Critical incident

Genesys Cloud: Elevated Error Rates - EMEA (UAE)

Affected: EMEA (UAE)

Current status of Genesys Cloud: Partial outage — live Genesys Cloud status

Timeline

1. Jul 16, 2026, 20:28 UTC
   monitoring
   Genesys Cloud services in the EMEA (UAE) region remain unavailable due to significant infrastructure challenges affecting the platform provider. This incident has caused widespread service disruptions impacting core platform functions including database operations, virtual machine provisioning, monitoring systems, message processing, storage operations, and automated workflows, with no estimated time for recovery. This post consolidates the previous announcement due to the volume of updates previously provided, and Genesys will continue to share updates as new information becomes available. We strongly recommend all affected customers migrate workloads to alternate AWS regions, work with your Genesys Cloud account team on migration planning, and export critical data and configurations to ensure business continuity if not already done so. Please contact your Genesys Cloud account team if you need assistance or have questions.
2. Sep 18, 2026, 19:39 UTC
   monitoring
   Genesys Cloud services in the EMEA (UAE) region remain unavailable due to significant infrastructure challenges affecting the platform provider. This incident has caused widespread service disruptions impacting core platform functions including database operations, virtual machine provisioning, monitoring systems, message processing, storage operations, and automated workflows. The platform provider has provided an updated status, (https://health.aws.amazon.com/health/status). Genesys support teams remain available to assist with business continuity for customers who remain affected. We want to emphasize our ongoing close collaboration with the platform provider and our commitment to providing regular updates to customers as the situation develops.

Updates as published by Genesys Cloud (original).