TSP Prod Environment not available

Incident Report for Docusign

Postmortem

RCA for Trust Service Provider (TSP) Service Disruption on December 7, 2023

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Impact Summary:

Customers using DocuSign TSP would have been unable to complete signing during the affected period.

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Cause:

Following scheduled maintenance, the SQL Server Agent service which manages backend supporting operations, failed to restart. As a result, a database log file unexpectedly filled and temporarily took the service offline.

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Resolution:

The backup was run manually to clear the log file and service was restored.

Posted Dec 08, 2023 - 20:49 UTC

Resolved

The incident has been resolved. Outage duration and incident timelines are subject to revision pending the results of any related investigation.

Posted Dec 07, 2023 - 11:24 UTC

Monitoring

A fix has been implemented and we are monitoring the results.

Posted Dec 07, 2023 - 11:22 UTC

Investigating

We are currently investigating this issue.

Posted Dec 07, 2023 - 11:14 UTC

This incident affected: TSP EU (EU Trusted Service Provider).