Dear Yousign Users,
On 2024-02-29, an unexpected service disruption has occurred, affecting every customer using Yousign V2 both via the API or Web Application. As a side effect, this disruption also impacted Yousign V3 application with increase signature delays. The incident lasted for approximately 3 hours and 47 minutes.
On Yousign V2, the disruptions started at 15:47 CET, initially manifesting with increased response times and occasional timeouts. The situation gradually escalated to more frequents timeouts, HTTP 500 errors but also delay in notifications like SMS. All services were back to normal at 19:42 CET.
On Yousign V3, the signature slowdown started at 15:47 CET. The situation was back to normal at 19:27 CET.
The impacted components during this incident were:
We want to assure you that despite the disruption, no information was lost, and all received signatures were properly processed.
One of our customer had an unexpected and inappropriate use of our Yousign V2 API product. The application is not able to react and block this particular use-case properly.
This particular use-case led to a bottleneck in the Yousign V2 backend, but also in our signature engine as it is common to both Yousign V2 and Yousign V3.
To mitigate the issue on Yousign V2, we had to manually stop some non-critical processes to reduce the pressure on our backend and aleviate the bottleneck.
We also deployed an hotfix on the signature engine in order to mitigate the impact of Yousign V3.
To prevent this issue from occurring again in the future, the following actions will be performed:
Thank you for your continued trust in Yousign.