On May 18, 2023, from 17:21 UTC to 18:17 UTC, PagerDuty experienced a service degradation that resulted in a small subset of United States based users on the AT&T carrier network, being unable to receive SMS notifications. SMS users in the United States on other carriers (not AT&T-based) were unaffected. Other notification channels such as Push, Voice and Email were also unaffected during this time.
On May 18, 2023 at 17:21 UTC, we noticed an increase in SMS notification delivery failures to users in the United States on the AT&T carrier network due to a third-party outage.
Users affected would not have received SMS notifications during the outage period. Service was restored at 18:17 UTC by the third-party carrier and we saw a decrease in SMS notification delivery failures.
Outages from third-party carriers are outside of our control and we highly recommend that users configure multiple channels (SMS, Push, Voice, Email) for notifications, so they can still receive notifications in the event that one of their carriers has an outage. We are updating our public documentation to highlight this best practice.
We apologize for the inconvenience that this has caused. For any questions, comments or concerns, please reach out to email@example.com.