From April 5th ~16:50 UTC through May 1st ~14:30 UTC, 2019, we experienced periods of intermittent delays with delivery receipts for messages sent using US short codes. Our customers might have experienced delays with receiving delivery receipts when requested.
One of our US SMS Shortcode suppliers recently completed a data center migration. During this migration, the implementation of a legacy platform setting with a new version of the software caused a bug leading to message queuing on their platform, which prevented their system from sending out delivery receipts in a consistent and timely manner towards their customers. They have now identified the root cause, and have implemented a fix, which has resolved this issue.
A program of work has been identified that includes:
--Vonage Preventative Actions:
**Periodic stand-up calls with the supplier to ensure both systems are working as expected and previous issues don't reoccur.
**Working with our internal quality teams to improve monitoring of delivery receipts.
**Introducing KPI’s that measure delivery receipt latency, and trigger alerts if those latencies are above the determined threshold.
--Supplier Preventative Actions:
**Our supplier has updated their configuration management system. Any future version changes (none of which are planned right now), would be run through that management system which would ensure appropriate settings are in place.
**Additionally, They have added monitoring to detect delivery receipt queues. If the queues grow over the expected message limit, this will trigger an alert to their customer care team.