[ROOT CAUSE ANALYSIS]

[UPDATE: Jan 11, 2021 15:10 CT] The DocuSign / SpringCM Technology teams continue to investigate the Root Cause Analysis of this issue.  Regrettably, we are unable to offer a full RCA at this time.  We anticipate being able to offer a full RCA within the next 48 hours.

[RESOLVED: Jan 7, 2021 20:02 CT] The DocuSign / SpringCM Technology teams have resolved the performance degradation issue on the Production and UAT NA11 instances.  

The team will begin identifying the cause of the issue and will post a Root Cause Analysis on this trust post within 48 hours.  We apologize for the impact this issue has caused customers on the NA11 Production and UAT instances. 

Please contact Technical Support if you have any questions or concerns regarding impacted workflows.

[UPDATED: Jan 7, 2021 18:00 CT] The DocuSign/SpringCM Technology teams have isolated the performance degradation issue on the Production and UAT NA11 instances.  They are currently working to resolve the issue.

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

[POSTED: Jan 7, 2021 16:45 CT] The DocuSign/SpringCM Technology teams are working to fix a performance degradation issue on the application tier on the NA11 (Production and UAT) instances. During this time, customers may experience latency in certain workflow steps, some resulting in timeouts.

[RESOLVED, October 14, 2020 10:00AM CST] - The DocuSign/SpringCM Technology team has resolved the bug impacting customer workflows on the UAT instance.  The problem began with the 20.8 Product Release to UAT yesterday evening and was resolved at 09:55AM CST.  

We will post a root cause analysis (RCA) of this issue in the coming days once the investigation has been completed.

Again, apologies for the inconvenience.  If you continue to see any issues related to this, please reach out to DocuSign CLM Technical Support.  

[UPDATE, October 14, 2020 at 09:50AM CST] - The DocuSign/SpringCM Technology team continues to work on isolating and resolving the bug in the UAT instance impacting customer workflows.  We apologize for the inconvenience and anticipate a resolution soon.  

[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.

[ROOT CAUSE ANALYSIS]  

[RESOLVED February 27th 23:24 CST] The DocuSign CLM/SpringCM Technology team resolved the intermittent issue on the NA21 instance and will be providing further details and a root cause analysis in the near future.  We apologize for any inconvenience. This incident began at 11:47am Feb 22 and ended 21:30pm Feb 27th.

[RESOLVED] Jan 31, 2020 16:47 CST  The SpringCM Technology team resolved a service availability issue on the backend of the EU11 instance.  The issue lasted from approximately 1/31/20 at 10:09 to 10:47 CST. 

During this time, customers may have experienced inability to access the application and delays in processing workflow actions. We apologize for the inconvenience.  

[RESOLVED: Sept 19, 2019 21:59 CST] The SpringCM Technology Team has resolved the issue with workflow reports on the NA11 instance.  Workflow reports will now show up to date, refreshed information.  We apologize for any inconvenience this may have caused.

[POSTED: Sept 19, 2019 14:51 CST] The SpringCM Technology Team is working to isolate a service availability issue impacting Workflow Reporting on the NA11 instance since approximately 13:00 CST.

[UPDATE]  March 21, 2019 at 09:28 CST - Root Cause Analysis (RCA)

[ 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.

[ UPDATE January 2, 2019 at 14:17 CST ] - The SpringCM Technology Team has resolved the performance degradation issue. The problem began around 13:40 CST and was resolved as of 14:00 CST. 

The SpringCM Technology team is working to resolve a performance degradation issue in both Production and UAT environments. During this time, customers may experience issues with document previews and logging in through login or loginuat.springcm.com.

 [UPDATE November 29 at 16:30 CST]- The SpringCM Technology Team has resolved the performance degradation issue on the NA21 instance. The problem began at 10:00 AM CDT and was resolved as of 3:03 PM CDT.  

Available diagnostic data indicates the cause to be related to a memory resource contention issue on the servers responsible for workflow processing. The contention issue affected performance of workflows on NA21 during this period. Our technology team has addressed the cause of the contention to ensure that this will not happen again.  We apologize for any inconvenience.

[UPDATE November 29, 2018 12:22:56 PM CDT] The SpringCM Technology team is working to resolve a performance degradation issue on the NA21 instance. During this time, customers may experience workflow latency.