# Aircall: Critical incident: Aircall Support Portal unavailable

**Summary:** Aircall’s Support Portal was unavailable in a vendor-rated critical incident starting 2025-12-05 08:57 UTC, resolved at 2025-12-05 09:26 UTC after 29 min. Aircall attributed the outage to a global network infrastructure provider incident; ticket submission returned during recovery, and the provider implemented a fix before all support channels were confirmed operational and stable. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-12-05 08:57 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/2zj48p5ybxwq](https://stspg.io/2zj48p5ybxwq)
- [Company: Aircall](https://rewindex.com/company/aircall.md)
- Versions: before (none: first archived) → after incident\_version:120/03z634gp9kw0@f46439af4edb
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Aircall Support Portal unavailable
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-12-05 08:57 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-12-05 09:26 UTC
```

**6. Added: Affected components**

```diff
+ Aircall Support Portal (Help Center), Websites - Aircall Support Portal
```

**7. Added: Update** (investigating) · 2025-12-05 08:57 UTC

```diff
+ We are experiencing an issue with our Support Portal (support.aircall.io).  This issue appears to be related to a network infrastructure incident affecting our portal's provider.  In case you need immediate support from Aircall, please call us at +18882406923 or +33176360695.
```

**8. Added: Update** (identified) · 2025-12-05 09:08 UTC

```diff
+ This is a confirmed global incident experienced by a major network infrastructure provider; it impacts multiple websites and platforms. We are in close contact with the provider, and we are internally assessing possible mitigation measures. Ticket Submission to Aircall Support is now normally available via https://support.aircall.io/en-gb/requests/new, and some regions may be recovering.
```

**9. Added: Update** (monitoring) · 2025-12-05 09:14 UTC

```diff
+ A fix has been implemented by the provider, and the Aircall Support Portal is now operational. We continue to monitor the situation.
```

**10. Added: Update** (resolved) · 2025-12-05 09:26 UTC

```diff
+ The Support Portal and all its Support channels are operational and stable.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-12-05 08:57 UTC | Critical incident: Aircall Support Portal unavailable (this change) | outage |

All Aircall changes: [timeline](https://rewindex.com/company/aircall/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/ida8eb7fcc8ca19 · Markdown: https://rewindex.com/change/ida8eb7fcc8ca19.md · JSON: https://rewindex.com/api/v1/changes/ida8eb7fcc8ca19 · Generated 2026-10-18T03:29:29.997Z