Elevated Error Rates - EMEA (UAE)
Incident Lifecycle
Incident Timeline
Monitoring
Genesys Cloud UAE availability remains dependent on the platform provider. There is no ETTR and guidance remains for customers to continue operations in alternate regions. We will provide updates as more information becomes available.
Apr 7, 2026 at 2:48 PM UTC
Monitoring
Genesys Cloud UAE availability remains dependent on the platform provider. There is no ETTR and guidance remains for customers to continue operations in alternate regions. We will provide updates as more information becomes available.
Mar 27, 2026 at 9:10 PM UTC
Monitoring
Genesys Cloud continues to experience significant service disruptions in the UAE region. While improvements have been observed in some platform metrics, full restoration of Genesys Cloud services remains dependent on the platform provider's recovery of core infrastructure services. Genesys teams are actively monitoring service health and error rates, performing continuous data integrity checks, and working closely with the platform provider to validate platform infrastructure availability and...
Mar 20, 2026 at 3:46 PM UTC
Monitoring
We continue to experience service disruptions in the UAE region. Restoration of Genesys Cloud services remains directly dependent on the platform provider’s recovery of core infrastructure. Genesys teams are actively monitoring service health and error rates, while continuing to perform data integrity checks. We anticipate an extended recovery period for full service restoration in the region. We will provide information on platform availability as it becomes available.
Genesys Cloud teams...
Genesys Cloud teams...
Mar 15, 2026 at 7:09 PM UTC
Monitoring
We continue to experience service disruptions in the UAE region. The recovery of Genesys Cloud services is directly dependent on the restoration of core infrastructure by the platform provider. Genesys teams are actively monitoring service health and error rates, conducting ongoing data integrity checks, supporting customer migrations to alternative regions and are in constant communication with the platform provider.
At this time, we anticipate an extended recovery period for full service ...
At this time, we anticipate an extended recovery period for full service ...
Mar 10, 2026 at 5:07 PM UTC
Identified
Genesys Cloud continues to experience service disruptions in the EMEA (UAE) region. While we've observed minor improvements in some service metrics, significant challenges remain as we work to restore full service functionality.
Core infrastructure services remain in recovery mode with limited ability to provision new compute resources. While we're seeing basic telemetry showing slight improvement, and our initial data integrity validations have completed successfully, full service restorati...
Core infrastructure services remain in recovery mode with limited ability to provision new compute resources. While we're seeing basic telemetry showing slight improvement, and our initial data integrity validations have completed successfully, full service restorati...
Mar 9, 2026 at 2:33 PM UTC
Identified
There have been no significant changes regarding Genesys Cloud service availability in the EMEA (UAE) region. We continue to partner closely with the platform provider as they stabilize core infrastructure. Our engineering teams have performed initial data integrity checks with success, but full restoration of core services is needed to make a final determination. Our development teams continue to monitor error rates and ability to launch compute resumes, allowing us to restore service and ...
Mar 8, 2026 at 2:29 PM UTC
Identified
There has been no material change regarding Genesys Cloud service availability in the EMEA (UAE) region. We continue to partner closely with the platform provider as they stabilize core infrastructure. Our engineering teams have performed initial data integrity checks with success, but full restoration of core services is needed to make a final determination. Our engineering teams have monitors in place to alert when error rates drop and the ability to launch compute resumes, allowing us to...
Mar 7, 2026 at 4:31 PM UTC
Identified
Genesys Cloud is experiencing partial service recovery following regional infrastructure challenges in the UAE region. Authentication services have been restored, core database operations are showing improvement, and directory services are stabilizing. While users can successfully log in, many platform features remain limited. Currently, analytics queries, message processing, storage operations, recording exports, edge/call services and search capabilities are impacted. Genesys maintains the ...
Mar 6, 2026 at 10:08 PM UTC
Identified
The Genesys Cloud platform is showing encouraging signs of improvement following the recent service disruptions in UAE. Core authentication services are intermittently operational, allowing some users to access the Genesys platform, though many core features remain temporarily limited. Overall error rates have decreased significantly across multiple Genesys Cloud services since early morning, indicating positive progress in service restoration.
The platform provider continues their recovery...
The platform provider continues their recovery...
Mar 6, 2026 at 1:59 PM UTC
Identified
Status remains unchanged at this time. The next update will be posted at 9am Eastern or as information becomes available.
Mar 6, 2026 at 1:59 AM UTC
Identified
Genesys Cloud teams continue to work closely with the platform provider to restore services in the UAE region. Both Genesys and the platform provider are taking a measured approach aimed to enable both customer and foundational service recovery while maintaining system stability. As resources become available in the region, Genesys Cloud teams will begin to methodically bring core services back online that are responsible for customer data restoration for migration purposes. This process will...
Mar 5, 2026 at 12:47 PM UTC
Identified
The UAE region continues to experience a significant service disruption. Genesys monitoring has shown no successful connectivity tests in the last forty-eight hours, and regional services remain unavailable. Once services begin to recover, we will prioritize the restoration of essential platform functions that enable customer data exports and migrations. Given anticipated capacity constraints, this recovery process will be carefully managed.
We recommend customers plan for migration to alter...
We recommend customers plan for migration to alter...
Mar 5, 2026 at 2:01 AM UTC
Identified
Genesys Cloud development teams continue working with the platform provider toward resolution of the service disruptions impacting the UAE region. While we are seeing some positive progress, several core services remain impaired, including database operations, the ability to launch virtual machines, monitoring capabilities, message queuing and automation services.
We continue to recommend customers in the UAE region activate their business continuity plans and evaluate moving operations to ...
We continue to recommend customers in the UAE region activate their business continuity plans and evaluate moving operations to ...
Mar 4, 2026 at 1:22 PM UTC
Identified
Genesys Cloud is actively responding to significant service disruptions affecting our UAE Region operations. Our development teams are working closely with our platform provider to restore full service functionality while prioritizing system integrity. Storage systems are showing gradual improvement, and management console access has been partially restored. However, core platform services continue to experience degraded performance, including database operations, virtual machine provisioning...
Mar 4, 2026 at 2:48 AM UTC
Identified
Genesys Cloud continues to experience service disruptions affecting the UAE Region. Genesys development teams are actively working with the platform provider to restore full service functionality. While teams have made progress in recovery efforts, with improvement in storage system performance and partial restoration of management console access, several core platform resources continue to experience significant degradation. We continue to see elevated error rates across database resources, ...
Mar 3, 2026 at 8:00 PM UTC
Identified
Due to significant infrastructure challenges, Genesys Cloud continues to experience ongoing service disruptions affecting the UAE region. While the platform provider has made progress in restoring some functionality, including partial access to management consoles and improvements in some storage and data handling capabilities, several core services continue to experience degraded performance and elevated error rates. New resource provisioning remains limited and full restoration is dependent...
Mar 3, 2026 at 11:00 AM UTC
Identified
Following continued widespread infrastructure challenges in the UAE region, multiple critical services within the Genesys Cloud environment continue to experience disruptions. These technical issues are impacting service delivery through our platform provider's regional infrastructure. While teams have partially restored access to some management consoles, several core services remain affected. Genesys Cloud development teams are actively working alongside the platform provider on restoration...
Mar 3, 2026 at 1:59 AM UTC
Identified
Due to regional events, Genesys Cloud continues to experience a service disruption affecting the platform in the UAE region. The incident is affecting multiple data centers in our platform provider’s infrastructure. Our platform provider has teams actively engaged in restoration efforts, and Genesys Cloud development teams are working closely with them to restore all services. Due to the complex nature of the incident and required recovery protocols, we anticipate the restoration process to...
Mar 2, 2026 at 4:20 PM UTC
Investigating
We continue to experience service disruptions in the UAE region. Genesys development teams are working closely with the platform provider to restore all services. The recovery process is ongoing and is expected to take several hours to complete. If your business operations are being affected, please contact Genesys Product Support who can assist you with implementing our Ready Response solution to minimize disruption. Next update 12PM Eastern.
Mar 2, 2026 at 10:25 AM UTC
Investigating
Genesys development teams continue working with the platform provider to restore services in the UAE region. The platform provider has advised recovery efforts are expected to take several hours. If your operations continue to be impacted, please contact Product Support to implement our Ready Response solution. Next update will be provided at 6AM Eastern.
Mar 2, 2026 at 7:03 AM UTC
Investigating
Genesys Cloud is experiencing a region-wide service disruption affecting our customers in the UAE. Our development teams continue to work with the platform provider to resolve this issue. If your operations are impacted, please contact the Genesys Product Support team to implement our Ready Response solution as a temporary measure. Next update 02:00AM Eastern.
Mar 2, 2026 at 6:28 AM UTC
Investigating
Teams are investigating errors on multiple services in the EMEA (UAE) region. The platform provider is engaged and actively troubleshooting with the Genesys development teams. Next update 01:30 Eastern or sooner as information becomes available.
Mar 2, 2026 at 5:58 AM UTC
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