Hello,
CareSignal Engineering noticed an issue with one of our backend systems at 9AM CDT that was preventing CareSignal program phone calls and text messages from going out to patients. We were able to resolve this issue by 10AM CDT. Any patients that hadn't received their program message due to this outage, would have received it at or shortly after 10AM CDT once the fix was in place.
We recently migrated our infrastructure to a new cloud environment and thus there were gaps in our monitoring and alarm systems that prevented us from knowing about this issue sooner. We have now put in place additional monitoring as well as alarm systems to ensure the gaps related to this particular issue are now closed.
Additionally, we will be improving our client communication workflows by adding an extra email notification layer to send out both scheduled maintenance information as well as emergency communications to all users on the system, so that as we uncover an issue, all users will be made aware of that issue at the same time. We will also continue to post information and updates about issues that arise to this support site.
Our sincere apologies for the issue from earlier today. We value your patients and your collaboration and will do all that we can to mitigate these issues from occurring moving forward as well as improving our communications when they do happen so that you are better informed.
Thank you,
CareSignal Engineering