Why has Infobip's SMS API seen a 15% drop in delivery rates over the past week?

Introduction

The recent 15% drop in Infobip's SMS API delivery rates over the past week is a critical issue that demands immediate attention and thorough analysis. As we delve into this problem, we'll employ a systematic approach to identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this could be a recent change. Has there been any significant update to the SMS API or related systems in the past two weeks?

Why it matters: Recent changes often correlate with performance issues. Expected answer: Yes, there was a minor update to the API gateway. Impact on approach: If confirmed, we'd focus on the update's impact on delivery rates.

• Considering the scale of the drop, I'm wondering about its distribution. Is this 15% decrease uniform across all customers and regions, or are there specific segments more affected?

Why it matters: Helps identify if the issue is systemic or localized. Expected answer: The drop is more pronounced in certain regions. Impact on approach: We'd prioritize investigating those specific regions and their unique characteristics.

• Given the nature of SMS delivery, I'm curious about carrier relationships. Have there been any recent changes in agreements or technical integrations with major telecom carriers?

Why it matters: Carrier issues can significantly impact SMS delivery rates. Expected answer: No major changes, but there have been some reports of issues with a specific carrier. Impact on approach: We'd focus on that carrier and its impact on overall delivery rates.

• Thinking about potential data anomalies, has there been any change in how we measure or calculate delivery rates in the past month?

Why it matters: Ensures we're comparing apples to apples in our metrics. Expected answer: No changes to measurement methods. Impact on approach: We'd rule out measurement issues and focus on actual delivery problems.