Alerts and updates

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  • 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 During the maintenance window accounts in NA21 will see outdated report data.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.
  • [ROOT CAUSE ANALYSIS: Jan 14, 2021]

    Impact:
    PROD NA11 customers may have experienced workflow step failures.

    Cause:
    After performing routine maintenance, a service that processes workflow events was left disabled. As a result of the unprocessed workflow events, the workflow steps timeout was reached and the step failed.

    Resolution:
    The service processing workflow events was re-enabled.

    Next Steps:
    Investigation into why automated enablement of this service failed. The priority of these alerts will be raised significantly.

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

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    [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.

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    [UPDATED: January 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: January 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.

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

  • The Docusign CLM and CLM.CM January 21.1 Product Release will be deployed to the EU11, EU21 Production environments on Friday, January 15, 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.

    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.

  • DocuSign has been monitoring the developments in the cyberattack linked to the SolarWinds Orion platform earlier this month. We can confirm that DocuSign does not use the versions of Orion implicated in the cyberattack. Based on our investigation and the information available to date, we are not aware of any impact to our systems or services as a result. That said, our global infosec team will continue to monitor the developments, scan for additional vulnerabilities, and update our environment to protect against this threat vector as necessary.
  • [UPDATED January 4, 2021] The DocuSign CLM and CLM.CM January 21.1 Product Release date has been changed. The January 21.1 product release will be deployed to the UAT environment on Thursday, January 7, 2021 between 8:00 PM and 11:00 PM, US Central Time. We don't anticipate any impact to availability or access during this Product Release.

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    The DocuSign CLM and CLM.CM January 21.1 Product Release will be deployed to the UAT environment on Tuesday, January 5, 2021, between 8:00 PM and 11:00 PM, US Central Time. We don't anticipate any impact to availability or access during this Product Release.

    Announcements for this upcoming release can be found on the DocuSign Support Center. Please continue to check the Support Center for enhancements and bug fixes that will be posted prior to UAT deployment. 

    Pleas contact Technical Support if you have any questions.

  • [RESOLVED December 15, 2020 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 December 15, 2020 12:28 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 haven't 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 that 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 December 15, 2020 11:09 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.spring.com and docusign.com/trust frequently for updates regarding this issue.

    [POSTED December 15, 2020 9:48 AM CT] The DocuSign CLM/SpringCM Technology teams are working to resolve a service availability issue on the application for the Production instance (NA11, NA21, EU11, EU21). During this time, customers may experience inability to authenticate via SSO, API, and desktop applications. Please check the status of trust.springcm.com and docusign.com/trust frequently for updates regarding this issue.

  • It was necessary for the DocuSign CLM/SpringCM Technology teams to update the certificate used to sign outgoing SAML requests. This is scheduled to take place between 19:00 and 20:00 CT 12/15/2020. The short timeframe between this notice and the update was necessary given the incident documented in the Trust Post earlier today.

    If you are using SSO with DocuSign CLM/SpringCM in your CLM.CM account and your Identity Provider is set to validate the signature on incoming SAML requests, but is not setup to monitor and auto update the certificate via DocuSign CLM/SpringCM's service provider metadata, you may need to upgrade the certificate manually.

    This newer certificate differs from the certificates originally scheduled for upgrade on December 11th.

    New certificates will be available in Account Preferences in your CLM.CM Account under Admin>Integrations>SAML SSO at the time of upgrade and are also available via public download below.

    PRD & UAT Certificates

    Please contact DocuSign CLM Technical Support with any questions.

  • [UPDATED Dec 15, 2020 05:11PM] The DocuSignCLM/CLM Technology Team has removed the downloadable links to the certificates.  We will be providing an updated certificate in the next 24 hours.

    [POSTED December 7, 2020] On Friday, December 11, 2020 at 21:00 CT, DocuSign CLM/SpringCM will be upgrading the certificate used to sign outgoing SAML requests. If you are using SSO with DocuSign CLM/SpringCM in your CLM.CM account and your Identity Provider is set to validate the signature on incoming SAML requests, but is not setup to monitor and auto update the certificate via DocuSign CLM/SpringCM's service provider metadata, you may need to upgrade the certificate manually.

    New certificates will be available in Account Preferences in your CLM.CM Account under Admin>Integrations>SAML SSO at the time of upgrade and have been made available now via public download below.

    NOTE: It is possible for customers to trust both the new certificate and the old certificate simultaneously so as to ensure no disruption of service at the time of the upgrade.

    Please contact DocuSign CLM Technical Support with any questions.

  • The DocuSign CLM/SpringCM Technology Team will be conducting scheduled maintenance beginning Saturday, December 12th at 22:00 - 02:00 CT Dec 12 (04:00 - 08:00 GMT, Dec 12).

    During this time customers on the NA11 instance may experience moments of brief inaccessibility to their account.

    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.

  • DocuSign has updated the subprocessor lists for our products and services: https://www.docusign.com/trust/privacy/subprocessors-list 

    Please contact privacy@docusign.com for any questions regarding this subprocessor information. 


     
  • DocuSign has observed a new phishing campaign that contains DocuSign themed messages with Google URLs linking to downloadable Microsoft Office files that contain malicious URLs. This malspam phishing technique is spoofing DocuSign envelope emails.

    The emails are seen to be sent from spoofed senders such as, “DocuSign Signature and Invoice," "DocuSign Signature," "DocuSign Signature and Invoice Service," "DocuSign Electronic Signature Service" or "DocuSign Electronic Signature and Invoice".

    The emails have been observed to have many closely related subject lines including:" You got invoice from DocuSign Electronic Service," " You got invoice from DocuSign Electronic Signature Service," “You received invoice from DocuSign Signature Service,” and “You received notification from DocuSign Electronic Signature Service”.

    C2 sites include:

    • summervillesouthernsmiles.com/f44.exe
    • theriond.com/8/forum.php
    • edisrictisirs.ru/8/forum.php
    • brankinsto.ru/8/forum.php
    • cussoricti.com

    These emails are not sent from DocuSign. Do not click on the link in these emails, instead please forward them to spam@docusign.com and then delete the email immediately.

    For more information on how to spot phishing, please see our Combating Phishing white paper.

  • [UPDATE 11/24/2020] The DocuSign CLM/SpringCM Technology Team has cancelled this maintenance event and will reschedule at a future date in 2021. We apologize for any inconvenience.

    [POSTED 11/16/2020] The DocuSign CLM/SpringCM Technology Team will be conducting scheduled maintenance beginning Friday, 12/11/20 at 21:00 - Sunday, 12/13/20 at 21:00 CT .

    During this time customers on the NA11|NA21|EU11|EU21|US11|US12 instances may experience out of date/incomplete data returned in reports.

    The maintenance is isolated to reporting functionality only.

    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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