Core Practice Status

Resolved: Twilio has confirmed the issue impacting inbound SMS messages for a subset of Australian phone numbers has been resolved. We are no longer seeing delivery issues and inbound SMS messages are functioning as expected.

Outbound SMS messages were not impacted during this incident.

We will continue to monitor, but no further action is required at this time.

Monitoring: Twilio has advised they are seeing recovery for the issue impacting inbound SMS messages for a subset of Australian phone numbers. Inbound SMS replies may now be successfully received, however some delays may still occur while full recovery is confirmed.

Outbound SMS messages continue to send as expected.

We will continue to monitor the situation closely and will provide another update within 2 hours, or sooner if more information becomes available.

Identified: Twilio has confirmed they have identified the cause of the issue impacting inbound SMS messages for a subset of Australian phone numbers and are continuing to deploy a fix.

Inbound SMS replies may still be delayed or not received for some numbers at this time. Outbound SMS messages continue to send as expected.

Twilio expects to provide another update within 24 hours, or sooner if additional information becomes available. We will continue to monitor the situation closely and share further updates as they are provided.

Identified: Identified We are aware of an issue impacting inbound SMS messages for a subset of Australian phone numbers. Core Practice uses Twilio as our SMS delivery provider. Twilio has confirmed an incident on their platform where some inbound SMS messages are not being received. Their engineering team has identified the cause and is actively working on deploying a fix.

Impact

Resolved:

Resolution Summary

We sincerely apologise for the inconvenience caused. This incident resulted from a sequence of compounding events that amplified the impact and extended the resolution time longer than expected. Our emergency response processes were initiated, however, due to external factors, they did not function as effectively as intended.

For full transparency, please see the details below.

Overview

Between 8:00am and 9:50am AEST on 2 February 2026, Core Practice experienced a performance degradation due to a failure in the VM Autoscale automation capability. As a result, newly created virtual machines were unable to successfully install startup configurations, causing them to report an unhealthy state. This led to reduced VM capacity across the platform.

8:34am AEST, We became aware of the issue following customer reports of system slowness.

8:42am AEST, Our engineering team initiated emergency procedures to manually override VM configurations and restore individual virtual machines to a healthy state. In parallel, a separate team began provisioning a new VM pool to restore capacity.

9:15am AEST, We identified ongoing service issues reported by our service provider, Microsoft Azure. Relevant incidents published on the Azure Status page included: https://azure.status.microsoft/en-us/status

Issue Amplification

The incident was further compounded by Azure reporting incorrect VM health and provisioning states. While engineers were manually overriding configuration files, Azure Monitoring continued to display affected VMs as unhealthy. Under normal circumstances, these VMs should have reported a healthy status. This misleading information diverted engineering efforts toward investigating additional, non-existent issues.

9:40am AEST, We confirmed that the manually overridden VMs were operating correctly and that the primary remaining issue was inaccurate health and provisioning status reporting within Azure Monitoring. Engineers promptly updated the configurations on the remaining VMs to restore full system functionality.

9:50am AEST All systems were fully restored and operating normally.

Root Cause

The root cause of this incident was an ongoing service issue within Microsoft Azure that affected storage accounts used by VM custom extension packages. These storage accounts are required during VM provisioning to startup configuration routine. This issue was further exacerbated by Azure reporting incorrect VM health and provisioning states, which delayed identification of the true operational status of affected virtual machines.

Next Steps

We sincerely apologise for the impact this incident had on affected customers. We are continuing to work closely with Microsoft Azure to:

Identified: We’ve identified the issue and initiated an emergency response to manually override the VM health state reported by Azure.

This forces the VM into a healthy state while Microsoft Azure resolves an issue causing false error notifications. We will continue investigating the root cause and will provide a resolution summary once available.

The system is now gradually returning to normal operational state.

More info: https://azure.status.microsoft/en-us/status

Identified: We are currently investigating an issue with our service provider, Microsoft Azure. The issue is causing virtual machines (VMs) across multiple regions to fail to start. Our team is working with Azure to resolve this as quickly as possible.

We will provide further updates as more information becomes available.

https://azure.status.microsoft/en-us/status

Identified: We are currently investigating reports of slow system performance impacting some users. Our team is working to identify the cause and restore normal performance as quickly as possible. We will provide further updates as they become available.