Resolved -
Date and Time: 20th July 00:35 IST to 20th July 01:30 IST (19 July 19:05 to 19 July 20:00 UTC)
Affected Service: Video Calls
Issue: Video calls on the new media layer were unavailable for a period of about 55 minutes.
Root Cause: During a routine maintenance task, permissions associated with a class of instances were accidentally revoked. As a result, a service that manages the state of calls on the new media engine was unavailable, causing this interruption.
Resolution: Our engineering team has identified and fixed the issue by fixing the permissions with the instances. The maintenance task has been paused, and will be resumed after reviewing the health of all associated systems.
Impact: Existing calls abruptly ended, and new calls would not have started due to this interruption. This only affected organisations using the new media layer. The older media layer continued functioning, and some calls would have been rerouted to the working systems.
Next Steps:
* Provide a detailed RCA on Monday
* Fix the underlying infrastructure code to prevent this revocation of permissions from happening again
* Complete the maintenance task
Jul 20, 00:30 IST