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Oct 6, 2026

Affected component: Phone call notifications (AlarmAgent voice alerts)
Resolved - On October 5th, some outbound voice call notifications were delayed. All queued calls were delivered, but they were delivered late.

Cause: Our voice service provider had a larger than usual volume of outbound calls. Their system automatically adds capacity for incoming calls, but it did not add capacity for outgoing calls. Because of this, outgoing calls waited in a queue.

Resolution: The provider added more capacity. This cleared the queue, and all delayed calls were sent. This added capacity stays in place to handle future increases in call volume.

Next steps: The provider will change their system so that it automatically adds capacity for outgoing calls as well as incoming calls. The added capacity stays in place until they complete this change.

We apologize for the delay. If you have questions, please contact RACO Support.
Oct 6, 07:00 PDT
Identified - We have identified the cause of the delayed and repeated phone call notifications reported earlier today.

Our outbound notification provider queued a backlog of scheduled calls and did not begin delivering most of them for over an hour. When the backlog was eventually delivered, it went out all at once, well after the original alarm conditions had already been acknowledged. This is why some customers received no call in a timely manner, while others received a burst of calls restating an alarm that had already been resolved.

Email and text message notifications were not affected.

We have opened a ticket directly with our notification provider and are working with them to resolve the underlying delay. We will post another update once we have confirmation of a fix or further information.
Oct 5, 15:35 PDT
Investigating - We are investigating reports of issues with outbound phone call notifications from AlarmAgent. Affected customers may experience one or more of the following:

Phone calls for alarm conditions not being received
Repeated calls stating that alarms have already been acknowledged, even after acknowledgment
An unusually high number of calls received in a short period

Email and text message notifications are not affected at this time.

We are actively investigating the cause and will post an update as soon as we have more information.
Oct 5, 12:32 PDT

Oct 5, 2026

Oct 4, 2026

No incidents reported.

Oct 3, 2026

No incidents reported.

Oct 2, 2026

No incidents reported.

Oct 1, 2026

No incidents reported.

Sep 30, 2026

No incidents reported.

Sep 29, 2026

No incidents reported.

Sep 28, 2026

No incidents reported.

Sep 27, 2026

No incidents reported.

Sep 26, 2026

No incidents reported.

Sep 25, 2026

No incidents reported.

Sep 24, 2026

No incidents reported.

Sep 23, 2026

No incidents reported.

Sep 22, 2026

No incidents reported.

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