Spruce Health Status

Resolved: We have more reports coming in of successful call routing to Spruce phone numbers with 317 area code. We're considering this incident resolved. If you continue to experience issues with callers unable to reach your 317 area code Spruce phone numbers, please don't hesitate to reach out to us at [email protected] or via the Spruce Support conversation in-app.

Monitoring: We've been working closely with our telecommunication infrastructure provider to get this issue resolved. As of 1:35pm PT today (February 18), we have started to see recovery with multiple practices confirming that calls that were previously are successfully routing to their Spruce phone number.

We're continuing to monitor the situation to ensure it is fully resolved before considering this incident closed. We're also working with our telecommunications partner to understand the true root cause of the issue here.

Identified: We're continuing to work with our telecommunications partner to get to the bottom of the call issues here. We'll provide an update tomorrow (February 18) once we have an update from them.

Investigating: We have been receiving multiple reports of users unable to reach Spruce phone numbers with area code 317. When dialing a 317-based Spruce phone number, the caller hears an automated message such as "Your call cannot be completed at this time." We received the first report of this issue on February 13.

The impact of this issue is as follows:

• Some providers are unable to make outbound calls via their Spruce phone number
• Some patients are unable to reach Spruce phone numbers with are a code 317

If you're experiencing any such outbound/inbound call issues, please don't hesitate to reach out in-app via Spruce Support or email us at [email protected]

We're actively working with our telecommunication infrastructure provider to get to bottom of this issue.