[RESOLVED] June 22, 2021 12:11 CDT] The DocuSign CLM Technology team has resolved the performance degradation issue on the UAT/Demo instances.
[RESOLVED] UAT/Demo | Performance Degradation (Second Incident 6/22/2021)
POSTED: Jun 22, 2021 12:05:42 PM
Performance,
UAT,
Service Degradation
[RESOLVED] UAT/Demo | Performance Degradation
POSTED: Jun 22, 2021 8:55:30 AM
Performance,
UAT,
Service Degradation
[RESOLVED June 22, 2021 11:10 CDT] The DocuSign CLM Technology team has resolved the performance degradation issue on the UAT/Demo instances. This incident started at 13:37 UTC 06/22/2021 and resolved at 15:08 UTC 06/22/2021.
We apologize for the inconvenience and will be posting a Root Cause Analysis to this site within 48 hours.
[UPDATED June 22, 2021 09:50 CDT] The DocuSign CLM Technology team has isolated the performance degradation issue on the UAT/Demo instances. While performance has increased substantially from when this incident first occurred, some customers may still experience some latency when accessing the UAT/Demo environment.
We apologize for the inconvenience. Please check the status of trust.springcm.com frequently for updates regarding this issue.
[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.
[RESOLVED] UAT Advanced Workflow Performance Degradation
POSTED: Apr 6, 2020 10:15:38 AM
Workflow,
UAT,
Service Degradation
[RESOLVED April 6, 2020 21:31 CDT] The SpringCM Technology Team has resolved the Workflow performance degradation issue within the application on the UAT Instance. The issue was observed starting at approximately 07:48 CDT and resolved at 21:24 CDT. We will provide a Root Cause Analysis here within a few days. We apologize for any inconvenience.
[UPDATE April 6, 2020 14:45 CDT] The SpringCM Technology Team continues to work on the Workflow performance degradation issue within the application on the UAT instance.
[RESOLVED] NA21 | Service Degradation
POSTED: Aug 30, 2019 1:39:57 PM
NA21,
Service Degradation
[ROOT CAUSE ANALYSIS Sept, 24, 2019]
|
Description: |
Spring - UI Session Management Intermittent Connection Failures/Outage |
|
Timeframe: |
2019-08-30 , 13:00CT to 15:30CT |
|
Impact: |
About 10% of (SpringCM) users whose accounts are primary to the NA21 instance of SpringCM got errors trying to login and active sessions got redirected to the login page or received a gateway time out. |
|
Cause: |
During a recent release 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. Rolled back implementation to the previous version. |
[RESOLVED] The SpringCM Technology team identified and resolved the service availability issue on the NA21 instance on Friday, August 30 at approximately 15:30 CST. The outage lasted approximately from 13:00 CST to 15:30 CST (2.5 hours). We apologize for the inconvenience and will be providing a Root Cause Analysis in the near future.
