Update - We are continuing to monitor for any further issues.
Oct 21, 2025 - 01:23 NZDT
Monitoring - Our monitoring systems are showing that call traffic has returned to normal levels. AWS and Twilio report that services are recovering. This incident remains open while both providers are reporting the incident as open. Our incident response team continues to monitor and will provide an update in 4 hours or as soon as more information becomes available.
Oct 21, 2025 - 01:03 NZDT
Update - While AWS has reported that services have continued to recover we note that they are also reporting ongoing issues with some services that may impact scaling of traffic. Twilio is also reporting "partial recovery". Our internal monitoring systems show that incoming and outgoing call volumes remain well below nominal, which means that while core Spoke systems such as the Account Portal are fully operational any systems that are dependent on Twilio remain degraded. Calls and messages may continue to fail. Our incident response team is monitoring and will provide an update in 60 minutes or as soon as more information becomes available.
Oct 21, 2025 - 00:30 NZDT
Identified - AWS has confirmed that services continue to recover. Twilio has also notified us that they are seeing partial recovery, but are scaling systems in a controlled manner to handle the influx of traffic. This means that calls and messages may continue to fail. Our incident response team is continuing to monitor and will provide an update in 60 minutes or as soon as more information becomes available.
Oct 20, 2025 - 23:28 NZDT
Update - AWS has reported that they are now seeing service recovery and we can confirm that most Spoke application services have recovered. Administrators should be able to login to the Spoke Account Portal. However Twilio is still reporting that they are out and we can confirm that we are not yet seeing service recovery for calls or conversations as a result. Our incident response team is continuing to monitor and will provide an update in 60 minutes or as soon as more information becomes available.
Oct 20, 2025 - 22:39 NZDT
Update - AWS has reported that they have identified a possible root cause and are working to rectify the issue. Our incident response team is continuing to monitor and will provide an update in 60 minutes or as soon as more information becomes available.
Oct 20, 2025 - 22:20 NZDT
Update -
We can confirm that the current Spoke platform outage is due to ongoing AWS (https://health.aws.amazon.com/health/status) and related Twilio (https://status.twilio.com/) outages. Our incident response team is continuing to monitor and will provide an update in 60 minutes or as soon as more information becomes available.
Oct 20, 2025 - 21:38 NZDT
Investigating - The Spoke Phone platform is currently unavailable due to outages with upstream cloud providers.
We are investigating the issue and will provide updates once more information is available.
Oct 20, 2025 - 20:56 NZDT