Hypercare Status

Ongoing service interruptions from scheduled maintenance period

Update - The following issues have been resolved:
- (CA and US) Nov 1 on-call shifts displayed an error when viewing the on-call schedule on Android.
- (CA and US) Android app version 15.1.7 was released to resolve a notification bug impacting some US Region users.

The following functionalities continue to remain impacted and the team is actively working on restoring full services:
- (CA and US) Directory Synchronization is paused
- (CA and US) Some users have reported not receiving push notifications to their iOS or Android app since the migration. For users experiencing this, ensure the mobile app is updated to the latest version (iOS app 18.4.2 and Android app 15.1.7), log out and remove all accounts from the device, close the app, and then log in again. If immediate assistance is needed, users can call 1(877) 379-3533. This issue has not been widely reported, so we continue to monitor reported cases. If users are receiving push notifications, no further action is required.
Oct 31, 2025 - 22:53 EDT

Update - The following issue has been resolved:
- (CA only) Chat list loading issues
- (CA only) Schedule access issues for administrators
- (CA only) Equity report downloads
- (CA only) Schedule download
- (CA only) Backup SMS delivery
- UPDATED (CA only) External schedule integration

The following functionalities are currently impacted, and the team is actively working on:
- (CA and US) Directory Synchronization is paused
- NEW (CA and US) Some users may not receive push notifications since the migration.
Recommended action: Users should remove and log out of all accounts from the device, then log in again.
Oct 31, 2025 - 12:39 EDT

Update - The following issue has been resolved:
- (CA only) Some users are unable to load or view their chat list
- (CA only) Some administrators are unable to access schedules
- (CA only) Equity report downloads
- UPDATED (CA only) Schedule download is temporarily unavailable
- UPDATED (CA only) Backup SMS delivery is currently unavailable

The following functionalities are currently impacted, and the team is actively working on:
- (CA only) External schedule integration is paused
- (CA and US) Directory Synchronization is paused
Oct 30, 2025 - 14:00 EDT

Update - The following issue has been resolved:
- (CA only) Some users are unable to load or view their chat list
- NEW (CA only) Some administrators are unable to access schedules
- NEW (CA only) Equity report downloads

The following functionalities are currently impacted, and the team is actively working on:
- (CA only) Schedule download is temporarily unavailable
- (CA only) External schedule integration is paused
- (CA only) Backup SMS delivery is currently unavailable
- (CA and US) Directory Synchronization is paused

We will provide an update as soon as these services are restored. Thank you for your patience and understanding.
Oct 30, 2025 - 12:26 EDT

Update - The following issue has been resolved:
- (CA only) Some users are unable to load or view their chat list

The following functionalities are currently impacted, and the team is actively working on:
- (CA only) Some administrators are unable to access schedules
- (CA only) Schedule and equity report downloads are temporarily unavailable
- (CA only) External schedule integration is paused
- (CA only) Backup SMS delivery is currently unavailable
- (CA and US) Directory Synchronization is paused

We will provide an update as soon as these services are restored. Thank you for your patience and understanding.
Oct 30, 2025 - 11:47 EDT

Identified - We are aware of several issues following the recent deployment and our team is actively working to restore full service availability. The following functionalities are currently impacted:
- (CA only) Some users are unable to load or view their chat list
- (CA only) Some administrators are unable to access schedules
- (CA only) Schedule and equity report downloads are temporarily unavailable
- (CA only) External schedule integration is paused
- (CA only) Backup SMS delivery is currently unavailable
- (CA and US) Directory Synchronization is paused

We will provide an update as soon as these services are restored. Thank you for your patience and understanding.
Oct 30, 2025 - 00:24 EDT

Update - We are receiving support that some of the users are not able to view the list of chats from their account. We are currently investigating the cause of this issue and our engineering team is currently identifying a resolution.
Oct 29, 2025 - 15:33 EDT

Update - Virtual Paging has returned to operations.
Oct 29, 2025 - 06:45 EDT

Monitoring - Escalations phone calls for code team activations has returned to operations.
Oct 29, 2025 - 06:25 EDT

Investigating - Escalations phone calls for code team activations is currently experiencing an issue. The team is investigating the root cause.
Oct 29, 2025 - 06:22 EDT

Update - Virtual paging services continue to be redirected to designated alternate numbers and we are working on resuming regular service.
Oct 29, 2025 - 06:14 EDT

Monitoring - All Hypercare services have resumed on all platforms.

Users who are part of two or more Hypercare organizations are advised to verify they have remained logged in to all their desired Hypercare organizations, as these users may have been logged out during the maintenance period.

Our team will continue to monitor services returning to operations.
Oct 29, 2025 - 06:13 EDT

Identified - As part of Hypercare’s recent upgrade to user account structures, the scheduled maintenance downtime has been extended beyond 05:00 EDT.

All Hypercare services continue to be temporarily unavailable on our mobile applications (iOS and Android). These include, but are not limited to messaging, scheduling, on-call locating, and code activations.

Our Web platforms (app.hypercare.com and admin.hypercare.com) are fully operational.

We apologize for the inconvenience and are working on restoring all services.
Oct 29, 2025 - 05:00 EDT

About This Site

Status page for any features and functionalities of Hypercare
If you have any issues at all please check out https://support.hypercare.com/hc/en-us or send an email to support@hypercare.com

Uptime over the past 90 days. View historical uptime.

Canadian Region Degraded Performance

90 days ago

99.99 % uptime

Today

90 days ago

99.93 % uptime

Today

Messaging (Canadian Region) Operational

90 days ago

100.0 % uptime

Today

Notifications and Real-Time Syncing (Canadian Region) Degraded Performance

90 days ago

100.0 % uptime

Today

File Attachments (Canadian Region) Operational

90 days ago

100.0 % uptime

Today

Viewing Who is On-Call (Canadian Region) Operational

90 days ago

100.0 % uptime

Today

Code Teams (Canadian Region) Operational

90 days ago

100.0 % uptime

Today

Self-serve Scheduling (Canadian Region) Operational

90 days ago

100.0 % uptime

Today

Administration and Scheduling (Canadian Region) Degraded Performance

90 days ago

100.0 % uptime

Today

API & Integrations (Canadian Region) Operational

90 days ago

100.0 % uptime

Today

Virtual Page (Canadian Region) Operational

90 days ago

99.97 % uptime

Today

United States Region Degraded Performance

90 days ago

99.95 % uptime

Today

90 days ago

99.98 % uptime

Today

Virtual Pager (U.S. Region) Operational

90 days ago

100.0 % uptime

Today

Messaging (U.S. Region) Operational

90 days ago

100.0 % uptime

Today

Notifications and Real-Time Syncing (U.S. Region) Degraded Performance

90 days ago

99.56 % uptime

Today

File Attachments (U.S. Region) Operational

90 days ago

100.0 % uptime

Today

Viewing Who is On-Call (U.S. Region) Operational

90 days ago

100.0 % uptime

Today

Code Teams (U.S. Region) Operational

90 days ago

100.0 % uptime

Today

Self-serve Scheduling (U.S. Region) Operational

90 days ago

100.0 % uptime

Today

Administration and Scheduling (U.S. Region) Operational

90 days ago

100.0 % uptime

Today

API & Integrations (U.S. Region) Degraded Performance

90 days ago

100.0 % uptime

Today

European Region Operational

90 days ago

100.0 % uptime

Today

90 days ago

100.0 % uptime

Today

Virtual Pager (European Region) Operational

90 days ago

100.0 % uptime

Today

Messaging (European Region) Operational

90 days ago

100.0 % uptime

Today

Notifications and Real-Time Syncing (European Region) Operational

90 days ago

100.0 % uptime

Today

File Attachments (European Region) Operational

90 days ago

100.0 % uptime

Today

Viewing Who is On-Call (European Region) Operational

90 days ago

100.0 % uptime

Today

Code Teams (European Region) Operational

90 days ago

100.0 % uptime

Today

Self-serve Scheduling (European Region) Operational

90 days ago

100.0 % uptime

Today

Administration and Scheduling (European Region) Operational

90 days ago

100.0 % uptime

Today

API & Integrations (European Region) Operational

90 days ago

100.0 % uptime

Today

Marketing Website (Global) Operational

Payment Portal Operational

90 days ago

100.0 % uptime

Today

App Store Availability Operational

90 days ago

100.0 % uptime

Today

Google Play Store Operational

90 days ago

100.0 % uptime

Today

Apple App Store Operational

90 days ago

100.0 % uptime

Today

Twilio Voice, North America Operational

Twilio Voice, Europe Degraded Performance

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

System Metrics Month Week Day

Hypercare Services Responses Time

Fetching

Past Incidents

Nov 3, 2025

No incidents reported today.

Nov 2, 2025

No incidents reported.

Nov 1, 2025

No incidents reported.

Oct 31, 2025

Unresolved incident: Ongoing service interruptions from scheduled maintenance period.

Oct 30, 2025

Oct 29, 2025

[Canada Region] Scheduled Maintenance Notice - October 29, 2025 (03:01 – 05:00 ET)

Completed - The scheduled maintenance has been completed.
Oct 29, 05:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 29, 03:00 EDT

Scheduled - As part of Hypercare’s upcoming upgrade to user account structure, scheduled maintenance will take place during the early morning hours of Tuesday, October 28 (US Region) and Wednesday, October 29 (Canada Region). During this time, all Hypercare services will be temporarily unavailable, including (but not limited to) messaging, scheduling, on-call locating, and code activations across all platforms (iOS, Android, Web).

Scheduled Downtime Periods:

Canada Region
From: 03:01 AM (ET) on Wednesday, October 29, 2025
To: 05:00 AM (ET) on Wednesday, October 29, 2025

Please ensure your teams are prepared with:
- Alternate communication plans
- Circulated access to the Hypercare On-Call Dashboard, or offline access to critical on-call schedules
- Contact directories for key personnel

More information about the platform upgrade and required actions has been shared in the following official announcements:
- https://hypercare.atlassian.net/wiki/external/Mjg0NzdkYWIwMDE4NDI3NDhlZTNjMjBmZjRiMzA0Zjk

A temporary Hypercare on-call dashboard will be available during the downtime period. If you wish to opt out, please indicate this in the acknowledgment form shared with your organization.

We appreciate your understanding and cooperation as we complete these improvements. If you have any questions or require assistance, please reach out to your Customer Success Manager or contact our support team at sta-support@hypercare.com.

Thank you,
Hypercare Team
Oct 14, 13:55 EDT

Oct 28, 2025

[US Region Only] Scheduled Maintenance Downtime Extended

Resolved - The incident is resolved.
Oct 28, 16:30 EDT

Monitoring - [US Region] Login issues have been fixed for mobile. Users are now able to login. Marking the incident as monitoring.
Oct 28, 12:33 EDT

Update - [US Region] Code team activation and escalation has been fixed.
The team is working on the fix for mobile logins.
Oct 28, 11:17 EDT

Update - [US only] Virtual paging services is back to operational. The engineering team is all hands on deck to fix the pending issues.
Oct 28, 10:11 EDT

Update - [US only] We've identified the issue for virtual pager services. The engineering team is deploying a fix.
The team is still working on resolving the mobile login, and code team activation issues.
Oct 28, 09:45 EDT

Update - [US region] We are deploying a hot fix for login issue on iOS and Android.
Oct 28, 08:23 EDT

Update - [US Region Only] The below services are still under maintenance:
- Logging in on iOS and Android applications. Logged in users are not impacted.
- Code Team Escalations and escalations
- Downloading Reports and schedules
Oct 28, 06:51 EDT

Update - [US Region Only] The extended scheduled maintenance downtime is ongoing. The Web Client (app.hypercare.com) and Web Admin Portal (admin.hypercare.com) are now fully accessible.

The team is working on restoring services on the iOS and Android applications.
Oct 28, 05:38 EDT

Identified - [US Region Only] As part of Hypercare’s upcoming upgrade to user account structure, the scheduled maintenance downtime has been extended beyond 05:00 EST due to an expected error. All Hypercare services continue to be temporarily unavailable, including (but not limited to) messaging, scheduling, on-call locating, and code activations across all platforms (iOS, Android, Web). We apologize for the inconvenience and are working on restoring all services.
Oct 28, 05:04 EDT

[CA Region, Web Portal] User Contact Page Not Loading

Resolved - The incident is resolved and closing this incident.
Oct 28, 11:50 EDT

Monitoring - [Canada region] The fix for SSO login on web browser has been deployed. Users are now able to login to their Hypercare accounts.
Oct 28, 10:39 EDT

Update - [Canada Region] User profile viewing and searching is fixed. Engineers are working on fixing the SSO login issue.
Oct 28, 09:20 EDT

Identified - [Canada Region] The engineers are working on a hot fix for the web SSO login issue, as well as user profile viewing and searching.
Oct 28, 08:24 EDT

Investigating - [CA Region, Web only] The web application in Canada region is having the below issues:
- Login via single-sign-on. Logged in users are advised to stay logged in
- Viewing the contact profile details of users. Searching users is impacted
Mobile users are not impacted. The engineers are currently investigating the issues.
Oct 28, 06:20 EDT

[US Region] Scheduled Maintenance Notice - October 28, 2025 (03:01 – 05:00 AM ET)

Completed - The scheduled maintenance has been completed.
Oct 28, 05:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 28, 03:00 EDT

Scheduled - As part of Hypercare’s upcoming upgrade to user account structure, scheduled maintenance will take place during the early morning hours of Tuesday, October 28 (US Region) and Wednesday, October 29 (Canada Region). During this time, all Hypercare services will be temporarily unavailable, including (but not limited to) messaging, scheduling, on-call locating, and code activations across all platforms (iOS, Android, Web).

Scheduled Downtime Periods:

United States Region
From: 03:01 AM (ET) on Tuesday, October 28, 2025
To: 05:00 AM (ET) on Tuesday, October 28, 2025

Please ensure your teams are prepared with:
- Alternate communication plans
- Circulated access to the Hypercare On-Call Dashboard, or offline access to critical on-call schedules
- Contact directories for key personnel

More information about the platform upgrade and required actions has been shared in the following official announcements:
- https://hypercare.atlassian.net/wiki/external/Mjg0NzdkYWIwMDE4NDI3NDhlZTNjMjBmZjRiMzA0Zjk

A temporary Hypercare on-call dashboard will be available during the downtime period. If you wish to opt out, please indicate this in the acknowledgment form shared with your organization.

We appreciate your understanding and cooperation as we complete these improvements. If you have any questions or require assistance, please reach out to your Customer Success Manager or contact our support team at sta-support@hypercare.com.

Thank you,
Hypercare Team
Oct 14, 13:54 EDT

Oct 27, 2025

No incidents reported.

Oct 26, 2025

No incidents reported.

Oct 25, 2025

No incidents reported.

Oct 24, 2025

No incidents reported.

Oct 23, 2025

No incidents reported.

Oct 22, 2025

No incidents reported.

Oct 21, 2025

Resolved - This incident has been resolved.
Oct 21, 13:33 EDT

Update - [US region] Notification and Real-time syncing are recovered. We're monitoring the services.
Oct 20, 14:58 EDT

Update - [US only] Messaging functions are now fully operational. Real-time notification system is still impacted. We will continue to monitor system recovery from AWS services.
Oct 20, 13:15 EDT

Update - [US only] We are observing intermittent delays when loading messaging screens as the system processes requests on AWS. Our engineers are actively exploring options to restore full service despite the ongoing AWS incident.
Oct 20, 12:41 EDT

Update - [US only] Hypercare login services are recovered. Real-time notifications are still impacted by AWS outage. Engineers are continuing to investigate options for restoring the services despite the AWS incident.
Oct 20, 11:06 EDT

Update - [US only] Hypercare login services and real-time notifications are impacted by AWS outage. Engineers are continuing to investigate options for restoring the services despite the AWS incident. Users who are already logged into Hypercare are asked to stay logged in.
Oct 20, 10:48 EDT

Update - [US only] Users in US region continue to be impacted by the AWS incident. Engineers are continuing to investigate options for restoring real-time notification services despite the AWS incident.
Oct 20, 08:28 EDT

Update - Login services for users based in Canada have been fully restored.

We continue to monitor restoration of Notification and Real-Time Syncing services for US users.
Oct 20, 05:52 EDT

Monitoring - Hypercare services are gradually restoring to normal operations. Services are recovering with significant improvement. Our team continues to monitor the situation with AWS.
Oct 20, 05:30 EDT

Investigating - Critical AWS services experiencing an outage causing interruptions Hypercare login services (impacting US and Canada users) and notification delivery (US only). Users who are already logged into Hypercare are asked to stay logged in.
Oct 20, 04:00 EDT

Oct 20, 2025

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