xMatters Status Page

Sep 21, 2026 · resolved Oct 16

**What happened?** On September 21st, 2026, customers reported an issue to xMatters Client Assistance where SMS messages were failing to send to end users in North America. **Why did it happen?** The SMS delivery failures occurred because the short code used to send SMS messages became unavailable. The system should have automatically routed failed messages through the secondary messaging provider. However, the specific error returned for these failures did not trigger the configured failover process, causing disrupted SMS delivery to end users in the US and Canada. **How did we respond?** Once Engineering identified the SMS delivery issue, they initiated the Major Incident Management process and began removing the affected short code from the messaging configuration. During this process, Engineering encountered additional issues that prevented the system from automatically switching SMS traffic to the secondary messaging provider. Engineering manually intervened to complete the switch to the secondary provider and restore SMS delivery. After service recovered, Engineering monitored the system to confirm that SMS delivery was operating normally. **What are we doing to prevent it from happening again?** Engineering routed SMS traffic through the secondary messaging provider while they worked to restore the previous primary short code. Engineering is also addressing the failover behavior that prevented the system from automatically switching providers when this specific error occurred. These improvements to the process will reduce the risk of a similar short code issue disrupting SMS delivery in the future.

Oct 1, 2026 · resolved Oct 1

**What happened?**  On October 1, 2026, xMatters monitoring first detected service degradation at 9:27 AM Pacific, and the first customer report was received at 10:03 AM. Customers in US-EAST1 experienced intermittent Web Interface access issues, API timeouts, and delays or failures when integrations initiated alerts and notifications. Some customers in US-CENTRAL1 may also have experienced voice notification issues during the same period.  **Why did it happen?**  During automated infrastructure scaling in US-EAST1, multiple application services became concentrated on the same compute resource. That resource reached its processing capacity, reducing the capacity available to serve customer requests. Service degradation continued across dependent xMatters functions while additional processing capacity was being added.  **How did we respond?**  As soon as the first customer reported an issue, xMatters Customer Support initiated the internal Major Incident Management process and engaged the Engineering and Operations teams. The incident response team increased service capacity, monitored the affected services, and verified recovery across the Web Interface, APIs, integrations, and notification processing. Service began stabilizing by 10:37 AM, and primary customer impact ended at 10:46 AM. The team continued monitoring before resolving the public incident at 11:56 AM.  **What are we doing to prevent it from happening again?**  Engineering is reviewing service capacity and workload distribution controls to reduce the risk of multiple critical services competing for the same compute resources. The team is also reviewing service health checks and alerting so that capacity issues are identified earlier to ensure required capacity is always available.

Aug 26, 2026 · resolved Sep 1

ServiceNow has resolved this issue on Friday, August 28, 2026 with a maintenance patch. The problem was related to an issue in the ServiceNow patch identified in their article KB3147727 (https://support.servicenow.com/kb_view.do?sysparm_article=KB3147727)

Jul 1, 2026 · resolved Jul 1

**What happened?**  On July 1st, 2026, some customers reported an issue to xMatters Customer Support where they were encountering authentication errors when accessing the web user interface.  **Why did it happen?**  This issue occurred because a database cluster reached 100% resource utilization, causing database requests to time out. An exceptional traffic pattern exposed a set of slow-running queries, which significantly increased query latency on the cluster. As latency increased, there was resource starvation and further degradation of the cluster's responsiveness, resulting in timeouts.  **How did we respond?**  As soon as Customer Support confirmed the issue, they engaged the Engineering teams to investigate. As designed, the system had restored itself before Engineering could implement any mitigation or recovery actions, but the teams were still able to identify and isolate the root cause.  **What are we doing to prevent it from happening again?**  To prevent this issue from reoccurring, the Engineering Team designed, developed, and tested a fix. They deployed the fix in the morning of Wednesday, July 8th, 2026, and it has been successfully implemented for all instances.

May 1, 2026 · resolved May 1

**What happened?**  On May 1st, 2026, some customers reported an issue to xMatters Customer Support where attempting to send a message via the web user interface or viewing an alert on the Alerts report resulted in an error being displayed. The issue only affected the Reporting functions in the EMEA region; the system continued to accept signals, generate alerts, and send notifications across all regions.  **Why did it happen?**  The issue occurred when, during routine database maintenance, the database called a mismatched version of the library, resulting in an internal database error. The version mismatch within the cluster was traced to a prior database engine upgrade where a subset of replica nodes did not restart into the upgraded version. At no point was there any risk to data integrity.  **How did we respond?**  As soon as Customer Support confirmed the issue, they engaged the Engineering teams, who were able to identify the root cause and restore version consistency across all nodes. The teams validated stability and confirmed that all services were restored.  **What are we doing to prevent it from happening again?**  The Engineering Team has added explicit post-upgrade verification checks and monitoring to ensure node alignment is confirmed and maintained. This will provide safeguards to ensure node version alignment after upgrades and prevent this issue from reoccurring.

Is xMatters down right now?

No — xMatters is up. All systems operational as of Oct 18, 2:18 AM UTC.

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