[RESOLVED] PRD | UAT Service Degradation

 POSTED: May 31, 2019 10:25:18 AM        Alert Outage

Root Cause Analysis:

Description: PRD | UAT Service Degradation
Timeframe: 2019-05-31 09:04:00 CST to 2019-05-31 09:55:00 CST
Impact: The SpringCM Technology Team is investigating reports of customers encountering login issues across environments.  Some customers accessing certain portions of the springcm.com dns zone had issues connecting to SpringCM hosts.
Cause: TechOps identified a DNS-related issue at 9:10am and rectified it around 9:55am this morning.  
Resolution: TechOps made adjustments to DNS providers to recover and provided Support with guidance on resolving further residual cache issues for a small number of customers with bad caches, but the issue was resolved.

[RESOLVED May 31 at 14:51 CST] - The SpringCM Technology Team has resolved the service degradation issue. Customers encountering any lingering issues have been advised to clear their local and server DNS cache. Please contact SpringCM Support if you need assistance in performing these steps or have further questions.

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[RESOLVED] NA 21 | Workflow Latency

 POSTED: May 21, 2019 11:18:14 AM        NA21

Root Cause Analysis:

Description:

NA21 Workflow Latency

Timeframe:

2019-05-21 09:50:00 CST to 2019-05-21 14:05:00 CST

Impact:

Some customers may have experienced some latency in workflow execution in the NA21 datacenter.  All workflows completed successfully, however there was a degradation in execution time.

Cause:

A workflow condition was encountered that resulted in intermittent performance degradation.

Resolution:

The affected instances were aborted which resolved the immediate issue.  Hotfix patches will be applied so that the same conditions will not cause blocking going forward.

 

[RESOLVED: MAY 21, 2019 02:10 PM CST] The SpringCM Technology Team has resolved the performance degradation issue on the NA21 instance.  The problem began at 09:50 AM and was resolved by 2:05 PM CST.  We apologize for any inconvenience or impact to your teams. Given the close proximity of this issue with yesterday's similar issue on NA21, we'll be on conducting an in depth root analysis to prevent this kind of occurrence from happening again.

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[RESOLVED] NA21 | Workflow Latency

 POSTED: May 20, 2019 9:16:37 AM        NA21

[RESOLVED May 20, 2019 1:39 PM CST) - The SpringCM Technology Team has resolved the performance degradation issue on the NA21 instance.  The problem began at 07:30 AM and was resolved by 1:17 PM CST.  We apologize for any inconvenience or impact to your teams.

[UPDATE May 20, 2019 11:50 AM CST] - The SpringCM Technology team continues to work towards resolving a performance degradation issue on the NA21 instance. We apologize for any inconvenience or impact to your teams.

[May 20, 2019 9:16:37 AM ]The SpringCM Technology team is working to resolve a performance degradation issue on the NA21 instance. During this time, customers may experience workflow latency.

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[UPDATE] PRD | Maintenance Schedule May 2019

 POSTED: May 10, 2019 4:21:15 PM        Maintenance, Production

Please be advised that the Saturday, May 11th, 2019 - Sunday, May 12th, 2019 maintenance has been cancelled. An additional post will be made once this work has been rescheduled for a future date and time.

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NA11 | NA 21 | EU 11 | EU 21 Production Unavailable during May (19.4) Product Release

 POSTED: May 6, 2019 3:25:24 PM        Downtime, NA21, NA11, New Release, Product Release, EU11, EU21

SpringCM Production accounts will be unavailable Friday, May 17th from 9pm - 12am CDT for the 19.4 Product release. We apologize for any inconvenience.

Please contact SpringCM Support at https://support.docusign.com/ if you have any questions.
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[UPDATED]PRD | UAT | Maintenance Schedule - May 2019

 POSTED: May 6, 2019 2:36:34 PM        Maintenance, UAT, Production

[UPDATE 5/28/2019 11:09AM]  Please be advised that the UAT maintenance window for tonight will be extended by one hour from 8PM - Midnight CST.

Please contact SpringCM Support via the DocuSign Support Center with any concerns.

[POSTED: May 6, 2019 2:36:34 PM ]

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UAT Unavailable during May (19.4) Product Release

 POSTED: Apr 17, 2019 10:24:09 AM        UAT, Product Release

SpringCM UAT accounts will be unavailable Thursday, May 2nd from 8pm - 11pm CDT for the 19.4 Product release. We apologize for any inconvenience.

Please contact SpringCM Support at https://support.docusign.com/ if you have any questions.
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NA11| NA21 | EU11 | EU21 Production April 19.3 Product Release

 POSTED: Mar 25, 2019 4:31:39 PM        NA21, NA11, Product Release, EU11, EU21

SpringCM's April 2019 Product Release will be deployed to Production environments on Friday, April, 5th 2019 between 9PM and Midnight, US Central Time.

Please review the April Release Notes for details on all the new features and updates which you will have access to following the deployment. We do not anticipate any impact to availability or access during this Product Release.

If you have any questions or concerns, please contact your customer success manager or reach out to SpringCM Support.
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[ 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.

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UAT | Unavailable during routine Maintenance March 24th

 POSTED: Mar 4, 2019 10:31:45 AM        Maintenance, UAT

SpringCM UAT will be unavailable Sunday, March 24th from 8pm - 11pm CDT  in order to perform scheduled maintenance. We apologize for any inconvenience. 

Please contact SpringCM Support at https://support.springcm.com/ if you have any questions.

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