Outage in Spruce Health

Spruce experiencing client outage.

Resolved Minor

March 11, 2025 - Started 11 months ago - Lasted about 3 hours
Official incident page

Incident Report

We are investigating an issue with unavailability of the Spruce platform

Components affected

Spruce Health Web App Spruce Health Mobile Apps Spruce Health API

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Latest Updates ( sorted recent to last )

RESOLVED 11 months ago - at 03/11/2025 10:20PM

The Spruce application was inaccessible across desktop, web, iOS, and Android from 11:48 AM PT to 12:02 PM PT on March 11, 2025 due to an unexpected database issue.

User Impact during this time:
- The Spruce Inbox was unavailable to patients and providers
- Outbound calls, SMS, video calls, and secure messages failed
- Inbound calls failed with an error message to the caller. Most call events were delivered to the Inbox with a 10-15 minute delay, but a few were not and are being manually addressed
- Inbound SMS and faxes were delayed by a 10-15 minutes

We are working with our cloud infrastructure provider to determine the root cause of the database issue and exploring ways to prevent similar incidents in the future.

MONITORING 11 months ago - at 03/11/2025 07:18PM

The platform has recovered and we are continuing to monitor.

INVESTIGATING 11 months ago - at 03/11/2025 07:00PM

We are investigating an issue with unavailability of the Spruce platform

Latest Spruce Health outages

Intermittent service issues - 15 days ago

Issue with outbound faxes - about 1 month ago

Issue with media in inbound MMS from AT&T - about 2 months ago

Spruce platform issues - 3 months ago

Cloud Provider (AWS) Outage - 3 months ago

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