Current Status:

All services running

A message from Ruby's CEO Kate Winkler

Ruby is committed to providing authentic transparency, exceptional service, and quality technology to our customers. We are diligently working to get this issue fully resolved and we will continue to provide updates to our customers below, as more information becomes available.

If you have any questions, please read through our FAQs or reach out to staff@ruby.com. Thank you for your patience.

Latest Update:

May 21, 2022 at 9:10am PT – Ruby Android app new version available

Outage Update: We have released a new version of the Ruby Android App (Version 6.8.2), and it will become available on all Android devices over the course of the next few days. We have resolved the issues that were preventing customers from using the Usage and Call Forwarding features in the Android App. Users who have access to these features will be able to use them again after updating to the latest version of the app. Android users must update to the latest version to access the improvements.

Previous Updates

Outage Update: We have released a new version of the Ruby iPhone App (Version 6.8.1). We have resolved the issues that were preventing customers from using the Usage and Call Forwarding features in the iPhone App. Users who have access to these permissions will now be able to use them again. iPhone users must update to the latest version to access the improvements.

Outage Update:  Ruby reception and chat services, as well as voicemail and message distribution are all fully operational. We are updating the Ruby App and my.ruby.com and you may run into unexpected latencies at times with certain functionality. A Ruby App update has been submitted to Google and Apple, once it clears their processes, an app update will be necessary and we will notify you as appropriate.  

We will continue using this page and in-app messaging to keep you aware of planned maintenance windows. On Thursday, May 19 at 11 pm PT through Friday, May 20 at 1 am PT, there is planned maintenance and some Ruby services may not be available during this time; calls will be routed to your after-hours setting preferences.

Outage Update: We are making updates to the Ruby App which require us to bring down call forwarding and usage statistics for the next few hours. A new status will be posted when services have been re-established. If Ruby hosts your number and you need to change your forwarding settings, you can reach out to us here.  

Outage Update: We are pleased to share that all systems are up and operating as expected. We are looking forward to a great week!

To listen to Voicemails go to the Ruby app or my.ruby.com. For any questions, please review our FAQ doc or reach out to us here.

Outage Update: Ruby reception and chat services, as well as voicemail and message distribution are all functioning as normal; however, the ability to adjust call forwarding via the app & my.ruby.com is currently not accessible. Please reach out to us for help with forwarding your calls here. We will provide another status and an in-app message when this is running properly again (likely evening PT).

Please review our FAQ doc or reach out to us here, if you have any questions.

Thank you for your continued support and patience.

Outage Update: As of 1:31am PT all voicemails received between May 8, 2022 and now have been delivered to your account. You can access your voicemails via the Ruby app or my.ruby.com. If you have any questions, please review our FAQ doc or reach out to us here.

To ensure your calls get forwarded back to Ruby, please take one of the following actions:

  • If you un-forwarded your calls during this service disruption, feel free to begin forwarding your calls back to Ruby.
  • If you contacted Ruby support to redirect your phone number during this outage, we have directed your number back to Ruby. Once you have successfully logged into my.ruby.com, we recommend checking your forwarding settings and adjusting to your preference.
  • If you didn’t un-forward your calls, your calls are already being answered by Ruby, per your call handling instructions.

Thank you for your continued support and patience.

Outage Update:

At this time, we are processing new voicemails and messages, as well as the backlog of voicemails. All notifications are being distributed to your account; however, to prioritize getting these to you faster, we are running multiple processes at once. As a result, notifications are not being delivered sequentially and some may be delayed. We will provide a notice here when all messages and voicemails have been distributed since the start of the outage. We expect the servers to be fully caught up with notification delivery by Sunday (5.15.2022).

Outage Update: The Ruby app, my.ruby.com, and Chat are all online! As we scaled our Amazon Web Services (AWS) servers to bring Chat back online, it invalidated the certificates for the identity server for the app and my.ruby.com. This issue has been corrected and all three services are up and running for all Ruby customers. Additional features and functionality will be brought back online in the app and my.ruby.com as quickly as possible.

Voicemail messages (from Sunday to Tuesday) have already started populating into your account and we expect the full restoration process to be completed this weekend. We will provide a status update here, as well as an in-app message, once all voicemails received during the outage have been delivered.

For our chat customers, as of 6:20am PT chat was reactivated on your account and live on your website based on your preference settings. Chat was not active on your site during the outage, so there are no outstanding messages for you to review.

To ensure your calls get forwarded back to Ruby, please take one of the following actions:

  • If you un-forwarded your calls during this service disruption, feel free to begin forwarding your calls back to Ruby.
  • If you contacted Ruby support to redirect your phone number during this outage, we have directed your number back to Ruby. Once you have successfully logged into my.ruby.com, we recommend checking your forwarding settings and adjusting to your preference.
  • If you didn’t un-forward your calls, your calls are already being answered by Ruby, per your call handling instructions.

If you have any questions, please review our FAQ doc or reach out to us here.

Thank you for your continued support and patience.

Outage Update: The Ruby app and my.ruby.com are currently unavailable and the team is investigating. This is not affecting Ruby’s ability to answer calls, and receptionist services are fully available from coast-to-coast.

We will update this page when this issue has been resolved.

Thank you for your continued support and patience.

Outage Update: The Ruby app and my.ruby.com are online; however, gaining access to these applications requires an alignment to occur between your network service provider and our new services in Amazon Web Services—a process that we don’t control and can vary by device (i.e., your laptop may be able to access these services, while your phone may not have gained access just yet). We recommend that you check the application periodically throughout the evening to confirm your access has been re-established. This process should be completed tonight.

Voicemail messages (from Sunday to Tuesday) have already started populating in your account and we expect the full restoration process to be completed Friday evening. We will provide a status update here, as well as an in-app message, once all voicemails received during the outage have been delivered.

Please note, planned maintenance on the app will occur at 9pm PT this evening (May 12, 2022); you may experience some latency when using the app until that work is completed tonight.

Chat services are expected to come back online in the morning (Pacific Time) on May 13. Chat customers will be notified via email once this service is up, and all customers will be notified via this status page and in-app messaging when additional features/functionality become available.

Again, we're monitoring each system as it comes online and as additional functionality is available, we will provide more status updates on this site.

To ensure your calls get forwarded back to Ruby, please take one of the following actions:

  • If you un-forwarded your calls during this service disruption, feel free to begin forwarding your calls back to Ruby.
  • If you contacted Ruby support to redirect your phone number during this outage, we have directed your number back to Ruby. Once you have successfully logged into my.ruby.com, we recommend checking your forwarding settings and adjusting to your preference.
  • If you didn’t un-forward your calls, your calls will be routed to and answered by Ruby effective immediately, per your call handling instructions.

Thank you for your continued support and patience.

Outage Update:

Ruby is happy to report our reception services are back online from coast-to-coast and our Receptionists have been successfully answering calls for our customers since 7:05am PT. We transitioned to bringing up support tools—the Ruby App and My.Ruby.com and expect these to come online in the evening (Pacific Time). Chat services are now planned to come online on May 13. Timing on voicemail notifications and additional features/services will be provided once available.     

Again, we're monitoring each system as it comes online and as additional functionality is available, we will provide more status updates on this site.

To ensure your calls get forwarded back to Ruby, please take one of the following actions:

  • If you un-forwarded your calls during this service disruption, feel free to begin forwarding your calls back to Ruby.
  • If you contacted Ruby support to redirect your phone number during this outage, we have directed your number back to Ruby. Once the app and online portal are back online, we recommend checking your forwarding settings and adjusting to your preference.
  • If you didn’t un-forward your calls, your calls will be routed to and answered by Ruby effective immediately, per your call handling instructions.

Thank you for your continued support and patience.

Outage Update: Since we resumed services at 7:05am PT this morning, our Receptionists have been successfully answering calls for our customers. We have almost completed the phased roll out of reception services, from east to west coast. Once reception services are up for all customers, we will transition to our other services and support tools—including voicemail notifications, chat services, the Ruby App and My.Ruby.com. Another status update will be provided here as additional functionality comes online.

Again, we want to be able to monitor each system while it comes online. We expect a full recovery in the next several hours.

To ensure your calls get forwarded back to Ruby, please take one of the following actions:

  • If you un-forwarded your calls during this service disruption, feel free to begin forwarding your calls back to Ruby.
  • If you contacted Ruby support to redirect your phone number during this outage, we are working to redirect your line back to Ruby on your behalf and we will trigger an email to you when this step is complete.
  • If you didn’t un-forward your calls, your calls will be routed to and answered by Ruby effective immediately, per your call handling instructions.

Thank you for your continued support and patience.

Outage Update: Effective immediately, we are taking calls and have resumed Ruby’s reception services.

We are doing a phased resumption of our services (from east to west coast); reception services and your voicemail notifications are included in the first phase. Chat services, the Ruby App and My.Ruby.com will follow shortly. Another status update will be provided as additional functionality comes online.

We want to be able to monitor each system while it comes online. We expect a full recovery in the next several hours.

To ensure your calls get forwarded back to Ruby, please take one of the following actions:

  • If you un-forwarded your calls during this service disruption, feel free to begin forwarding your calls back to Ruby.
  • If you contacted Ruby support to redirect your phone number during this outage, we are working to redirect your line back to Ruby on your behalf and we will trigger an email to you when this step is complete.
  • If you didn’t un-forward your calls, your calls will be routed to and answered by Ruby effective immediately, per your call handling instructions.

Thank you for your continued support and patience.

Outage Update: Testing is completed and performance tuning of all systems is underway. A phased resumption of service is underway with voicemail being made available first. Another update will be posted shortly.

Please continue to un-forward your phone from Ruby until you receive an “all clear” notice. We will provide updates on this page and the “all clear” message will come via email, in-app messaging, and this status page, when appropriate.

Thank you for your continued support and patience.

Outage Update: We are continuing to QA test our infrastructure to ensure we are ready to receive incoming calls and chats.

We are still on-track to resume Ruby’s primary call and chat services the morning of May 12 (Pacific Time).

Please continue to un-forward your phone from Ruby until you receive an “all clear” notice. We will provide updates on this page and the “all clear” message will come via email, in-app messaging, and this status page, when appropriate.

Thank you for your continued support and patience.

Outage Update: We have rebuilt our systems in Amazon Web Services and we have begun the process of testing. Our systems are complex, so testing will continue into the evening.

Our new expected timeline for Ruby Services to resume is the morning of May 12 (Pacific Time).

We will post another update later this evening on this site to confirm timing.

Thank you for your continued patience and support.

Outage Update: We are on-track for a mid-day resumption of Ruby’s primary call and chat services. Please continue to un-forward your phone from Ruby until you receive an “all clear” notice. We will provide updates on this page and the “all clear” message will come via email, in-app messaging, and this status page, when appropriate.

Thank you for your continued support and patience.

We wanted to provide a detailed update regarding our sustained service interruption.

Why is my Ruby service down?

On the evening of May 8, 2022, one of Ruby’s service providers, Opus Interactive, experienced a cyberattack that caused service interruptions to our call and chat services. We were able to reroute some systems around our vendor on the evening of May 9; however, Opus Interactive has taken down all systems in order to complete their remediation procedures. Unfortunately, this took our services back down and they currently remain down.

When will my service resume?

Opus has not yet given us an update on when they expect to have all systems recovered. However, we are actively working on an independent path that includes rebuilding all of our systems in a new location. Our estimated time for recovery is mid-day tomorrow for our internal resolution path. Therefore, you should expect Ruby services to be unavailable at least through mid-day tomorrow (May 11, 2022).

What are my callers experiencing during the outage?

If you have not un-forwarded your calls to Ruby, your calls are set by default to ring to your afterhours solution. Most customers have their afterhours setting so that calls go directly to voicemail. While your customers can leave voicemails, those voicemails can’t be distributed to you until our systems are back up and running. Once we are fully operational, it is expected that we will experience latency in distributing those voicemails.

If you haven’t already done so, we encourage you to temporarily un-forward your lines from Ruby, using the forwarding settings of your phone provider. If Ruby hosts your published phone number, email us at staff@callruby.com with the number you would like to forward calls to. We will prioritize these requests in the order they are received.

What are my website chatters experiencing during the outage?

The chat box on your website will not display during the outage, so visitors will not detect a problem.

Was there additional impact to Ruby systems or data?

Many customers have asked if any of our systems and data were impacted.  We have no evidence of access or corruption. Not only does Ruby maintain monitors and anti-virus protection on all of our production systems, those monitors were clean at the time of the outage. Further, the attackers targeted the virtual machine infrastructure at our hosting provider which is what enabled them to take down the entire infrastructure. Opus has a forensics team onsite performing scans on their systems and they too have indicated there is no evidence of access to any client systems. Should there have been access, please rest assured your data would still be safe as all client data is encrypted and only Ruby maintains the keys to decrypt data.

How will updates on the outage be communicated to me going forward?

We will provide updates on this page as needed. We will also send daily emails to the account owners and leverage our in-app messaging system (when available). And when ready, we will send an “All Clear” email and in-app message to our customers.

We thank you for your patience as we work to resolve this issue. We are doing everything in our power to get back up as quickly and safely as possible.

Ruby is continuing to experience service interruptions resulting from the May 8 outage with one of our service providers.  At this time, Receptionists and Customer Success teams are currently unable to answer incoming calls or chats, and the mobile application and my.ruby.com are unavailable.

Our vendor is continuing to work to resolve the situation and we are pursuing additional resolution paths. However, we do not have an ETA on when service will be restored. Unfortunately, you should expect Ruby services to be unavailable through the end of the day today (May 10, 2022).

In the meantime, we strongly encourage that you temporarily un-forward your lines from Ruby, using the forwarding settings of your phone provider. If Ruby hosts your published phone number, email us at staff@ruby.com with the number you would like to forward calls to. We will do our best to prioritize these requests in the order they are received.

For more detail on what has occurred, one of our infrastructure providers was the target of a cyberattack. We were able to reroute some systems around the impacted service provider; however, the provider has taken down all systems in order to complete their remediation procedures. Unfortunately, this took our services back down. We are working diligently to get all of our systems back up and running, as we know how important each customer call and chat is to your business.

Thank you for your patience as we work to resolve this issue. Please accept our sincerest apologies for the inconvenience that this issue has caused.

Ruby is currently experiencing service interruptions, that are a continuation of the outage that began yesterday evening. At this time, receptionists are unable to answer incoming calls or chats. Calls are currently being routed to your afterhours solution.

Although we rerouted our systems around the impacted service provider and did numerous QA prior to the communication we sent at 4:07pm PT, remnant issues persisted. In an abundance of caution, we made the difficult decision to switch back to afterhours call handling instructions. Currently all calls are being sent to your afterhours solution, which is most commonly voicemail.

We strongly encourage that you temporarily un-forward your lines from Ruby, using the forwarding settings of your phone provider. If Ruby hosts your published phone number, you can forward your calls to a direct number using the app or online portal.

Thank you for your patience as we work to resolve this issue. We will continue to update you as we receive more information, including following up to let you know once service is restored.

If you have questions, please feel free to reach out here, email us at staff@ruby.com.

We have successfully routed our systems around the vendor that was part of a cyberattack. As of 3:44pm PT, we began answering calls and chats for our customers. Please note that there may be some latency as we get fully operational ⁠— voicemails captured on May 9 might take a while to catch up and become available. All voicemails are expected to be delivered tomorrow morning at the latest.

If you unforwarded your calls during this time, feel free to begin forwarding your calls back to Ruby. You can locate your Ruby forwarding number in the online portal. Call forwarding for those who are ported to Ruby can be managed through our app or my.ruby.com.

Please accept our sincerest apologies for the inconvenience that this issue has caused. We know that you rely on our technology to conduct your business and we take that responsibility very seriously.

Late yesterday evening, one of Ruby's infrastructure providers experienced an unexpected outage. As a result, we are currently unable to accept any incoming calls or chats and all interactions are being routed to your afterhours solution.

Our vendor was the target of a cyberattack and they have been working on multiple resolution paths. However, they have not notified us of an ETA on when service will be restored. Unfortunately, you should expect Ruby services to be unavailable through the end of the day today (May 9, 2022).

In the meantime, we have been working on an alternative solution to route our services around this vendor. We have also performed scans on our systems and have no reason to believe that any of our systems or data have been accessed during this incident.

We know that you rely on our technology to conduct your business and we take that responsibility very seriously. We will follow-up with another communication when all services have been resumed.

If you have not done so already, we strongly encourage you to temporarily un-forward your lines from Ruby, using the forwarding settings of your phone provider. If Ruby hosts your published phone number, you can forward your calls to a direct number using the app or online portal.

Ruby is still experiencing a service interruption with one of our service providers that is not allowing us to accept any incoming calls or chats. Progress is being made; however our service provider is still unable to provide a definitive ETA for resolution at this time.

Calls are currently being routed to your after hours solution. We strongly encourage that you temporarily un-forward your lines from Ruby, using the forwarding settings of your phone provider. If Ruby hosts your published phone number, you can forward your calls to a direct number using the app or online portal.

Ruby is currently experiencing a service interruption with one of our service providers that is not allowing us to accept any incoming calls or chats. Voicemail has been unavailable during some periods as well.

Unfortunately, our service provider has indicated a minimum of multiple hours for resolution, but we don't yet have visibility beyond that.

We strongly encourage that you temporarily un-forward your lines from Ruby, using the forwarding settings of your phone provider, or through the app if you are ported to Ruby.

For the most up-to-date information about your Ruby Services please visit my.ruby.com or the app.

Ruby is currently experiencing service interruptions. During this time, receptionists are unable to answer incoming calls. We recommend that you temporarily unforward your lines from Ruby, using the forwarding settings of your phone provider, or through the app if you are ported to Ruby.

For the most up-to-date information about your Ruby Services please visit my.ruby.com or the app.

Good to go!

Message Delivery Sporadic

Partially interrupted

Services resuming

Reception Online

App and my.ruby.com Offline

Down

App, my.ruby.com, and Chat Online

Support

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