Prod: Users may have experienced errors across eSign, CLM, Rooms (DIRCA-2956)

RCA for Docusign Service Disruption on July 18, 2025

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Impact Summary:

During the impact window of 2025-07-18 06:31 PM UTC to 2025-07-18 07:26 PM UTC, Docusign users may have experienced errors in the eSign web application and API, which caused problems using eSign and also prevented users from logging into other Docusign products such as Rooms, CLM, Notary, and IAM.

Cause:

During storage maintenance, an error was made which caused our traffic management system to experience a race condition which incorrectly blocked valid requests.

Resolution:

The incident was mitigated by disabling the traffic management rule that was incorrectly blocking traffic.

To prevent a recurrence of this issue, the following actions are being taken:

• The traffic management system was updated to fix the race condition.
• We have paused all non-critical maintenance of storage systems while we complete mitigation work.
• We are updating our internal policies and implementing safeguards around maintenance timing and processes.