Between 06:56 PM UTC and 08:27 PM UTC Feb 05, 2025, Docusign eSignature NA2 and NA3 customers experienced a service impact. Some users were unable to log in, sign or send envelopes for signature, or may have experienced significant latency in conducting these operations.
An unexpected interruption to our database systems resulted after a routine change, impacting core eSignature product functionality.
Once service degradation was detected, the team promptly began efforts to mitigate impact and restore system performance.
The incident was mitigated by failing over to a secondary server, which allowed a backlog of operations to clear and recover to a known good state. We are reviewing procedures related to the impacting change and have also scheduled non-critical operations to off-business hours to prevent a recurrence.