[ Resolved ] NA21 | Service Degradation

 POSTED: Mar 18, 2019 11:40:45 AM        Workflow

[UPDATE]  March 21, 2019 at 09:28 CST - Root Cause Analysis (RCA)

Incident:

IM-22191

Description:

SpringCM Instance NA21 Experiencing severe degradation

Timeframe:

09:40AM PST to 12:55PM PST

Impact:

Approximately 25% of SpringCM customers impacted by NA21 Instance Degradation. Customers would have experienced elevated latency / timeouts.

Cause:

The SpringCM operations team identified an issue in the use of a standard maintenance process as the cause of the service downtime in NA21. 

Resolution:

The servers affected by the issue were restored, and the integrity and functionality of the system was verified. Several measures are being taken to avoid the occurrence of similar issues. 


[ UPDATE March 18, 2019 at 14:36 CST ] - The SpringCM Technology Team has resolved the service degradation issue. The problem began around 11:30 CST and was resolved as of 14:00 CST. An RCA is pending for this outage and will be provided when available.

 

The SpringCM Technology team is working to resolve a service degradation issue on the NA21 instance. During this time, customers may have issues logging in to NA21. Other data centers are not impacted.

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

 

 

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