Vitelity Outage Notification / Elevated Errors

Incident Report for Vitelity

Postmortem

Incident Report – Vitelity Service Failure – Oct 13th 2025

Services Impacted: Vitelity Portals, Fax, SMS, API

Service Impact Start: 10-13-25 3:30pm MT

Service Restored: 10-14-25 8:30pm MT

Event Summary and Root Cause:

On Monday, October 13, 2025 at 3:30pm MT, our data center experienced multiple disk failures within the same disk array, causing the storage backend for critical business databases to fail, resulting in data corruption and complete system failure of a core database server. Our operations team was immediately notified of the issue and initiated recovery procedures to address the drive failures and minimize data loss. This was a highly involved process consisting of execution of a series of procedures involving hardware replacement, data recovery, restoration, and validation of data to ensure systems would be restored to their proper state. At this time, the affected systems have been restored, and services are up and running.

Follow Up Actions:

The Vitelity team is committed to the following actions to prevent future service impact:

Audit available redundancy and expand/improve where possible.

Posted Oct 17, 2025 - 10:55 CDT

Resolved

This incident has been resolved. We will continue to monitor the network.

Posted Oct 15, 2025 - 10:44 CDT

Monitoring

We are pleased to announce that the network event that was impacting some of our services has been resolved, and all systems are now operational. Inbound faxes are processing, but due to a build-up of queued messages, there may be a delay in delivery. We appreciate your extreme patience as we work to clear this backlog.

We will continue to monitor the situation closely. If you have any questions or concerns, please don't hesitate to reach out to our support team at 888 898 4835 or open a support ticket.

Posted Oct 14, 2025 - 21:59 CDT

Update

We are close to a full restoration of services and will update once again once services are confirmed back up.

Please do not respond to this email address as it is not monitored.

Thank you,
Vitelity Network Operations Center

Posted Oct 14, 2025 - 21:03 CDT

Update

Vitelity teams are actively working to resolve ongoing issues with the Portal, Fax, and API systems. Some users may still encounter timeouts or unresponsive pages when accessing these services. We appreciate your patience as we work diligently on resolving these issues.

We are pleased to announce that we are making significant progress in restoring our Operations Support Systems (OSS). We anticipate a resolution to these issues later this evening, and we will keep you updated with any changes to the timeline.

In the meantime, please note that our Voice network remains operational and stable.

Thank you for your understanding.

Should you need assistance or wish to open a new case, please call +1-888-898-4835.

Please do not respond to this email address as it is not monitored.

Thank you,
Vitelity Network Operations Center

Posted Oct 14, 2025 - 17:09 CDT

Update

Vitelity teams remain actively engaged in repairing the ongoing Portal, fax, and API issues. Some users may continue to experience timeouts or unresponsive pages when accessing the Customer Portals or API.

Our Voice network remains operational and stable.

We appreciate your continued patience as our teams work toward full resolution. Further updates will be posted as progress is made.

Should you need assistance or wish to open a new case, please call +1-888-898-4835.

Please do not respond to this email address as it is not monitored.

Thank you,
Vitelity Network Operations Center

Posted Oct 14, 2025 - 13:57 CDT

Update

Update:

Our teams are continuing to investigate issues affecting Portal access and related services. At this time, some users may experience timeouts or unresponsive pages when attempting to access the Customer Portal or ViewMyFax.com. Some APIs functionality may time out as well.

Our Voice network and Fax transmission services remain fully operational and stable. However, ViewMyFax.com is currently unavailable and some Fax APIs are experiencing intermittent timeouts. Fax-to-email sending and receiving continues to function normally, and any inbound or outbound faxes will become available in ViewMyFax.com once the portal is restored.

All appropriate teams remain actively engaged, and we will continue to provide updates as progress is made.

Should you need assistance or need to open a new case, please call +1-888-898-4835.

Please do not respond to this email address as it is not monitored.

Thank you,
Vitelity Network Operations Center

Posted Oct 14, 2025 - 09:56 CDT

Update

Vitelity teams are continuing to work to restore services. At this time, there is no impact to voice calls. The Vitelity Customer Portal, API, and fax services may display latency or be unresponsive. This includes the Vitelity ticketing system. All appropriate teams are actively engaged. We will continue to keep status.vitelity.com updated with the service restoration details.

Should you need to contact us or open a new case, please call +1-888-898-4835.

Please do not respond to this email address as it is not monitored.

Posted Oct 14, 2025 - 09:52 CDT

Identified

Vitelity teams are currently troubleshooting elevated levels of errors. At this time the Customer Portal, API, and fax services may display latency or be unresponsive. All appropriate teams are actively engaged. We will continue to keep status.vitelity.com updated with the progress details.

Should you need to contact us or open a new case, please call +1-888-898-4835.

Please do not respond to this email address as it is not monitored.

Thank you,
Vitelity Network Operations Center

Posted Oct 13, 2025 - 17:29 CDT

Investigating

Vitelity teams are currently investigating elevated levels of errors. At this time the Customer Portal, API, and fax services may display latency or be unresponsive on some pages. All appropriate teams are actively engaged. We will continue to keep status.vitelity.com updated with the progress details.

Should you need to contact us or open a new case, please call +1-888-898-4835.

Please do not respond to this email address as it is not monitored.

Thank you,
Vitelity Network Operations Center

Posted Oct 13, 2025 - 17:14 CDT

This incident affected: Customer Portal (Customer Portal, Portal Reporting Tools), Messaging Services (Inbound Messaging (SMS), Outbound Messaging (SMS), Voicemail Messaging), Fax Services (vFax, Fax Enabled Device, View My Fax Portal), Ticketing System (Email Communication, Customer Portal Communication), and Vitelity API.