Affected Components: User Availability, Attendant Console, Historical Reports via PowerBI, Call Handling, User Portal, Microsoft Service Health, Nimbus App, Admin Portal

Jul 5, 05:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **DE-01 cluster**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

Affected Components: User Availability, Attendant Console, Admin Portal, Nimbus App, Call Handling, Historical Reports via PowerBI, Microsoft Service Health

Jul 1, 17:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **EU-01 cluster**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

Affected Components: Attendant Console, User Availability, User Portal, Historical Reports via PowerBI, Call Handling, Admin Portal, Nimbus App, Microsoft Service Health

Jun 28, 05:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **CH-01 cluster**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

Affected Components: Search & Retrieval, Storage Services, Search & Playback, Call Recording, Web applications, Media Playback, Media Playback, Call Recording, Storage Services, Web Applications

Jun 27, 06:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing routine **security patching** on all **Luware Recording clusters**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Luware Recording services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud>.

Affected Components: Search & Retrieval, Storage Services, Search & Playback, Call Recording, Web applications, Media Playback, Media Playback, Call Recording, Storage Services, Web Applications

Jun 26, 17:30:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing routine **security patching** on all **Luware Recording clusters**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Luware Recording services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud>.

Affected Components: Search & Retrieval, Storage Services, Search & Playback, Call Recording, Web applications, Media Playback, Media Playback, Call Recording, Storage Services, Web Applications

Jun 25, 17:30:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing routine **security patching** on all **Luware Recording clusters**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Luware Recording services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud>.

Affected Components: Microsoft Service Health, Admin Portal, Nimbus App, User Availability, User Availability, Microsoft Service Health, Call Handling, Nimbus App, Attendant Console, Call Handling, User Portal, Attendant Console, Historical Reports via PowerBI, Historical Reports via PowerBI, Admin Portal

Jun 25, 17:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **CH-02 and DE-02 clusters**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

Affected Components: Attendant Console, Historical Reports via PowerBI, Call Handling, Nimbus App, User Availability, Microsoft Service Health, Admin Portal

Jun 23, 17:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **UK-01 cluster**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

Affected Components: Attendant Console, Nimbus App, Historical Reports via PowerBI, Call Handling, Microsoft Service Health, Admin Portal, User Availability, User Portal

Jun 18, 11:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **AU-01 cluster**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

Affected Components: Call Handling, User Availability, Historical Reports via PowerBI, User Availability, Admin Portal, Attendant Console, Nimbus App, Microsoft Service Health

Jun 17, 08:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **US-01 cluster**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

Duration: 3 hours

Affected Components: User Availability, User Portal, Microsoft Service Health, Nimbus App, Attendant Console, Historical Reports via PowerBI, Call Handling, Admin Portal

Jun 14, 05:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **DE-01 cluster**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

Jun 14, 05:00:01 GMT+0
Identified - Maintenance is now in progress.

Jun 14, 08:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 1 minute

Affected Components: Historical Reports via PowerBI, User Availability, Attendant Console, Admin Portal, Nimbus App, Call Handling, Microsoft Service Health

Jun 10, 17:00:01 GMT+0
Completed - Maintenance is now in progress.

Jun 10, 17:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **EU-01 cluster**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

Jun 10, 20:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 3 hours

Affected Components: Attendant Console, User Availability, User Portal, Historical Reports via PowerBI, Call Handling, Admin Portal, Nimbus App, Microsoft Service Health

Jun 7, 05:00:01 GMT+0
Identified - Maintenance is now in progress.

Jun 7, 08:00:00 GMT+0
Completed - Maintenance has completed successfully.

Jun 7, 05:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **CH-01 cluster**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

Duration: 4 hours

Affected Components: Microsoft Service Health, Admin Portal, Nimbus App, User Availability, User Availability, Microsoft Service Health, Call Handling, Nimbus App, Attendant Console, Call Handling, User Portal, Attendant Console, Historical Reports via PowerBI, Historical Reports via PowerBI, Admin Portal

Jun 4, 17:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **CH-02 and DE-02 clusters**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

Jun 4, 17:00:01 GMT+0
Identified - Maintenance is now in progress.

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

Duration: 3 hours

Affected Components: Attendant Console, Historical Reports via PowerBI, Call Handling, Nimbus App, User Availability, Microsoft Service Health, Admin Portal

Jun 2, 17:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **UK-01 cluster**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

Jun 2, 17:00:01 GMT+0
Identified - Maintenance is now in progress.

Jun 2, 20:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 2 hours

Affected Components: Attendant Console, Nimbus App, Historical Reports via PowerBI, Call Handling, Microsoft Service Health, Admin Portal, User Availability, User Portal

May 28, 11:00:01 GMT+0
Identified - Maintenance is now in progress.

May 28, 13:00:00 GMT+0
Completed - Maintenance has completed successfully.

May 28, 11:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **AU-01 cluster**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

Duration: 2 hours

Affected Components: Call Handling, User Availability, Historical Reports via PowerBI, User Availability, Admin Portal, Attendant Console, Nimbus App, Microsoft Service Health

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

May 27, 10:00:00 GMT+0
Completed - Maintenance has completed successfully.

May 27, 08:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **US-01 cluster**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

Duration: 3 hours

Affected Components: User Availability, Attendant Console, Historical Reports via PowerBI, Call Handling, User Portal, Microsoft Service Health, Nimbus App, Admin Portal

May 24, 05:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **DE-01 cluster**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

May 24, 05:00:01 GMT+0
Identified - Maintenance is now in progress.

May 24, 08:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 11 hours

Affected Components: Storage Services, Search & Playback, Call Recording, Web applications, Media Playback, Search & Retrieval, Media Playback, Call Recording, Storage Services, Web Applications

May 23, 06:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing routine **security patching** on all **Luware Recording clusters**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Luware Recording services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud>.

May 23, 06:00:01 GMT+0
Identified - Maintenance is now in progress.

May 23, 17:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 9 hours

Affected Components: Storage Services, Search & Playback, Call Recording, Web applications, Media Playback, Search & Retrieval, Media Playback, Call Recording, Storage Services, Web Applications

May 22, 06:30:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing routine **security patching** on all **Luware Recording clusters**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Luware Recording services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud>.

May 22, 06:30:01 GMT+0
Identified - Maintenance is now in progress.

May 22, 15:30:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 9 hours

Affected Components: Call Recording, Storage Services, Web applications, Media Playback, Search & Retrieval, Search & Playback, Media Playback, Call Recording, Storage Services, Luware Support Hotline, Web Applications

May 21, 18:30:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing routine **security patching** on all **Luware Recording clusters**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Luware Recording services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud>.

May 21, 18:30:01 GMT+0
Identified - Maintenance is now in progress.

May 22, 03:30:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 3 hours

Affected Components: User Availability, Attendant Console, Admin Portal, Nimbus App, Call Handling, Historical Reports via PowerBI, Microsoft Service Health

May 20, 17:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **EU-01 cluster**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

May 20, 17:00:01 GMT+0
Identified - Maintenance is now in progress.

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

Duration: 3 hours

Affected Components: Attendant Console, User Portal, User Availability, Historical Reports via PowerBI, Call Handling, Admin Portal, Nimbus App, Microsoft Service Health

May 17, 05:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **CH-01 cluster**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

May 17, 05:00:01 GMT+0
Identified - Maintenance is now in progress.

May 17, 08:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 4 hours

Affected Components: Microsoft Service Health, Admin Portal, Nimbus App, User Availability, Attendant Console, User Availability, Call Handling, Nimbus App, Historical Reports via PowerBI, Attendant Console, Call Handling, User Portal, Microsoft Service Health, Historical Reports via PowerBI, Admin Portal

May 14, 17:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **CH-02 and DE-02 clusters**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

May 14, 17:00:01 GMT+0
Identified - Maintenance is now in progress.

May 14, 21:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 3 hours

Affected Components: Call Handling, Nimbus App, User Availability, Admin Portal, Microsoft Service Health, Attendant Console, Historical Reports via PowerBI

May 12, 17:00:00 GMT+0
Identified - As part of our continuous commitment to providing high-quality service, we will be performing **upgrade maintenance** on the **UK-01 cluster**. **Expected Impact:** We do **not** anticipate any downtime during this activity. You can continue using your Nimbus services as normal. **Questions or Assistance?** Please contact us via our Helpdesk: <https://helpdesk.luware.cloud> **Post-Maintenance Details:** A full rundown of the changes will be published on our Knowledge Base after completion: <https://help.luware.com>.

May 12, 17:00:01 GMT+0
Identified - Maintenance is now in progress.

May 12, 20:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 2 days, 5 hours and 8 minutes

Affected Components: Microsoft Service Health, Microsoft Service Health

Apr 21, 09:35:00 GMT+0
Monitoring - Our operations team recently identified a number of alerts relating to Unexpected Call Termination errors on all Luware Recording clusters. This could cause some calls and also recordings to terminate early and unexpectedly. Alerts on all platforms has reduced recently. Microsoft have reported an issue under the reference TM1286773 which we believe is the root cause of this incident. Our operations team are continuing to monitor all clusters in case of any further incidents..

Apr 23, 14:42:32 GMT+0
Resolved - As per updates in Microsoft incident TM1286773, they have confirmed that a component causing these issues has now been fully rolled back by Microsoft and they have closed their incident. Luware Recording operations teams have been monitoring all clusters and have confirmed that the incident has now been resolved. This incident will now be resolved..

Duration: 2 days, 1 hour and 25 minutes

Affected Components: Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health

Apr 21, 09:58:38 GMT+0
Monitoring - Microsoft has published a related incident in the Azure Portal under reference TM1286773, related to availability of inbound calls in Teams. Our telemetry reports that Graph responsiveness is returning to normal thresholds and our engineers are continuing to monitor the situation..

Apr 21, 09:33:01 GMT+0
Investigating - Our engineering team is currently investigating reports from our telemetry of elevated/extended response times with Microsoft's Graph integration across all Nimbus Clusters..

Apr 21, 13:42:56 GMT+0
Monitoring - Microsoft has reported implementing changes to mitigate the root cause. Nimbus telemetry shows that the situation has improved but is not yet fully back to normal. There has been no impact to the running of Nimbus components, but customers may notice intermittent degraded performance in areas which rely on Microsoft Graph. Luware Engineers are tracking the situation closely and we will share an update when we have further news to share..

Apr 22, 07:35:14 GMT+0
Monitoring - Microsoft is in the ongoing process of rolling back changes. Luware Engineers are working closely with Microsoft's support team to ensure a full resolution and will share any related news as they become available..

Apr 23, 10:57:48 GMT+0
Resolved - Microsoft has completed the rollback. Continued monitoring by Luware confirms that the issue has not reoccurred..

Duration: 14 days, 18 hours and 21 minutes

Affected Components: Speech Analytics, Speech Analytics

Mar 25, 08:05:05 GMT+0
Monitoring - We have identified the issue and have implemented a fix to resume processing the data for speech analytics as normal. If you are still experiencing any issues please raise a case through our help desk - <https://helpdesk.luware.cloud/> We will continue to monitor the services closely in case of any further problems. We apologize for any inconvenience caused..

Mar 24, 14:30:00 GMT+0
Investigating - We are currently investigating delays to the Luware Recording Speech Analytics service. Customers may experience delays to recording transcriptions appearing in the web portal and through any export. We are working to resolve this as soon as possible. We apologise for any inconvenience caused..

Mar 30, 08:58:07 GMT+0
Identified - After close monitoring our operations team are still noticing delays to speech analytics services. We are working to resolve these delays as soon as possible. Once again, we apologize for any inconvenience caused by these delays..

Mar 31, 10:18:49 GMT+0
Monitoring - We have idenitifed the root cause of the delays to Speech Analytics and now records should be transcribed. We will again leave this issue in monitoring to closely monitor any recurrences of the same issue. Once again we apologize for any inconvenience caused..

Apr 8, 08:50:35 GMT+0
Resolved - After careful monitoring the Speech Analytics service has remained stable, therefore we will close this incident. We sincerely apologize for any inconvenience caused by this outage. If you have any further questions, please reach out via out HelpDesk at <https://helpdesk.luware.cloud/>.

Duration: 5 days, 17 hours and 58 minutes

Affected Components: , Call Recording, Recording Switzerland →

Feb 6, 15:30:00 GMT+0
Monitoring - We have identified that there has been an ongoing issue with correctly capturing and recording **Luware Nimbus calls** on Luware Recording in MTCH. A subset of calls may have not been recorded for some Luware Recording MTCH customers due to issue identified on some recording servers. This issue will only impact customers on **Luware Recording MTCH** cluster, who have only **Contact Center IN/OUT** directions enabled for recording. The issue has already been **identified and remediated**, we do not expect this now to be an ongoing incident. However this incident status will remain in monitoring phase whilst we conduct investigations. A full investigation into the issue is underway and we will be able to send a full RCA upon request. **Please raise a case through our HelpDesk at** [**helpdesk.luware.cloud**](http://helpdesk.luware.cloud) **for any further questions.**.

Feb 11, 13:30:00 GMT+0
Monitoring - We remediated the issue and are currently monitoring the issue now. We do not expect there to be any ongoing loss of recording. .

Feb 12, 09:28:27 GMT+0
Resolved - After close monitoring, and no further issues after the fixes were put into place, we are now closing this incident. An full RCA can be provided for this incident upon request. **Please raise a case through our HelpDesk at** [**helpdesk.luware.cloud**](http://helpdesk.luware.cloud) **for any further questions, or to request the RCA.** We sincerely apologize for any inconvenience caused..

Duration: 14 minutes

Affected Components: Luware Support Hotline

Dec 5, 09:07:59 GMT+0
Identified - Due to an ongoing issue with Cloudflare, the Luware Support Portal is inaccessible, which means new tickets cannot be created and our agents are unable to progress with existing tickets. Cloudflare is not used at all in our production systems and all Luware platforms are fully operational with no service impact to Nimbus or Recording functionality. If you have an urgent support request, our support agents are all online and reachable via our support hotline on the numbers below: CH: +41 58 404 28 07 UK: +44 20 3300 2751 DE: +49 71 18998 9621 US: +1 646 891 1006.

Dec 5, 09:22:18 GMT+0
Resolved - This incident has been resolved and our helpdesk portal is now fully functional once again. Thank you for your patience during this time..

Duration: 2 days, 3 hours and 42 minutes

Affected Components: Microsoft Service Health, Microsoft Service Health

Nov 17, 11:00:00 GMT+0
Identified - We are aware that many users are now seeing the Luware Recording bot application as a participant in their Microsoft teams calls. This is suspected to be a Microsoft related issue, and if you are experiencing this problem yourself, then you should raise a case to Microsoft directly reporting the problem. If you have any other concerns, please raise a case with Luware at <https://helpdesk.luware.cloud> We will continue to post updates here as we receive them from Microsoft..

Nov 17, 16:36:51 GMT+0
Identified - We understand that Microsoft engineering teams are investigating this issue. We have no further updates from them at this moment but we will post updates here as we have them..

Nov 19, 14:41:35 GMT+0
Resolved - We are now closing this incident following confirmation from Microsoft that the issue has been resolved, as well as verification through Luware monitoring and the absence of any further reported cases. If you require any further information on this incident, please raise a case through our Luware support desk at <https://helpdesk.luware.cloud>.

Nov 18, 08:08:09 GMT+0
Monitoring - We have been advised by Microsoft that this issue should now be resolved. We will monitor the situation to ensure there are no more occurrences of this issue. During this incident there was no impact to recording, or any change to the behaviour of your recording configuration. The recording bot application shown as a participant in any calls does not cause any over recording. If you are still experiencing any of the same issues, please report this to us at our support desk at <https://helpdesk.luware.cloud>**.**.

Duration: 22 hours and 9 minutes

Affected Components: , Call Recording, Recording Switzerland →

Nov 1, 07:38:35 GMT+0
Resolved - It has been observed that the Luware Recording MTCH (Switzerland) cluster is stable now after closely monitoring the system. We'd like to thank you for your patience during this incident. Over the coming days our technical teams will be working on a full review of the situation and we will release a statement. If you would like to receive a copy of this, please contact your Luware Customer Success Representative or create a ticket at <https://helpdesk.luware.cloud>.

Oct 31, 09:29:59 GMT+0
Investigating - We are currently investigating a large number of alerts incoming to our Luware Recording MTCH (Switzerland) cluster from Microsoft Teams relating to recording of conversations. At this moment, recording is still active on the system, but some customers may be experiencing issues with some conversation recording, or calls terminating prematurely if customers have "Fail Close" type Microsoft Teams Compliance Recording policies assigned. We will update you with more updates as soon as possible..

Oct 31, 11:10:00 GMT+0
Identified - We have identified an issue and we are now working to recover the services. Customers should start to see improvements in the recording of their conversations..

Oct 31, 11:35:29 GMT+0
Monitoring - We believe the issues with conversation recording should be resolved now and customers should no longer have any issue making or receiving if they are using "Fail-Close" type Microsoft Teams Compliance Recording Policies. Our metrics are showing that the Luware Recording platform is performing normally now. If you are still experiencing ongoing issues, please raise a support case with us and an agent will be able to advise: <https://helpdesk.luware.cloud>.

Duration: 16 hours and 15 minutes

Affected Components: Microsoft Service Health, , , Search & Playback, Media Playback, Web applications, Search & Retrieval, Microsoft Service Health, Media Playback, Call Recording, Storage Services, Web Applications, , Luware Recording → Recording Switzerland → Recording Germany →

Oct 29, 16:09:34 GMT+0
Investigating - We are currently aware that some customers may not be able to access the Luware Recording web application across all Luware Recording clusters. We currently suspect this is due to an ongoing Azure incident. At this time we only believe the web application access to be impacted. We do **not** see any impact to ongoing recording of conversations. Our operations team are investigating the issue and we will update you with any further information as soon as its available..

Oct 29, 16:42:56 GMT+0
Identified - Microsoft has taken action to address a DNS issue on their end and are expecting this to resolve the issue shortly..

Oct 30, 08:24:13 GMT+0
Resolved - It was observed that Luware Recording services were restored on 29/10/25 at 20:00 UTC after Microsoft services began to recover. Subsequently Microsoft announced that their incident was fully resolved on 30/10/25 at 00:05 UTC. We'd like to thank you for your patience during this incident. Over the coming days our technical teams will be working on a full review of the situation and we will release a statement in the coming days. If you would like to receive a copy of this, please contact your Luware Customer Success Representative or create a ticket at <https://helpdesk.luware.cloud>.

Oct 29, 18:38:26 GMT+0
Identified - Microsoft are continuing to work on the Azure Front Door side to recover services. Customers can also follow the latest available updates regarding this issue via <https://azure.status.microsoft/>..

Oct 29, 22:08:25 GMT+0
Monitoring - Microsoft services now seem to have recovered and access to web applications have now been restored. We are still closely monitoring all services. Unfortunately, during this incident, it now appears that recording services for the MTCH (Switzerland) cluster were impacted, and no recordings will have taken place during this Microsoft service outage..

Duration: 15 hours and 25 minutes

Affected Components: Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health

Oct 29, 16:04:45 GMT+0
Investigating - We are investigating reports of Azure issues impacting services. We will provide more updates as soon as possible..

Oct 29, 16:16:46 GMT+0
Identified - Microsoft has created service incident MO1181369\. Customers with access to the Azure admin portal can view the resolution progress via the following link: <https://admin.microsoft.com/Adminportal#/servicehealth/:/alerts/MO1181369>.

Oct 29, 16:39:10 GMT+0
Identified - Microsoft has taken action to address a DNS issue on their end and are expecting results shortly..

Oct 30, 07:29:56 GMT+0
Resolved - Following intervention steps by Luware's Engineering Team, Nimbus services were restored on 29/10/25 at 19:45 UTC. Subsequently Microsoft announced that their incident was resolved on 30/10/25 at 00:05 UTC. We'd like to thank you for your patience during this incident. Over the coming days our technical teams will be working on a full review of the situation and we will release a statement in the coming days. If you would like to receive a copy of this, please contact your Luware Customer Success Representative or create a ticket at <https://helpdesk.luware.cloud> .

Oct 29, 17:47:21 GMT+0
Identified - Microsoft are continuing to work on the Azure Front Door side to recover services. Customers can also follow the latest available updates regarding this issue via <https://azure.status.microsoft/>..

Oct 29, 19:53:25 GMT+0
Monitoring - While waiting for Microsoft to fully resolve the incident, our engineering team has implemented a workaround that allows services to recover. Customers may still see the Nimbus application within their Teams client impacted, but access to the admin and user portal pages directly via the browser should now be working..

Duration: 7 hours and 38 minutes

Affected Components: Media Playback, Search & Playback, Media Playback, Web applications, Search & Retrieval, Web Applications

Oct 21, 08:06:26 GMT+0
Investigating - You may be experiencing issues with accessing the Luware Recording web application platform, by receiving 502 Bad Gateway errors. We are currently aware of this and are investigating this as a high priority and will update once we have an update. Ongoing recording of all conversations is **not** impacted by this issue, only access to the web application. We apologise for the inconvenience caused..

Oct 21, 08:10:05 GMT+0
Monitoring - Access to the web applications has now been restored. We are currently monitoring the access in case of any further issues. Please contact our support if you have any further questions or issues..

Oct 21, 15:44:19 GMT+0
Resolved - After close monitoring this incident has now been resolved. We apologise for the inconvenience caused. A full RCA of the incident will be available upon request by raising a support ticket with Luware Support at <https://helpdesk.luware.cloud>.

Duration: 10 hours and 11 minutes

Affected Components: Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health, Microsoft Service Health

Oct 9, 10:15:55 GMT+0
Identified - Luware engineers are in active contact with Microsoft's support team. Microsoft is presently looking into Azure Front Door capacity issues as part of this incident..

Oct 9, 11:15:29 GMT+0
Monitoring - Microsoft is restoring the Azure Front Door services. Our own telemetry is showing signs of recovery, but no full resolution yet. We will keep monitoring the situation until it is fully resolved..

Oct 9, 09:13:56 GMT+0
Investigating - Microsoft has received related reports and has started an investigation as well. Customers with access to the Azure Service Health portal will be able to see more details under the following link: <https://admin.cloud.microsoft/?#/servicehealth/:/alerts/MO1168665> You may notice other issues related to solutions that rely on Microsoft Azure and Entra unrelated to Luware..

Oct 9, 08:49:02 GMT+0
Investigating - We are receiving reports about widespread Azure issues impacting the availability of our portal pages and services. Our team is investigating these and will provide updates as soon as new information becomes available..

Oct 9, 12:56:29 GMT+0
Monitoring - We have received updates from several customers indicating that the issue is largely resolved. Microsoft has yet to confirm the complete resolution yet. Meanwhile, our team has already started clean-up operations to ensure that the Azure Front Door issue has no lingering impact on customer services..

Oct 9, 16:00:00 GMT+0
Resolved - Our monitoring shows that all services are fully back to normal operations..

Oct 10, 09:20:18 GMT+0
Postmortem - Microsoft have released a Post Incident Review (PIR) available at [Azure status history](https://azure.status.microsoft/en-us/status/history/) for the tracking ID **QNBQ-5W8**..

Duration: 5 hours and 36 minutes

Affected Components: , Microsoft Service Health, Microsoft Service Health, , Microsoft Service Health, Microsoft Service Health, Recording Switzerland → Nimbus Switzerland 01 →

Sep 26, 23:54:00 GMT+0
Investigating - According to Microsoft, a recent deployment is causing issues with Azure resources in the Switzerland North region, which is impacting the Luware Nimbus and Recording environments in CH-01 as well. Microsoft has pinpointed the deployment error and is expecting the issue to be fully mitigated by 05:30 UTC. Please see <https://portal.azure.com/#view/Microsoft%5FAzure%5FHealth/AzureHealthBrowseBlade/\~/serviceIssues> or <https://azure.status.microsoft/en-us/status> for more details and regular updates..

Sep 27, 04:00:00 GMT+0
Monitoring - We are seeing services recovering and will continue to monitor the situation..

Sep 27, 05:30:00 GMT+0
Resolved - Our monitoring showed no further issues with our services. In addition to the information made available through the Azure Status pages, Microsoft have also published a related incident under issue ID MO1160527 in the service health section of the Azure portal..

Duration: 6 days and 15 minutes

Affected Components: Microsoft Service Health

Sep 12, 09:22:21 GMT+0
Investigating - Our support and engineering teams are currently investigating isolated reports of the Teams call toast changing from a normal call toast, to a meeting invitation for Nimbus calls. Users have reported that this change renders the "Join" button inoperable, preventing them from being able to accept Nimbus calls. Luware Support has confirmed that this problem is not present when using the Teams Mobile App or via the Web. If you find that you are affected by this issue, please log into Teams on mobile or via the web to maintain operations. We are working with Microsoft Support to find the cause and a resolution..

Sep 18, 09:37:35 GMT+0
Resolved - Microsoft has reverted a change which caused this behaviour and multiple Nimbus customers have confirmed full resolution. If you have any further questions, please raise a ticket at <https://helpdesk.luware.cloud> .

Duration: 6 hours and 5 minutes

Affected Components: Web applications

Sep 8, 11:00:28 GMT+0
Investigating - We are investigating reports of **login issues** for users attempting to login to our Luware Recording MTDE cluster web application. **Please not there is no current impact to any recording or capture of conversations** Further updates will follow detailing the investigations. Please reach out via our HelpDesk if you have any other concerns relating to this incident..

Sep 8, 12:07:32 GMT+0
Monitoring - We have now implemented a fix and we are now monitoring the status of the issue. Please report via our HelpDesk if you are still experiencing any ongoing problems.

Sep 8, 17:05:05 GMT+0
Resolved - This incident is now resolved after closely monitoring the fix that was made to rectify the original issues. Please reach out to our HelpDesk if you have any further issues or concerns. An RCA for this incident is available upon request through raising a ticket through our HelpDesk. Luware sincerely apologies for any inconvenience caused with this incident..

Duration: 1 day and 3 hours

Affected Components: Call Recording, , , Call Recording, Recording Switzerland → Recording Germany →

Sep 1, 12:30:00 GMT+0
Investigating - Our operations and engineering teams are investigating reports of Luware Recording services being interrupted on the MTCH recording cluster. We are continuing to investigate the problem. Further updates to follow. Please raise a ticket with our HelpDesk if you require any further assistance..

Sep 1, 14:03:14 GMT+0
Identified - We are currently investigating with our software supplier into the root cause of the incident. This is being treated with the highest urgency. .

Sep 1, 14:42:04 GMT+0
Monitoring - Our software providers are actively reviewing the incident, logs and we're pending feedback on potential mitigations..

Sep 1, 15:36:31 GMT+0
Identified - We are implementing mitigation which should be completed over the next hour at the recommendation of our software provider, while they continue investigating the root cause.

Sep 1, 15:59:07 GMT+0
Identified - We have identified that our MTDE cluster is also impacted by this incident. We are continuing to work on resolving this incident as a matter of urgency. .

Sep 1, 20:02:55 GMT+0
Monitoring - We've completed the mitigation while we investigate the root cause of the issues with the software vendor. Our team is monitoring the system closely for any further issues. .

Sep 2, 07:44:36 GMT+0
Monitoring - The platforms have remained stable since mitigation actions taken yesterday night. We'll leave the incident in monitoring for the next few hours to confirm the issue has been resolved. We're actively working with our software supplier to determine the root cause and impact. .

Sep 2, 15:30:21 GMT+0
Resolved - After the migration activities to restore services were complete yesterday night, we did not observe any further issues or instability on the Luware Recording clusters after close monitoring. We are still investigating the root cause of the issue with our software supplier and to also understand the impact. Once this is understood we will be able to publish our root cause analysis (RCA) which will be available upon request by raising a support ticket with us. If you have any other questions or concerns related to this incident then please raise a support ticket where we can address your concerns. We apologise for any inconvenience caused. .

Duration: 8 hours and 21 minutes

Affected Components: Web Applications, Call Recording, Web applications, Microsoft Service Health, Call Recording, Search & Playback, Microsoft Service Health, , , , Media Playback, Media Playback, Search & Retrieval, Storage Services, Storage Services, Recording Switzerland → Recording Germany → Luware Recording →

Aug 5, 07:12:00 GMT+0
Identified - We have noticed an unusually high number of unexpected call termination alerts coming on our recording platforms from Microsoft Teams. Our Luware Recording platforms are stable and we are seeing the errors come from Microsoft Teams. We are conducting some further investigations to find the true root cause. Some users may experience their Microsoft Teams call end unexpectedly. We will update you with any further information. Please dont hesitate to reach out to us by raise a case with Luware Support at <https://support.luware.com/>.

Aug 5, 15:33:13 GMT+0
Resolved - We are now closing this incident as the alerts on our platform have stabilized. It has been identified that the cause of the alerts and issues came from Microsoft Teams and not Luware Recording. Please don't hesitate to reach out to us if you have any further concerns or questions. You can do this by opening a support case at Luware Support <https://support.luware.com/>.

Duration: 11 hours and 33 minutes

Affected Components: User Availability, , Nimbus App, Admin Portal, Attendant Console, Call Handling, Nimbus United Kingdom 01 →

Aug 5, 00:13:12 GMT+0
Monitoring - \*\*Our development team has implemented a resolution. We can confirm that portal access, call functionality and user login have been successfully restored, and we are actively monitoring the results.\*\*.

Aug 4, 21:16:30 GMT+0
Identified - We have identified the root cause affecting the service availability in the UK cluster. Our engineering team is actively working on a fix, and we will share an update as soon as it is available..

Aug 4, 19:30:00 GMT+0
Investigating - We are currently investigating reports of a potential service disruption affecting users in the UK region. Some users have reported being unable to log in to our web portal and application. Our technical teams are actively assessing the scope of the issue and working to identify the root cause. We will share further updates as soon as more information becomes available. Thank you for your patience and understanding..

Aug 5, 07:02:42 GMT+0
Resolved - Following our developers intervention to implement a resolution that restored functionality, we have monitored the system over the past few hours and can confirm that the issue has been fully mitigated. Thank you for your patience while we worked to resolve this issue. If you have any further questions, please contact our support team at <https://helpdesk.luware.cloud>..

Duration: 6 days, 18 hours and 3 minutes

Affected Components: Nimbus App, Nimbus App, Nimbus App, Nimbus App, Nimbus App, Nimbus App, Nimbus App, Nimbus App, Nimbus App

Jul 21, 13:26:32 GMT+0
Investigating - Our engineers are currently investigating reports that users cannot authenticate with the Certified Nimbus PowerAutomate connector. The reports are isolated to customers using the "Certified" connector, customers using a custom installed connector should not be affected. For more information on the differences, please see here: <https://help.luware.com/nimbus-power-automate-connector-category/nimbus-power-automate-connector> We’re working with high priority and will post updates here as they become available..

Jul 21, 15:49:29 GMT+0
Identified - Our engineering team has identified a problem with the Certified Connector in PowerAutomate and are working with Microsoft to deploy a solution. If you are using PowerAutomate for mission critical integrations (such as external tasks, or making routing decisions) we recommend mitigating potential disruption by amending your Nimbus Workflow to route calls in case of a PowerAutomate issue, or migrating to use the Nimbus Custom Connector which is not impacted. You can find instructions on our KB: [Luware Nimbus - Nimbus Power Automate Connector.](https://help.luware.com/nimbus-power-automate-connector-category/nimbus-power-automate-connector) All Nimbus services are in a healthy working state..

Jul 22, 08:01:59 GMT+0
Identified - Luware's Engineering team is continuing to work with Microsoft to resolve this problem with the certified connector. To avoid any potential disruption we recommend changing your Nimbus Workflows to ensure calls are routed, or migrating your PowerAutomate flows to use the Nimbus Custom Connector. Information on how to install the Custom Connector can be found on our KB: [Luware Nimbus - Nimbus Power Automate Connector](https://help.luware.com/nimbus-power-automate-connector-category/nimbus-power-automate-connector) If you need assistance or have any questions, raise a ticket at <https://helpdesk.luware.cloud> and our support team are waiting to help. We will update this post with further information as it becomes available. All Nimbus services are stable and healthy..

Jul 22, 15:54:26 GMT+0
Monitoring - A resolution for this issue has been published with Microsoft to the Power Automate platform and is currently progressing through their deployment pipeline. We are actively working with Microsoft to clarify and accelerate the rollout timeline and will share further updates here as they become available. All Nimbus services remain fully operational and healthy. Thank you for your continued patience..

Jul 23, 16:16:16 GMT+0
Monitoring - Microsoft has confirmed that the resolution is now in the deployment pipeline, and a member of their leadership is engaged with the deployment team to help accelerate the rollout. We do not yet have a timeline to share, but will provide further updates here as soon as more information becomes available. All Nimbus services remain fully operational and healthy. Thank you for your continued patience..

Jul 24, 11:10:24 GMT+0
Monitoring - Microsoft has confirmed that the new connector addressing this issue has passed validation and the rollout has commenced. Rollout is proceeding sequentially across all their PA regions, with completion across all regions estimated in approximately five business days. _(Please note the timeline is an estimate from Microsoft and subject to change depending on factors outside of our control.)_ We continue to work closely with our senior contacts at Microsoft to advocate for prioritisation and will monitor progress closely. All Nimbus services remain fully operational and healthy. Thank you for your continued patience..

Jul 28, 07:29:18 GMT+0
Resolved - We have now confirmed that Microsoft has deployed the connector to all their PowerAutomate regions: * Korea * Norway * France * Switzerland * Brazil * India * Rest of Europe (excluding the UK) * Canada * Japan * Australia * United States * United Kingdom Please note that it may take some time for the update to become visible to all customers. You may need to reauthenticate your connector to Nimbus to restore functionality. Thank you for your patience while we worked together with Microsoft to resolve this issue, if you have any further questions, please contact our support team at <https://helpdesk.luware.cloud>..

Jul 25, 08:47:15 GMT+0
Monitoring - Microsoft has **completed** deployment of the new connector to the following regions: * Korea * Norway * France * Switzerland * Brazil * India Customers in these regions have begun confirming that their flows are working again. Please note that it may take some time for the update to become visible to all customers in each region, so we recommend retesting your flows if your PowerAutomate tenant is located in one of these regions. The remaining regions are still in a **planned** deployment status: * Rest of Europe (excluding the UK) * Canada * Japan * Australia * United States * United Kingdom We continue to work closely with Microsoft and will share further updates as each region completes. All Nimbus services remain fully operational and healthy. Thank you for your continued patience..

Duration: 19 hours and 59 minutes

Affected Components: User Availability, User Availability, User Availability, User Availability, User Availability, User Availability

Jul 7, 12:27:00 GMT+0
Identified - We’re continuing to monitor the situation closely and are actively working with Microsoft support to understand the root cause of the presence delays affecting some users in Europe. At this time, all Nimbus services remain stable, and we’re not seeing any impact to call outcomes or overall call reliability. In parallel, our engineering team is exploring mitigation options to support any users who may be affected. We’ll continue to share updates as we learn more. Thanks for your patience..

Jul 7, 12:10:00 GMT+0
Investigating - We’re currently investigating potential delays in presence updates from Microsoft Graph APIs affecting some users in Europe. Our engineering team is on it and we’ll share updates as we learn more..

Jul 7, 13:16:00 GMT+0
Monitoring - We’re seeing signs of improvement, with more consistent performance from Microsoft’s services compared to earlier today. Our engineering team has implemented mitigation steps to reduce the impact for affected users, this includes proactively rechecking presence and restoring users to their main request groups where needed. While Nimbus services remain stable and call reliability is unaffected, we’re continuing to work closely with Microsoft support to ensure a fully stable resolution. We’ll keep you updated as we learn more..

Jul 8, 07:50:00 GMT+0
Monitoring - Microsoft has confirmed an issue affecting the performance of their Graph API, which may cause latency when identifying available agents in some third-party applications. This is due to a resource utilisation issue on their infrastructure (Microsoft reference: MO1111124). They are actively deploying a fix and rebalancing resources to restore normal performance. Nimbus services continue to operate normally, and our engineering team’s mitigation steps remain in place to support affected users as best we can. We’re staying closely aligned with Microsoft and will share further updates as they become available..

Jul 8, 08:09:00 GMT+0
Resolved - Microsoft has confirmed that a fix has been successfully rolled out and the incident is now closed. Our platform telemetry shows that presence updates have returned to normal, and Nimbus services continue to operate as expected. Thank you for your patience while we worked through this. We’ll keep monitoring closely, but no further impact is anticipated at this time..

Duration: 2 hours and 56 minutes

Affected Components: Call Recording, Call Recording

Apr 30, 09:18:00 GMT+0
Investigating - Our engineers are currently investigating alerts received for unexpected call terminations for Microsoft Teams calls on our Luware Recording platforms. We are still investigating the impact of this, however, some users may experience unexpected call terminations with any fail-close type Microsoft Teams compliance policies. We will provide updates on this incident as soon as we have them from our operations team. If you have any further concerns or are experiencing issues, please reach out to our support desk..

Apr 30, 11:44:00 GMT+0
Monitoring - The unexpected call terminations ended at 10:35 UTC+1\. The operations team are continuing with the root cause analysis and updates will be provided shortly..

Apr 30, 12:14:00 GMT+0
Resolved - We've monitored the system while performing root cause analysis, and have determined the incident was result of network interruptions the result of a change or incident on the Microsoft Teams backend. During this time customers may have been affected in one of two ways: * Fail-Close: Users may have been blocked form making Microsoft Teams calls. * Fail-Open: Users Microsoft Teams functionality would not be affected however there may be recording loss. If you need any further information, please raise a ticket on the Luware support page: <https://helpdesk.luware.cloud/>.