Incident Summary
From 20:00 UTC on 1st July until 10:40 UTC on 2nd July 2026, a software defect in SMP version 2.4.4 prevented customers from editing primary numbers or creating new users. The issue also affected the assignment of primary numbers to users, ACD groups, Call Distribution Groups (CDGs), forwarding numbers and IVRs. Service Provider level functionality was not impacted.
The incident affected Production and UAT environments across the Nordics and EU West regions. The issue was identified following reports from partners at 06:54 UTC on 2nd July. Engineering teams developed and deployed a hotfix, with all services verified as stable by 10:40 UTC.
Root Cause
The root cause was a software defect introduced during the release of SMP 2.4.4. A change inadvertently affected application permissions, preventing certain primary number management and user administration actions from being completed. This defect was not identified during testing and validation prior to deployment.
Incident Resolution
Upon declaration of a Major Incident, engineering teams halted further regional rollouts to prevent wider impact. A hotfix was developed and underwent successful testing before being validated in internal and UAT environments. Once the fix was confirmed to restore functionality, it was deployed to all affected production environments.
The APAC, US East and Japan regions were not impacted as they remained on version 2.4.3 during the incident. Following successful restoration of the Nordics and EU West regions, the updated SMP 2.4.4 release, including the hotfix, was deployed to these remaining environments. Verification confirmed that user creation and primary number management functionality were fully restored across all regions.
Mitigative Actions