Trust Center

[Resolved] Alert: NA11 | Intermittent Latency PROD & UAT, June 15, 2021

06/15/2021

[ROOT CAUSE ANALYSIS]

Description	Intermittent Failures Accessing CLM NA11 Services
Timeframe	18:24 UTC June 15, 2021 to 14:57 UTC June 17, 2021
Impact	Customers in CLM NA11 experienced intermittent failures accessing the system.
Cause	Upstream ISP provider experienced multiple DDoS events, impacting network operation.
Resolution	ISP provider implemented additional defenses to mitigate current and future DDoS events. ISP will continue to monitor for future DDoS events and mitigate them.
Next Steps	CLM will re-evaluate their upstream provider’s services. Additionally, CLM will implement new services and systems that will improve reliability, stability, and security.

[RESOLVED June 23, 2021, 09:45 CDT] The DocuSign CLM Technology team has declared this incident resolved. The last detected latency related to this incident occurred on 6/17/2021. The DocuSign Technology team will provide an official Root Cause Analysis of this incident within 48 hours. Thank you for your patience and we apologize for the inconvenience.

[UPDATED June 22, 2021, 09:45 CDT] The DocuSign CLM Technology team has seen some improvement in the performance issue but cannot declare resolved until our 3rd party vendor has given clearance. The team will continue to monitor the incident through the day until resolution is declared.

[UPDATED June 21, 2021, 10:00 CDT] The DocuSign CLM Technology team has seen some improvement in the performance issue but cannot declare resolved until our 3rd party vendor has given clearance. The team will continue to monitor the incident through the day until resolution is declared.

[UPDATED June 18, 2021, 17:20 CDT] The DocuSign CLM Technology team has seen some improvement in the performance issue but cannot declare resolved until our 3rd party vendor has given clearance. The team will continue to monitor the incident through the weekend until resolution is declared.

[UPDATED June 18, 2021, 08:10 CDT] The DocuSign CLM Technology team has seen some improvement in the performance issue but cannot declare resolved until our 3rd party vendor has given clearance. The team will continue to monitor the incident through the day until resolution is declared.

[UPDATED June 17, 2021, 08:30 CDT] The DocuSign CLM Technology team has seen some improvement in the performance issue but cannot declare resolved until our 3rd party vendor has given clearance. The team will continue to monitor the incident through the day until resolution is declared.