RCA for North America eSignature Service Disruption on Dec 05, 2024
Impact Summary:
During the affected time period, some Docusign customers may have experienced errors while performing Bulk Send Envelope or Combined Downloads when using Docusign eSignature.
Additionally some users may not have been able to create or update Agreement Template Builder templates, or send envelopes using these templates.
Some Maestro workflows may have been unable to progress beyond the eSignature step during this period.
Cause:
Due to a misconfiguration, a planned change to service routing infrastructure unintentionally caused some internal service calls to be incorrectly routed. This led to errors for users when accessing the affected features.
Resolution:
Restored systems to known correct routing configuration.
Posted Dec 10, 2024 - 18:56 UTC
Resolved
The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.
Customers may have experienced errors from 2024-12-05 09:12 PM UTC until 2024-12-06 00:56 AM UTC.
Posted Dec 06, 2024 - 00:19 UTC
Monitoring
A fix has been implemented and we are monitoring the results.
Posted Dec 05, 2024 - 23:58 UTC
Update
We are continuing to work on a fix for this issue.
Posted Dec 05, 2024 - 22:51 UTC
Identified
The issue has been identified and a fix is being implemented.