On October 15th at about 18:23 Eastern NetDocuments was alerted by our monitoring tools of slowness in the US service (Vault). Initial investigation of the alerts by NetDocuments yielded slowness on a database server. Customers would have seen impact to the performance of the application.

Due to the complexity of the issue, an escalation to our senior technicians was necessary. Once the senior technicians were engaged, the corrective actions were executed. The corrective actions were to fail the database over to the redundant server. This action requires proper coordination and process. Once the fail over was complete, application performance returned to normal levels at approximately 18:45 Eastern.