Service Issue
Incident Report for NetDocuments US
Postmortem

The US region experienced a general performance degradation this past Thursday afternoon, January 31, 2019. Although shorter in duration, a similar incident was also experienced on Monday and Tuesday, January 28th and 29th. During this time, searches would have taken longer than normal to bring back information, and workspace navigation/document retrieval would have been sluggish.

The issue around these incidents was related to read/write latency in the NetApp infrastructure, which directly correlates to Service performance. We are still investigating the root cause behind this latency. The Engineering Team added additional tuning to the load balancing and document indexing processes which rectified the issue last week and continues to keep performance at a normal state until we determine the cause behind this scenario.

We are committed to providing our Customers with the user experience and reliability they’ve come to expect with our Service. We apologize for the interruption this caused and will continue our internal investigations into this process.

Posted 8 months ago. Feb 05, 2019 - 17:24 EST

Resolved
Performance is now stable. We apologize for the inconvenience and will be providing a postmortem for this event.
Posted 9 months ago. Jan 31, 2019 - 16:02 EST
Monitoring
Our engineering team has identified the issue causing the performance degradation, and customers should be experiencing improved performance at this time. We are currently monitoring and will provide updates as additional information becomes available.
Posted 9 months ago. Jan 31, 2019 - 13:51 EST
Update
We continue to towards mitigating any impact and will provide updates as they become available. We apologize for any inconvenience this may have caused.
Posted 9 months ago. Jan 31, 2019 - 13:29 EST
Update
Our engineering team continues to investigate this performance issue. We are actively working to mitigate any impact and will provide updates as they become available.
Posted 9 months ago. Jan 31, 2019 - 13:10 EST
Investigating
Our engineering team is investigating reports of slowness on the system. We apologize for the inconvenience, and will provide updates as we proceed when we have more information.
Posted 9 months ago. Jan 31, 2019 - 12:51 EST
This incident affected: Platform.