Service Status Update: AWS Outage and Alpha Drive AI Operations

Updated: 9:17 PM EST

The AWS outage in the US-EAST-1 region has been fully resolved for the vast majority of users and services.

According to AWS’s detailed post-incident report, all core services were restored to normal operations by approximately 6:01 PM EST on October 20. A few services including AWS Config, Redshift, and Connect continued to process minor message backlogs into the evening but have since stabilized.

You can view the latest updates directly on the AWS Service Health Dashboard.

Throughout this incident, Alpha Drive AI remained operational. However, several of our downstream partners, including service schedulers and DMS systems, experienced connectivity and API disruptions as a result of the AWS outage. These interruptions caused intermittent issues pushing appointments into schedulers or DMS systems, which in some cases made Alpha Drive AI appear non-responsive or loop with customers.

Our engineering team has confirmed that these disruptions were intermittent and primarily tied to partner API performance, not to Alpha Drive AI’s core platform stability. All affected partner systems have since recovered, and Alpha Drive AI continues to operate normally.

We will continue to monitor performance across all integrations and provide updates should any related issues reoccur

Updated: 2:00 PM EST

We have received reports indicating that several downstream partners, including Xtime, WiAdvisor, Reynolds, and other scheduling interfaces, are currently experiencing issues with pushing data to DMS systems via API.

Our engineering team is actively investigating these issues. Based on our current testing, the disruptions appear to be intermittent and may cause Alpha Drive AI to appear non-responsive, resulting in looping interactions with customers.

At this time, the issue appears to primarily affect scheduling functions, while appointment call handling remains unaffected.

We will continue to monitor these systems closely and will provide additional updates and guidance as more information becomes available.

Orignal Post: 11:AM EST

Earlier today, at approximately 3:11 AM EST, Amazon Web Services (AWS) experienced a major outage that affected thousands of companies worldwide, generating over 6.5 million incident reports across more than 1,000 organizations.

We want to reassure our clients that Alpha Drive AI remains fully operational and unaffected by this event. While portions of our infrastructure are supported by AWS, our platform is designed with multiple layers of redundancy, resilience, and failover capabilities. These safeguards have maintained uninterrupted service for our clients throughout the incident.

AWS has confirmed that the root cause of the issue has been identified, and most affected services have now recovered. Our engineering and infrastructure teams continue to closely monitor system performance and remain in active contact with AWS to ensure ongoing stability.

At this time, all Alpha Drive AI systems are operating normally. However, because some of our vendor partners, including Twilio and various service scheduling platforms, also rely on AWS, there may be intermittent or indirect impacts. These could include:

• Call transfers that may intermittently fail or experience higher latency (though this has not been confirmed or observed in our logs).
• Minor delays in APIs connecting to schedulers such as Xtime, MyKaarma, techWALL, and others.
• Potential delays in logs reaching reporting and external integrations.

These issues, if present, are expected to be temporary and limited in scope. Our monitoring systems are actively tracking these pathways, and our teams are ready to take action should any degradation be detected.

If you experience any irregularities or have concerns, please contact our Client Success Team.

For continued updates, insights, and announcements, you can follow and subscribe at blog.alphadriveai.com.