Performance Issue
Incident Report for NetDocuments US
Postmortem

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.

Posted about 2 months ago. Oct 18, 2018 - 15:27 EDT

Resolved
Our engineering team has implemented a fix to resolve the performance issue. If you continue to experience performance issues, please open a ticket with our Support team for further assistance.

We prefer that you go to support.netdocuments.com to submit a support request for your issue, so we can manage it more efficiently and provide you with access to your cases.

However, if you need to contact Technical Support via the phone use the following information:

US customers call 801-226-6882 or 866-NETDOCS (638-3627)
EU customers call +44(0) 2034.556770
AU customers call +61 2 8310 4319
Posted 2 months ago. Oct 15, 2018 - 18:57 EDT
Identified
Beginning at 6:21 PM Eastern, we have been having performance issues around document uploading and downloading. We are working to correct the issue.
Posted 2 months ago. Oct 15, 2018 - 18:49 EDT
This incident affected: Platform.