Sharpen Database Availability Issue - IZ1 - 19DEC24

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

In collaboration with AWS we have identified a path to resolution. We expect resolution within 4 hours and will be providing hourly updates as we progress.

Corrective actions/efforts are still underway with our vendor (AWS) -- where the underlying database communication issue has been identified. We'll proceed with validation efforts and post further updates to this status page, as soon as restoration has been achieved.

We are currently investigating an issue where Call Flows using SharpenDB2 for data dips are failing, resulting in inbound interaction failures or routing misbehavior. We have identified the issue and are working with our vendor to resolve.