The Spruce application was inaccessible across desktop, web, iOS, and Android from 11:48 AM PT to 12:02 PM PT on March 11, 2025 due to an unexpected database issue.
User Impact during this time: - The Spruce Inbox was unavailable to patients and providers - Outbound calls, SMS, video calls, and secure messages failed - Inbound calls failed with an error message to the caller. Most call events were delivered to the Inbox with a 10-15 minute delay, but a few were not and are being manually addressed - Inbound SMS and faxes were delayed by a 10-15 minutes
We are working with our cloud infrastructure provider to determine the root cause of the database issue and exploring ways to prevent similar incidents in the future.
Posted Mar 11, 2025 - 15:20 PDT
Monitoring
The platform has recovered and we are continuing to monitor.
Posted Mar 11, 2025 - 12:18 PDT
Investigating
We are investigating an issue with unavailability of the Spruce platform
Posted Mar 11, 2025 - 11:48 PDT
This incident affected: Web App, Mobile Apps, and API.