[RESOLVED] NA21 - Service Availability Issue

 POSTED: Jul 31, 2020 2:18:43 PM        NA21, Service Degradation

[ROOT CAUSE ANALYSIS Aug 6, 2020 15:15 CST]

Description:

SEV 1

Timeframe:

7/31 1:12-2:52CT

Impact:

PROD NA21 Customers would've experienced a degradation in response time and possible inability to create or modify a session.  No impact on routine interactions just requiring a session to be verified.

Cause:

A small percentage of the servers responsible for the UI was intermittently timing out on requests that modified session (forms, etc.). All requests that were effectively just viewing pages were largely unaffected, such as all UI interactions within Salesforce.

Resolution:

The servers were isolated and the condition reverted to normal.  

Next Steps:

Investigations of alternative configurations to prevent this in the future are underway.


[RESOLVED Jul 31, 2020 14:52 CST] The SpringCM/DocuSign CLM Technology team has resolved the degradation/service availability issue on the NA21 instance.  We observed that the issue began at 13:12 CST and was resolved at 14:52 CST.

A root cause analysis will be conducted and appended on this Trust Post within the next week.  We apologize for any inconvenience.

[UPDATE Jul 31, 2020 15:00 CST] The SpringCM/DocuSign CLM Technology team continues to make progress with the performance degradation/service availability issues on the NA21 instance.  The team has isolated the source of the degradation and reduced the severity significantly. 

Please check the status of trust.springcm.com frequently for updates regarding this issue as we move closer to resolution.

[POSTED Jul 31, 2020 14:18 CST] The SpringCM/DocuSign CLM Technology team is working to isolate a performance degradation/service availability issue on the application on the NA21 instance. During this time, customers may experience inability to access their account and/or timeouts, etc. We apologize for the inconvenience. 

Please check the status of trust.springcm.com frequently for updates regarding this issue.

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