222-configure-firewall-to-work-with-ringotel

Thank you for your patience, and please reach out to us with any questions.

We apologise for the delayed communication about this incident. The root cause has been identified and mitigation measures are in place. We’re now completing infrastructure updates across the regions and a post-mortem will follow shortly.

We received multiple reports of system outage in US East and London regions. We are currently investigating this issue and will report back as soon as possible.