All systems operational

360dialog Infrastructure
Operational
360dialog WhatsApp Business API
Operational
WhatsApp Business API Number Setup
Operational
360 Client and Partner Hub
Operational

Partner API

Operational
Partner Webhooks
Operational

Marketing Automation

Operational
Meta / Facebook Infrastructure
Operational
Meta / Facebook WhatsApp Business API (Message Delivery)
Operational

WhatsApp Business Account Management (FB Business Manager)

Operational
Embedded Signup
Operational

Notice history

May 2023

Meta Annouces Some Disruptions to On-Premises Solution
Meta announce major disruptions to Cloud API
API performance degradation
  • Resolved

    At ~13:15UTC we detected a performance degradation of our APIs. Customers may have experienced increased API response times and / or API timeouts. The issue was resolved by -14:32UTC.
    We are reviewing the incident internally and we will provide a root cause analysis in due course.

Apr 2023

Instability after upgrade to WABA version 2.47.1
Some disruptions with messaging
  • Resolved

    The issue is now resolved.

  • Monitoring

    The issue affecting message delivery has been fixed. We are monitoring and keeping track of the issue to make sure it is fully resolved.

  • Investigating

    Due to the scheduled maintenance we have today, we are experiencing disruptions with messaging. We are currently investigating this incident.

360dialog Hub scheduled maintenance
  • Completed
    April 25, 2023 at 5:00 AM

    Maintenance has completed successfully

  • In progress
    April 25, 2023 at 4:00 AM

    Maintenance is now in progress

  • Planned
    April 25, 2023 at 4:00 AM

    The 360dialog Hub will undergo scheduled maintenance on Tuesday, 25th April 2023.

    The downtime is expected to last approximately 1 hour. Only the 360dialog Hub and 360dialog Partner API will be affected, which means that the messaging service will continue to work normally. No messages are expected to be delayed or present errors during this maintenance.

    We apologize for any inconvenience caused and thank you for your understanding.

Some disruptions to Cloud API messaging, Embedded Signup flow and other services
  • Resolved

    The issue is now resolved.

  • Monitoring

    The issue affecting Cloud API message delivery has been mitigated. We are monitoring and keep track of the issue to make sure it is fully resolved.

  • Monitoring

    The issue affecting Cloud API message delivery has been mitigated. We are containing to monitor the situation.

  • Identified

    We are working with Meta's Integration Support Engineering team to restore Cloud API messaging. Cloud API numbers are still currently unable to receive messages.
    We will provide another update within 4 hours or sooner if additional information is available.

  • Identified

    There is an ongoing issue that preventing Cloud API numbers from receiving messages. We are working on a solution currently. ETA: ~1 hour

  • Resolved

    The issue is now resolved.

  • Identified

    We have identified the cause of the issue. We are working with Meta's Integration Support Engineering team to restore the services.

  • Investigating

    We are aware of an issue that is impacting some of our platform components. Specifically, this issue is effecting:

    • Cloud API messaging
    • Embedded Signup flow (and integrated onboarding flow)
    • Template management
    • Profile management
    • WhatsApp webhooks
    • Migrations (number porting)
    • On-premise -> Cloud API migration

    360dialog On-Premise messaging is not affected.

    Our engineering team is currently investigating the issue with Meta and we'll update again as soon as possible.

Issues with migration assistant tool in the 360dialog Hub
  • Resolved

    The issue is now resolved.

  • Identified

    We are aware of an issue that is impacting Cloud API migrations. Customers are currently unable to migrate numbers from the 360dialog On-Premise API => 360dialog Cloud API using the migration assistant tool in the 360dialog Hub. Our engineering team is currently investigating it and we'll update again as soon as possible. Please pause any migration activities until further notice.

Issue with Template Manager
  • Resolved

    The issue has been identified and fixed.

    Please accept our apologies for any inconvenience that this may have caused.

  • Investigating

    We are aware of an issue that is preventing users from seeing and creating Templates.
    Our engineering team is currently investigating it.
    Please wait for new updates, which will be shared here as soon as they are available.

Some disruptions to WhatsApp API and 360dialog Hub
  • Resolved

    Our engineering team has deployed the fix for the 360dialog Hub UI issue presented and now all systems are operational.

    We will keep monitoring its behavior to ensure it is stable and will provide an update in the upcoming hours.

    Root Cause Analysis

    Issue description and impact:
    On 11/04/23 at ~10:50 UTC we detected a disruption to our core services. Specifically, calls to our WhatsApp and 360dialog Hub APIs were timing out. Our web application, the 360dialog Hub, could not be loaded.

    Cause of the issue:
    A malfunction in our Redis based caching service caused by a bug in the software.

    Mitigation Steps / Summary:
    Our engineering team applied patches which mitigated the issue as per the summary below.

    360dialog Hub - Partners webservice
    5 hours and 24 minutes
    10:50-16:14 UTC

    360dialog Hub - Other services
    3 hours and 7 minutes
    10:50-13:57 UTC

    Messaging Waba proxy callback and Waba proxy webserver
    1 hour and 48 minutes
    10:50-12:38 UTC
    (partial outage)

    Prevention of recurrence & suggestions:
    We have completed an internal review with all relevant teams and work is underway to strengthen our deployment protocols to prevent recurrence.

  • Identified

    We are aware that the 360dialog Hub UI is still inaccessible for many Customers. Our engineering teams are working on a solution for this. We will provide another update within 2 hours or sooner if additional information is available.

  • Identified

    We are aware that the 360dialog Hub UI is still inaccessible for many Customers. Our engineering teams are working on a solution for this. We will provide another update within 2 hours or sooner if additional information is available.

  • Identified

    The WhatsApp API has been restored ✅
    We are working to resolve the issues with the 360dialog Hub currently.

  • Identified

    Our engineers are working on a solution for the outage. We will update again asap.

  • Identified

    Our engineers have identified the cause of the issue.

  • Investigating

    We are aware of an issue that is impacting our WhatsApp API and 360dialog Hub. Our engineering team is currently investigating it and we'll update again as soon as possible.

    When attempting to send messages, you will get the error: 500 Internal Server Error
    When trying to load the 360dialog Hub or calling any hub.360dialog.com/v1 endpoint, you will get the error: 504 Gateway Time-out

Mar 2023

Issues with Messaging Service
  • Resolved

    The issue is now resolved.

  • Investigating

    We are currently investigating an issue with the 360dialog platform which is effecting the messaging service and APIs.

360dialog Hub scheduled maintenance
  • Completed
    March 21, 2023 at 11:00 AM

    Maintenance has completed successfully

  • In progress
    March 21, 2023 at 10:00 AM

    Maintenance is now in progress

  • Planned
    March 21, 2023 at 10:00 AM

    The 360dialog Hub will undergo scheduled maintenance on Tuesday, 21st March 2023.

    The downtime is expected to last approximately 1 hour. Only the 360dialog Hub and 360dialog Partner API will be affected, which means that the messaging service will continue to work normally. No messages are expected to be delayed or present errors during this maintenance.

    We apologize for any inconvenience caused and thank you for your understanding.

360dialog Hub not loading
  • Resolved

    The issue is now resolved.
    We will add details about the incident in due course.

  • Identified

    Our engineers have found the root cause and are working to fix the issue.

  • Investigating

    Some users are experiencing errors while trying to use the 360dialog Client & Partner Hub. Our engineers are currently investigating it.

    No messaging is affected, the issue is concentrated only in the Hub interface or Partner API usage.

Mar 2023 to May 2023