[RESOLVED] NA21 | Document Reporting Services Data Latency

 POSTED: Mar 4, 2021 6:20:33 PM        NA21, Reporting Services, Latency

[RESOLVED Mar 5 10:05 CT] The DocuSign/SpringCM Technology team has resolved the performance degradation issue on the NA21 instance.  The issue began at 3/4/2021 8:32:24 PM UTC and ended at 3/5/2021 3:53:58 PM UTC.  A Root Cause Analysis will be posted here as soon as it's available.  

We apologize for any inconvenience this incident has had on customers.

[UPDATE Mar 5, 2021 09:30 CT] The DocuSign/SpringCM Technology team has isolated the performance degradation issue on the NA21 instance and is currently validating potential resolution paths.

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DocuSign CLM February 21.2 Product Release: PROD - 2/26/2021

 POSTED: Feb 12, 2021 4:00:00 PM        Production Environment, NA21, NA11, Product Release, EU11, EU21, Zero Downtime, US11, US12, 21.2

The Docusign CLM and CLM.CM February 21.2 Product Release will be deployed to the EU11, EU21 Production environments on Friday, February 26, 2021 from 1:30PM - 5:30PM, U.S Central Time, and to the NA11, NA21, US11, US12 Production environments between 9:00 PM and Midnight, US Central Time.

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NA21 Reporting Maintenance Beginning Saturday, 01/09/21

 POSTED: Jan 8, 2021 10:00:00 AM        Mainentance, NA21, Reporting Services

The DocuSign CLM/SpringCM Technology Teams will be conducting necessary reporting maintenance beginning Saturday, January 9th starting at 08:00 CT (14:00 UTC) to Sunday, January 10th at 21:00 CT  (Mon, Jan 11 03:00 UTC) to repair an identified issue with DocSync and Reporting in certain NA21 accounts being behind as of 12:30 CT (18:36 UTC) on Thursday, 1/7/21.

During this time customers on the NA21 instance may experience moments of intermittent slowness while navigating the application. During the maintenance window accounts in NA21 will see outdated report data.

We apologize for any inconvenience during this time.

Please reach out to DocuSign CLM Technical Support for any questions or concerns and check back here for updates regarding the schedule.

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[RESOLVED] NA11 | NA21 | EU11 | EU21 - SSO Authentication Incident

 POSTED: Dec 15, 2020 9:29:32 AM        NA21, NA11, EU11, EU21, SSO Cert

[ROOT CAUSE ANALYSIS Dec 17 08:15 CT]

Timeframe:

Start time: 19:50 CST 14th December 2020

End Time: 19:15 CST 15th December 2020 

Impact:

Many PROD NA11, NA21, EU11 & EU21 customers would have encountered errors related specifically to SSO where SSO authentication was leveraged. Features reported to be impacted were SSO Authentication, API Authorization Calls, Desktop Applications and Office Online.

Cause:

While making an infrastructure change we did not adequately test on certificate attributes and their compatibility with various SAML providers. We did not immediately correlate the alarms that were firing to the change that was made because we receive similar alarms that are caused by vulnerability testing

Resolution:

New SSO Certificates were re-provisioned and retested.

Next Steps:

More targeted alerts specific to issues with SSO certificates are being instrumented.

The scope of testing will be expanded to include the full range of functionality that interfaces with SSO certificates.

 

[RESOLVED Dec 15 21:35 CT] The DocuSign CLM / SpringCM Technology teams have resolved the incident.  Please see the Trust Post: SSO Certificate Upgrade for details should you still be receiving SSO errors.

We apologize for the impact of this incident and its impact to customers today.

A complete root cause analysis with exact time frames will be provided via this Trust Post within 48 hours.  

[UPDATED Dec 15, 2020 11:50 AM CT]  The DocuSign CLM/SpringCM Technology teams have identified the source of the incident and are working to fully resolve this issue.  At present time issues with API are fully resolved, as are SSO Authentication and Desktop Applications, except in those circumstances where customers have not been able to trust the new SSO Certificate in accordance with the Planned SSO Certificate Upgrade. Unfortunately, issues with Office Online still persist and will not be resolved until the Technology Team is able to provide new SSO Certificates.

The CLM Technical Support team will make another Trust Post later today which will include  instructions regarding the timing and release of a second round of updated SSO Certs, which customers will need to handle similarly to the first.  We regret this inconvenience and apologize for the impact this will cause.  

A complete root cause analysis will be provided via this Trust Post within 48 hours.

[UPDATED Dec 15, 2020 10:55 AM CT] The DocuSign CLM/SpringCM Technology teams continue to work on resolving the service availability issue on Production instances.  At present time we no longer see issues with API errors, however, customers may still experience inability to authenticate via SSO and Desktop Applications (Edit, Office Online).  Please check the status of trust.springcm.com frequently for updates regarding this issue.

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NA21 Scheduled Maintenance Saturday, 11/14/2020

 POSTED: Nov 7, 2020 8:00:00 AM        Downtime, NA21, Scheduled Maintenance

The DocuSign CLM/SpringCM Technology Team will be conducting scheduled maintenance beginning Saturday, November 14th at 22:00 - 01:00 CT (04:00 - 07:00 GMT, Nov 15 2020).

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DocuSign CLM October 20.8 Product Release: PROD - 10/23/2020

 POSTED: Oct 14, 2020 5:00:00 PM        Production Environment, NA21, NA11, Product Release, EU11, EU21, 20.8, US11, US12

The DocuSign CLM and CLM.CM October 20.8 Product Release will be deployed to the NA11, NA21, EU11, EU21, US11, US12 Production environments on Friday, October 23, 2020 between 9:00 PM and Midnight, US Central Time.

We do not anticipate any impact to platform availability during this time.

Release Notes for this upcoming release can be found on the 
DocuSign Support Center.

Please contact 
Technical Support if you have any questions.

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[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. 

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DocuSign CLM Product Release: 05/15/2020 – NA11 | NA 21 | EU 11 | EU 21 Production Unavailable During May 20.4 Product Release

 POSTED: May 4, 2020 8:00:00 AM        Downtime, Production, NA21, NA11, Product Release, EU11, EU21, 20.4

DocuSign CLM Production accounts will be unavailable Friday, May 15 from 21:00 - 24:00 CDT for the 20.4 Product release. We apologize for any inconvenience.

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[CANCELLED] NA11 | NA21 Scheduled Maintenance 5/9/2020

 POSTED: Apr 27, 2020 8:17:32 AM        Maintenance, Downtime, NA21, NA11

[POSTED May 7 2020 13:20]  The DocuSign CLM/SpringCM Technology Team is cancelling this planned maintenance until further notice.  There will be no impact to NA11 & NA21 accounts during the time previously stated.

[POSTED Apr 27 2020 08:17] The DocuSign CLM/SpringCM Technology Team will be conducting scheduled maintenance beginning Thursday, May 9th from 21:00 CDT to 24:00 CDT. 

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NA21 Scheduled Maintenance 4/24/20 - 4/26/20

 POSTED: Apr 16, 2020 3:56:21 PM        Business Sync, Maintenance, NA21, Reporting Services

The DocuSign CLM/SpringCM Technology Team will be conducting scheduled maintenance beginning Friday, April 24th at  21:00 CDT and ending Sunday, April 26th at 19:00 CDT at the latest.

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