On November 30th, 2021 DocuSign will no longer be utilizing the former SpringCM Trust site to communicate Product Release Information and Performance/Maintenance alerts for the DocuSign CLM product.

DocuSign Trust Center



[UPDATED] NA21 Public IP Subnet Change - Brief Inaccessibility to PROD

 POSTED: Nov 4, 2021 10:00:00 AM        Production Environment, Maintenance, NA21

[UPDATED NOV 12, 20:35 CST] The DocuSign CLM Technology Team has been forced to postpone the scheduled maintenance until a later date due to unforeseen circumstances with the ongoing incident on NA21 and NA11 (see status.docusign.com for more information).  The old subnet (69.79.142.0/24) will remain active until a new maintenance window can be scheduled.  We apologize for any inconvenience.

Please contact DocuSign CLM Technical Support with any questions.

[POSTED NOV 4, 10:00 CDT] On Friday, Nov 12th, 2021 at 10pm CDT the DocuSign CLM Technology Team will be changing all customer facing IP addresses for the NA21 PRODUCTION environment.

As part of this change we will be migrating the NA21 Production environment over to DocuSign’s core backbone for internet access on November 12th between 10pm and midnight. During this period there will be a brief window of inaccessibility to NA21 Production lasting for about 3-5mins.

The change involves updating all customer facing IP addresses for Production from 69.79.142.0/24 to 209.112.107.0/25.

Customers on these instances who are currently allowlisting 69.79.142.0/24 are advised that they will need to work with their IT teams to update their IP allowlisting settings to allow the new range (209.112.107.0/25) or they may encounter issues accessing their environments on the respective dates.

Continue reading...

[UPDATE] EU|NA|UAT|US DocuSign CLM Operations Maintenance

 POSTED: Oct 7, 2021 2:30:00 PM        Mainentance, Production Environment, UAT, NA21, NA11, EU11, EU21, US11, US12

[UPDATED Oct 8, 2021, 22:45 CDT] 

EU 11 EU 21 PRODUCTION ENVIRONMENT

The CLM Operations team has extended this maintenance to end at 3:30 UTC (10:30 pm CDT) Sat Oct 9th, 2021 (Friday Oct 8th, 2021 CDT). During this time, there may be some periods where the CLM application is degraded.

 

[POSTED Oct 7 2021, 14:30 CDT] The CLM Operations team will be performing essential system maintenance on all CLM Data Centers starting Friday, October 8th and ending Saturday, October 9th 2021. During this time, there may be some periods where the CLM application is degraded.  We apologize for the short notice for this announcement and any impact this may have on your accounts.

Continue reading...

DocuSign CLM June 21.5 Product Release: PROD 06/25/2021

 POSTED: Jun 11, 2021 10:00:00 AM        NA21, NA11, Product Release, EU11, EU21, US11, US12

The DocuSign CLM and CLM.CM June 21.5 Product Release will be deployed to the EU11, EU21 Production environments on Friday, June 25, 2021 between 1:30 PM and 5:30 PM, U.S Central Time, and to the NA11, NA21, US11, US12 Production environments between 9:00 PM and Midnight, US Central Time. We do not anticipate any impact to platform availability or access during this time.

Continue reading...

[RESOLVED] NA21 | Delay in Data Distribution for Reporting

 POSTED: May 24, 2021 12:10:42 PM        Incident, NA21, Reporting Services

[RESOLVED May 25, 04:10 UTC] The DocuSign Technology Team has resolved the performance degradation issue and as of May 24, 04:10 UTC all database services have processed their respective queues and data is being distributed to reporting as expected. 

We apologize for the inconvenience and will be posting a Root Cause Analysis within the next 48 hours.

[UPDATED May 24, 2021 14:40 CDT] The DocuSign Technology Team has isolated and repaired the performance degradation issue on the database tier on the NA21 instance.  However, it will take time before this is considered resolved as services will need to process all data submitted since the incident began.   We expect data sent to reporting to be back to normal shortly.

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

[POSTED May 24, 2021 12:10 PM CDT] The DocuSign Technology Team is working to isolate a performance degradation issue on the database tier on the NA21 instance. The problem began at 05/24/20219:24 CST. During this time, a limited number of NA21 customers may experience delays in data being reflected in reporting services. 

Continue reading...

DocuSign CLM May 21.4 Product Release: PROD 05/14/21

 POSTED: Apr 30, 2021 10:00:00 AM        Production, NA21, NA11, Product Release, EU11, EU21, Zero Downtime, US11, US12, 21.4

The DocuSign CLM and CLM.CM May 21.4 Product Release will be deployed to the EU11, EU21 Production environments on Friday, May 14, 2021, between 1:30 PM and 5:30 PM, U.S Central Time, and to the NA11, NA21, US11, US12 Production environments between 9:00 PM and Midnight, US Central Time. We do not anticipate any impact to platform availability or access during this time.

Continue reading...

[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.

Continue reading...

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.

Continue reading...

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.

Continue reading...

[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.

Continue reading...

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).

Continue reading...

Subscribe to Email Updates

Subscribe by email to get notified as soon as we post a status update.