Degraded service stability on Clari Revenue Platform

Incident Report for Clari

Postmortem

On October 20th 2025, 8:11 UTC Clari experienced widespread service degradation across multiple products, including Clari Copilot, Clari Revenue Platform, and Groove services. The disruption was triggered by a major outage in Amazon Web Services (https://aws.amazon.com/message/101925/) further compounded by cascading failures in upstream dependencies, including several external service providers that were also impacted by the AWS outage.

As AWS and these service providers recovered, Clari systems gradually regained stability. All services were confirmed fully operational by October 21st 2025, 13:03 UTC, after a sustained period of monitoring.

Posted Oct 24, 2025 - 14:29 UTC

Resolved

We have confirmed the issue has been resolved for the impacted users. A summary of the incident will be posted within the next three US business days.

Posted Oct 21, 2025 - 13:03 UTC

Update

Both upstream incidents have been mitigated by the providers (Launch Darkly reports their fix is in place and under observation). Our systems have recovered and are operating normally.
We are keeping heightened monitoring in place across all services. If we detect any regression, we’ll update this incident.

Posted Oct 21, 2025 - 08:28 UTC

Update

We are still experiencing elevated errors from an upstream service providers. Error rates continue to improve, but we are still observing some service degradation across all Clari Products.

We will continue posting updates as the situation progresses

Posted Oct 21, 2025 - 04:19 UTC

Update

The underlying Cloud Provider Incident has been resolved, however other upstream service providers continue to experience high error rates.

We are still observing service degradation across all Clari Products.

We will continue posting updates as the situation progresses.

Posted Oct 20, 2025 - 23:28 UTC

Update

Mitigations are being rolled out in the underlying Cloud Provider Incident(https://health.aws.amazon.com/health/status).

As our services recover capacity, there may be some inconsistencies in configuration. These effects are temporary and will resolve as our other upstream vendors recover from the Cloud outage.

We are still observing service degradation across all Clari Products.

We will continue posting updates as the situation progresses.

Posted Oct 20, 2025 - 18:31 UTC

Update

We continue to monitor an underlying Cloud Provider Incident (https://health.aws.amazon.com/health/status).

We are observing service degradation across all Clari products:
- Clari Platform users are experiencing increased error rate and latencies
- Groove users users are experiencing increased error rates and latencies
- Copilot Recorder bots are unable to join the calls.

We will continue posting updates as the situation progresses.

Posted Oct 20, 2025 - 17:36 UTC

Update

We continue to monitor an underlying Cloud Provider Incident (https://health.aws.amazon.com/health/status).
We are observing service degradation across all Clari products:
- Clari Platform users are experiencing increased error rate and latencies
- Groove users users are experiencing increased error rates and latencies
- Copilot Recorder bots are unable to join the calls.

Posted Oct 20, 2025 - 16:05 UTC

Update

As a result of underlying Cloud Provider Incident (https://health.aws.amazon.com/health/status) we are observing gradual service degradation across all Clari products:
- Clari Platform users will experience increased error rate and latencies
- Groove users may experience increased error rates and latencies
- Copilot Recorder bots are unable to join the calls.

We continue to monitor underlying AWS service degradation and we will post updates

Posted Oct 20, 2025 - 15:29 UTC

Update

Increased traffic combined with inability to scale-up due to underlying issue with our Cloud Service Provider is impacting Clari-Core services with increasing error rates and latencies.
Similarly, Clari-Copilot is experiencing delayed Recorder bots

Posted Oct 20, 2025 - 14:21 UTC

Update

We continue to monitor the recovery of our systems following AWS outage (https://health.aws.amazon.com/health/status). While the root cause has been addressed, we are still having troubles leasing additional compute capacity. As a result:
- Clari Core is fully functional. We are monitoring system vitals.
- Clari Copilot is slowly recovering, but we are still observing that approximately half of Recorder bots are missing meetings or are late to join it.
- Groove, including Groove Dialer is fully functional. We are monitoring system vitals

Posted Oct 20, 2025 - 14:05 UTC

Monitoring

AWS confirms that they have resolved the primary cause of the outage (https://health.aws.amazon.com/health/status), however there still exist a problem with launching additional compute capacity. As a result:

- Clari Core is fully operational, but we will continue to monitor throughout the day for signs of degraded performance due to potential inablity to scale up
- Clari Copilot is still degraded and most of the calls do not have Copilot joining them due to lack of available compute capacity
- Groove Dialer is still degraded due to downstream (Twillio) service being degraded.

We will continue to monitor system recovery throughout the day and will post updates as status changes.

Posted Oct 20, 2025 - 11:17 UTC

Update

At this time we are experiencing outages across multiple product lines due to an ongoing AWS incident (https://health.aws.amazon.com/health/status).

We are actively monitoring the situation and will be sharing updates.

The following Clari Platform components are affected: Clari, Groove Dialer, Copilot.

Posted Oct 20, 2025 - 08:52 UTC

Investigating

We are observing a wide system stability impact from degraded services on Amazon AWS. Clari services are impacted partially due to this. We are actively monitoring the situation and will be sharing updates.
The following Clari Platform components are affected: Clari, Groove Dialer, Copilot.

Posted Oct 20, 2025 - 08:21 UTC

Identified

Posted Oct 20, 2025 - 08:11 UTC

This incident affected: Groove (Groove Dialer, Groove webapp, Groove Extension, Outlook Add-in, Groove Scheduler), Clari Revenue Platform (Analyze, Capture, Dashboards, Forecast, Inspect - Accounts, Inspect - Opportunities, Mobile, Platform (General), Revenue Database (RevDB), Studio, Clari - Other), and Clari Copilot.