Some CLM sites experienced a service disruption impacting some users’ ability to access the site. The impacted time windows are noted below:
Customers in EU11 may have observed degradations across various operations from 03/14/2026 02:50 UTC to 03/14/2026 03:10 UTC, and 03/16/2026 01:25 UTC to 03/16/2026 03:55 UTC.
Following initial recovery, some EU21 customers may have experienced the following issues until 2026-03-17 22:23 UTC: missing historical search results, failures in workflows involving search steps, missing or outdated company logos, and inaccurate reporting of Docusign envelope statuses.
The issue was triggered by a planned security update applied to infrastructure supporting our application services. Once issues were identified, the update was rolled back. While the rollback completed successfully in unaffected environments, it did not fully complete in all cases, resulting in a subset of infrastructure entering a degraded or failed state.
In US11, US12 and US13 sites, recovery was achieved and service was restored by resetting affected clusters and restarting application services that had entered a failed state.
EU11 required rebuilding a cluster to reallocate services and restore regular operations.
Recovery efforts in EU21 required additional remediation steps and took longer to stabilize. Multiple parallel efforts were executed in an attempt to restore the failed clusters and we ultimately initiated a failover to alternate infrastructure to complete recovery and restore services.