Impact Summary:
Customers on DocuSign’s NA2 site may have experienced processing request failures or high latencies during the affected time period.
Cause:
Abnormal and extreme sub-function processing volumes affecting the handling of metadata associated with sending and signing activity caused service degradation.
Resolution:
To address the degradation, prompt reactive action was taken on April 30 to (1) suspend Connect and Bulk Send capabilities, (2) enable reactive throttling of certain non-core system processing activities, and (3) disable status updates to reporting and search functionalities. Upon system recovery, Connect and Bulk Send were promptly re-started and reactive throttling was also disabled.
Between April 30 and May 2, proactive action was taken to deploy a permanent fix as well as remediate affected status updates with reporting and search. Reporting and search functionalities also resumed normal operation on May 2.
Next Steps:
This issue is mitigated. We are nonetheless undertaking ongoing efforts to detect potentially abnormal processing activity that may occur otherwise in the future and to proactively apply remediation steps as necessary.