What happened?
On September 23rd, 2025, at approximately 8:31 PM Pacific, the xMatters internal monitoring tools alerted the xMatters Support Team to an issue with Apple iOS notifications. Users were not receiving notifications on Apple iOS devices; other device types and alert and response processing were not impacted and continued to operate without interruption.
Why did it happen?
The issue occurred because of a backend service patch applied by the Engineering teams that affected necessary dependencies for Apple Push notification delivery.
How did we respond?
As soon as the monitoring tools alerted the Support team, they engaged the Engineering teams to launch an investigation. The teams quickly identified the source of the issue as a recent backend service patch and initiated a rollback of the patch. Once the rollback was complete, the teams confirmed that all services had been restored.
What are we doing to prevent it from happening again?
The Engineering team is working to enhance testing of future patches and improving visibility into the health of services. This will help to proactively resolve issues or, when necessary, initiate rollbacks more quickly without impacting customers.