Issues occurred on April 05, 2022 where customers were unable to access the DrChrono website.
All times are PST.
| Date/Time | Activity |
|---|---|
| 2022-04-05 17:18 | Support team started to receive tickets about the site being inaccessible. |
| 2022-04-05 17:18 | Operations team acknowledges and investigates the issue. |
| 2022-04-05 17:21 | Operations team identifies the issue to be related to an expired security certificate. |
| 2022-04-05 17:21 | Operations team requests for a new certificate from the third-party Certificate Authority. |
| 2022-04-05 17:33 | Status page created to reflect investigating status. |
| 2022-04-05 17:21-18:18 | Third-party provider security and verification protocols are addressed and resolved. |
| 2022-04-05 17:39 | Status page updated to reflect identified status. |
| 2022-04-05 18:48 | Status page updated to reflect update status. |
| 2022-04-05 19:05 | Certificate has been successfully applied. Issue has been resolved. |
Proper notification for a security certificate renewal was misrouted and not received from the vendor. We are reviewing all critical vendor notification pathways to ensure no further miscommunications occur
Generating the new SSL certificates and applying them on the web servers and CloudFlare resolved the issue.
All customers were unable to access the DrChrono website.
Aside from the stabilization steps mentioned, the listed point of contact has been updated. Independent reminder tasks have been put in place as an additional notification reminder system for upcoming certificate renewal dates.