Duration: 9 hours and 46 minutes

Affected Components: [EMEA] Rainbow Core Services, [EMEA] Rainbow Media Relays, [EMEA] Rainbow Conferencing, [EMEA] Rainbow Hub Voice Services

Oct 2, 13:22:31 GMT+0
Investigating - We are currently experiencing network disruptions between our hosting provider and the Orange network in France. Users accessing Rainbow through an Orange internet connection may experience intermittent connectivity issues. This may affect access to different Rainbow services. We will share further updates as more information becomes available..

Oct 2, 14:52:57 GMT+0
Monitoring - OVHcloud has confirmed that connectivity was fully restored on October 2, 2026, at 16:40 CEST (14:40 UTC). We are also monitoring Rainbow services to confirm continued stability. Further details are available on [OVHcloud’s status page](https://network.status-ovhcloud.com/incidents/jqxcrgr138b4)..

Oct 2, 23:08:28 GMT+0
Resolved - Following the resolution of the network incident reported by OVHcloud, this incident is now resolved on our side as well. Further details are available on [OVHcloud’s status page](https://network.status-ovhcloud.com/incidents/jqxcrgr138b4)..

Oct 2, 13:50:25 GMT+0
Identified - OVHcloud has a network connectivity issue between Orange and OVHcloud. Their teams are working to restore normal connectivity. You can follow the provider’s updates here: <https://network.status-ovhcloud.com/incidents/jqxcrgr138b4> We will share further updates as more information becomes available..

Duration: 1 hour

Affected Components: [WW] Rainbow Hybrid PBX Telephony, [WW] Rainbow Administration & Subscriptions

Sep 25, 15:27:01 GMT+0
Identified - **Scheduled maintenance – Rainbow CORE network** On **Saturday, September 26, from 9:00 AM to 10:00 AM CEST**, we will enhance routing between the Paris main routers. This change prepares the network for the next phase of the infrastructure migration. **No service disruption is expected.** We will monitor the service throughout the maintenance window..

Sep 26, 07:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 26, 08:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 2 hours and 30 minutes

Affected Components: [WW] Rainbow Hybrid PBX Telephony

Sep 26, 04:30:01 GMT+0
Identified - Maintenance is now in progress.

Sep 26, 07:00:00 GMT+0
Completed - Maintenance has completed successfully.

Sep 17, 15:49:05 GMT+0
Identified - We will perform **maintenance** on the Rainbow Hybrid infrastructure and deploy a **new software version** on **Saturday, September 26, from 06:30 to 09:00 CEST**. During the maintenance window, Rainbow Hybrid PBX connections **will be temporarily interrupted several times** while the infrastructure is being updated. The affected PBXs will automatically reconnect to the Rainbow service. Depending on the PBX size and configuration, the reconnection may take several minutes. Thank you for your understanding..

Duration: 4 days, 21 hours and 28 minutes

Affected Components: [EMEA] Rainbow Hub Voice Services

Sep 25, 16:27:49 GMT+0
Investigating - We are investigating an issue affecting some incoming Rainbow Hub calls routed through a **Call Queue**. The SIP trunks currently identified in the affected scenarios are **Alphalink and Telenet**. Based on our analysis, the issue **appears to have started on September 17, 2026**. In the affected scenario, a Call Queue agent answers the call on a desk phone and performs an **attended transfer** to another user: * **Desk phone → desk phone:** the call disconnects approximately 60–90 seconds after the transfer. * **Desk phone → PC softphone:** there is no audio after the transfer, followed by a disconnection. The issue has not been observed in our tests with direct calls, regular groups, blind transfers, or calls answered and transferred from a PC softphone. Where possible, users can temporarily use a **blind transfer** or answer and transfer Call Queue calls from a **PC softphone**. Our technical teams are actively investigating the cause and working on a resolution. We will provide updates as soon as more information is confirmed..

Sep 28, 06:56:01 GMT+0
Identified - Our teams have made progress on the issue affecting some Rainbow Hub customers. The issue is linked to a recent platform change affecting how transfers are handled. A fix has been developed and is being validated. We will share the deployment schedule as soon as validation is complete. Until the fix is deployed, we recommend: * using blind (direct) transfer instead of attended transfer, or * answering and transferring Call Queue calls from the Rainbow application on a PC. Our teams remain fully engaged to resolve this issue as quickly as possible..

Sep 29, 13:08:55 GMT+0
Identified - **Scheduled Deployment Update** Final validation testing has been successfully completed. A fix for the **Rainbow Hub Call Queue attended transfer issue** is scheduled for deployment in **EMEA today, September 29, at 21:00 CEST**. During the deployment window, a service interruption of up to **10 minutes** may occur. The service will be closely monitored following deployment, and we will provide a further update once the rollout has been completed. Thank you for your patience and understanding..

Sep 30, 09:44:37 GMT+0
Monitoring - **Monitoring** The fix for the Rainbow Hub Call Queue attended transfer issue was deployed yesterday at **21:00 CET**, as planned. We are currently monitoring the service and the fix is performing as expected..

Sep 30, 13:55:37 GMT+0
Resolved - This incident has been resolved..

Duration: 2 hours and 55 minutes

Affected Components: [DE] Rainbow Conferencing

Sep 14, 13:46:34 GMT+0
Investigating - Some users in Germany may be unable to start or join Bubble calls. Our technical teams are currently investigating the issue. We will provide an update as soon as more information is available..

Sep 14, 14:24:34 GMT+0
Identified - Our investigation has identified intermittent network instability within the underlying infrastructure. As a result, some users may experience difficulties accessing certain Rainbow services, including starting or joining Bubble calls. The issue has been escalated to our hosting provider, and our technical teams are continuing to monitor the situation. We will provide further updates as soon as more information becomes available..

Sep 14, 14:33:18 GMT+0
Monitoring - A configuration change has been applied to mitigate the issue, and the affected services are currently stable. Our technical teams are monitoring the situation while the underlying network issue remains under investigation with our hosting provider..

Sep 14, 16:41:14 GMT+0
Resolved - The situation has remained stable following the configuration change, and the affected services are operating normally..

Duration: 2 hours

Affected Components: [WW] Rainbow Hybrid PBX Telephony

Aug 4, 15:06:46 GMT+0
Identified - Hello Everyone, As part of the final step of this phase of our infrastructure improvement plan, a technical maintenance operation will be carried out. This operation is scheduled for August 4th, 2026, between 21:00 and 00:00 CEST. **Expected impact:** In some very rare cases, you may experience a loss of Rainbow Hybrid Telephony services for approximately 10 mins. 🚨 **Please ensure that the Rainbow Network Requirements have been reviewed and correctly applied in your environment, and that no static IP addressing is being used, to ensure the smooth operation of Rainbow service. If these requirements are not met, Rainbow services may experience significant disruptions.** <https://help.openrainbow.com/hc/en-us/articles/23942019777170-Check-Rainbow-Network-Requirements> Best regards, Rainbow Customer Care.

Aug 4, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Aug 4, 21:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 5 minutes

Affected Components: [WW] Rainbow Hybrid PBX Telephony, [WW] Rainbow Administration & Subscriptions

Jul 10, 15:21:06 GMT+0
Identified - ALE is continuing the progressive migration of Rainbow services to the 3AZ platform **throughout July.** This operation is part of our infrastructure improvement plan and aims to **strengthen the resilience and availability of Rainbow services**. The migration will be performed progressively to minimize customer impact. Some migration steps may require dedicated customer communication in case a service impact is expected. Our teams will closely monitor the platform throughout the operation and will inform customers in advance whenever a customer impact is anticipated. 🚨Customers must ensure that their firewall rules are updated with the latest Rainbow public IP ranges to avoid connectivity issues once traffic is fully routed through the new infrastructure. Please refer to the Rainbow Network Requirements for the latest public IP ranges and connectivity requirements: <https://help.openrainbow.com/hc/en-us/articles/23942019777170-Check-Rainbow-Network-Requirements>.

Aug 1, 21:55:01 GMT+0
Identified - Maintenance is now in progress.

Aug 1, 22:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 2 hours

Affected Components: [WW] Rainbow Hybrid PBX Telephony, [WW] Rainbow Administration & Subscriptions

Jul 31, 09:55:36 GMT+0
Identified - Hello Everyone, As part of our Rainbow infrastructure improvement plan, a technical maintenance operation will be carried out on **Saturday, August 1, 2026, between 21:00 and 00:00 CEST**. This operation represents a major milestone in the completion of the **3AZ deployment** and is intended to further enhance the resilience and availability of Rainbow services. During this maintenance window, infrastructure updates, including DNS configuration changes, will be performed to redirect traffic to the new 3AZ infrastructure. ## Expected Impact No service interruption is currently expected as a result of this maintenance activity. However, customers whose environments are not aligned with the current Rainbow technical requirements may experience connectivity issues following the infrastructure update. To help ensure continued access to Rainbow services, customers are requested to review the following items where applicable. ## Important Actions Points for Business Partners To ensure best possible efficiency of the ALE’s actions plan, it is essential that business partners review and monitor the following items where applicable: ### Firewall Configuration End-Customers who restrict network access through firewall rules based on Rainbow IP addresses must have the latest **Rainbow Network Requirements** implemented within their security policies. All required Rainbow traffic flows should be permitted in accordance with the published requirements and should not be restricted solely to specific countries or geographic regions. **Rainbow Network Requirements:** <https://help.openrainbow.com/hc/en-us/articles/23942019777170-Check-Rainbow-Network-Requirements> Customers are also encouraged to use the **Rainbow Pilot Tool** to verify that the required network flows are authorized and that firewall policies are correctly applied. ### PBX Configuration Business Partners must review End-Customers PBX’s configuration and ensure that any Rainbow-related static IP address settings are replaced with the supported FQDN: [**agent.openrainbow.com**](http://agent.openrainbow.com) The use of the supported FQDN aligns with Rainbow architecture recommendations and is key for compatibility with current and future infrastructure changes. ## Important Information Customers and partners are responsible for ensuring that their local network, security, and PBX configurations comply with the published Rainbow technical requirements. Where the published prerequisites have not been implemented, service accessibility may be affected following the infrastructure update, and ALE's ability to diagnose or remediate resulting connectivity issues may be limited until the required configurations have been applied. Best regards, Rainbow Customer Care.

Aug 1, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Aug 1, 21:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 3 hours

Affected Components: [WW] Rainbow Hybrid PBX Telephony, [WW] Rainbow Administration & Subscriptions

Jul 24, 16:10:16 GMT+0
Identified - Hello Everyone, As part of the final step of this phase of our infrastructure improvement plan, a technical maintenance operation will be carried out. This operation aims to improve service resilience and availability. This operation is scheduled for 29 July 2026, between 21:00 and 00:00 CEST. During this operation, infrastructure components will be migrated to the new 3AZ infrastructure. **Expected impact:** Some PBX connections and user applications, including Desktop, Web, and Mobile, may be temporarily disconnected and will automatically reconnect. 🚨 **Please ensure that the Rainbow Network Requirements have been correctly reviewed and applied in your environment. If these requirements are not met, Rainbow services may experience major disruptions.** <https://help.openrainbow.com/hc/en-us/articles/23942019777170-Check-Rainbow-Network-Requirements> Best regards, Rainbow Customer Care.

Jul 29, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 29, 22:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 9 days, 6 hours and 21 minutes

Affected Components: [EMEA] Rainbow Hub Voice Services

Jul 29, 08:35:01 GMT+0
Investigating - We are currently investigating this incident..

Jul 29, 14:21:40 GMT+0
Investigating - Our teams continue to actively investigate the reported audio quality issues. Progress has been made in the analysis and targeted studies are performed to validate findings and determine the underlying cause. While a root cause has not yet been confirmed, the investigation is advancing and remains a top priority. We continue to monitor the platform closely and will share further updates as more information becomes available. Thank you for your continued patience and understanding..

Jul 30, 08:22:31 GMT+0
Investigating - Our teams are continuing to investigate the incident and have narrowed down the potential root cause. We are making progress in our analysis and expect to advance further shortly. We will provide additional updates as soon as more information becomes available. Thank you for your patience..

Jul 30, 15:58:25 GMT+0
Identified - We have identified the faulty workflow responsible for the audio issues experienced by affected end users. Our investigation has determined that, under several network conditions, the media relay tunnel establishment between the application software and the core media component does not complete as expected. As a result, audio is available only for a few seconds before being interrupted. The root cause has been identified, and our engineering teams are currently working on a solution. We will provide further updates as progress is made and a remediation plan is finalized. We apologize for the inconvenience and appreciate your patience while we work to resolve this issue..

Jul 31, 15:11:00 GMT+0
Identified - We have identified the solution and are currently working on its implementation. Testing activities are scheduled in the coming days to validate the fix and ensure service stability. Our objective is to deploy the solution to production by the middle of next week, following the successful completion of regression testing. We will continue to monitor progress closely and provide further updates as milestones are reached. We appreciate your continued partnership and will keep you informed of further developments..

Aug 5, 15:14:28 GMT+0
Monitoring - We are pleased to confirm that the new Rainbow version containing the fix is now available. The rollout is being progressively deployed and will reach all customers within the next 24 hours, in accordance with the update notification communicated in our service announcement. <https://help.openrainbow.com/hc/en-us/sections/12189707000850-Notifications-de-service?notification=37801138599186> We are closely monitoring the deployment and will keep you informed of any significant developments..

Aug 7, 14:56:28 GMT+0
Resolved - This incident has been resolved..

Duration: 2 hours

Affected Components: [WW] Rainbow Hybrid PBX Telephony

Jul 24, 15:54:05 GMT+0
Identified - Hello Everyone, As part of our ongoing infrastructure improvement plan, several technical maintenance operations are being carried out progressively. These operations aim to improve service resilience and availability. Each step will be communicated separately whenever a potential user impact is expected. The next operation is scheduled for **28 July 2026, between 21:00 and 23:00 CEST**. During this operation, **Rainbow Hub** components will be migrated to the new 3AZ infrastructure. **Expected impact:** The Rainbow Hub telephony service may experience interruptions during the two-hour maintenance window. 🚨 **Please ensure that the Rainbow Network Requirements have been correctly reviewed and applied in your environment. If these requirements are not met, Rainbow services may experience major disruptions.** <https://help.openrainbow.com/hc/en-us/articles/23942019777170-Check-Rainbow-Network-Requirements> Best regards, Rainbow Customer Care.

Jul 28, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 28, 21:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 3 hours

Affected Components: [WW] Rainbow Hybrid PBX Telephony, [WW] Rainbow Administration & Subscriptions

Jul 24, 15:07:41 GMT+0
Identified - Hello Everyone, As part of our ongoing infrastructure improvement plan, several technical maintenance operations are being carried out progressively. These operations aim to improve service resilience and availability. Each step will be communicated separately whenever a potential user impact is expected. The next operation is scheduled for **27 July 2026, between 21:00 and 00:00 CEST**. During this operation, several infrastructure components will be migrated to the new 3AZ infrastructure. **Expected impact:** A very limited number of users may be temporarily disconnected from Rainbow. If this happens, they will simply need to reconnect to the application. Some PBX connections may also be temporarily disconnected during the operation. They should reconnect automatically without any manual action. No other service impact is expected at this stage. We will monitor the operation closely and keep you informed in case of any significant update. 🚨 **Please ensure that the Rainbow Network Requirements have been correctly reviewed and applied in your environment. If these requirements are not met, Rainbow services may experience major disruptions.** <https://help.openrainbow.com/hc/en-us/articles/23942019777170-Check-Rainbow-Network-Requirements> Best regards, Rainbow Customer Care.

Jul 27, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 27, 22:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 3 hours

Affected Components: [WW] Rainbow Administration & Subscriptions, [WW] Rainbow Hybrid PBX Telephony

Jul 20, 12:07:42 GMT+0
Identified - ALE is continuing the progressive migration of Rainbow services to the 3AZ platform. As part of this operation, migrated database components will be switched to the new infrastructure. This operation is part of our infrastructure improvement plan and aims to strengthen the resilience and availability of Rainbow services. No service impact is expected. Our teams will closely monitor the platform throughout the operation. 🚨Customers must ensure that their firewall rules are updated with the latest Rainbow public IP ranges to avoid connectivity issues once traffic is fully routed through the new infrastructure. Please refer to the Rainbow Network Requirements for the latest public IP ranges and connectivity requirements: <https://help.openrainbow.com/hc/en-us/articles/23942019777170-Check-Rainbow-Network-Requirements>.

Jul 23, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 23, 22:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 3 hours

Affected Components: [WW] Rainbow Administration & Subscriptions, [WW] Rainbow Hybrid PBX Telephony

Jul 17, 15:00:53 GMT+0
Identified - Hello Everyone, As part of our ongoing infrastructure improvement plan, several technical maintenance operations will be scheduled over the coming weeks. These operations are part of a progressive infrastructure evolution aiming to improve service resilience and availability. Each step will be communicated separately when a user impact is expected. The next operation is scheduled on **21 July 2026**, between **21:00 and 00:00 CEST**. During this operation, a new XMPP server will be added to the **3AZ infrastructure**, and the previous XMPP server will be removed. **Expected impact:** During this maintenance window, a very limited number of users may be disconnected from Rainbow. If this happens, they will simply need to reconnect to the application. Some PBX connections may also be temporarily disconnected during the operation. If this happens, the PBX connection should automatically reconnect. No other service impact is expected at this stage. We will monitor the operation closely and keep you informed in case of any update. 🚨Please ensure that the Rainbow network requirements are correctly checked and applied in your environment. If these requirements are not met, Rainbow services may experience major disruptions. <https://help.openrainbow.com/hc/en-us/articles/23942019777170-Check-Rainbow-Network-Requirements> Best regards, Rainbow Customer Care.

Jul 21, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 21, 22:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 6 hours and 53 minutes

Affected Components: [EMEA] Rainbow Hub Voice Services

Jul 21, 06:00:45 GMT+0
Investigating - We are currently investigating an issue affecting some Rainbow Hub customers using Alphalink SIP trunks. Calls routed through Call Queues may connect without audio or without a ringback tone. Direct calls appear to be working normally. As a temporary workaround, customers can replace the affected Call Queue with a standard Hunt Group. Our technical teams are actively investigating the issue. Further updates will be provided as soon as more information is available..

Jul 21, 08:00:41 GMT+0
Monitoring - The issue is no longer being observed. Our technical teams are continuing to monitor the service to confirm its stability..

Jul 21, 12:53:56 GMT+0
Resolved - The issue has been resolved. A configuration inconsistency introduced during the Call Queue migration to the new 3AZ infrastructure was identified and corrected without service disruption. The correction has been applied across the affected infrastructure, and Call Queue services are now operating normally..

Duration: 30 minutes

Affected Components: [EMEA] Rainbow Hub Voice Services

Jul 16, 13:41:45 GMT+0
Identified - As part of the ongoing Rainbow migration to the new 3AZ infrastructure, ALE will perform a migration of Call Queue components. This operation is planned on July 20 at 20:00 CEST and is expected to impact Rainbow Call Queue services for up to 30 minutes. During this operation, customers using Call Queues will experience temporary service interruptions. Our teams will closely monitor the platform throughout the operation. 🚨Reminder: Please ensure that the latest Rainbow Network Requirements are implemented in your firewall and security policies to avoid connectivity issues during the ongoing migration. Rainbow Network Requirements: <https://help.openrainbow.com/hc/en-us/articles/23942019777170-Check-Rainbow-Network-Requirements>.

Jul 20, 18:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 20, 18:30:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 16 hours and 7 minutes

Affected Components: [WW] Rainbow Hybrid PBX Telephony

Jul 16, 09:32:36 GMT+0
Identified - As part of the ongoing Rainbow migration to the new 3AZ infrastructure, ALE will start the progressive migration of Hybrid Telephony connectivity components from July 19. After this operation, customer PBX new connections will be progressively re-established to the new 3AZ infrastructure. The operation is designed to be transparent for customers. No major service impact is expected; however, short telephony re-registrations may occur for some users during specific migration steps. Our teams will closely monitor the platform throughout the operation. 🚨Customers are reminded to ensure that the latest Rainbow Network Requirements are implemented in their firewall and security policies: <https://help.openrainbow.com/hc/en-us/articles/23942019777170-Check-Rainbow-Network-Requirements>.

Jul 19, 06:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 19, 22:06:35 GMT+0
Completed - Maintenance has completed successfully..

Duration: 3 hours

Affected Components: [WW] Rainbow Administration & Subscriptions, [WW] Rainbow Hybrid PBX Telephony

Jul 13, 22:24:14 GMT+0
Identified - Hello Everyone, As part of our ongoing infrastructure improvement plan, several technical maintenance operations will be scheduled over the coming weeks. These operations are part of a progressive infrastructure evolution aiming to improve service resilience and availability. Each step will be communicated separately when a user impact is expected. The next operation is scheduled on **15 July 2026**, between **21:00 and 00:00 CEST**. During this operation, a new XMPP server will be added to the **3AZ infrastructure**, and the previous XMPP server will be removed. **Expected impact:** During this maintenance window, a very limited number of users may be disconnected from Rainbow. If this happens, they will simply need to reconnect to the application. Some PBX connections may also be temporarily disconnected during the operation. If this happens, the PBX connection should automatically reconnect. No other service impact is expected at this stage. We will monitor the operation closely and keep you informed in case of any update. 🚨Please ensure that the Rainbow network requirements are correctly checked and applied in your environment. If these requirements are not met, Rainbow services may experience major disruptions. <https://help.openrainbow.com/hc/en-us/articles/23942019777170-Check-Rainbow-Network-Requirements> Best regards, Rainbow Customer Care.

Jul 15, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 15, 22:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 3 hours

Affected Components: [WW] Rainbow Administration & Subscriptions, [WW] Rainbow Hybrid PBX Telephony

Jul 8, 10:17:04 GMT+0
Identified - Hello Everyone, As part of our ongoing infrastructure improvement plan, several technical maintenance operations will be scheduled over the coming weeks. These operations are part of a progressive infrastructure evolution aiming to improve service resilience and availability. Each step will be communicated separately when a user impact is expected. The next operation is scheduled on **8 July 2026**, between **21:00 and 00:00 CEST**. During this operation, a new XMPP server will be added to the **3AZ infrastructure**, and the previous XMPP server will be removed. **Expected impact:** During this maintenance window, a very limited number of users may be disconnected from Rainbow. If this happens, they will simply need to reconnect to the application. No other service impact is expected at this stage. We will monitor the operation closely and keep you informed in case of any update. 🚨Please ensure that the Rainbow network requirements are correctly checked and applied in your environment. If these requirements are not met, Rainbow services may experience major disruptions. <https://help.openrainbow.com/hc/en-us/articles/23942019777170-Check-Rainbow-Network-Requirements> Best regards, Rainbow Customer Care.

Jul 8, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 8, 22:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 3 hours

Affected Components: [WW] Rainbow Administration & Subscriptions, [WW] Rainbow Hybrid PBX Telephony

Jul 6, 17:51:29 GMT+0
Identified - Hello Everyone, As part of our ongoing infrastructure improvement plan, several technical maintenance operations will be scheduled over the coming weeks. These operations are part of a progressive infrastructure evolution aiming to improve service resilience and availability. Each step will be communicated separately when a user impact is expected. The first operation is scheduled on **30 June 2026**, between **21:00 and 00:00 CEST**. During this operation, a new XMPP server will be added to the **3AZ infrastructure**, and the previous XMPP server will be removed. **Expected impact:** During this maintenance window, a very limited number of users may be disconnected from Rainbow. If this happens, they will simply need to reconnect to the application. No other service impact is expected at this stage. We will monitor the operation closely and keep you informed in case of any update. Please ensure that the Rainbow network requirements are correctly checked and applied in your environment. If these requirements are not met, Rainbow services may experience major disruptions. <https://help.openrainbow.com/hc/en-us/articles/23942019777170-Check-Rainbow-Network-Requirements> Best regards, Rainbow Customer Care.

Jul 6, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 6, 22:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 1 hour and 5 minutes

Affected Components: [APAC] Rainbow Conferencing, [DE] Rainbow Conferencing, [ANZ] Rainbow Conferencing

Jul 1, 06:03:34 GMT+0
Investigating - We are currently investigating this incident..

Jul 1, 06:53:07 GMT+0
Identified - Problem is identified we are going to apply the fix.

Jul 1, 06:58:51 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Jul 1, 07:09:03 GMT+0
Resolved - This incident has been resolved..

Duration: 3 hours

Affected Components: [WW] Rainbow Administration & Subscriptions, [WW] Rainbow Hybrid PBX Telephony

Jun 30, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Jun 30, 22:00:00 GMT+0
Completed - Maintenance has completed successfully..

Jun 26, 13:22:51 GMT+0
Identified - Hello Everyone, As part of our ongoing infrastructure improvement plan, several technical maintenance operations will be scheduled over the coming weeks. These operations are part of a progressive infrastructure evolution aiming to improve service resilience and availability. Each step will be communicated separately when a user impact is expected. The first operation is scheduled on **30 June 2026**, between **21:00 and 00:00 CEST**. During this operation, a new XMPP server will be added to the **3AZ infrastructure**, and the previous XMPP server will be removed. **Expected impact:** During this maintenance window, a very limited number of users may be disconnected from Rainbow. If this happens, they will simply need to reconnect to the application. No other service impact is expected at this stage. We will monitor the operation closely and keep you informed in case of any update. Please ensure that the Rainbow network requirements are correctly checked and applied in your environment. If these requirements are not met, Rainbow services may experience major disruptions. <https://help.openrainbow.com/hc/en-us/articles/23942019777170-Check-Rainbow-Network-Requirements> Best regards, Rainbow Customer Care.

Duration: 28 days, 10 hours and 35 minutes

Affected Components: [EMEA] Rainbow Hub Voice Services

Jul 6, 13:07:09 GMT+0
Identified - Our investigation indicates that this degradation may be related to previously reported issues over the last two weeks..

Jun 22, 06:00:00 GMT+0
Investigating - 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..

Jul 6, 09:56:15 GMT+0
Identified - 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..

Jul 6, 16:58:21 GMT+0
Identified - 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..

Jul 7, 17:51:06 GMT+0
Identified - Our technical teams are continuing to work on the Rainbow Hub service degradation affecting some Rainbow Hub Voice Services in the EMEA region. **Current status** Further analysis has confirmed that the degradation is linked to high demand during peak call establishment periods. This can impact incoming call setup latency and, in some cases, lead to call disconnections. **Mitigation actions already applied** Several mitigation actions have already been implemented. A corrective change was deployed last Friday to address the poor audio quality previously reported by some customers. This point remains under monitoring. An additional Server Call queue update is planned for July 08, 2026 at 09:00 PM CEST to improve service stability. **Workaround in progress** The workaround is currently being tested and is intended to mitigate the constraint observed during peak periods. Additional validation is required before deployment to ensure service stability and avoid any side effects on customer environments. We understand the importance of this improvement, but it cannot be delivered immediately without completing this validation phase. A target deployment window will be shared once the workaround has been fully tested and approved. We continue to closely monitor the situation and will provide further updates as soon as new information is available. Thank you for your patience and understanding..

Jul 8, 10:04:03 GMT+0
Identified - Our R&D 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..

Jul 13, 13:13:02 GMT+0
Identified - 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..

Jul 10, 13:10:32 GMT+0
Identified - 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..

Jul 8, 15:30:41 GMT+0
Identified - 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..

Jul 9, 14:09:53 GMT+0
Identified - 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. .

Jul 15, 11:32:35 GMT+0
Identified - 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..

Jul 9, 16:03:08 GMT+0
Identified - Following the latest investigations, a corrective action developed by our R&D 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. .

Jul 16, 07:00:12 GMT+0
Monitoring - 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..

Jul 20, 16:34:38 GMT+0
Resolved - After several days of monitoring following the deployment of the corrective action, no further similar issues have been reported or observed. Rainbow Hub Voice Services are operating normally, and this incident is now considered resolved. Our teams will continue to monitor the platform as part of our regular operational activities to ensure ongoing service stability. A post-incident report will be shared in the coming days. Thank you for your patience and understanding throughout this incident..

Duration: 20 minutes

Affected Components: [EMEA] Rainbow Hub Voice Services

Jun 2, 09:15:54 GMT+0
Investigating - Some customers have reported issues on Rainbow Hub. Our technical teams are analyzing the issue to identify the root cause and assess the full impact. We will provide an update shortly. .

Jun 2, 09:26:31 GMT+0
Identified - Our teams have identified the origin of the incident. Mitigation actions are in progress, including cleanup and restart of the impacted component. Service recovery is underway, and we will continue to keep you informed..

Jun 2, 09:32:52 GMT+0
Monitoring - **Service restoration in progress** Services are currently being restored. Please note that it may take some time before full service is fully restored for all customers. Our teams remain fully engaged to complete the recovery as quickly as possible..

Jun 2, 09:35:38 GMT+0
Resolved - This incident has been resolved. If you continue to experience issues, please restart your Rainbow phone or softphone application. Thank you for your patience and understanding throughout this incident..

Jun 3, 07:15:16 GMT+0
Postmortem - # Post-Incident Report Incident Window: June 2, 2026 - 11:09 – 11:30 CEST ### What happened? Yesterday, we experienced a temporary issue affecting one component of our Rainbow Hub infrastructure. A switchover to the backup system was automatically triggered, but it did not start as expected, which led to a short service disruption. ### Impact During this period, Rainbow Hub users in Europe were unable to make calls. ### Resolution Our teams acted immediately to stabilize the affected system and safely restore service. Full service was restored at 11:30 CEST. ### Root cause The issue was linked to an internal database system inconsistency that impacted service availability and prevented the failover mechanism from operating as expected. This type of inconsistency had been observed previously, but only under a very specific and rarely encountered combination of conditions. A correction addressing this class of issue was already in preparation and planned for production update. ### What we’re doing? The fix addressing this issue will be deployed on our European infrastructure on the evening of June 3rd, as part of a more general worldwide fix in all regions. While we have strong confidence this will prevent a recurrence, we are continuing to monitor closely. We sincerely apologize for the inconvenience caused and thank you for your patience and continued trust..

Duration: 2 hours and 29 minutes

Affected Components: [EMEA] Rainbow Hub Voice Services

Jun 1, 13:58:11 GMT+0
Investigating - We are currently investigating this incident..

Jun 1, 14:10:55 GMT+0
Investigating - We’re currently experiencing a loss of telephony for some customers, with intermittent disruptions affecting others. We understand the impact this may have and sincerely apologize for the inconvenience. Our teams are actively investigating and working to restore full service as quickly as possible..

Jun 1, 14:58:37 GMT+0
Identified - **Ongoing investigation** We are observing an intermittent network issue affecting both our data centers in Roubaix and Limburg. We are working closely with our IaaS provider to analyze the situation and identify the root cause. Our teams remain fully engaged to restore full stability as quickly as possible..

Jun 1, 15:30:12 GMT+0
Identified - Our teams remain fully mobilized and are continuing in-depth analysis with our IaaS provider. Work is progressing, and we are focused on restoring full service stability..

Jun 1, 15:42:41 GMT+0
Identified - The network has been stabilized, but the service is still impacted. Our teams are now focusing on the application layer and are fully engaged in restoring full service as quickly as possible..

Jun 1, 15:50:58 GMT+0
Identified - **Service restoration in progress** Services are currently being restored. Please note that it may take some time before full service is fully restored for all customers. Our teams remain fully engaged to complete the recovery as quickly as possible..

Jun 1, 15:57:38 GMT+0
Monitoring - **Service restored** Service has now been restored. Our teams are continuing to monitor the situation closely to ensure ongoing stability. If you continue to experience issues, please restart your Rainbow phone or softphone application. Thank you for your patience and understanding throughout this incident..

Jun 1, 14:28:55 GMT+0
Investigating - **Increase in impact** We are currently seeing an increase in the number of customers affected. All European users are impacted. We understand how critical this service is and sincerely apologize for the continued inconvenience. At this time, the root cause has not yet been identified, but our teams are actively investigating and working urgently to resolve the issue..

Jun 1, 16:27:05 GMT+0
Resolved - This incident has been resolved..

Jun 2, 08:28:53 GMT+0
Postmortem - ## Post-Incident Report **Incident Window:** June 1st, 2026 – 15:45 to 18:00 CEST ### Summary On June 1st, 2026, we experienced a network incident that led to **Rainbow Hub service disruption in Europe**, with up to **\~50% traffic loss**. During this period, some users may have experienced **intermittent connectivity issues**, up to **full service disruption** at peak impact. ### Root Cause The incident occurred in the context of our execution of the **Rainbow Infrastructure upgrade plan and the connection of a new data center.** An infrastructure-level network configuration inconsistency resulted in network instability and significant packet loss affecting Rainbow Hub components. ### Resolution Our teams identified the issue and worked in coordination with our infrastructure provider. The misconfigured routes were corrected and the network stabilized. **Packet loss was resolved by 17:20 CEST**, with **full service restoration completed at 18:00 CEST**. ### Preventive Actions To prevent recurrence, we are implementing the following improvements: * Strengthening **configuration validation processes**, including multi-level and cross-DC checks * Adjusting **change scheduling** to reduce user impact while ensuring adequate monitoring * Enhancing **monitoring and alerting**, particularly for routing anomalies, link flapping, and infrastructure changes * The ongoing **infrastructure upgrade plan** will furthermore result in better platform resilience to network instabilities.

Duration: 2 hours and 44 minutes

Affected Components: [EMEA] Rainbow Hub Voice Services

May 4, 10:08:19 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

May 4, 12:50:29 GMT+0
Resolved - The incident has been resolved and all services are operating normally. The root cause analysis will be shared in a forthcoming post‑mortem..

May 4, 13:00:11 GMT+0
Resolved - We have corrected the recorded start time of the service interruption to reflect the exact moment the issue began. This adjustment ensures full accuracy in our incident timeline. Based on updated log analysis, we were able to more precisely determine when the incident started. We now estimate the start of the incident at **11:53 AM CET**..

May 4, 09:53:00 GMT+0
Investigating - May 4, 2026 at 12:06 PM CET Some customers have reported an interruption of Rainbow Hub service. Our technical teams are analyzing the issue to identify the root cause and assess the full impact. We will provide an update shortly. .

May 5, 08:41:23 GMT+0
Postmortem - ## Post‑Incident Review **Incident Window:** May 4st, 2026 – 11:53 to 12:08 CEST ### Summary A short service interruption occurred following a **power loss affecting one server**. The redundancy mechanism was automatically triggered, redirecting traffic to a secondary server. ### Impact Users experienced a service interruption for a few minutes. During this time, making or receiving new calls was not possible, while ongoing calls were not interrupted. No data loss occurred. ### Root Cause The primary cause of the incident was a power loss on the initial server. When failover occurred, the secondary server was unable to instantly synchronize all data due to abnormal behavior in the database system. This resulted in a short delay while the server scaled up and stabilized. ### Resolution The redundancy mechanism functioned as designed. Service was fully restored once the secondary server completed startup, data synchronization, and load handling. ### Next Steps * Improve capacity to ensure faster startup and data synchronization when taking full load during failover * Optimize failover performance to better handle sudden traffic spikes.

Duration: 1 hour

Affected Components: [DE] Rainbow Core Services, [DE] Rainbow Media Relays, [DE] Rainbow Conferencing

Apr 15, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Apr 15, 19:00:00 GMT+0
Identified - We are planning for a scheduled maintenance during that time. New load balancers will be added will be added with following IP Addresses: \- 141.95.121.152 .[openrainbow.com](http://openrainbow.com) \- 141.95.121.153 [rdd.openrainbow.com](http://rdd.openrainbow.com) \- 141.95.121.157 .[openrainbow.com](http://openrainbow.com) \- 141.95.121.158 [rdd.openrainbow.com](http://rdd.openrainbow.com) Please ensure they are trusted on your firewall. Current load balancers remain reachable: haproxy-external-lim3-prod-1 \- 54.37.95.41 .[openrainbow.com](http://openrainbow.com) \- 51.38.111.143 [agent.openrainbow.com](http://agent.openrainbow.com) \- 54.37.194.109 [rdd.openrainbow.com](http://rdd.openrainbow.com)haproxy-external-lim3-prod-2: \- 51.195.21.11 .[openrainbow.com](http://openrainbow.com) \- 51.195.55.209 [rdd.openrainbow.com](http://rdd.openrainbow.com).

Apr 15, 20:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 1 hour

Affected Components: [APAC] Rainbow Media Relays, [APAC] Rainbow Core Services, [APAC] Rainbow Conferencing, [APAC] Rainbow Hub Voice Services

Apr 15, 14:00:00 GMT+0
Identified - We are planning for a scheduled maintenance during that time. A new load balancer will be added with following IP Addresses: \- 15.235.188.232 .[openrainbow.com](http://openrainbow.com) \- 15.235.188.233 [agent.openrainbow.com](http://agent.openrainbow.com) \- 15.235.188.234 [rdd.openrainbow.com](http://rdd.openrainbow.com) \- 2402:1f00:8008:8f00::1 .[openrainbow.com](http://openrainbow.com) \- 2402:1f00:8008:8f00::2 [agent.openrainbow.com](http://agent.openrainbow.com) \- 2402:1f00:8008:8f00::3 [rdd.openrainbow.com](http://rdd.openrainbow.com) Please ensure they are trusted on your firewall. Current load balancers remain reachable: haproxy-external-sgp1-prod-1 (Note: **decommissioning planned by end of may**): \- 139.99.122.102 .[openrainbow.com](http://openrainbow.com) \- 139.99.4.245 [agent.openrainbow.com](http://agent.openrainbow.com) \- 139.99.2.105 [rdd.openrainbow.com](http://rdd.openrainbow.com) \- 2402:1f00:8001:266::1 .[openrainbow.com](http://openrainbow.com) \- 2402:1f00:8001:266::2 [agent.openrainbow.com](http://agent.openrainbow.com) \- 2402:1f00:8001:266::3 [rdd.openrainbow.com](http://rdd.openrainbow.com) haproxy-external-sgp1-prod-2: \- 15.235.144.86 .[openrainbow.com](http://openrainbow.com) \- 139.99.4.244 [agent.openrainbow.com](http://agent.openrainbow.com) \- 139.99.80.249 [rdd.openrainbow.com](http://rdd.openrainbow.com) \- 2402:1f00:8001:1356::1 .[openrainbow.com](http://openrainbow.com) \- 2402:1f00:8001:1356::2 [agent.openrainbow.com](http://agent.openrainbow.com) \- 2402:1f00:8001:1356::3 [rdd.openrainbow.com](http://rdd.openrainbow.com).

Apr 15, 14:00:01 GMT+0
Identified - Maintenance is now in progress.

Apr 15, 15:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 1 hour

Affected Components: [ANZ] Rainbow Hub Voice Services, [ANZ] Rainbow Media Relays, [ANZ] Rainbow Conferencing, [ANZ] Rainbow Core Services

Apr 15, 12:00:00 GMT+0
Identified - We are planning for a scheduled maintenance during that time. A new load balancer will be added with following IP Addresses: \- 51.161.144.88 .openrainbow.com \- 51.161.144.89 [rdd.openrainbow.com](http://rdd.openrainbow.com) Please ensure they are trusted on your firewall. Current load balancers remain reachable: haproxy-external-syd-prod-1 (Note: **decommissioning planned by end of may**): \- 139.99.148.135 .openrainbow.com \- 139.99.161.35 [agent.openrainbow.com](http://agent.openrainbow.com) \- 139.99.177.193 [rdd.openrainbow.com](http://rdd.openrainbow.com) haproxy-external-syd2-prod-1: \- 139.99.212.212 \*.openrainbow.com \- 139.99.212.213 [agent.openrainbow.com](http://agent.openrainbow.com) \- 139.99.212.214 rdd.openrainbow.com.

Apr 15, 12:00:01 GMT+0
Identified - Maintenance is now in progress.

Apr 15, 13:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 2 hours

Affected Components: [WW] Rainbow Hybrid PBX Telephony, [WW] Rainbow Administration & Subscriptions, , Global (WW) →

Apr 9, 19:00:00 GMT+0
Identified - As part of the preparation for a future infrastructure upgrade, our hosting provider **OVH** will apply a **network configuration update** on link aggregation components. This operation will be performed **interface by interface** to avoid any full service interruption. During the maintenance scheduled for **April 9, 2026, between 21:00 and 23:00 (CEST)**, the following **temporary impacts on Rainbow services** may be observed: * A **brief interruption of connections** * **Temporary slowdowns** on some services, including possible **audio and video quality degradation** in case of limited bandwidth * **Telephony services may be unavailable for several minutes** If telephony services are impacted, affected users will be informed via the message **“Telephone services currently unavailable”**, visible in their telephony settings. No long‑lasting disruption is expected, and services should return to normal once the operation is completed..

Apr 9, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Apr 9, 21:00:00 GMT+0
Completed - Maintenance has completed successfully.

Apr 9, 19:00:00 GMT+0
Identified - OVH, our underlying IaaS provider, will conduct an exceptional infrastructure maintenance on **April 9, 2026 at 21:00 CEST**. This operation targets core platform components and may result in **temporary service degradation or brief interruptions** across our systems. The potential impact is **global (WW)**. We have implemented preventive safeguards to **minimize any operational impact** during the maintenance window. Our team will supervise the event end‑to‑end and respond immediately to any anomaly. Thank you for your understanding..

Duration: 2 hours and 57 minutes

Affected Components: [CALA] Rainbow Hub Voices Services

Apr 6, 11:59:00 GMT+0
Investigating - We are currently investigating this incident..

Apr 6, 13:47:39 GMT+0
Identified - We are continuing to work on a fix for this incident..

Apr 6, 14:25:32 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Apr 6, 14:56:27 GMT+0
Resolved - This incident has been resolved..

Duration: 19 days, 7 hours and 7 minutes

Affected Components: [Middle-East] Rainbow Media Relays, [Middle-East] Rainbow Conferencing

Apr 1, 05:30:00 GMT+0
Identified - Following an incident affecting the **AWS data center in Bahrain** on April 1st (see AWS Health Dashboard: <https://health.aws.amazon.com/health/status>), media traffic was temporarily redirected to **APAC and European regions** to ensure service continuity. As a result, some users may experience a **temporary decrease in media quality** during this period. A full recovery is planned **within one week.**.

Apr 9, 07:13:47 GMT+0
Identified - Update – Infrastructure Recovery Plan Due to the ongoing unavailability of our primary infrastructure in the **AWS Bahrain region** datacenter, and constraints related to the current regional situation, we are unable to restore service from this data center in the short term. As a result, we have initiated the deployment of a **new production instance in an alternative data center outside the Middle East region** to restore long-term service stability. **Current status and next steps:** * The new environment is being identified, then built and validated. * This process is expected to take **approximately one month**. * In the meantime, media traffic will continue to be routed through other regions to maintain service availability, which may result in **temporary impacts on media quality or latency** for some users. We will continue to share progress updates and will communicate once the new instance is ready and traffic migration is completed. Thank you for your patience and understanding..

Apr 21, 08:31:39 GMT+0
Identified - **Update – Regional Infrastructure Rebuild in Progress** Following our previously communicated recovery plan, we are proceeding with the rebuild of a new production data center in **Dubai** to restore stable regional service. We remain within the recovery timeline already shared. The new Dubai-based environment is currently being prepared and is **targeted to be available within the next 10 to 15 days**. **Impact scope and observations:** * The issue is **primarily expected to impact customers in Middle East countries**. * However, we have also received **limited reports of service impact from some customers in India and adjacent countries** in Africa. **Important notes and next steps:** * Until the migration is completed, media traffic continues to be routed through other regions. As a result, **some customers have reported call failures, inability to establish calls, or other malfunctioning features**, in addition to degraded media quality or increased latency. * The new data center deployment is actively in progress. * Service activation will require **network and firewall configuration updates on the customer side** to allow traffic to the new infrastructure. * Detailed technical information (including IP ranges, endpoints, and configuration requirements) will be shared **as soon as it becomes available**, to allow customers to prepare in advance. We will continue to provide regular progress updates and will communicate clearly once the new environment is ready and traffic migration is scheduled. Thank you for your patience and understanding..

Apr 28, 09:01:08 GMT+0
Identified - ### Update – Revised Availability Timeline and Traffic Routing As part of the ongoing regional infrastructure recovery, following a drone strike that impacted critical infrastructure in the region, negotiations with our IaaS provider to finalize and prepare the new production environment in Dubai and Doha are taking longer than initially anticipated. We recognize that this incident has been ongoing since April 1st and has exceeded initial expectations. **As of today, we estimate that May 20 represents the next key milestone for service restoration activities, corresponding to an approximate two‑week delay compared to our previous update.** **Current status** * The new regional infrastructure is still in preparation. * **All media traffic is now strictly routed to our European infrastructure.** * The incident status remains **Partially Degraded Performance**. **Customer impact** Customers located in the Middle East and adjacent countries may continue to experience: * Increased latency * Degraded audio and video quality * Intermittent call setup or media issues **Required customer action** Due to the enforced redirection of traffic to Europe, **customers must ensure that their network and firewall configurations allow access to the full Rainbow infrastructure**. Please review and apply the required network rules as described in the following documentation: 👉 <https://help.openrainbow.com/hc/en-us/articles/23942019777170-Check-Rainbow-Network-Requirements> Failure to update firewall rules may result in connectivity issues or service disruption. **Next steps** * Infrastructure preparation and alignment with the IaaS provider are ongoing. * **We will communicate as soon as the new infrastructure is made available to us and ready for final preparation and migration.** * **In all cases, a further status update will be provided no later than mid-May**, even if no major change has occurred. We appreciate your patience and will continue to communicate transparently until full service restoration is completed..

May 13, 15:39:59 GMT+0
Resolved - We understand the inconvenience this incident may have caused and thank you for your patience. Our teams have worked on our infrastructure to address the issues experienced by customers, and a fix was successfully deployed on **May 6th**. The service should now be back to normal. To ensure optimal performance, we recommend verifying your firewall configuration to **allow access to the full Rainbow infrastructure**. Please review and apply the required network rules as described in the following documentation: 👉 <https://help.openrainbow.com/hc/en-us/articles/23942019777170-Check-Rainbow-Network-Requirements> Failure to update firewall rules may result in connectivity issues or service disruption. If you continue to experience any degradation, please open a ticket with our Customer Care team so we can assist you as quickly as possible. We will continue to monitor the situation closely..

Jun 16, 07:26:42 GMT+0
Identified - \[Middle-East\] Upcoming deployment of Dubai regional media infrastructure Following the media quality issues experienced in the Middle East region, Rainbow is planning the deployment of a new regional media infrastructure located in Dubai. This deployment is intended to improve regional media handling and provide better audio/video quality, lower latency, and improved conference media connectivity for customers located in the Middle East and adjacent regions. The new Dubai-based infrastructure will mainly concern media-related services, including: * Audio/video media traffic * Conference media traffic * TURN / media relay services No customer impact is expected during this deployment. No customer action is required at this stage. A detailed communication will be published later with: * The planned deployment date * The technical details to authorize the new infrastructure, including IP ranges and DNS information * The expected impact, if any, and any required customer / partner actions Customers and partners using restrictive firewall policies should be prepared to update their network rules once the technical details are shared. We will share more information as soon as the deployment schedule and technical details are confirmed..

Jun 18, 12:36:36 GMT+0
Resolved - **\[Middle-East\] New Dubai media infrastructure now available** We are pleased to announce that a new Rainbow regional media infrastructure is now available in **Dubai** for the Middle East region. This new infrastructure strengthens Rainbow media services in the region and is designed to improve media handling, audio/video quality, latency, and conference connectivity for customers located in the Middle East and adjacent regions. This is an important step in improving the regional Rainbow experience and providing more local media resources for our customers. **Services concerned:** * Audio/video media traffic * Conference media traffic **What This Means for You** No service disruption is expected. The transition has been designed to be seamless while progressively improving overall media experience. **Customer / Partner action:** For customers and partners using restrictive firewall policies, please ensure that the new Dubai-based FQDNs and public IP addresses below are authorized. FQDN / public IP addresses to authorize: * [turn-uae1.openrainbow.com](http://turn-uae1.openrainbow.com) \-> 20.46.45.98 * [rtc-uae1.openrainbow.com](http://rtc-uae1.openrainbow.com) \-> 20.216.40.107 Ports / protocols: No new ports are introduced by this update. Customers should ensure that the ports and protocols already required by Rainbow Network Requirements are allowed towards the new Dubai-based FQDNs and public IP addresses. Existing Rainbow IP addresses and FQDNs remain valid and must not be removed unless explicitly instructed. **Rainbow Network Requirements are available here:** <https://help.openrainbow.com/hc/en-us/articles/23942019777170-Check-Rainbow-Network-Requirements> We will continue to monitor the service closely. If you experience any media degradation after applying the required network rules, please open a ticket with our Customer Care team so we can assist you..

Duration: 2 days, 4 hours and 32 minutes

Affected Components: [WW] Rainbow Hybrid PBX Telephony, , [APAC] Rainbow Media Relays, [EMEA] Rainbow Core Services, [APAC] Rainbow Core Services, [ANZ] Rainbow Hub Voice Services, [CALA] Rainbow Conferencing, [ANZ] Rainbow Media Relays, [CALA] Rainbow Core Services, [WW] Rainbow Administration & Subscriptions, , [DE] Rainbow Core Services, [NA] Rainbow Hub Voices Services, [NA] Rainbow Conferencing, [CALA] Rainbow Hub Voices Services, [NA] Rainbow Media Relays, [DE] Rainbow Media Relays, [CALA] Rainbow Media Relays, [EMEA] Rainbow Media Relays, , , [DE] Rainbow Conferencing, [APAC] Rainbow Conferencing, [EMEA] Rainbow Conferencing, [EMEA] Rainbow Hub Voice Services, [ANZ] Rainbow Conferencing, [APAC] Rainbow Hub Voice Services, [ANZ] Rainbow Core Services, [NA] Rainbow Core Services, North America (NA) → Caribbean & Latin America (CALA) → Australia-New Zealand (ANZ) → Asia-Pacific (APAC) →

Mar 31, 06:28:19 GMT+0
Investigating - We are currently investigating this incident..

Mar 31, 06:55:34 GMT+0
Identified - We’re facing a major incident caused by unexpected database latency. Our engineers are investigating and working to restore normal performance. We sincerely apologize for the inconvenience and will keep you updated..

Mar 31, 07:25:24 GMT+0
Identified - Our teams are actively working on restoring the service. Services are partially recovered, although we continue to observe latency. We will share further updates as progress is made..

Mar 31, 07:59:03 GMT+0
Identified - We are continuing to make progress in restoring the service, although elevated load is currently slowing the process. Our teams remain fully mobilized, and we will provide further updates as the situation evolves..

Mar 31, 08:32:59 GMT+0
Identified - We are still experiencing degraded performance, but we are seeing ongoing progress as our teams actively manage elevated traffic levels as part of the mitigation efforts. We currently estimate full recovery within the next several hours and are working to shorten this timeframe as improvements continue..

Mar 31, 08:37:39 GMT+0
Identified - As part of the ongoing incident resolution, a full system restart will be performed. This will cause active sessions to be disconnected. This action is necessary to restore the service and stabilize the platform. Our teams will be closely monitoring the situation throughout this operation, and we expect this step to accelerate the return to normal service..

Mar 31, 08:58:38 GMT+0
Identified - The system restart is still ongoing and is expected to take approximately one hour. We will provide another update as soon as the process is completed..

Mar 31, 09:32:03 GMT+0
Identified - The system restart is still in progress. We will provide another update as soon as the operation is completed..

Mar 31, 10:01:38 GMT+0
Identified - We are still completing the restart process, and some services may take a bit more time to fully stabilize. Our teams remain actively engaged, and we will provide a further update as soon as the next milestone is reached..

Mar 31, 10:26:20 GMT+0
Identified - We are performing additional actions on our infrastructure, but the service has not yet returned to normal. Our teams are continuing to work through the situation, and we will share further details as soon as new progress is made..

Mar 31, 11:00:59 GMT+0
Identified - Despite no significant change for users at this time, our teams continue to work steadily on the resolution. Based on current progress, we expect full recovery before the end of the day. We will continue to keep you informed and share more details as soon as we make further progress..

Mar 31, 11:34:07 GMT+0
Identified - Our teams continue to work actively on restoring the service. While the situation remains complex and no definitive recovery path has been confirmed yet, all necessary actions are being taken to move forward..

Mar 31, 12:07:10 GMT+0
Identified - To stabilise the service, a portion of user traffic has been temporarily reduced while our teams work on redistributing the load across our systems. This may prevent access to the platform for some users. We are actively working to restore normal access as quickly as possible..

Mar 31, 12:28:21 GMT+0
Identified - Services are starting to be partially restored, although not all users may be able to access them yet. Our teams continue to work on completing the recovery..

Mar 31, 12:54:31 GMT+0
Identified - Most of our services are coming back online, and availability continues to improve, even though some users may still experience limited access. Our teams remain fully committed and are making steady progress toward full recovery..

Mar 31, 13:27:03 GMT+0
Identified - Telephony services are starting to recover, and PBX systems are reconnecting. Some users may still experience slow response times, but overall availability continues to improve. Our teams remain fully engaged and are closely monitoring the situation to support the ongoing recovery..

Mar 31, 13:56:36 GMT+0
Identified - We continue to observe some instability on our infrastructure, but our teams have identified the contributing network issues and are actively working with our provider to address them. As part of our stabilisation efforts, several servers are being redirected to an alternate site to ensure a more reliable environment. These actions are already helping to improve the situation, and we remain fully mobilized to restore full service as quickly as possible. Further updates will follow as progress continues..

Mar 31, 14:31:20 GMT+0
Monitoring - Services have been restored, and the vast majority of data is now available to users. Our teams are monitoring the platform closely to ensure full stability..

Mar 31, 14:55:50 GMT+0
Monitoring - Services have been restored, and we continue to monitor the platform closely to ensure everything remains stable. If you experience any issue with Rainbow, a simple log out and log back in should help..

Mar 31, 15:31:12 GMT+0
Monitoring - Monitoring activities are still ongoing, and current indicators remain positive. Our IaaS provider has also made progress on resolving the underlying network issues. We will continue to observe the platform closely and provide further updates if necessary..

Apr 2, 11:00:01 GMT+0
Resolved - This incident has been resolved..

Mar 31, 15:58:57 GMT+0
Resolved - The Rainbow service remains operational. OVH is still experiencing network issues in the Roubaix datacenter, which temporarily reduces our high‑availability capacity. Despite this, the platform is functioning normally, and we are maintaining reinforced monitoring to ensure service continuity. Our teams are closely following the situation with our provider and will take any additional measures needed. Thank you for your understanding while we worked through this incident..

Apr 2, 11:00:00 GMT+0
Postmortem - **Post‑mortem Update** – Apr 02, 13:00 AM CEST Following the application of OVH’s fix yesterday at approximately 22:00 CEST, all data centers are now fully operational. All services have returned to normal and continue to be closely monitored. \=== Apr 01, 2026 10:07 AM **Incident Report: Root Cause Analysis – Rainbow Data Center** **1\. Executive Summary** Our Rainbow Data Center provider experienced significant service degradation impacting our Rainbow services in our different regions due to a network routing anomaly at our primary hosting provider. Incident was caused by the instability of IP Routing between the different Data Center virtual router resulted in an active/passive switch flapping scenario that ultimately isolated database nodes and interrupted client connections. All services have now been restored by routing traffic to an alternate data center, and we are currently in strict monitoring mode. **2\. Timeline of Events** * **31/03, 08:00:** Flapping issue escalated on OVH Data Center, leading to a split-brain condition on our database infrastructure. Service disruption became widespread. * **31/03, 08:00 – 10:00:** The team assessed all available options to recover service without resorting to a full platform restart, which was considered a last resort given the risk of a broader outage. Despite these efforts, the underlying network instability could not be resolved through targeted intervention alone. * **31/03, 11:00 - 11:30:** The engineering team attempted a first restoration. This was unsuccessful as the network continued to flap between DCs. * **31/03, 12:00:** A second restart was initiated, attempting to distribute the load across different data centers. * **31/03, 13:00:** Our teams executed a major restoration by isolating faulty datacenter network elements. * **31/03, 13:30-16:30:** Rainbow services were recovered and users were getting progressively access to their services in the different regions * **Current Status:** All IP addresses from Roubaix were successfully switched to the Gravelines data center, and services have been restored. We are now in a dedicated monitoring phase and working with OVH Team to ensure DC Roubaix stability. **3\. Root Cause Description** The service disruption was triggered by a malfunction in the network at our data center, which is operated by our infrastructure provider, OVH. We observed repeated VRRP flapping, preventing incoming traffic from reliably reaching the active destination server. This persistent routing instability ultimately disrupted database synchronization, resulting in a split-brain scenario in which database nodes operated independently without maintaining consensus. As the VRRP protocol is managed externally by the hosting provider, direct intervention at the switch level was not possible on our end, requiring the implementation of an architectural bypass to restore service. **4\. Corrective Actions and Next Steps** We are accelerating the expansion Rainbow Service with new IaaS provider to avoid full dependency on OVH Cloud network solution – A detailed timeline will be shared before end of next week **Invitation: Partner Webinar on Rainbow Solution Stability** To ensure full transparency and ongoing collaboration, we will invite our partner community to a dedicated technical webinar next week. Invitation to follow before end of this week..

Duration: 50 minutes

Affected Components: [WW] Rainbow Hybrid PBX Telephony, [WW] Rainbow Administration & Subscriptions, , [EMEA] Rainbow Hub Voice Services, Global (WW) →

Mar 16, 21:00:22 GMT+0
Identified - We are continuing to work on a fix for this incident..

Mar 16, 21:50:22 GMT+0
Resolved - This incident has been resolved..

Duration: 40 minutes

Affected Components: [WW] Rainbow Hybrid PBX Telephony, [EMEA] Rainbow Hub Voice Services, [WW] Rainbow Administration & Subscriptions, [DE] Rainbow Core Services, [EMEA] Rainbow Core Services, , , Global (WW) → Germany (DE) →

Feb 16, 09:11:00 GMT+0
Identified - We experienced some slowness on the European platform between 10:10 and 10:30 CET, which resulted in degraded service access in certain areas and on some features. This was due to partial congestion caused by an update rollout from our IaaS provider. Service is back to normal. We keep monitoring closely.

Feb 16, 09:51:15 GMT+0
Resolved - This incident has been resolved..

Duration: 1 hour and 25 minutes

Feb 9, 07:30:00 GMT+0
Investigating - We are currently investigating this incident..

Feb 9, 07:45:00 GMT+0
Identified - We are continuing to work on a fix for this incident..

Feb 9, 07:55:00 GMT+0
Resolved - This incident has been resolved..

Feb 10, 11:00:00 GMT+0
Postmortem - ### Root Cause Analysis – Service Degradation on February 9th Incident Window : 07:20–08:55 CET (end users impact between 08:30-08:55 CET) Services Impacted : Outbound and inbound call establishment for a subset of customers in France and Germany Current Status : Fully resolved ### Summary of the Incident On February 9th, a service degradation affected voice call processing on our platform. Some customers experienced failed call attempts for approximately 30 minutes. The issue has since been fully resolved, and the platform is operating normally. ### Customer Impact • Some customers experienced call setup failures for approximately 30 minutes. • No impact on other services or call legs already established. • No further issues have been detected since restoration. ### What Happened (Timeline) 07:20 CET – Automatic Failover • One of our proxy servers became unavailable. • The platform automatically switched over to the redundant proxy as expected. • At this stage, only a few calls (4–5) in ringing phase were lost. • Services were nominal after the switchover. 08:30 CET – Crash on the Redundant Proxy • The newly active proxy experienced a crash. • Service degradation became visible to some customers (call failures). • During restart, our team detected data inconsistencies in the proxy environment. This inconsistency prevented the automated switchover to the secondary instance. • Checks and clean-up of database were required before safely restarting the service to prevent further data corruption and repeat failure. 08:55 CET – Full Service Restoration • The proxy was restarted once data integrity was secured. • All services stabilized and no further issues were observed. ### Root Cause Preliminary analysis indicates that data corruption occurred during the initial switchover between proxies. This corruption prevented a clean restart of the redundant proxy and ultimately triggered the crash. The underlying cause appears linked to anomalies in the proxy cluster’s data synchronization process during the failover. ### Corrective Actions Taken • Ensured the integrity of all proxy data before restart • Restored the proxy and validated call flow end‑to‑end • Performed full health checks across the platform ### Preventive Actions (In Progress) We are implementing the following measures: 1\. Hardening of failover procedures to avoid data inconsistencies during switchover 2\. Improve continuous monitoring of proxy cluster data consistency to detect abnormal state earlier and isolate faulty instances.

Duration: 5 hours and 46 minutes

Affected Components: [DE] Rainbow Core Services, [CALA] Rainbow Core Services, [EMEA] Rainbow Core Services, [APAC] Rainbow Core Services, [ANZ] Rainbow Core Services, [NA] Rainbow Core Services

Feb 4, 13:50:49 GMT+0
Monitoring - **Service is partially restored.** All Rainbow Core features are available except call logs..

Feb 4, 14:33:41 GMT+0
Resolved - Services are restored, RCA will be shared soon..

Feb 4, 08:47:35 GMT+0
Investigating - We are currently investigating this incident..

Feb 4, 09:05:51 GMT+0
Identified - We are continuing to work on a fix for this incident..

Feb 4, 09:34:39 GMT+0
Identified - We are continuing to work on a fix for this incident..

Feb 4, 09:49:51 GMT+0
Identified - We identified peak traffic problem, currently rebalancing the traffic.

Feb 4, 11:32:09 GMT+0
Identified - The root cause has been identified, and recovery actions are currently in progress.Service restoration in underway, and systems are being progressively brought back online.

Feb 4, 12:08:29 GMT+0
Monitoring - Core services have been restored and are now under enhanced monitoring.Service restoration is being progressively completed across all user accounts. Our teams remain fully engaged to ensure complete recovery and platform stability..

Feb 4, 13:08:43 GMT+0
Monitoring - **Service restoration continues across remaining affected accounts.** Our teams are actively finalizing recovery for the remaining accounts and continue monitoring platform stability closely..

Feb 6, 11:00:00 GMT+0
Postmortem - Post-Incident Report Incident Window: Feb 4th 8:30 AM- 5:00 PM CET 1\. Incident Timeline & Recovery · 08:30 AM CET: Initial instabilities detected on European core infrastructure. · 09:45 AM CET: Global service disruption confirmed. · 10:30 AM CET: Traffic temporarily suspended by our ALE operations team to allow for a safe, synchronized server reinitialization. · 12:00 PM – 02:00 PM CET: Services progressively restored for most impacted users, with the exception of Call-Log service · 02:00 PM – 05:00 PM CET: Close Monitoring of the situation and stability of services · 05:00 PM CET: All services including Call-Log fully restored. 2\. Scope of Impact · Rainbow Collaboration: Chat, Conference, and Webinar services in Europe, Middle East and Africa. · Rainbow Hub: Softphony services in Europe, Middle East and Africa. · Rainbow Hybrid Telephony: Worldwide services (Click-To-Call, Softphone). 3\. Technical Summary The incident originated from a network maintenance operation performed overnight between February 3rd to Feb 4th on an XMPP server cluster node. Although the standard restoration was completed at 04:00 AM CET on February 4th, subsequent network instabilities at 08:30 AM CET caused a desynchronization within the cluster, which ultimately led to the incident. To resolve the resulting service outage, our teams performed a controlled restart of all affected systems. We temporarily blocked traffic to prevent the recovering cluster from being overwhelmed. We then allowed the servers to fully resynchronize before restoring normal service to users. 4\. Current Status As confirmed above, all services are now fully operational from 05:00 PM CET. 5\. Corrective actions Our in-depth analysis of this incident has led us to take additional actions to further strengthen the long-term stability of the platform in the coming weeks. · Adding communication nodes to create a more robust cluster architecture. This will further reduce the risk of synchronization failures during periods of unforeseen network instabilities. · Upgrading database nodes’ hardware. This will accelerate system recovery during incidents. We value your partnership and your patience. If you have immediate concerns or require further support, please contact our support team directly..

Duration: 7 hours and 43 minutes

Affected Components: [EMEA] Rainbow Hub Voice Services

Feb 4, 15:54:50 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Feb 4, 16:12:33 GMT+0
Resolved - This incident has been resolved..

Feb 4, 08:29:11 GMT+0
Investigating - We are currently investigating this incident. A few amount of user cannot make external calls.

Feb 4, 10:20:27 GMT+0
Identified - We are continuing to work on a fix for this incident..

Duration: 32 minutes

Jan 29, 12:58:52 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Jan 29, 13:21:05 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Jan 29, 13:24:44 GMT+0
Monitoring - Some customers still impacted, fix is ongoing.

Jan 29, 13:31:07 GMT+0
Resolved - This incident has been resolved..

Duration: 20 minutes

Affected Components: [WW] Rainbow Hybrid PBX Telephony

Jan 22, 21:20:00 GMT+0
Investigating - We are currently investigating this incident..

Jan 22, 21:40:00 GMT+0
Resolved - This incident has been resolved..

Jan 22, 22:09:48 GMT+0
Resolved - This incident has been resolved..

Duration: 8 minutes

Affected Components: [DE] Rainbow Core Services, [DE] Rainbow Conferencing, , Germany (DE) →

Jan 20, 20:44:00 GMT+0
Investigating - Several network loss on DC provider, causing some users reconnections.

Jan 20, 20:52:00 GMT+0
Resolved - This incident has been resolved. No more reconnection issues observed.

Duration: 9 hours and 3 minutes

Affected Components: [EMEA] Rainbow Hub Voice Services

Dec 24, 16:28:14 GMT+0
Postmortem - On December 24, 2025, between 05:30 and 14:00 CET, some Rainbow Hub companies experienced inbound and outbound call issues. The incident was caused by a temporary network disruption, which led to an inconsistent NAT port handling on an intermediate component of the Rainbow Hub infrastructure. This affected several trunks, while the majority of services remained operational. Corrective actions were applied, and the issue was fully resolved after a configuration update on the affected intermediate server. All services have since been fully restored, and no other Rainbow services were impacted..

Dec 24, 05:00:00 GMT+0
Investigating - We are currently investigating this incident..

Dec 24, 07:46:11 GMT+0
Resolved - This incident has been resolved..

Dec 24, 08:18:12 GMT+0
Investigating - We are currently investigating this incident..

Dec 24, 08:44:23 GMT+0
Investigating - We are continuing to work on a fix for this incident.

Dec 24, 09:28:26 GMT+0
Identified - Several fixes have been applied, we monitor the system.

Dec 24, 09:47:51 GMT+0
Monitoring - We are currently monitoring the result.

Dec 24, 10:50:32 GMT+0
Monitoring - Remaining cases are identified, we work on fixes.

Dec 24, 14:02:35 GMT+0
Resolved - This incident has been resolved. We'll provide RCA soon.

Duration: 2 hours and 18 minutes

Affected Components: [APAC] Rainbow Media Relays

Dec 15, 08:00:01 GMT+0
Identified - Maintenance is now in progress.

Dec 15, 10:18:19 GMT+0
Completed - Maintenance has completed successfully..

Dec 15, 08:00:00 GMT+0
Identified - We are planning for a scheduled maintenance during that time. During maintenance operation, server turn-sgp1-prod-1 (Media relay) will be down, following IP addresses will be unreachable: \- 139.99.120.111 \- 2402:1f00:8001:6f::1 During maintenance, call will be established on closest Media relays servers (please ensure they are trusted in end customer firewall): \- BHR: 15.184.158.216 / 157.175.244.247 \- TOK: 169.56.36.231 / 2401:c900:1001:287::2.

Duration: 3 hours and 32 minutes

Affected Components: [EMEA] Rainbow Hub Voice Services

Nov 25, 18:50:00 GMT+0
Identified - We are continuing to work on a fix for this incident..

Nov 25, 19:13:00 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Nov 25, 15:43:00 GMT+0
Investigating - We are currently investigating this incident..

Nov 25, 19:15:00 GMT+0
Resolved - This incident has been resolved..

Duration: 7 minutes

Affected Components: [EMEA] Rainbow Core Services

Nov 16, 04:36:26 GMT+0
Identified - Some users may encounter difficulties receiving notification on their mobile device when idle, leading to incoming calls not present for instance. We are working on a fix. In a meantime, to not loose any incoming call, you may use or other desktop or web applications on a PC..

Nov 16, 04:43:52 GMT+0
Resolved - This incident has been resolved..

Affected Components: [APAC] Rainbow Media Relays, [APAC] Rainbow Conferencing, [APAC] Rainbow Core Services

Nov 13, 08:50:00 GMT+0
Resolved - This incident has been resolved..

Nov 13, 09:10:00 GMT+0
Resolved - This incident has been resolved..

Duration: 1 hour

Affected Components: [WW] Rainbow Hybrid PBX Telephony

Oct 27, 08:00:00 GMT+0
Identified - We are planning for a scheduled maintenance during that time. Step1: 9:00 am (France time), Rainbow team will drain following load balancers: haproxy-external-gra3-prod-3 (178.32.125.32, 178.32.125.56, 178.32.125.46 will be removed from DNS answer) haproxy-external-rbx8-prod-3 (178.32.126.147, 178.32.126.16, 178.32.126.196 will be removed from DNS answer) Step2: 10:00 am (France time), a gentle reconnection (based on PBX country) of OXE cloud-agent during non-working hours will be performed. At this stage, if connections are established on above load balancer, a reconnection will happen (3xx answer returned by load balancer) and PBXs connected upon to load balancer will initiate a new connection which establish on available load balancers. Step3: Rainbow team will monitor the remaining connections on haproxy-external-gra3-prod-3 and haproxy-external-rbx8-prod-3\. Once all connections are closed to null, Rainbow team will proceed for OS migration. A dedicated maintenance will be published in Rainbow status page..

Oct 27, 08:00:01 GMT+0
Identified - Maintenance is now in progress.

Oct 27, 09:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 2 hours

Affected Components: [WW] Rainbow Hybrid PBX Telephony

Oct 20, 05:00:00 GMT+0
Identified - We are planning for a scheduled maintenance during that time. Step1: 7:00 am (France time), Rainbow team will proceed for maintenance on following load balancers. No impact for customers, they are drained and removed from DNS pool: haproxy-external-gra3-prod-2 178.32.125.107, 178.32.125.135, 178.32.125.149 haproxy-external-rbx8-prod-2 178.32.125.161, 178.32.125.168, 178.32.125.241 Step2: 9:00 pm (France time), load balancers back in service in DNS pool Caution: next maintenance will occur by October 27th at 9:00 am (France time), following load balancers will be drained and removed from DNS pool: haproxy-external-gra3-prod-3 178.32.125.32, 178.32.125.56, 178.32.125.46 haproxy-external-rbx8-prod-3 178.32.126.147, 178.32.126.16, 178.32.126.196 Key points: \- Ensure all load balancers' IP addresses are trusted in customers' firewall \- Ensure customers use FQDN [agent.openrainbow.com](http://agent.openrainbow.com) instead of IP Addresses \> Note: you may also use Rainbow Pilot: <https://pilot.openrainbow.com/networkRequirements> to obtain the Network requirements..

Oct 20, 05:00:01 GMT+0
Identified - Maintenance is now in progress.

Oct 20, 07:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 2 hours

Affected Components: [WW] Rainbow Hybrid PBX Telephony

Oct 15, 19:00:00 GMT+0
Identified - Step1: 9:00 pm (France time), Rainbow team will add 2 new load balancers in France, please ensure they are trusted in customer's firewall: \- 178.32.126.211, 178.32.126.97 (\*.[openrainbow.com](http://openrainbow.com)) \- 178.32.126.251, 178.32.127.14 ([agent.openrainbow.com](http://agent.openrainbow.com)) \- 178.32.126.70, 178.32.127.143 ([rdd.openrainbow.com](http://rdd.openrainbow.com)) \> Note: you may also use Rainbow Pilot: <https://pilot.openrainbow.com/networkRequirements> to obtain the Network requirements. Step2: 9:30 pm (France time), following load balancers will be drained: haproxy-external-gra3-prod-2 (178.32.125.107, 178.32.125.135, 178.32.125.149 will be removed from DNS answer) haproxy-external-rbx8-prod-2 (178.32.125.161, 178.32.125.168, 178.32.125.241 will be removed from DNS answer) Step3: 10:00 pm (France time), a gentle reconnection (based on PBX country) of OXE cloud-agent during non-working hours will be performed At this stage, if connections are established on above load balancer, a reconnection will happen (3xx answer returned by load balancer) and PBXs connected upon to load balancer will initiate a new connection which establish on available load balancers. Step4: Rainbow team will monitor the remaining connections on haproxy-external-gra3-prod-2 and haproxy-external-rbx8-prod-2\. Once all connections are closed to null, Rainbow team will proceed for OS migration. A dedicated maintenance will be published in Rainbow status page. Key points: \- Ensure all load balancers' IP addresses are trusted in customer's firewall \- Ensure customers use FQDN instead of IP Addresses \- Reconnection timers must be defined properly to ensure seamless connection.

Oct 15, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Oct 15, 21:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 2 hours

Affected Components: [CALA] Rainbow Core Services

Oct 14, 09:00:00 GMT+0
Completed - Maintenance is now in progress.

Oct 14, 07:00:00 GMT+0
Identified - We are planning for a maintenance during that time. During maintenance operation, servers haproxy-external-sao-prod-1 / haproxy-external-sao-prod-2 (load balancers) will be down, following IP addresses will be unreachable: * 169.57.174.106 (\*.[openrainbow.com](http://openrainbow.com)) * 169.57.207.27 (\*.[openrainbow.com](http://openrainbow.com)).

Oct 14, 07:00:01 GMT+0
Identified - Maintenance is now in progress.