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Envelope-to: info@autozone.com.sa
Delivery-date: Fri, 27 Mar 2026 06:05:28 +0000
To: <info@autozone.com.sa>
Subject: =?utf-8?q?ZIWO_Service_Update_=E2=80=94_Migration_Progress?=
Content-Type: multipart/alternative; boundary="-------?=_14093-2776769826182"
Date: Fri, 27 Mar 2026 05:59:16 +0000
Feedback-ID: 77.32.148.54:4524233_73:4524233:Sendinblue
From: ZIWO Alerts <no-reply@notifications.ziwo.io>
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---------?=_14093-2776769826182
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Dear valued customer,

We are writing to provide a transparent update on the service disruption th=
at affected ZIWO on March 24, following a second drone strike on AWS infras=
tructure in Bahrain =E2=80=94 the second attack on AWS Middle East faciliti=
es this month, after the initial strikes on March 1.

We know this raises serious questions, and we want to address them directly=
.

####***Your data is safe***

At no point during either incident was any customer data lost, compromised,=
 or exposed. Your call recordings, contact databases, CRM data, and cloud e=
nvironments are stored in dedicated environments agreed upon individually w=
ith each customer =E2=80=94 entirely separate from ZIWO's central systems, =
and hosted outside the affected regions. Customers on Azure, OCI, or other =
providers were equally unaffected.

####*What was disrupted*

ZIWO operates a set of central systems =E2=80=94 call routing intelligence,=
 IPSec tunnel management, access management, billing, and operational tooli=
ng =E2=80=94 that power shared services across the platform. These are dist=
inct from your data environments. On March 24, call routing became unavaila=
ble, encrypted connectivity to some voice collection points was disrupted, =
and billing experienced intermittent issues. Our 500+ voice collection poin=
ts remained operational, but without central routing to direct traffic, a p=
ortion of call flows were affected.

You may also observe services recovering then degrading again. This is beca=
use our central systems depend on third-party carriers, SIP providers, and =
network operators who also rely on AWS in the region and are recovering at =
different rates.

####*Why weren't central systems already moved?*

Unlike individual customer instances, these central systems are deeply inte=
rconnected =E2=80=94 routing connects to access management, which connects =
to IPSec, which feeds billing. They must be migrated together in a precise,=
 tested sequence. Rushing it risks misconfigured call routing affecting all=
 customers, exposed encrypted communications, or billing errors. We were no=
t willing to trade one disruption for a potentially worse, self-inflicted o=
ne.

The period between March 1 and March 24 was used to provision and begin val=
idating a target environment in AWS India. The migration was actively in pr=
ogress, but less than four weeks was not enough to safely complete a full c=
utover of this scale.

####*Why AWS India, not Europe or the US?*

Three reasons:

- Voice quality: Real-time voice requires latency below 200ms. Dubai-to-Fra=
nkfurt round trips already exceed 100ms before any processing =E2=80=94 lea=
ving no headroom. Mumbai delivers 50=E2=80=9390ms, well within threshold.

- Regulatory compliance: Many of our customers in financial services, gover=
nment, and healthcare have data residency requirements that prevent routing=
 voice traffic through Europe or the US.

- Operational readiness: Our engineering teams have existing experience wit=
h AWS India, and the region has the capacity to host our systems at scale =
=E2=80=94 reducing migration risk.

AWS India is a transitional environment, not the permanent end-state.

####*Current status*

Recovery is in progress. The AWS India environment was partially provisione=
d after the first incident, allowing us to accelerate the cutover. Voice co=
llection points are being reconnected in batches prioritized by customer tr=
affic volume. Full restoration is targeted within 48=E2=80=9372 hours, subj=
ect to broader ecosystem stability. Some reporting and analytics may show g=
aps for the disruption period.

####*What comes next*

Following stabilization, we will deploy a permanent multi-region, multi-clo=
ud architecture =E2=80=94 distributing central systems across geographicall=
y separated regions with independent failover capability, while maintaining=
 voice latency and data residency requirements.

####*Closing*

Two disruptions in one month tests the confidence you've placed in us. Both=
 were caused by military strikes on commercial cloud infrastructure =E2=80=
=94 unprecedented events, but ones that do not reduce our responsibility to=
 be resilient. The decisions we made on migration pace and target were driv=
en by protecting your service quality and data security. We believe they we=
re the right calls, and we've explained the reasoning above.

Your account manager is available for any questions at [am-team@ziwo.io](ma=
ilto:am-team@ziwo.io)

The ZIWO Team

####ASWAT ZIWO FZ LLC

Office 153-154 - Dubai Internet City 17 - Al Sufouh - Dubai Internet City -=
 Dubai - United Arab Emirates

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"0" border=3D"0" role=3D"presentation" width=3D"100%" align=3D"left" class=
=3D"r10-o" style=3D"table-layout: fixed; width: 100%;"><tr><td align=3D"jus=
tify" valign=3D"top" class=3D"r11-i nl2go-default-textstyle" style=3D"color=
: #3b3f44; font-family: Nunito,arial; font-size: 16px; line-height: 1.5; wo=
rd-break: break-word; background-color: #0e152f; padding-bottom: 15px; padd=
ing-top: 15px; text-align: justify;"> <div><p style=3D"margin: 0;"><span st=
yle=3D"color: rgb(255, 255, 255);">Dear valued customer,</span></p><p style=
=3D"margin: 0;"><br></p><p style=3D"margin: 0;"><span style=3D"color: rgb(2=
55, 255, 255);">We are writing to provide a transparent update on the servi=
ce disruption that affected ZIWO on March 24, following a second drone stri=
ke on AWS infrastructure in Bahrain =E2=80=94 the second attack on AWS Midd=
le East facilities this month, after the initial strikes on March 1.</span>=
</p><p style=3D"margin: 0;"><span style=3D"color: rgb(255, 255, 255);">We k=
now this raises serious questions, and we want to address them directly.</s=
pan></p><p style=3D"margin: 0;"><br></p><h4 class=3D"default-heading4" styl=
e=3D"margin: 0; color: #1f2d3d; font-family: Montserrat,arial; font-size: 1=
8px; font-weight: 400; word-break: break-word;"><span style=3D"color: rgb(2=
55, 255, 255);"><em><strong>Your data is safe</strong></em></span></h4><p s=
tyle=3D"margin: 0;"><br></p><p style=3D"margin: 0;"><span style=3D"color: r=
gb(255, 255, 255);">At no point during either incident was any customer dat=
a lost, compromised, or exposed. Your call recordings, contact databases, C=
RM data, and cloud environments are stored in dedicated environments agreed=
 upon individually with each customer =E2=80=94 entirely separate from ZIWO=
's central systems, and hosted outside the affected regions. Customers on A=
zure, OCI, or other providers were equally unaffected.</span></p><p style=
=3D"margin: 0;"><br></p><h4 class=3D"default-heading4" style=3D"margin: 0; =
color: #1f2d3d; font-family: Montserrat,arial; font-size: 18px; font-weight=
: 400; word-break: break-word;"><span style=3D"color: rgb(255, 255, 255);">=
<em>What was disrupted</em></span></h4><p style=3D"margin: 0;"><br></p><p s=
tyle=3D"margin: 0;"><span style=3D"color: rgb(255, 255, 255);">ZIWO operate=
s a set of central systems =E2=80=94 call routing intelligence, IPSec tunne=
l management, access management, billing, and operational tooling =E2=80=94=
 that power shared services across the platform. These are distinct from yo=
ur data environments. On March 24, call routing became unavailable, encrypt=
ed connectivity to some voice collection points was disrupted, and billing =
experienced intermittent issues. Our 500+ voice collection points remained =
operational, but without central routing to direct traffic, a portion of ca=
ll flows were affected.</span></p><p style=3D"margin: 0;"><br></p><p style=
=3D"margin: 0;"><span style=3D"color: rgb(255, 255, 255);">You may also obs=
erve services recovering then degrading again. This is because our central =
systems depend on third-party carriers, SIP providers, and network operator=
s who also rely on AWS in the region and are recovering at different rates.=
</span></p><p style=3D"margin: 0;"><br></p><h4 class=3D"default-heading4" s=
tyle=3D"margin: 0; color: #1f2d3d; font-family: Montserrat,arial; font-size=
: 18px; font-weight: 400; word-break: break-word;"><span style=3D"color: rg=
b(255, 255, 255);"><em>Why weren't central systems already moved?</em></spa=
n></h4><p style=3D"margin: 0;"><br></p><p style=3D"margin: 0;"><span style=
=3D"color: rgb(255, 255, 255);">Unlike individual customer instances, these=
 central systems are deeply interconnected =E2=80=94 routing connects to ac=
cess management, which connects to IPSec, which feeds billing. They must be=
 migrated together in a precise, tested sequence. Rushing it risks misconfi=
gured call routing affecting all customers, exposed encrypted communication=
s, or billing errors. We were not willing to trade one disruption for a pot=
entially worse, self-inflicted one.</span></p><p style=3D"margin: 0;"><br><=
/p><p style=3D"margin: 0;"><span style=3D"color: rgb(255, 255, 255);">The p=
eriod between March 1 and March 24 was used to provision and begin validati=
ng a target environment in AWS India. The migration was actively in progres=
s, but less than four weeks was not enough to safely complete a full cutove=
r of this scale.</span></p><p style=3D"margin: 0;"><br></p><h4 class=3D"def=
ault-heading4" style=3D"margin: 0; color: #1f2d3d; font-family: Montserrat,=
arial; font-size: 18px; font-weight: 400; word-break: break-word;"><span st=
yle=3D"color: rgb(255, 255, 255);"><em>Why AWS India, not Europe or the US?=
</em></span></h4><p style=3D"margin: 0;"><br></p><p style=3D"margin: 0;"><s=
pan style=3D"color: rgb(255, 255, 255);">Three reasons:</span></p><p style=
=3D"margin: 0;"><span style=3D"color: rgb(255, 255, 255);">- Voice quality:=
 Real-time voice requires latency below 200ms. Dubai-to-Frankfurt round tri=
ps already exceed 100ms before any processing =E2=80=94 leaving no headroom=
. Mumbai delivers 50=E2=80=9390ms, well within threshold.</span></p><p styl=
e=3D"margin: 0;"><br></p><p style=3D"margin: 0;"><span style=3D"color: rgb(=
255, 255, 255);">- Regulatory compliance: Many of our customers in financia=
l services, government, and healthcare have data residency requirements tha=
t prevent routing voice traffic through Europe or the US.</span></p><p styl=
e=3D"margin: 0;"><br></p><p style=3D"margin: 0;"><span style=3D"color: rgb(=
255, 255, 255);">- Operational readiness: Our engineering teams have existi=
ng experience with AWS India, and the region has the capacity to host our s=
ystems at scale =E2=80=94 reducing migration risk.</span></p><p style=3D"ma=
rgin: 0;"><br></p><p style=3D"margin: 0;"><span style=3D"color: rgb(255, 25=
5, 255);">AWS India is a transitional environment, not the permanent end-st=
ate.</span></p><p style=3D"margin: 0;"><br></p><h4 class=3D"default-heading=
4" style=3D"margin: 0; color: #1f2d3d; font-family: Montserrat,arial; font-=
size: 18px; font-weight: 400; word-break: break-word;"><span style=3D"color=
: rgb(255, 255, 255);"><em>Current status</em></span></h4><p style=3D"margi=
n: 0;"><br></p><p style=3D"margin: 0;"><span style=3D"color: rgb(255, 255, =
255);">Recovery is in progress. The AWS India environment was partially pro=
visioned after the first incident, allowing us to accelerate the cutover. V=
oice collection points are being reconnected in batches prioritized by cust=
omer traffic volume. Full restoration is targeted within 48=E2=80=9372 hour=
s, subject to broader ecosystem stability. Some reporting and analytics may=
 show gaps for the disruption period.</span></p><p style=3D"margin: 0;"><br=
></p><h4 class=3D"default-heading4" style=3D"margin: 0; color: #1f2d3d; fon=
t-family: Montserrat,arial; font-size: 18px; font-weight: 400; word-break: =
break-word;"><span style=3D"color: rgb(255, 255, 255);"><em>What comes next=
</em></span></h4><p style=3D"margin: 0;"><br></p><p style=3D"margin: 0;"><s=
pan style=3D"color: rgb(255, 255, 255);">Following stabilization, we will d=
eploy a permanent multi-region, multi-cloud architecture =E2=80=94 distribu=
ting central systems across geographically separated regions with independe=
nt failover capability, while maintaining voice latency and data residency =
requirements.</span></p><h4 class=3D"default-heading4" style=3D"margin: 0; =
color: #1f2d3d; font-family: Montserrat,arial; font-size: 18px; font-weight=
: 400; word-break: break-word;"><br></h4><h4 class=3D"default-heading4" sty=
le=3D"margin: 0; color: #1f2d3d; font-family: Montserrat,arial; font-size: =
18px; font-weight: 400; word-break: break-word;"><span style=3D"color: rgb(=
255, 255, 255);"><em>Closing</em></span></h4><p style=3D"margin: 0;"><br></=
p><p style=3D"margin: 0;"><span style=3D"color: rgb(255, 255, 255);">Two di=
sruptions in one month tests the confidence you've placed in us. Both were =
caused by military strikes on commercial cloud infrastructure =E2=80=94 unp=
recedented events, but ones that do not reduce our responsibility to be res=
ilient. The decisions we made on migration pace and target were driven by p=
rotecting your service quality and data security. We believe they were the =
right calls, and we've explained the reasoning above.</span></p><p style=3D=
"margin: 0;"><br></p><p style=3D"margin: 0;"><span style=3D"color: rgb(255,=
 255, 255);">Your account manager is available for any questions at <a href=
=3D"mailto:am-team@ziwo.io" type=3D"mailtoLink" style=3D"text-decoration: u=
nderline; color: rgb(255, 255, 255);">am-team@ziwo.io</a></span></p><p styl=
e=3D"margin: 0;"><br></p><p style=3D"margin: 0;"><span style=3D"color: rgb(=
255, 255, 255);">The ZIWO Team</span></p><p style=3D"margin: 0;"><br></p></=
div> </td> </tr></table></th> </tr></table></td> </tr></table></td> </tr></=
table><table cellspacing=3D"0" cellpadding=3D"0" border=3D"0" role=3D"prese=
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">ASWAT ZIWO FZ LLC</span></h4><div id=3D"isPasted" style=3D"font-style: no=
rmal; font-weight: 400; text-decoration-thickness: initial; text-decoration=
-style: initial;"><div><p style=3D"margin: 0; font-style: inherit; font-wei=
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