Customers may observe degradation (DIRCA-4253)

Update timeline

1. identified Feb 03, 2026, 03:29 AM UTC

   The issue has been identified and a fix is being implemented.

2. monitoring Feb 03, 2026, 03:48 AM UTC

   A fix has been implemented and we are monitoring the results.

3. monitoring Feb 03, 2026, 05:00 AM UTC

   We are continuing to monitor for any further issues.

4. resolved Feb 03, 2026, 05:41 AM UTC

   The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation. Customers may have experienced degradation from 2026-02-02 11:04 PM UTC until 2026-02-03 05:42 AM UTC.

5. postmortem Feb 04, 2026, 09:49 PM UTC

   **Incident Time Frame** 2026-02-02 11:04 PM UTC to 2026-02-03 05:42 AM UTC **Cause:** An operating system update was installed on CLM infrastructure, which triggered host restarts and temporarily reduced available capacity. This resulted in service disruption across multiple sites. **Impact:** Between 23:51 UTC on February 2 and 01:27 AM UTC on February 3, some CLM customers across UAT NA11, and Production NA11, NA21, EU11, and EU21 may have been unable to log in or may have encountered issues such as errors, timeouts, or partial page loads when browsing/opening documents and completing workflows. Customers in EU21 may have additionally experienced elevated latency with admin/branding and related search paths lasting until 05:42 UTC. **Resolution:** Docusign restored affected CLM systems and restarted impacted application services. In EU21, additional triage and configurations were required and have been completed to fully return services to normal operation. Service has now been restored.