Summary of impact:
At approximately 21:14 UTC on Friday 17th July 2020, customers experienced some intermittent issues when trying to gain access to the Engagement Cloud products and our APIs. In addition, some customers may have received error 500 messages.
We isolated the problem to a 3rd party provider, Cloudflare. Cloudflare announced networking hardware on their global network was announcing bad routes, which caused portions of their network to become unavailable. You can find the full details of the Cloudflare incident at https://blog.cloudflare.com/cloudflare-outage-on-july-17-2020/
At 22:28 UTC, traffic to Cloudflare and access to our platform and APIs were restored after Cloudflare resolved the issues with their networking hardware.
We’ve asked Cloudflare to continue their investigation into this incident and to identify any mitigating steps they can take to prevent future issues.