Service Disruption: US SL1 PRD - Service Unavailable Getting SSL Error

Update timeline

1. investigating Feb 28, 2026, 06:43 PM UTC

   This swimlane is experiencing a service disruption. This is our top priority and we are working to resolve the problem as soon as possible. Please check back periodically for additional updates, which will be posted as they become available. Start Time: 9:30 AM PST

2. investigating Feb 28, 2026, 08:18 PM UTC

   We are continuing to investigate this issue.

3. monitoring Feb 28, 2026, 08:50 PM UTC

   The issue has been identified and resolved, and services have now been restored to normal operations. We will continue to monitor this closely.

4. resolved Mar 01, 2026, 01:59 AM UTC

   After careful monitoring, the issue has now been resolved.

5. postmortem Mar 14, 2026, 09:00 PM UTC

   **Issue Summary:** On February 28, 2026, users experienced intermittent service availability while accessing the portal hosted in the US SL1 Production environment. During the incident window, some users encountered intermittent access issues when navigating the portal. **Root Cause:** The incident was caused by a configuration limit being reached within the underlying infrastructure service. Once the limit was reached, normal traffic handling was temporarily impacted, which resulted in intermittent portal accessibility issues. **Corrective Action:** Cornerstone Engineering teams identified the configuration limit and implemented adjustments to restore normal service operation. The environment was monitored following the change to confirm stability and ensure that portal access had returned to normal. **Preventive Measures:** To reduce the risk of recurrence, Cornerstone has taken the following actions: * Increased the relevant infrastructure service limit to support higher capacity and prevent similar constraints from affecting portal accessibility in the future.