Incident Impact and Resolution Report

Dear Yousign Users,

On 2024-02-28, an unexpected slowdown in service has occurred, affecting every customer using Yousign V3 both via the API or Web Application. The incident lasted for approximately 77 minutes.

The disruptions started at 10:37 CET, manifesting with increased latencies, but also increased error rate for the V3 solution.
All services were back to normal at 11:54 CET.

The impacted components during this incident were:

• Yousign V3 - API V3: https://api.yousign.app
• Yousign V3 - APP V3: https://yousign.app
  We want to assure you that despite the disruption, no information was lost, and all received signatures were properly processed.

Root Cause Analysis

Our database management system faced an heavy load, which led to increased queries response time and also some queries timeouts.

Correction

To limit the impact, some emergency hot configuration changes/tuning were done to improve the database health and come back to a nominal situation.

Permanent Fix

To prevent this issue from occurring again in the future, we have scalability studies that are already in progress in order to be able to safely sustain spikes.

Thank you for your continued trust in Yousign.