Summary
On the 20th of October 2025 at 6:55 PM CEST due to the ongoing AWS incident Dixa experienced intermittent issues with Telephony Inbound and Outbound connectivity. On some Dixa instances the calls were not being placed or the connection between agents and users was not established.
Root cause
The incident originated from a major AWS service disruption in the us-east-1 region caused by a DNS race condition within Amazon DynamoDB’s endpoint management system. The fault temporarily removed valid DNS records for several AWS services, resulting in widespread API resolution failures across multiple dependent systems.
Dixa is using Twilio’s APIs for telephony services. When DynamoDB’s DNS records were invalidated, Twilio’s regional load balancers lost access to key internal routing data, which caused inbound and outbound voice requests to fail.
Because Twilio’s APIs are globally routed through Twilio’s us-east-1 infrastructure, Dixa’s platform became unable to establish or maintain voice sessions.
Timeline
At 06:55 pm CEST: We started observing intermittent interruptions with Telephony Inbound and Outbound service. Only some Dixa instances and phone numbers were affected. The incident was reported with the Identified status.
At 07:52 pm CEST: The update is posted stating that some of the services are still impacted.
At 08:51 pm CEST: There are no signs of issues on Dixa services anymore, however the third party services are still recovering and minimal interruptions could be expected.
At 09:46 pm CEST: The impacted systems have fully recovered. The incident status was moved to Monitoring.
At 00:56 am CEST on the 21st of October: AWS confirmed that the incident is fully resolved on their end. Dixa’s incident status was changed to Resolved.
Preventive measures
Dixa will evaluate implementing the following measures to mitigate the risk of similar issues in the future:
We sincerely apologise for the inconvenience this has caused.