NA11 | NA21 | EU11 | EU21 September 19.7 Product Release

 POSTED: Aug 27, 2019 4:33:33 PM        NA21, NA11, Product Release, EU11, EU21, Zero Downtime

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UAT | September 19.7 Product Release

 POSTED: Aug 27, 2019 4:32:36 PM        UAT, Product Release, Zero Downtime

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[RESOLVED] NA21 | Service Degradation

 POSTED: Aug 12, 2019 3:48:43 PM        Alert Outage

[ROOT CAUSE ANALYSIS]

Description:

Spring - Redis Intermittent Connection Failures/Outage

Timeframe:

08/12/19 , 12:55 CT to 16:15 CT

Impact:

About 10% of (SpringCM) users got errors trying to login and active sessions got redirected to the login page or received a gateway time out.
This only impacted our (SpringCM's) NA21 user base.

Cause:

During the recent release (Friday) we changed session management platforms.  There was an increase in requests to the new platform and unanticipated traffic patterns.  

Resolution:

Modified the maximum number of clients that can be handled simultaneously 

 

[RESOLVED] Aug 13, 2019 08:15 CST] The SpringCM Technology team identified and resolved the service availability issue on the NA21 instance on Monday, August 12 at approximately 19:15 CST.   The outage lasted approximately from 13:00 CST to 19:15 CST (6.25 hours).  We apologize for the inconvenience and will be providing a Root Cause Analysis in the near future.

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[ANNOUNCEMENT] | NA11| UAT Maintenance

 POSTED: Aug 9, 2019 10:36:42 AM        Maintenance, UAT

Please be advised that maintenance has been rescheduled for Saturday, 8/10. During the maintenance window, SpringCM's UAT environment will be unavailable.

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UAT | August 19.6 Product Release

 POSTED: Jul 25, 2019 2:18:49 PM        Downtime, UAT, Product Release

The UAT environment will be unavailable during this product release, Thursday, July 25, from 8PM - 11PM US Central Time. We inadvertently reported in the original trust post that we did not anticipate any impact to availability.  We apologize for any inconvenience. 

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[UPDATE] NA11 | NA21 | EU11 | EU21 - Production August 19.6 Product Release

 POSTED: Jul 22, 2019 3:30:16 PM        NA21, NA11, Product Release, EU11, EU21

[UPDATE July 25, 2019] - The Production environment will be unavailable during this product release, from Friday, August 9, 9PM - Midnight US Central Time.  We inadvertently reported in the original trust post that we did not anticipate any impact to availability.  We apologize for any inconvenience.

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UAT August 19.6 Product Release

 POSTED: Jul 16, 2019 11:12:04 AM        Maintenance, UAT

[UPDATE July 25, 2019 2:11PM CST] - The UAT environment will be unavailable during this product release, from Thursday, July 25, 8PM - 11PM US Central Time. We inadvertently reported in the original trust post that we did not anticipate any impact to availability.  We apologize for any inconvenience.

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[RESOLVED] NA11 | NA21 | EU11 | EU21 - Document Generation Performance

 POSTED: Jul 3, 2019 12:33:50 PM        NA21, NA11, Document Creation

Root Cause Analysis:

Description:

Data Inconsistency in NA11, NA21, EU11, EU21

Timeframe:

2019-07-03 12:00PM CDT to 2019-07-04 5:30PM CDT

Impact:

Customers may have experienced inability to generate new documents via the Document Generation feature.

Cause:

A change to distributed database replication settings caused some database replicas not to have the data they needed.

Resolution:

A hotfix was deployed to increase database query consistency levels so clients always get the most current data from the database, and data inconsistencies were repaired.

Next Steps:

We are searching out other queries which may benefit from increasing database query consistency levels, and we're developing a less disruptive procedure for modifying database replication settings.

[UPDATED:  Jul 8, 2019 8:11 AM] -  In addition to the issues experienced on NA11 and NA21 on July 3, the EU11 and EU21 Production environments experienced the same service availability issues on July 4 from approximately 10:00 AM to 6:00 PM CST.  The SpringCM Technology Team isolated and repaired the service availability issue in that time.

[RESOLVED:  Jul 3, 2019 7:06 PM]  The SpringCM Technology Team has isolated and repaired the service availability issue on the NA11 and NA21 instances.  The problem began at approximately 12:20 PM CST and was resolved by 6:06 PMCST.  We apologize for the inconvenience and will be providing a root cause analysis of the issue in a near future.

[UPDATE: Jul 3, 2019 3:52:00 PM] - The SpringCM Technology Team continues to work on isolating the service availability issue on the NA11 and NA21 instances. Please check the status of trust.springcm.com for updates regarding this issue.

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Changes to the SpringCM Community and Knowledge Base

 POSTED: Jun 26, 2019 9:57:08 AM        Customer Community, Support

SpringCM Community posts and knowledge articles will be migrated to the DocuSign Community on July 10, 2019. After this date, you will only be able to access SpringCM Community content through the DocuSign Community and Support Center.

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[RESOLVED] UAT Service Outage

 POSTED: Jun 10, 2019 11:27:57 AM        UAT, Service Interruption

[RESOLVED] June 10, 2019 11:56 AM CST:  The SpringCM Technology Team has isolated and repaired the service availability issue on the UAT instance.  The problem began at approximately 11:18AM CST and was resolved by 11:56AM CST.  We apologize for the inconvenience and will be providing a root cause analysis of the issue in a near future.

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