Impact:
Region: US1 data center.
End users will have noticed outbound messages showing as "failed" in delivery status
There was no degradation in calling or SMS
Timeline:
16:13 EDT - first user reports received,
16:38 EDT - issue resolved by carrier.
Root Cause Analysis:
The issue took place at an underlying provider behind our primary number owner Bandwidth (an SMS exchange). They reported an inability to deliver messages
We found on our end that the issue was specific to any 10DLC campaign. The fact that this happened across all carriers suggests that it was a problem at the exchange or with the carriers. We are unable to get further information regarding the specific incident.
Short Term Mitigation
N/A
Long Term Mitigation
N/A - the issue with outbound SMS is that it is not possible to have redundancy among carriers the way we have for calling, specifically because this would be consider a security violation (imagine getting a text from a number that has been spoofed -- unlike with calls where there is an actual voice to authenticate the person, SMS does not afford this facility).