This page will detail status updates and technical bulletins which may affect our caption customers. If you have any questions or concerns, please contact statusupdates@vitac.com
VITAC’s Realtime Technical Services (RTS) team identified a caption outage on Wednesday, Sept. 13, at 11:50 PM ET that impacted several clients. The outage was a result of an iCap connection stability issue at EEG (https://statuspage.eegcloud.tv/). Services were restored at approximately 12:25 AM ET.
You are receiving this email because we have identified you among those affected by this outage. Please contact EEG with any questions: https://www.ai-media.tv/company/contact-us/.
We’d also like to take this moment to kindly remind our partners that we suggest backup connections remain available for use in such situations. We would be happy to coordinate testing of backup connections at your convenience.
On Thursday, June 22, between 3:30 and 5:20 pm ET, several VITAC live captioning customers were affected by an outage tied to our HAProxy load balancer. We were alerted that the load balancer was unstable and rebooted it. The system unexpectedly returned with a different IP address – it is set to a static IP and we’ve rebooted before without issue.
We are upgrading our physical network connections, Wi-Fi, and other equipment within the data center. All updates feature the newest and most up-to-date technology and are configured with the industry best practices for redundancy.
During scheduled maintenance periods:
The work is expected to be completed by June 26.
VITAC’s operations department will be moving to a new internet-based phone system, enabling customers to better reach our support team. The new platform promises increased reliability and improved integration and tracking, allowing us to more easily track any issues and outages.
Inbound calls to VITAC:
Please continue to contact us using the same phone numbers you have always used to contact us.
During very busy times, you will have an option to leave a voicemail or wait for the next available employee. Please do not hesitate to leave a message. Your message will be routed immediately with urgent status to the entire RTS team, and you can expect a reply ASAP.
Outbound calls from VITAC
Note that while we port our numbers over to the new system, calls from VITAC to you will appear different than they have in the past. You will see these numbers on your phone: