Genesys Cloud Status

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 other geographic locations. Genesys's Product Support team is available to assist in these efforts.

We anticipate complete service restoration will require at least an additional twenty-four hours, though the exact timeline will depend on how quickly teams can stabilize the underlying infrastructure. Next update 20:00.

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, monitoring systems, message processing, and automated workflows.

We strongly advise customers with UAE workloads to implement disaster recovery procedures and consider migrating critical workloads to alternate regions. Genesys Cloud Product Support is available to provide guidance on regional alternatives that align with data residency requirements.

Full service restoration is expected to take at minimum another full day, with exact timing dependent on underlying infrastructure stabilization. We understand the impact this disruption has on your operations and are dedicating all available resources to expedite recovery.

We will continue to provide updates as the situation evolves. For immediate assistance, please contact Genesys Cloud Product Support. Next update 3/4/2026 08:30 Eastern.

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, compute resources (virtual machines) and supporting services, including monitoring systems, message queues and automated workflows. Resource provisioning capabilities remain limited as the platform provider works to stabilize core infrastructure components.

We continue to recommend customers with UAE workloads implement disaster recovery procedures, including migrating critical workloads to alternate regions. For customers seeking guidance on regional alternatives, the Genesys Cloud Product Support team can advise on options and align with your data residency requirements.

Full restoration is expected to take at minimum another day to complete, with recovery times dependent on underlying infrastructure stabilization.

We understand the significant impact this disruption has on your operations and are committed to keeping you informed. We will provide additional updates as meaningful progress occurs. Next update 22:00 Eastern.

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 on the recovery of foundational infrastructure components. We anticipate the restoration process to take at minimum another day to complete. Genesys continues to work closely with the platform provider to restore all services.

Customers who remain impacted should implement disaster recovery plans. For assistance implementing contingency measures, please contact the Genesys Product Support team. We will continue to provide updates as meaningful progress is made toward service restoration. Next update 15:00 Eastern or sooner if conditions change.

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 and recovery efforts and due to the complex nature of the incident and required recovery protocols, we anticipate the restoration process will take a minimum of 24 hours to complete.

We understand the significant impact this disruption may have on your business operations and strongly encourage affected customers to implement disaster recovery plans. Genesys Product Support team is available to assist with implementing our Ready Response solution to help minimize disruption during this time.

We will continue to provide updates as meaningful progress is made toward service restoration. The next update will be provided by 06:00 Eastern.

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 take at minimum 24 hours to complete. We understand the impact this has on your business operations. To help minimize disruption during this time, our Product Support team is available to assist with implementing our Ready Response solution. We strongly encourage affected customers to reach out to Genesys Product Support for immediate assistance with this alternative solution. We will continue to provide updates as meaningful progress is made toward service restoration. Next Update 21:00 Eastern or as information becomes available.

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.

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.

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.

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.

Resolved: Genesys is continuing to monitor activities in the region with the platform provider. Genesys Cloud services are operating normally after evacuating services from a single availability zone. There is no current impact to our customers. We will provide immediate updates through this channel should there be any change in status.

Investigating: Teams are investigating an issue impacting multiple features in the Genesys Cloud platform. The platform provider has been engaged and is actively assisting in the incident. Next update 09:15 Eastern or sooner as information becomes available.

Resolved: This incident has been resolved.

Monitoring: We are continuing to monitor for any further issues.

Monitoring: Service teams identified the root cause as an issue with the speech-to-text provider and have worked with the vendor to restore service. Error rates have returned to normal and we continue to monitor for stability.

Investigating: Teams are investigating an issue impacting voice bot flows and third party bot flows. Digital bot flows will remain unaffected. Next update 04:30 Eastern or sooner as information becomes avaialble.