Investigating Potential Issue with Phone Notifications
This summary is created by Generative AI and may differ from the actual content.
Overview
On March 21, 2026 from 06:37 UTC to 18:55 UTC, a small number of PagerDuty customers in the US service region experienced delivery failures or delays for Voice notifications. This was isolated to one of our notification providers, and our teams successfully rerouted 100% of the affected Voice traffic to an alternate provider, fully resolving the issue. All other core PagerDuty platform functionalities remained fully operational during this time.
Impact
A small number of PagerDuty customers in the US service region were impacted, with delivery failures or delays for Voice notifications.
Trigger
The issue was triggered by a localized service failure at one of our Voice notification providers in the US service region.
Detection
The issue was detected when a small number of customers reported that Voice notifications were delayed or failing, prompting the initiation of the Major Incident process at 06:37 UTC.
Resolution
Our engineers executed a configuration change to shift 100% of the US Voice notification traffic to an alternate provider, fully resolving the issue by 18:55 UTC.
Root Cause
The root cause of the incident was a localized service failure at one of our Voice notification providers in the US service region, which is currently being investigated by engaging with the external provider and actively monitoring notification delivery metrics.