Conga Contracts experienced a critical incident on October 1, 2025 affecting Smart Search (CLM) - NA and Smart Search (CLM) - EU, lasting 4h 16m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 01, 2025, 07:10 PM UTC
We are currently investigating reports of errors or failures when using Smart Search functionality on MAX within the NA and EU regions. Customers may experience inability to use the main search feature. We will provide further updates as they are available.
- identified Oct 01, 2025, 07:48 PM UTC
We've identified the root cause of the issue impacting Smart Search functionality. Our engineering teams are actively working on implementing a solution to resolve the issue. Customers may continue to experience errors while the fix is being deployed.
- identified Oct 01, 2025, 09:01 PM UTC
Our teams are actively working on a resolution for the ongoing service disruption. Our primary focus is on restoring the service to its last known stable configuration. We expect to confirm the success of this approach within the next hour. We appreciate your continued patience.
- identified Oct 01, 2025, 10:38 PM UTC
Our teams are actively engaged in the process of restoring the Smart Search service to a stable and fully functional configuration. Our primary focus is on ensuring the continued stability and integrity of the environment. This is a comprehensive process that our teams are working through with the utmost urgency. We are committed to restoring service as quickly and safely as possible. Smart Search functionality will remain unavailable while this essential work is completed. We will continue to provide updates as progress is made until the service is restored. We appreciate your continued patience and understanding.
- resolved Oct 01, 2025, 11:27 PM UTC
The service disruption affecting Conga MAX Smart Search has been fully resolved. All search APIs and related services are now operating normally. The issue was resolved by performing a targeted reset of the affected cache components and re-initializing the service's configuration, which has restored full functionality to the application. Our teams have verified that services are stable and performing as expected. We apologize for the impact this outage has had on your business. Our teams will be conducting a comprehensive post-mortem analysis to understand the full root cause and implement preventative measures to improve the resilience of our services. We thank you for your patience and understanding.